return & complaint policy

right of withdrawal (returns)

Under Article 59(c) of the Italian Consumer Code (in line with EU Directive 2011/83/EU), the right of withdrawal does not apply to:
"Goods made to the consumer’s specifications or clearly personalized."

This means that custom or made-to-order garments are non-returnable, unless they are defective or do not match the agreed specifications.

You cannot return a made-to-order item simply because you've changed your mind.

when a return or refund may still be applicable

Despite the above, you can request a return, refund or replacement if:

• The product arrives damaged or defective

• The item is not as described or does not meet the agreed specifications (e.g. wrong size, color, or model)

In such cases, you are protected by the 2-year legal warranty under Articles 128–135 of the Italian Consumer Code.

reporting an Issue

To report a problem, please contact us within 7 days of delivery at: hello@rtama.com

Include:

• Your order number

• A brief explanation of the issue

• Photos clearly showing the defect or mismatch (if applicable)

We will respond within 5 business days to offer one of the following solutions:

• Repair (where possible)

• Replacement

• Partial or full refund

return conditions

If a return is authorized:

• The item must be returned in its original condition (unworn, unwashed)

• The return must be sent within 14 days of approval

• Return shipping costs may be covered by rtama only in case of proven defect or error

items that cannot be returned

• Made-to-order or personalized products

• Products that have been used, washed, or altered by the customer

• Returns without prior approval

how to avoid misunderstandings

To ensure a smooth process:

• Each order will be confirmed via email with customization details (size, color, model) before production begins

• All garments undergo quality checks and are documented before shipment (including photographs)