Return Policy
What’s covered, for how long, and how to start a return, exchange, or replacement.
Your Rights at a Glance
Because Gibson Studio pieces are made to order, “returns” work a little differently than for off-the-shelf retail. There are distinct protections that apply and it helps to know what they are:
| Protection | Applies to | Window |
|---|---|---|
| Legal right of withdrawal | Non-personalised items only (custom prints are excluded by law) | 14 days from delivery |
| Legal warranty of conformity | All items, for genuine manufacturing defects at time of production | 24 months from delivery |
Sections 2–5 below cover each of these in detail.
Legal Right of Withdrawal
Under Italian and EU consumer law, consumers ordering online generally have 14 days from delivery to withdraw from a purchase without giving a reason. However, because Gibson Studio Products are printed and manufactured to order specifically for you, they qualify as “goods made to the consumer’s specifications or clearly personalised” (Art. 59, letter c, Codice del Consumo) – a recognised exception under which the legal right of withdrawal does not apply.
If we ever sell a non-personalised item (e.g. blank stock merchandise), the standard 14-day right of withdrawal applies to it in full, and you can exercise it by writing to store@gibsonstudio.it stating your intent to withdraw, with your order number.
Defective, Damaged, or Incorrect Items
If your item arrives with a print defect, physical damage, or is the wrong product/size compared to your order, please contact us at store@gibsonstudio.it within 30 days of delivery with:
- Your order number
- A clear photo of the issue (and the packaging, if damage occurred in transit)
Once verified, we’ll arrange a replacement or a refund at no cost to you – you may or may not need to ship the faulty item back based on the reason and the ability to discern the error with the photo.
Legal Warranty of Conformity
Separately from the above, all Products are covered by the mandatory 24-month legal warranty of conformity (garanzia legale di conformità) under Articles 128–135 of the Codice del Consumo, for defects that existed at the time of delivery. This is a statutory right that cannot be limited, reduced, or excluded by any policy we adopt. To make a claim under this warranty, contact us at store@gibsonstudio.it with your order details and a description of the defect.
How to Start a Return
Email us your order number and reason for return – we’ll confirm eligibility and, if approved, send you the return address and next steps. Please don’t ship anything back before we’ve confirmed approval – unapproved returns may not be processed.
Return Shipping Costs
For approved change-of-mind returns, return shipping is at your own expense and is non-refundable. We recommend using a trackable, insured shipping method, as we can’t guarantee receipt of an untracked return. For defective, damaged, or incorrect items and legal warranty claims, we may cover any return shipping cost where a physical return is required.
Refunds
Once your return is received and inspected (or, for defect claims, once your photos are verified), we’ll email you to confirm approval or rejection. Approved refunds are issued to your original payment method and typically appear within 5–10 business days, depending on your bank or card provider.
Exchanges
We only offer direct exchanges for items that are defective or damaged on arrival. If you’d like a different size or design instead, the simplest route is a return (where eligible) followed by a new order, so we can get the replacement moving without waiting on inbound shipping.
Non-Returnable Items
- Custom-printed items in used, washed, or altered condition
- Items returned without prior approval or outside the applicable window
- Gift cards or promotional codes, where offered
Contact Us
Questions about a return, refund, or your rights under this policy?
Gibson Studio
Verona, Italy
Email: info@gibsonstudio.it
Phone: +39 327 723 3430