Returns, Withdrawal and Refunds
Such as requesting a return, exercising the right of withdrawal or reporting a damaged, erroneous or non-compliant product.
Here you will find the procedure for exercising your right of withdrawal, requesting a refund or reporting a damaged, erroneous or non-conforming item to us.
Legal right of withdrawal
If you purchase as a consumer through a distance contract, you can withdraw within the 14 days For goods, the period of validity shall normally run from the date on which you, or a person designated by you other than the carrier, acquire the physical possession of the goods.
To exercise your withdrawal, you must inform us within the deadline of a clear and unequivocal decision. You can use the Customer service or send a communication to info@karmarando.com.
Commercial extension up to 30 days
In addition to the legal term, KARMARANDO maintains a trading window until 30 days from delivery for items which can be returned and are in conditions compatible with a new sale.
For applications lodged after the legal period of 14 days, commercial acceptance may require that the product be unused, complete, undamaged and with original packaging, seals and accessories where relevant.
For this voluntary extension, the costs of the original delivery shall not be reimbursed except where required by law, fault attributable to the seller or otherwise agreed.
How to Start a Return
Please contact us before shipping the product and indicate:
- the order number;
- name or e-mail used for the purchase;
- the article or articles concerned;
- if you are withdrawing or if you report a problem with the product;
- photographs or other information useful only when they are used to understand a damage, a mistake in preparation or a defect.
Do not send a return to an address found in old communications or earlier versions of the site: wait for the return instructions related to your order.
Time and cost of return
After a valid withdrawal notice, the goods must be returned without undue delay and, for the legal right of withdrawal, within the time limit laid down by the applicable legislation.
The direct costs of return shall be borne by the customer when this was correctly communicated before the purchase, unless: KARMARANDO have agreed to support them or otherwise provided for by law.
If the product is faulty, damaged, defective or non-compliant, the request shall be handled separately from the simple rethink and the remedies provided for by the legal guarantee and the applicable legislation shall apply.
Reimbursement
Where the withdrawal is validly made, the refund shall be made without undue delay and within the time limits provided for by law.
The time limits for the actual availability of the payment amount by the bank, card or payment service provider may depend on the service concerned and are not provided as guaranteed time limits by the KARMARANDO.
The legal removal also reimburses the costs of the original delivery within the limits provided for by law; any additional costs due to the choice of a more expensive delivery than the proposed standard method may be excluded.
Exceptions and products not refundable
Exceptions to the right of withdrawal shall apply only where the conditions laid down in law are applied in particular: they may include, inter alia, goods which have been customarily packed or clearly customized, goods which are at risk of deterioration or rapid expiry and sealed goods which are not eligible for return for reasons of health or hygiene when the seal has been opened after delivery.
The sole belonging to an article to a category such as plants, incense, botanical or powdered products does not automatically constitute an exclusion. Any exception must depend on the specific characteristics of the product and the applicable legislation.
Where a product is prepared, customized or packaged specifically on request, or has characteristics of rapid deterioration, the suitability for withdrawal shall be assessed in accordance with the applicable case-by-case rules.
Product damaged, incorrect or non-compliant
If you have received a product other than the one ordered, damaged during delivery or which has a possible non-conformity defect, please contact Customer Service without using the normal re-thinking procedure.
Describe the problem and keep the product, packaging and materials for verification until you receive the instructions.If photographs are required, they will only be required to document the problem and speed up management.
The rights relating to the legal guarantee of conformity shall remain separate from the right of withdrawal and shall not be reduced by the return trading window.
Form type of communication
You can use a free and unambiguous communication.
Name of the company: [name and surname]
E-mail of the order: [email protected]
Articles concerned: [Articles]
Requested: I communicate my decision to withdraw from the contract / request assistance for return.
Date of the event: [date]
Do not enter passwords, access codes, OTP codes or complete payment card data.
Last update: 4 September 2026.