Nature of Products and Right of Withdrawal
Chroma Shop operates with a print-on-demand model, meaning each item is produced specifically for you only after your order is confirmed. As such, our products fall under the category of customized goods according to EU law. In compliance with Article 59 of the Italian Consumer Code (Legislative Decree 206/2005) and EU Directive 2011/83, the standard 14-day right of withdrawal does NOT apply to these types of products.
This means we cannot accept returns or exchanges due to changes of mind, incorrect orders (e.g., wrong size or color selected), or personal preferences.
⚠️ Important: Once an order is placed, production begins quickly. If you realize you’ve made a mistake or wish to cancel your order, please contact us immediately. We’ll do our best to help, but we cannot guarantee changes or cancellations for orders already in production or shipped.
Returns for Defective or Incorrect Items
If you received an item that is defective, damaged, or different from what you ordered, you may be eligible for a return or exchange under exceptional circumstances:
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Please report the issue to our customer service at customer.care@chroma-shop.com within 30 days of delivery, and include clear photos of the defect or error.
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Depending on the case, we will offer a free replacement (shipment of a corrected product) or, if you prefer, issue a refund (see our Refund Policy).
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You will not be required to pay shipping costs for receiving the replacement. In most cases, we do not require you to return the defective or incorrect item. However, we may ask you to keep or return the item (at our expense) in certain cases for quality control purposes.
Exchanges for Size or Product Variants
Unfortunately, we do not offer size, model, or variant exchanges if the item you ordered does not fit or meet your expectations. Each product is custom-made and cannot be restocked.
If you selected the wrong size or wish to order a different item, you will need to place a new order. We strongly encourage you to check our Size Guide before purchasing to minimize this risk.
If you’ve made a mistake, you’re still welcome to contact us — we may offer alternative solutions, such as a discount code to reorder the correct size, although we cannot guarantee a free exchange.
Authorized Return Procedure
In cases where a return or exchange has been approved by our team (e.g., due to a defect), here’s what to expect:
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You will receive instructions by email on how to proceed.
Please do not return any item without first contacting us and receiving authorization. If a package is returned without proper instructions, it may be lost or unrecognized. -
If required, we will provide you with a return address and a prepaid return label (for defects or issues that are our responsibility).
The product must be returned, if requested, in original condition (unused and with any original tags or packaging). -
Once we receive the returned item (if necessary) and verify the issue, we will ship the replacement or issue the appropriate refund within a few business days.
Our Customer Support team is here to help clarify any questions regarding sizing, materials, or other product details before you place your order, to help you avoid potential issues. Transparency and customer satisfaction are core values for us, but we also respect the limitations imposed by the custom nature of our products and applicable consumer protection laws.