At Piazza Firenze, we take pride in presenting carefully curated leather products from selected UMKM partners. The products offered through our Website have undergone a curation process by Yayasan Poppy Dharsono based on considerations including quality, design, craftsmanship, and product suitability. As our products are sourced from independent UMKM partners, product availability and fulfillment conditions may vary. This Return & Refund Policy explains the circumstances under which returns, replacements, and refunds may be accepted.

Product Availability
Product availability is subject to confirmation because inventory and production capacity are managed by our respective UMKM partners. An order may be fulfilled from available inventory or may require additional preparation or production. Where additional preparation or production is required, the estimated fulfillment period is 14–30 working days, excluding Saturdays, Sundays, and Indonesian national public holidays. This fulfillment period does not include shipping or delivery time.

Order Cancellation
Because orders may require specific preparation, sourcing, or production arrangements with UMKM partners, customer-initiated cancellations are not permitted after payment has been confirmed. There is no cancellation window after payment confirmation. Customers are responsible for reviewing their product selection, size, color, variant, quantity, and shipping information before completing payment.

Non-Returnable Products
We do not accept returns, refunds, or exchanges for products that are not defective, damaged, or incorrectly fulfilled, including cases where the customer:

1. Changes their mind after purchase.
2. Selects the wrong size.
3. Selects the wrong color.
4. Selects the wrong variant.
5. No longer wants the product.
6. Has a personal preference that differs from the product received.
7. Finds natural variations in leather that are inherent to genuine leather.

Natural Leather Characteristics
Leather is a natural material and may naturally exhibit variations in:

1. Color.
2. Texture.
3. Grain.
4. Surface character.
5. Finish.

These variations are inherent characteristics of genuine leather and are not considered defects. Minor differences resulting from the individual production or finishing process are also not considered defects where the product meets its intended specifications and quality standards.

Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon delivery. If you receive:

1. A defective product.
2. A product damaged during delivery.
3. An incorrect product.
4. An incorrect size, color, or variant caused by a fulfillment error on our part.

You must contact Piazza Firenze within 24 hours after receiving the product. The product must remain unused and in its original condition. For verification purposes, customers should provide:

1. Clear photos or videos of the product.
2. Photos or videos showing the condition of the packaging.
3. A clear photo of the shipping label.
4. A continuous, unedited unboxing video showing the package from the moment it is opened until the product has been fully inspected.

Piazza Firenze reserves the right to request additional evidence or information reasonably required to assess the claim. All claims are subject to review and approval. Claims submitted after the 24-hour reporting period or without sufficient supporting evidence may not be accepted.

Return Eligibility
To be eligible for an approved return due to a defective, damaged, or incorrectly fulfilled product:

1. The product must remain unused and in its original condition.
2. The product must not show signs of use, wear, scratches, stains, or damage caused by the customer.
3. All original tags, packaging, dust bags, accessories, and other included items must be retained.
4. Proof of purchase, such as the order number or receipt, must be provided.
5. The customer must provide the requested supporting evidence.
6. The customer must follow Piazza Firenze’s return instructions.

Products that do not meet these requirements may not be accepted.

Return Process
To initiate a return claim:

1. Contact our team via WhatsApp at +62 857-1220-1777 or email at info@piazzafirenzegarut.com.
2. Provide your order number and a clear explanation of the issue.
3. Provide the requested photos, videos, and supporting evidence.
4. Wait for our review and return instructions.
5. If the claim is approved, return the product according to the instructions provided by Piazza Firenze.

Returns sent without prior approval will not be accepted.
After receiving approval and return instructions, customers must:

1. Return the product in its original condition, including all tags, packaging, accessories, and included items.
2. Ensure the product is securely packaged to prevent damage during transit.

Piazza Firenze is not responsible for additional damage caused by improper return packaging.

Return Shipping

1. If a return is approved because of a defective, damaged, or incorrectly fulfilled product, reasonable return shipping costs will be covered by Piazza Firenze.
2. For returns that do not qualify under this policy, shipping costs are the responsibility of the customer.
3. Customers are recommended to use a trackable shipping service when returning an item.
4. Piazza Firenze is not responsible for return shipments that are lost or damaged due to inadequate packaging or circumstances beyond our reasonable control.

Replacement
If a return claim is approved, Piazza Firenze may provide a replacement or refund depending on the circumstances of the case.
If a replacement is provided:

1. The replacement process will begin after the returned product has been received and inspected, unless Piazza Firenze determines otherwise.
2. If the replacement product is available from existing inventory, it may be prepared for shipment after approval.
3. If the replacement product requires additional preparation or production, the applicable estimated fulfillment period will be 14–30 working days, excluding Saturdays, Sundays, and Indonesian national public holidays.
4. Shipping and delivery time is calculated separately from the fulfillment period.

In certain circumstances, Piazza Firenze may, at its discretion:

1. Provide a replacement without requiring the original product to be returned.
2. Issue a refund without requiring the product to be returned.

Provide another reasonable resolution depending on the circumstances of the case.

Refunds
If a refund is approved:

1. The refund will be processed within 3–7 working days after the return has been received and approved.
2. Refunds will generally be issued to the original payment method where reasonably possible.
3. Payment provider processing times may affect the time required for the funds to appear in the customer’s account.
4. Shipping fees and other non-refundable fees will not be refunded, except where Piazza Firenze determines that the charge should be refunded due to a defective, damaged, or incorrectly fulfilled order.
5. Any refund is subject to verification and approval under this policy.

Lost Shipments
If your order has not arrived within the applicable estimated delivery timeframe, please contact Piazza Firenze. We will assist in coordinating with the relevant shipping provider to investigate the shipment. If the shipment is confirmed as lost by the shipping provider, Piazza Firenze will determine an appropriate resolution, which may include a replacement or refund, subject to the circumstances of the case.

Damaged During Shipping
If your package arrives visibly damaged, please document the condition immediately. For faster verification, please provide:

1. Photos or videos of the damaged packaging.
2. A clear photo of the shipping label.
3. A continuous, unedited unboxing video.
4. Clear photos or videos showing the damaged product.

All shipping damage claims are subject to review and approval.

Policy Compliance
Piazza Firenze reserves the right to reject any return, replacement, or refund request that does not meet the requirements of this policy. All claims are reviewed individually based on the available evidence and circumstances of the case. This policy forms an integral part of the Piazza Firenze Garut Terms and Conditions.

Contact Us
For questions regarding returns, refunds, replacements, or product claims, please contact:
WhatsApp: +62 857-1220-1777
Email: info@piazzafirenzegarut.com

Piazza Firenze Garut
The House of Quality Fashion Leather
Jl. Ahmad Yani No.269b, Kota Wetan, Kec. Garut Kota, Kabupaten Garut, Jawa Barat 44111