Exchanges and returns
Right of Withdrawal
If you are not satisfied with the products purchased from Cape Horn, you may return them within 30 days.
Exchange and Return Costs
For orders placed in Italy and other European Union countries, the first exchange or return is free of charge.
A fixed fee will be charged for each additional exchange or return request.
How to Return a Product
Follow these steps to return one or more products.
1. Access the Returns Portal
Open the Cape Horn Returns and Exchanges Portal and enter:
- your order number;
- the email address used to place the order.
2. Select the Products
On the order summary page:
- select “Return Request”;
- choose the products you wish to return;
- select “Confirm Selection”;
- enter the reason for the return;
- select “Submit Request”.
3. Prepare the Parcel
Place the products in their original packaging or in another suitable and durable package.
Prepare a sheet of paper clearly showing:
- your order number;
- the return address:
TIERRA SRL
Via Ponte dei Granatieri 6
36010 Chiuppano (VI)
Italy
Securely attach the sheet to the outside of the parcel and seal the package carefully.
If you reuse the original packaging, remove or cover all previous shipping labels, stickers and delivery information.
4. Wait for Confirmation
After submitting the request, you will receive a confirmation email at the address used to place the order.
Within 24 hours, you will also receive information about the collection of the parcel by the courier.
5. Hand the Parcel to the Courier
Make sure someone is available at the specified address on the scheduled date and time of collection.
The order holder remains responsible for the condition of the returned products until the parcel has been collected and received by TIERRA SRL. Use suitable packaging to protect the products during transport.
6. Return Inspection
The returned products will be inspected within 2-3 working days after the parcel is received.
If the products meet the return conditions, you will receive a confirmation email.
If the return is not accepted, Cape Horn will contact you. You may request that the product be sent back to you at your own expense. If you do not request its return, Cape Horn reserves the right to retain both the product and the amount paid for its purchase.
7. Refund
For orders placed in Italy and other European Union countries, the applicable amount will be refunded using the same payment method selected for the original order.
It may take up to 14 working days for the refund to appear on your bank or payment card statement.
Legal Guarantee for Defective Products
Cape Horn products are covered by a two-year legal guarantee of conformity.
A product is considered defective when:
- it is delivered damaged;
- it has a material defect;
- it has a manufacturing defect.
Damage caused by normal wear and tear, improper use, inadequate care or failure to follow the product instructions is not considered a lack of conformity.
If you receive a defective product, contact Cape Horn Customer Service directly using the contact details provided on the Website.