Refund policy

Last Updated: October 11, 2025

At Camistry, we are committed to ensuring your satisfaction with every purchase. This policy outlines your rights and the procedures for returning an item. We operate in full compliance with European Union consumer protection regulations.

For any questions or to initiate a return, please contact our Customer Care team:

• Email: info@camistry.eu

• WhatsApp Hotline: +39 3508815650

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1. Right of Withdrawal for Customers within the European Union

In accordance with EU law, customers residing within the European Union have the right to withdraw from their purchase contract within 14 calendar days without giving any reason.

This 14-day "cooling-off" period begins on the day you, or a third party designated by you, receive the goods.

To exercise your right of withdrawal, you must inform us of your decision by a clear statement before the 14-day period expires. You can do this by contacting our Customer Care team via email or WhatsApp. Once you have notified us, you have a further 14 days to return the goods to us.

 

2. Conditions for Free Returns (EU Customers)

Return shipping costs will be covered by Camistry in the following circumstances:

• Item Malfunction or Defect: If an item is found to be malfunctioning or defective within 14 days of delivery.

• Damage During Shipment: If your order arrives damaged. Please contact us immediately upon receipt, providing photographic evidence of the damage to the packaging and the item itself.

We kindly remind you that, ensure the utmost accuracy and security for every shipment, our entire packing process is meticulously recorded by our internal CCTV camera system. Furthermore, each package is weighed on certified scales to verify its contents and integrity before being handed over to the courier. These measures are in place to safeguard your purchase and ensure a transparent and secure transaction.

3. Camistry Care Warranty

We stand by the quality of our curated second-hand items. While the standard two-year EU warranty for new products does not apply to used goods, we provide a robust level of protection:

• Camistry Care Coverage: Most our second-hand products are covered by a legal guarantee of conformity for a period of one year from the date of delivery. This guarantee ensures the product matches the description provided at the time of purchase. Under this warranty, if a product develops a malfunction not caused by accidental damage or misuse within one year of delivery, you are entitled to a free return and a repair, replacement, or refund (depending on the specific case). Issues related to consumable parts may not be covered.

Vintage Items (Over 20 Years Old): Items classified as "vintage" (i.e., more than 20 years old since first release date) are sold as collectibles. While these items are not typically covered by the Camistry Care warranty we may offer it if specified in the item description.

 

4. Return Shipping Costs & Refund Policy (EU Customers)

For returns initiated under the 14-day right of withdrawal (i.e., for reasons other than a malfunction or shipping damage), the following conditions apply:

• Return Costs: The customer is responsible for the cost of return shipping.

• Pre-paid Return Label: For your convenience, we can provide a pre-paid and insured return shipping label at a competitive price. The cost of this label will be deducted from your final refund. Please contact our Customer Care team to request one.

• Refund Deductions: We reserve the right to deduct a fee, up to a maximum of €19.90, from the refund amount if the returned product has been opened or shows signs of use beyond what is necessary to inspect its condition and functionality (i.e., handling it as you would in a physical store).

• Refund Processing: Refunds will be issued to your original payment method within 14 days of us receiving the returned item.

 

5. International Returns (Customers Outside the European Union)

Returns for international orders are not guaranteed and customers are responsible for any customs duties and taxes incurred during the return process.

Please contact our Customer Care to learn more.