Refund policy

Returns and Refunds Policy

Company information

  • Company name: Custom Inferno S.R.L.
  • Registered office: Via Caduti del Lavoro 7, 43058 Sorbolo Mezzani (PR), Italy
  • VAT / Tax Code: 02880830340 — REA: PR - 274475
  • Certified email (PEC): custom.inferno@pec.it
  • Customer Service contact: through the contact form available on the website of the brand where the order was placed (Custom Inferno, Ninjersey, Radar Padel, Inferno Beachwear)

Preamble

At Custom Inferno S.R.L., excellence and customer satisfaction are at the heart of our service. Every garment is tailor-made according to the specifications provided by the Customer through the 3D configurator. Given the fully personalized nature of our products, this Policy sets out clearly the cases in which replacement or refund may be obtained, in full respect of the rights granted to the Consumer Customer by the Italian Consumer Code (Legislative Decree no. 206/2005) and applicable European regulations.

This Policy complements and supplements the provisions of the General Terms and Conditions of Sale, to which full reference is made.

1. Exclusion of the right of withdrawal

Every Custom Inferno S.R.L. garment is made to measure, with specifications that make it unique to the Customer who commissioned it. Because products are manufactured to order and clearly personalized, pursuant to Article 59, paragraph 1, letter c) of Italian Legislative Decree no. 206/2005, the 14-day right of withdrawal is excluded. It is therefore not possible to return the product for second thoughts, change of mind, or change of preference.

We do, however, take full responsibility for any production errors or product defects that do not reflect the Customer's specifications, as detailed in the following sections.

2. Legal warranty of conformity

Without prejudice to the exclusion of the right of withdrawal set out in Article 1, products sold are covered by the legal warranty of conformity lasting 24 months from delivery, in favor of the Consumer Customer, pursuant to Articles 128-135 of the Italian Consumer Code.

In the event of a lack of conformity or production error, the Customer is entitled, free of charge, to have conformity restored through repair or replacement of the product. Where such remedies are impossible or disproportionately burdensome, or are not completed within a reasonable period, the Customer may request an appropriate reduction of the price or termination of the contract with a corresponding refund.

3. How to report a production error or defect

If the Customer identifies a production error or defect in the personalized product, they must follow the procedure below.

3.1 Reporting deadlines

  • Defects visible upon delivery (damaged packaging, product visibly damaged in transit): must be disputed with the carrier at the time of delivery by means of a specific reservation on the transport document, and reported to Customer Service within 8 days of delivery.
  • Production errors or conformity defects (incorrect colors, sizes not matching, graphics printed differently from the order confirmation, fabric defects): must be reported to Customer Service within 2 months of discovering the defect, within the 24-month warranty period.

3.2 How to report

The report must be sent through the contact form on the brand website or to the PEC address custom.inferno@pec.it, including:

  • order number;
  • detailed description of the problem;
  • photographs documenting the defect (preferably both of the product as a whole and of the defective detail);
  • any other information useful for verification.

3.3 Verification and resolution

We will carry out a careful verification and, if the defect is confirmed:

  • we will arrange for product replacement at no additional cost to the Customer; or
  • if replacement is not feasible, we will proceed with a full refund.

4. Return procedure

Should it be necessary to return the product for replacement or refund pursuant to Article 3:

  • Customer Service will provide all necessary instructions, including the shipping address and any operational procedures;
  • the product must be returned in the same condition in which it was received, unused, and with the original labels attached;
  • return shipping costs, in the event of a confirmed defect attributable to the Seller, are borne by the Seller pursuant to Article 130 of the Italian Consumer Code. The Seller will arrange for collection or reimburse documented shipping costs.

5. Limitations

The following are excluded from the warranty and do not entitle the Customer to replacement or refund:

  • spelling, naming, numbering, design or customization errors entered by the Customer during the configuration stage: it is the Customer's responsibility to carry out the final check of the order confirmation, as provided for in Article 12 of the GTCs;
  • minor color variations compared to what is displayed in the 3D configurator, due to the calibration of the Customer's device and the characteristics of the technical fabric used. Such variations do not constitute a lack of conformity;
  • minor variations in proportions or positioning of graphic elements, due to the adaptation of the graphics to the model and different sizes;
  • damage resulting from improper use, washing not in accordance with the labels and instructions, normal wear and tear, unauthorized alterations or modifications made to the garment after delivery.

6. Order cancellation

As the products are made to measure, orders cannot be cancelled once confirmed. Cancellation requests may only be considered if received within 2 hours of order confirmation, and only provided that production has not yet started. After this deadline, no cancellation request can be accepted.

7. Refund method and timing

Refunds, when due, will be processed within 14 business days from the verification of the defect or from receipt of the returned product, as applicable.

Refunds will be issued using the same payment method used for the purchase. For payments made by bank transfer, the Customer will be asked to provide up-to-date bank details to process the refund.

8. Alternative dispute resolution

Pursuant to Article 14 of EU Regulation no. 524/2013, the Consumer has the right to use the European Online Dispute Resolution (ODR) platform:

https://ec.europa.eu/consumers/odr

The Seller's reference email address for the ODR platform is: custom.inferno@pec.it.

Recourse to this procedure is optional and does not affect the Consumer's right to bring proceedings before the judicial authority.

9. Customer support

Our team is available to support you from the use of the configurator to the delivery of your tailor-made garment. For any questions or assistance, please do not hesitate to contact us through the contact form on the brand's website.

10. Conclusion

Your satisfaction is our primary goal. Custom Inferno S.R.L. is committed to resolving any issue with efficiency and fairness, in full respect of the rights granted to the Customer by Italian and European consumer protection legislation.

In the event of any discrepancy between this English version and the Italian version, the Italian version shall prevail.

Version updated: 17 April 2026