Refund policy

Returns and Refunds

Last updated: 21 July 2026

1. Right of withdrawal (change of mind within 14 days)

1.1 If you have purchased as a Consumer, you may withdraw from the contract within 14 calendar days of delivery, without having to provide any reason.

1.2 To exercise the right of withdrawal, you must send written notice to info@papique.com within the 14-day period. Within the same period, the products must be sent back to the Seller, preferably using a trackable courier service, communicating the tracking code by email.

1.3 Returns for change of mind are accepted only for new, unused products with intact seal, blister, or cellophane, and in their original, undamaged packaging. The customer may examine the product as they would in a physical store (observe the packaging, read the label), but may not open, try, or use it.

1.4 Sealed goods that are not suitable for return for reasons of hygiene or health protection, once the seal has been removed after delivery (art. 59, comma 1, lett. e, Codice del Consumo), are not returnable: perfumes without blister or cellophane, opened make-up and cosmetics, stockings, underwear, devices and accessories that come into contact with the skin that have been used or had their seal removed. For unsealed goods handled beyond what is necessary, the deduction for diminished value provided for by art. 57, comma 2 applies, which for products no longer saleable as new corresponds to the entire value: in these cases, the return is not accepted.

1.5 Each product is identified by the barcode (EAN/GTIN) indicated on the product page. Any packaging updates made by the manufacturer, where the EAN code, content, and quantity remain the same, do not constitute a lack of conformity and do not entitle the customer to a free return for defect.

1. Return costs and returns from non-EU countries

2.1 In the event of a change of mind, the shipping costs for the return and any customs or import charges for the return shipment shall be borne by the customer.

2.2 Returns coming from non-EU countries must be shipped DDP (Delivered Duty Paid), with duties, taxes, and import customs charges borne by the customer, so that the products reach the Seller without any expense. Should the return be sent using a different method and the Seller is required to bear duties, import taxes, or customs clearance charges in order to receive the goods, such costs will be deducted from the refund. Returns sent carriage forward may be refused. On the original order, import duties and taxes are already paid by us (DDP): the customer is never asked to pay any amount upon delivery.

2.3 If the customer refuses the goods or fails to collect them within the established time at a collection point, only the price of the products will be refunded, net of the original shipping costs, customs charges, and expenses incurred for the return.

1. Defective or incorrect products

3.1 If you have received a damaged, defective, or different product from the one ordered, contact us by email at info@papique.com attaching photos and the order number. We will provide you with a prepaid return label, at no cost to you.

3.2 It is advisable to report the issue as soon as possible. In the event of a parcel that is visibly damaged, wet, tampered with, or whose contents appear compromised, it is recommended to refuse delivery or to accept it only with a written reservation on the courier's document, notifying the anomalia within 48 hours: prompt notification is necessary to activate protections vis-à-vis the carrier. Acceptance without reservation of a visibly damaged parcel, combined with failure to report it within 48 hours, may be taken into account for the purpose of determining the origin of the damage. In any event, the customer's rights arising from the legal guarantee of conformity (arts. 128 et seq. Consumer Code) remain unaffected.

3.3 Where replacement of the product is not possible or proves excessively burdensome by reason of the nature of the assortment, a full refund of the amount paid will be issued, without prejudice to the legal guarantee of conformity. No restocking fee will be applied.

1. Order cancellation and partial deliveries

4.1 The contract is concluded upon the sending of the order confirmation by email. Cancellation requests submitted after confirmation are not guaranteed: they will be accepted only if preparation or shipment has not already begun. Otherwise, the customer may exercise the right of withdrawal in accordance with the provisions set out in the preceding points.

4.2 In the event of subsequent unavailability of one or more products, the Seller may partially cancel the order and proceed with the shipment of the available products: the unavailable products will be refunded within 14 days and the available products will be duly shipped, with no additional shipping costs borne by the customer. Where the cancelled products constitute an essential part of the order, the customer may request full cancellation with a total refund, including shipping costs.

1. Return address

AQQA S.r.l.
Via Venezia 3/F
80053 Castellammare di Stabia (NA) – Italy

Please do not send returns to addresses other than the one indicated above, and wait for customer service instructions before shipping.

1. Refunds

6.1 Any refund due is processed within 14 days from receipt of the returned products or, if earlier, from proof of their dispatch, using the same payment method used for the purchase, unless otherwise expressly agreed.

6.2 Once the refund has been issued, the indicative technical crediting times are: credit card networks 2-5 working days; PayPal 5-7 working days.

6.3 The refunded amount shall be the price of the product, net of any shipping costs (where borne by the customer), customs charges incurred, the import costs referred to in point 2.2, and any deduction for decrease in value referred to in point 1.3. In the case of orders paid using discount codes or promotions, the refund will be calculated on the basis of the price actually paid.

AQQA S.r.l. – Papique
Via Venezia 3/F – 80053 Castellammare di Stabia (NA), Italy
VAT No. / Tax Code 08942811210 – Codice Univoco M5UXCR1 – REA NA-996619
info@papique.com – PEC: aqqasrls@legalmail.it