Shipping to the U.S.? Please read the new U.S. regulations before placing your order.
This Return and Refund Policy (“Policy”) governs the terms and conditions under which customers can return or seek refunds for products purchased from Malleus Martialis. Our Policy complies with European Union consumer protection laws, including Directive 2011/83/EU, ensuring clarity and transparency.
Please note that if you paid using a credit card or PayPal, the payment processor’s transaction fees are not refundable in case of a return. Unfortunately, these fees are retained by the provider (like Stripe or PayPal) and not returned to us — even when we issue a full refund. This means your refund will cover the item cost, minus the non-refundable transaction fees (usually around 4% + a small fixed amount).
We always do our best to keep policies clear and fair, we thank you for your understanding and please read the following carefully.
Eligible Products for Returns and Refunds
1.1. ELIGIBLE PRODUCTS
- Standard swords (All items priced within €800.00 net)
- Accessories that have not been used or damaged
- Custom-made or personalized items if they are found to be defective.
1.2. NON-ELIGIBLE PRODUCTS
The following items are not eligible for a refund:
- Custom-made or personalized items: Products designed and crafted according to the consumer’s specifications (e.g., custom swords, scabbards). These products are crafted to individual specifications and cannot be resold.
- Items that show signs of use or damage: Goods that have been used or damaged after delivery are not eligible for return, except in cases of manufacturing defects.
- Non-returnable items: These may include items like gift cards or downloadable software, as specified on the product page.
- Sale or clearance items, if specified on the product page.
- Products that have been altered, including modifications made by the customer.
- Products not accompanied by proof of purchase.
- Products returned after the 30-day return period.
Example 1: If you purchase a standard sword and decide it is not suitable within 30 days of receiving it, you may be eligible for a refund. However, if you purchase a custom sword made to your specifications, that item is non-refundable.
Example 2: If a product has been sharpened or customized by the customer, it will not be eligible for a refund.
IMPORTANT NOTE
Please note that if you paid using a credit card or PayPal, the payment processor’s transaction fees are not refundable in case of a return.
Unfortunately, these fees are retained by the provider (like Stripe or PayPal) and not returned to us — even when we issue a full refund. This means your refund will cover the item cost, minus the non-refundable transaction fees (usually around 4%).
We always do our best to keep policies clear and fair, and we thank you for your understanding!
Return Timeframe
2.1. Consumers located within the European Economic Area (EEA) have the statutory right to withdraw from the purchase of non-customized products within 30 calendar days from the day the consumer, or a third party designated by the consumer (other than the carrier), takes physical possession of the goods.
2.2. For custom-made or personalized items, the right of withdrawal does not apply. These products are made to the customer’s specifications and cannot be returned unless defective.
Return Methods
Please log in to see your orders eligible for withdrawal.
3.1. To initiate a return, the conusumer can can do so directly from the order page (See button above ) or can notify Malleus Martialis of their intent to withdraw from the contract by sending an unequivocal statement (e.g., email) within the 14-day return period. The consumer may use the optional model withdrawal form provided below:
To: Malleus Martialis di Rodolfo Tanara
Address: Via delle Fornaci 4, 50023 Impruneta, Florence, Italy
Email: help@malleusmartialis.com
I/We [] hereby notify you that I/We [] withdraw from my/our [] contract of sale of the following goods:
[Insert description of goods]
Ordered on []/Received on [*]
Name of consumer(s):
Address of consumer(s):
Date:
3.2. Once the return request is submitted, the consumer must return the goods to Malleus Martialis within 14 calendar days. The goods must be returned in their original condition, including all packaging and accessories.
3.3. We offer a return shipping service via our partners, however, choosing an alternative shipping service is also possible, as long as it meets the following conditions:
- The shipping cost is equal to or inferior to the quote provided by us for the same service.
- The shipping method is compliant with the established standards and requirements necessary for the safe and successful return of the purchased product.
3.4. To send the goods back, please pack them safely and ship them to the following address:
Malleus Martialis di Rodolfo Tanara
Via delle Fornaci 4
50023 Impruneta
Florence – Italy
+393272059996
Return Costs
4.1. Unless the product is defective, the consumer bears the cost of return shipping. Malleus Martialis recommends using a trackable and insured shipping method to prevent loss or damage during transit. We are not liable for goods lost in return shipping.
4.2. In cases where the goods are faulty or not as described, Malleus Martialis will cover the cost of return shipping.
Refund Timeframe
5.1. To qualify for a refund, the following conditions must be met:
- The customer must initiate the refund request within 30 calendar days of receiving the product.
- The product must be returned in its original condition, unused, and in the original packaging.
- The customer must provide proof of purchase (e.g., receipt, order confirmation).
Example: If you received a sword on December 15th and decide to return it by January 10th, ensure it is unused and in its original packaging to qualify for a full refund.
Refund Methods
6.1. Upon receiving and inspecting the returned goods, Malleus Martialis will refund the full purchase price, including standard shipping costs (if applicable).
6.2. Malleus Martialis reserves the right to reduce the refund amount if the goods show signs of use, damage, or diminished value due to improper handling by the consumer. For custom-made products that have not yet entered the production phase, the refund shall be subject to a deduction for design and consultancy costs incurred prior to the cancellation of the order.
6.3. Refunds will be processed using the original method of payment within 14 calendar days of receiving the returned goods or proof that the goods have been shipped back.
6.4. If the original payment method is no longer available, Malleus Martialis may issue the refund via another payment method or via store credit, subject to customer agreement.
Defective Products
7.1. If a consumer receives a product that is damaged or defective, they must notify Malleus Martialis within 7 calendar days of receipt by providing a detailed written description and photographic evidence of the defect.
7.2. In such cases, Malleus Martialis will, at its discretion, offer one of the following remedies:
- Repair the product
- Replace the product
- Provide a full or partial refund for the defective item (see 6.2)
7.3. Malleus Martialis will cover all shipping costs for the return of defective goods.
Order Cancellation
8.1. For non-custom products, orders can be canceled at any time before shipment. Consumers must notify Malleus Martialis in writing to request cancellation.
8.2. For custom orders, cancellations are only permitted within 30 calendar days of placing the order. After this period, the production process typically begins, and cancellations are no longer possible.
8.3. As per the Warranty Provisions, consumers may cancel an order for any reason within 30 calendar days of receiving the product. In such cases, the consumer is responsible for return shipping costs. If the product shows signs of use or damage, a deduction may be made from the refund to cover repair or maintenance costs.
Exchange Policy
9.1. Malleus Martialis does not offer direct exchanges for items. Consumers who wish to exchange an item must return the original product if eligibile (in accordance with this Policy) and place a new order for the desired item.
International Orders (Non-EU)
10.1. For consumers outside the European Economic Area (EEA), the right of withdrawal does not apply. However, Malleus Martialis will accept returns of non-custom products within 14 calendar days of receipt, provided the goods are unused and in their original condition.
10.2. International consumers are responsible for return shipping costs and any customs duties that may apply.
Warranty
11.1. Malleus Martialis offers a 24-month warranty on its products for defects in materials and craftsmanship, in accordance with European law. Please refer to the Warranty Terms for more details.
FAQs
Q1: What if I receive a defective product?
A: If you receive a defective product, please notify us within 7 calendar days of receipt. We will arrange for a return and offer a replacement or refund.
Q2: How long does the refund process take?
A: Refunds are processed within 14 calendar days of receiving the returned product or proof of return shipment.
Q3: Can I exchange an item instead of getting a refund?
A: Malleus Martialis does not offer direct exchanges. To exchange an item, please return it according to this policy and place a new order for the desired item.
Q4: What if I lost my receipt/invoice?
A: If you cannot find your receipt, please contact our customer support with your order details, and we will attempt to verify your purchase.
To access our policies and specifications, please review and download the complete set of warranty provisions and terms and conditions below. For further details, fill the form at this link or visit our privacy policy.
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