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Returns and refunds

Last updated: 5 October 2026.

This page explains in practice how to ship a return to DomShop (DOM vintage wholesale) and how we check it when it arrives. The withdrawal rules (who is entitled, by when, how to notify it, exclusions and refund) are on the Withdrawal page, which is the one that prevails.

1. Notifying the withdrawal

The withdrawal is notified from the order page in the My account area, with the Withdraw from the contract function, or with the other methods listed on the Withdrawal page. Any return request requires the reason and photos and videos of the goods: at least one photo and one video. Based on the reason and the evidence, the right compromise will be found with the company DomShop. The standard withdrawal form (PDF) can be downloaded here.

2. Shipping the return

  • The goods must be shipped within fourteen days of notifying the withdrawal to: DOM di Domenico De Vivo, Via Lavinaio I Tratto 12, 80044 Ottaviano (NA), Italy.
  • The customer chooses the carrier. The direct cost of returning the goods is borne by the customer.
  • The original packaging is not required: any packaging that protects the goods in transit is fine.
  • Write the order number on the parcel or on a sheet inside it: this way the return is matched to the order straight away.
  • We recommend a tracked shipment and keeping the carrier's receipt with the tracking number: it is the evidence of shipment that releases the refund even before the parcel arrives.

3. How we check the return

Every order is weighed before shipping and the weight is recorded on the order. When the return arrives we weigh it again, check the contents against what was shipped and document the check with photos.

4. Deduction criteria

If the return arrives complete and with the items in the condition in which they were delivered, we refund the full amount due. If instead the check shows a difference, we deduct from the refund an amount proportionate to the actual damage, according to these criteria:

  • Missing items: if the weight of the return is lower than the weight recorded at shipping beyond the tolerance, we deduct the price per kg of the box multiplied by the missing kg.
  • Weight tolerance: a difference of up to 3% of the recorded weight leads to no deduction (moisture, packaging, different scales).
  • Washed, worn, stained or altered items: we deduct the diminished value of those items, proportionate to their condition and documented with photos.
  • Items other than those shipped: they are not the goods sold, so they are not refunded and remain at the customer's disposal.

We apply no fixed penalties and no return handling fees. Before refunding, we send in writing the details of each deduction, with the photos and the calculation.

5. Refund

The refund is made within fourteen days of the notice of withdrawal, in money, using the same means of payment as the order, unless otherwise agreed, and at no cost to the customer. We may wait until we receive the goods or until we receive evidence of shipment (the carrier's receipt with the tracking number), whichever comes first. The details are on the Withdrawal page.

6. Goods damaged, incomplete or different

This is not a withdrawal: it is the legal guarantee of conformity, and the costs are borne by us. Report it from the order page, in the Goods damaged, incomplete or different? box, or by writing to info@domshop.it. We ask you to help us with a photo or a video of the problem and of the packaging: it helps us solve it faster.

7. Purchases with a VAT number

The withdrawal right of the Consumer Code does not apply to business-to-business purchases. A return request on a purchase made with a VAT number requires the reason and photos and videos of the goods (at least one photo and one video), attached from the order page.