Refund Policy

Refund Policy

We offer a 14-day return window, meaning you have 14 days from the date you receive your order to request a return.

To qualify for a return, your item must be in the same condition as when you received it — unused, unworn, with original tags attached, and in its original packaging. A receipt or proof of purchase is also required.

To begin the return process, please reach out to us at bertero.art@gmail.com.

Once your return request has been approved, you are responsible for arranging and covering the cost of the return shipment. Please send the item to:

Inna Bertero
Via Santa - Barbara 5,

Alba, 12051 (CN)
Italy

Please note: items returned without prior authorization will not be accepted.

If you have any questions about returns, you can always contact us at bertero.art@gmail.com.


Damages and Issues

Please check your order carefully upon delivery. If your item arrives damaged, defective, or incorrect, contact us immediately so we can evaluate the issue and make it right.

When contacting us at bertero.art@gmail.com, please include the following photos:

  • A full image of the product
  • Close-ups of the damaged area(s)
  • A clear photo of the package label (text and/or barcode must be readable)
  • A photo of the inner packaging (showing protective materials such as bubble wrap, corner protectors, etc.)
  • A photo of the outer packaging and any visible damage to it

Note that sometimes the packaging may look intact even if the product inside was damaged during shipping.

Exceptions / Non-Returnable Items

Some items are not eligible for return, including:

  • Perishable goods (e.g., food, flowers, or plants)
  • Custom or personalized items
  • Personal care products (e.g., beauty or hygiene goods)
  • Hazardous materials, flammable liquids, or gases

If you’re unsure about a specific item, please contact us before making your return.

As a general rule, digital products are non-refundable (Online courses).
Please note: sale items and gift cards cannot be returned or refunded.

Exchanges

If you’d like to exchange an item, the fastest way is to return the original item first. Once your return is approved, you can place a new order for the item you prefer.

European Union 14-Day Cooling-Off Period

For customers within the European Union, you have the right to cancel or return your order within 14 days for any reason, without explanation.
The item must be returned in its original condition — unused, unworn, with tags and original packaging — and accompanied by proof of purchase.
You are responsible for selecting a courier and covering the return shipping costs.

Refunds

After we receive and inspect your returned item, we’ll let you know whether your refund has been approved.
If approved, the refund will be processed automatically to your original payment method within 10 business days.

Please keep in mind that it may take additional time for your bank or credit card provider to complete the transaction.
If more than 15 business days have passed since your refund was approved, please contact us at bertero.art@gmail.com.