Politica di rimborso

Returns and Refunds

We want you to love your Umbra pieces. If something is not right, this page explains how to send it back and what you get back. It applies to orders placed on eu.umbra.com by Umbra B.V. (see "Who we are" below).

The short version

• You can return items for any reason within 45 days of your order date. This is our 45-Day Satisfaction Guarantee.
• If you buy as a consumer, the law also gives you 14 days to cancel your purchase without a reason (see below). Our 45 days never shortens it.
• Returns are free: we email you a prepaid return label.
• We refund you within 14 days, to the payment method you used.
• If an item arrives damaged or faulty, you are covered by the 2-year legal guarantee (see "Damaged or faulty items").

How to return an item

Step 1: Go to Start a Return and submit a return request. For larger items that came in several boxes, please start a separate return for each box so you receive the right number of labels.
Step 2: We email you a prepaid return label.
Step 3: Pack the item, attach the label and hand it to the carrier. We process returns within 5 business days of receiving them and email you when your return is done.

You can also tell us by email at eu-info@umbra.com or by post. The standard EU cancellation form at the bottom of this page is optional. You do not have to use it.

Please return the item in its original Umbra packaging if you still have it, as this protects it in transit. If you do not have it, pack the item safely. Missing packaging does not remove your legal right to cancel and return.

Your legal 14 days to cancel

If you are a consumer, you can cancel your purchase within 14 days without giving any reason (EU law calls this the right of withdrawal). The 14 days start on the day you (or someone you name, other than the carrier) receive the goods. If your order arrives in several parts, the 14 days start when you receive the last part.

To cancel, just tell us clearly before the 14 days end, using any of the ways above. After you tell us, please send the goods back within 14 days.

The easiest way is online: go to Start a Return and submit a return request for the items. We confirm your cancellation by email without delay.

Your refund

• We refund the price of the returned items, including VAT.
• If you cancel and return your whole order within the 14 days, we also refund the standard delivery charge you paid, including any oversize surcharge. If you return only part of an order, we refund delivery costs only where the part you keep would have shipped for less.
• We refund within 14 days of the day you tell us you are cancelling. We may wait until we receive the goods back, or until you show us proof that you have sent them, whichever comes first.
• We refund to the same payment method you used, unless you expressly agree to something else, such as store credit. There is no fee for the refund.
• Return shipping is free with our prepaid label.

You are only responsible for any loss in value caused by handling the goods more than needed to check what they are, how they work and whether they suit you (the way you could in a shop).

Items you cannot cancel

By law the 14-day right to cancel does not apply to goods made to your personal specifications, and to sealed goods that are not suitable for return for health or hygiene reasons once unsealed after delivery. We will tell you on the product page if an item falls under one of these exceptions.

Cancelling an order

We pack and ship orders very quickly, so we cannot change or stop an order once it has been confirmed. If you change your mind, you can still cancel or return it as described above, and we will refund you in the same way. If you refuse delivery or do not collect the parcel and it comes back to us, we treat that as a return and refund you as above.

Damaged or faulty items

If an item arrives damaged or develops a fault, please use the Quality Guarantee option on Start a Return or email eu-info@umbra.com. A photo of the problem and your order number help us sort it out fast.

As a consumer you have a legal guarantee of conformity of at least 2 years from delivery (3 years in Spain) for every item, including furniture. If an item is not as described or is faulty, you can ask for a free repair or replacement, and if that is not possible, a price reduction or a full refund. Some countries give you longer protection under national law. If you choose a repair under the legal guarantee, the guarantee period is extended once by 12 months.

Our 2-Year Limited Warranty is an extra, voluntary promise. It sits on top of your legal rights and never replaces or reduces them.

Who we are

Umbra B.V., Monitorweg 1, 1322 BJ Almere, The Netherlands
Chamber of Commerce (KvK): 34180896. VAT: NL811198996B01
Email: eu-info@umbra.com
Phone: +31 (0)36 549 5422

Annex: standard EU cancellation form (optional)

You do not need this form. A return request on Start a Return or an email is enough. If you prefer to use the form, this is the wording set by EU law.

To: Umbra B.V., Monitorweg 1, 1322 BJ Almere, The Netherlands, email: eu-info@umbra.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
Ordered on (*)/received on (*),
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date

(*) Delete as appropriate.