Returns and refunds

Last updated: 7 settembre 2026.

You have fourteen days to change your mind

If you buy as a consumer you may return what you bought within fourteen days, without having to explain why and without paying any penalty. This is the right of withdrawal under Art. 52 of the Italian Consumer Code, and with an antique it matters more than elsewhere: a photograph does not tell you how a piece sits in a room.

The days count from when you, or the person you named, take the parcel in hand. If the order arrives in several consignments, from the last one.

How to do it

• Tell us within the fourteen days. An email to info@mobilimerlin.com with your order number is more than enough. A registered letter to our registered office also works. What matters is that the message is sent within the deadline: what happens afterwards can take its time.
• Wait for our reply. We tell you where to send it and, if the piece is bulky, we suggest a courier able to handle it.
• Repack the piece with the same care it arrived with, in its original packaging where possible. The box need not be pristine, but the furniture must travel protected.
• Send it within fourteen days of your notice. Keep the receipt: it is the proof that you met the deadline.

The model withdrawal form

You are not obliged to use it — an email in your own words is enough — but the law requires it to be available to you. Here it is: copy it, fill in the bracketed parts and send it.

Who pays for the return carriage

The direct cost of returning the goods is yours, as Art. 57 of the Consumer Code allows. We tell you how much before you even order, because the return costs what the outbound journey cost: the figure you saw at the checkout and which is in your order confirmation email.

For a large piece of furniture that can be a substantial sum: it is the same one you would have paid to have it delivered, and it is written in black and white before you confirm the purchase. If you prefer, we arrange collection with a properly equipped courier and deduct the actual cost from your refund, telling you in advance what it will be.

You do not pay the carriage when the piece arrives damaged, faulty or different from how we described it. In that case the return is free and we arrange everything.

When and how we refund

We refund you within fourteen days of receiving your notice of withdrawal, by the same means of payment you used, with no fee. If you would rather have it another way, tell us and that is fine too.

As Art. 56 allows, we may withhold the refund until we receive the piece back or until you send us proof that you have dispatched it: whichever comes first, so sending us the shipping receipt speeds things up.

The refund also covers what you paid for the outbound shipping, up to the standard delivery rate. If you had chosen a more expensive delivery — room-of-choice delivery with assembly, for instance — the difference between that and the standard rate stays with you.

What condition it must come back in

You may handle the piece as you would in a shop: look at it, open it, try it. But if you use it beyond what is needed to establish its nature, you are liable for any diminished value that results (Art. 57(2)), and we withhold that from the refund, telling you how we worked it out.

Put plainly: a sideboard opened, looked at and put back in its packaging comes back without trouble. A sideboard used for a month, revarnished or drilled to fix it to a wall, does not.

What cannot be returned

Withdrawal does not apply to the cases in Art. 59, and for what we sell that means one thing in practice: pieces made to measure or personalised at your request, for instance a restoration carried out to your instructions or a finish you chose. On those we tell you clearly before the purchase.

Anyone buying with a VAT number for their business is not a consumer and has no right of withdrawal: the statutory guarantees against defects still apply.

If the piece arrived broken or is not as described

That is not a matter of changing your mind but of the legal guarantee of conformity, which lasts two years from delivery and applies to everything we sell to a consumer. The full terms are in clause 9 of the terms of sale.

Write to info@mobilimerlin.com with your order number and photographs showing the problem. We reply telling you how to proceed: repair, replacement or refund, depending on what is possible and what you prefer. We pay the carriage.

Remember that on a period piece the wear declared in the listing is not a defect: patina, small marks and visible restorations are its history, and we photograph them on purpose.

If the damage was done in transit

Always check the packaging in front of the courier. If it is dented, wet or open, sign subject to reservation, writing the reason on the delivery note, and photograph it before opening. Then write to us within a few days: with a written reservation compensation is almost always quick, without one it is a battle.

If you collected in store

The right of withdrawal applies then too, with the same fourteen days, and bringing the piece back in person costs you nothing. We will be in the workshop during opening hours.