Returns and Refunds

Right of refund or "Satisfaction or money back" guarantee

If you change your mind about the purchase made, the Right of Withdrawal is guaranteed by Legislative Decree 05/22/1999 n.185, relating to consumer protection regarding distance contracts. You can return the purchased products, even without indicating the reasons, within 14 days of receiving the order. And we will also take care of the shipping costs.

Furthermore, we at R5 have decided to make a "Satisfaction or Money Back" Guarantee available to our customers, valid for up to 30 days from the date of receipt of the products. We do not believe that this will happen but you can return the products you are not satisfied with, even after trying them and without having to specify the reason, and we will refund the entire purchase price and any shipping costs incurred. In this case you will only be charged for the shipping costs for returning the products.

How to make a return

Send an email to

  • within 14 days of receiving the products by communicating your intention to exercise the Right of Withdrawal or
  • within 30 days of receiving the products if you wish to exercise the "Satisfied or Reimbursed" Guarantee.

In the communication you must indicate:

  • What type of return are you making: Right of Return or “Satisfied or Reimbursed” Guarantee
  • the order number
  • the products you intend to return
  • your address
  • your contacts: email and telephone number
  • ...and, if you like, the reasons for the return.

It is also possible to make a partial return.

We will respond to you within 5 working days of receiving your email by sending you the return number, the return label to be placed on the package to be returned and instructions on how to proceed.

In the case of exercising the Right of Withdrawal, it is possible to return only intact, unused products, still sealed and in their original packaging. Upon receipt of the package we will carry out a check on the items sent. Non-compliant items will not be refunded. The direct costs of returning the products will however be borne by us.

In the case of exercising the "Satisfaction or Money Back" Guarantee, you will be able to return the products that did not satisfy you, even if not intact or partially used. We will refund you the price you paid for the returned products but we will retain the shipping costs for returning them.

After your communication you have 14 days to ship.


You will receive a refund confirmation email within 3 working days of receiving the return or of the customer demonstrating that they have sent the products back.

The actual credit will be made with the same payment method used for the initial purchase according to the timing directly dependent on the different payment circuits.

Defective or damaged product

Send us an email at describing the problem and sending us photographs. Our Customer Service will contact you to define the best solution to the problem encountered.