Last updated: 25 August 2026
You are buying at a distance, so European law gives you two separate protections. Confusing them is the commonest mistake, and it changes who pays for the return:
- Right of withdrawal — you may return a product within 14 days for no reason at all. Return postage is at your expense.
- Legal guarantee of conformity — applies when a product is faulty or not as described, lasts 24 months and costs you nothing.
What follows supplements, and does not replace, clauses 11 and 12 of the Terms and Conditions of Use, which govern the contract in full. The seller, and your sole counterparty, is Maior Group S.r.l.
1. Right of withdrawal: 14 days, no reason required
If you buy as a consumer, that is for purposes outside your trade or profession, you have the right to withdraw from the contract within 14 days of the day on which you, or a third party you designated, receive the goods, without giving any reason and without penalty. This right comes from Directive 2011/83/EU and, in Italy, from the Consumer Code.
If your order contains several products delivered separately, the 14 days run from receipt of the last product.
1.1 How to give notice
The simplest way is to fill in the online withdrawal form, also available in your account area next to your order: it guides you through choosing the products to return and records the date and time. You will receive an acknowledgement of receipt by e-mail without undue delay.
Alternatively, within the 14-day period you may send an explicit statement to store@maior-group.com, giving:
- your order number;
- the products you wish to return (you may withdraw for part of the order only);
- your name and the address used for the purchase.
You may use the model withdrawal form provided by the Consumer Code, but you are not obliged to: any clear statement is valid.
We confirm receipt of your request and tell you the address to send the products to. Please do not ship anything before receiving that confirmation.
1.2 How to return the products
You must return the products within 14 days of giving notice of withdrawal. They must be:
- intact and unused, beyond simply trying them on as you would in a shop;
- unwashed;
- complete with every label and tag;
- in their original packaging.
Return postage is at your expense. The return shipment travels at your risk until it reaches us: we recommend a tracked service and that you keep the receipt, which also serves as proof of dispatch.
1.3 Your refund
Once we have received and checked the products we refund, within 14 days, all payments received from you, including the standard delivery charge you paid, using the same means of payment as your purchase and at no additional cost to you.
Two points set out by law:
- if you chose a delivery type more expensive than the standard one, the difference is not refunded;
- we may withhold the refund until we receive the products, or until you supply proof that you have sent them.
If the returned products are damaged, used or missing their original labels, the refund may be reduced in proportion to the diminished value.
How quickly the money appears in your account then depends on the payment network and your card issuer.
1.4 When withdrawal does not apply
The right of withdrawal does not apply in the cases listed in art. 59 of the Consumer Code, including goods made to your specifications or clearly personalised at your request. Where a product falls under an exclusion, you are told before you buy.
2. Faulty or non-conforming products
All products are covered by the 24-month legal guarantee of conformity from delivery. It covers defects already present at delivery; it does not cover damage from misuse, neglect, washing contrary to the care label or normal wear.
If you receive a faulty product, or one different from what you ordered, write to store@maior-group.com attaching your order number and photographs of the defect.
Once the non-conformity is established, replacement is entirely free of charge: you pay nothing, neither to return the faulty product nor to receive the replacement. If replacement is impossible or disproportionately costly, you are entitled to a price reduction or to terminate the contract with a refund, as provided by law.
3. Parcel damaged on delivery
This is a separate case and must be handled on the spot. If the packaging arrives damaged, opened or tampered with, accept the goods with a written reservation on the carrier's document and tell us within a few days at store@maior-group.com. Without that reservation, a claim against the carrier becomes considerably harder.
4. Wrong size
We do not run size exchanges as a separate procedure: you exercise your right of withdrawal for the product received and place a new order in the size you want. To reduce the chances of getting it wrong, check the Size guide before buying.
5. Complaints
Every request, dispute or complaint must be addressed to Maior Group S.r.l. at store@maior-group.com, quoting the order number, and not to Università Telematica San Raffaele Roma, which licenses the trade marks and is not a party to the sale contract.
If you live in Europe you may also use the alternative dispute resolution mechanisms provided by applicable law. Before turning to them, please write to us: most problems are settled directly.