Refund policy
RETURN POLICY
How to return products to us
To submit a return request, go to Customer Assistance → Returns.
Enter your order number and postal code, then click Find My Order. Select Email Me the Link to complete the verification process. You will receive an email containing a secure link: open it and follow the instructions provided.
You will then be able to select the item or items you wish to return, choose the reason for the return and submit your request. Your return request will be reviewed as soon as possible.
Please be aware that:
If you or we end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us.
We will refund you the price you paid for the products (excluding shipping costs), by the same method you used for payment. However, we may reduce the amount refunded to reflect any reduction in the value of the goods caused by you.
We will make any refunds due to you as soon as possible. This procedure typically takes 4-8 working days.
Returns from the European Union
If you are returning an order from one of the EU countries listed below, once your request has been approved, you will receive an email with a prepaid return label available for download.
The return shipping fee will be deducted from your final refund:
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Italy: €7
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Austria, Belgium, France, Germany, Luxembourg, the Netherlands, Portugal, Slovenia and Spain: €13
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Bulgaria, Czechia, Hungary, Poland, Romania and Slovakia: €16
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Croatia, Denmark and Estonia: €20
Returns from Outside the European Union
If you are returning an order from outside the European Union, return shipping must be arranged and paid for by the customer. Please send the products to:
Borderline SRL
Strada Maggiore, 7
40125 Bologna
Italy
Please ensure that all shipping and customs fees are fully paid (DDP),
and that all documentation is accurately completed. Be sure to
declare the shipment as a return. If these conditions are not met,
we will be unable to process your return.
1) What rights you have to end a contract with us
1.1. Faulty products
If you have any questions or complaints about the product, please contact us. You can write to us at administration@borderlineofficial.com .
We meticulously check each product before shipping so it is extremely rare that you will find a faulty product.
If you wish to exercise your legal rights to reject products that are not in conformity with this contract, please email us at administration@borderlineofficial.com as soon as you notice the defect. You must communicate your intention to return the item as soon as you receive it. You must return the item to us within 14 days from the delivery date.
Be aware that:
- You will be asked to arrange the return and pay the related costs.
- You will be asked to return the product/s to our warehouse for a comprehensive inspection. Subsequently, we will forward it to the manufacturer for a second evaluation. A short report will be made to assess the nature of the damage. If the damage is determined to be a production defect, we will try to rectify the damage. If correction is not feasible, a full refund will be issued. Conversely, if the damage is attributed to client-induced causes, we won't accept the return, and the item will be sent back to you at your expense.
- If, upon receipt, the product will be declared faulty, you will be eligible for a complete refund, inclusive of the shipping charges. Furthermore, you will be reimbursed an amount equivalent to the one paid for shipping when the order was placed to cover the return costs.
- Items called "The imperfective" are not considered faulty.
We extend the rights to returns to all countries (only where we ship our products to) and for most products - and you have a right to change your mind within 14 days of receipt of the product and receive a refund. You do not have a right to return products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them, even if you have changed your mind about them.
1.4 Changing the size you purchased
If you want to get a bigger/smaller size of the product you purchased:
Be aware that:
- You will have to follow the Return procedure and then place a new order with the new size.
- You will be asked to pay the costs of return and you will not be refunded any shipping costs, import duties or taxes you have already paid.
- You will be asked to arrange the shipping by yourself.
- The return/refund is possible only if the product is in perfect conditions (not washed, not used, not damaged, in the original conditions). If this is not the case, we will be unable to process your return. If you return a product that is not in perfect conditions, we will send it back charging the delivery costs on you.
ACID RAIN REFUND POLICY - ALL SALES ARE FINAL
Effective date: 14 September 2024
Please be advised of the following terms regarding our return policy for our clothing fragrance "ACID RAIN":
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Final Sale Policy: Once the product has been purchased, it cannot be returned or exchanged under any circumstances. This policy is essential to maintaining the integrity and quality of our products.
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Product Integrity and Preservation: Due to the unique properties of perfumes, once a bottle has been opened or tampered with, the product's composition may become compromised, altered, or deteriorated, which can significantly affect its quality and performance. For this reason, we are unable to accept returns or exchanges for any opened or used fragrance products.
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Hygiene and Safety Considerations: Fragrance products are classified as personal items, and once exposed to external elements, they are susceptible to contamination. To ensure the safety and satisfaction of our customers, we cannot restock or resell returned products, regardless of their condition.