Refund policy
REFUND & RETURNS POLICY
Turn Your Photo into a 3D Brick Statue
Last updated: May 2026
CUSTOM PRODUCT
This set will be made exclusively for you according to your specifications. For this reason, it will NOT be possible to return it or request a refund after approval of the rendering, except in the case of non-conformity defects.
1. INTRODUCTION
LATEREGO produces highly customised LEGO®-compatible brick sets, made to measure according to the specifications provided by each customer through the online configuration process.
Pursuant to Art. 59(1)(c) of the Italian Consumer Code (Legislative Decree 206/2005), goods made to measure or clearly personalised are excluded from the right of withdrawal.
2. EXCLUSION OF THE RIGHT OF WITHDRAWAL
Our customised sets are NOT subject to the right of withdrawal for the following reasons:
- Each set is designed based on your images, specifications and preferences
- Before production, you receive a personalised rendering for approval
- The set is made only after your explicit confirmation of the rendering
- Each configuration is unique and cannot be resold to other customers
- The customisation is irreversible and does not allow reversion to a standard product
⚠️ IMPORTANT: By proceeding with the order after approving the rendering, you expressly accept that the customised product is not subject to withdrawal pursuant to Art. 59(1)(c) of the Italian Consumer Code.
2.1 Consent traceability (GDPR accountability)
In order to comply with the accountability principle set out in Regulation (EU) 2016/679 (GDPR), and to document in an enforceable manner the Customer's approval of the rendering, LATEREGO automatically records, at the moment the confirmation checkbox is ticked:
- Timestamp (UTC timestamp) of the confirmation
- IP address from which the confirmation was made
- Cryptographic identifier (SHA-256 hash) of the approved preview session, which makes it possible to prove the exact rendering displayed
- User-agent of the browser/device used
- Identifier of the order and of the configuration job
Such approval data is stored securely for five (5) years from the date of delivery of the product, in accordance with the limitation periods for contractual and non-contractual actions, and for evidentiary purposes only in the event of a dispute.
Please note that the original photo uploaded by the Customer is NOT subject to such retention: the photo is deleted according to the timeframes indicated in the Privacy Policy (maximum 60 days from delivery). The approval data retained for 5 years consists solely of the technical metadata listed above and a visual representation of the approved rendering, not the Customer's original image.
3. QUALITY PROTECTION: WHAT WE GUARANTEE
While excluding withdrawal, we guarantee:
- Conformity to the approved rendering: The set will faithfully match the rendering you authorised
- Material quality: Bricks of quality conforming to the declared standards
- Completeness: All parts necessary for assembly
- Legal guarantee of conformity: 24 months pursuant to Arts. 128-135 of the Italian Consumer Code
4. DISPUTES AND RESOLUTION PROCEDURES
If the product received does NOT match the approved rendering or has defects:
Step 1 - Report (within 7 days of receipt)
- Contact us via the site chat
- Provide: order number, photo of the product, description of the non-conformity
- Attach a screenshot of the approved rendering for comparison
Step 2 - Assessment (within 5 working days)
We will analyse the report by verifying:
- Discrepancy with respect to the approved rendering
- Manufacturing defects
- Missing or damaged components
Step 3 - Solution
In the event of ascertained non-conformity, we offer:
⚠️ Warning: In all cases of accepted disputes, we will proceed with the immediate deletion of the images and customised files uploaded by the customer, in accordance with our privacy policy.
5. CASES EXCLUDED FROM THE GUARANTEE
The following are not covered by the guarantee:
- Second thoughts after approving the rendering
- Errors in the information/images provided by the customer
- Subjective differences in the perception of colour/dimensions already specified
- Damage caused by improper use or tampering
- Modifications/additions requested after confirmation of the rendering
6. NON-CONFORMITY DEFECTS (LEGAL GUARANTEE)
Regardless of the exclusion of withdrawal, you are entitled to the legal guarantee of conformity (Arts. 128-135 of the Italian Consumer Code):
- Duration: 24 months from delivery
- Coverage: Defects existing at the time of delivery
- Remedies: Right to free repair or replacement
- Alternatives: Price reduction or termination of the contract if impossible
7. PRIVACY AND DATA DELETION
Processing of customised images:
- Your images/files are used exclusively for the production of your set
- Retention: for the time strictly necessary to fulfil the order
- In the event of an accepted dispute: immediate and permanent deletion
- Rights: access, rectification, erasure pursuant to the GDPR (Regulation (EU) 2016/679)
To exercise your rights, contact us via the site chat.
8. SUMMARY OF YOUR RIGHTS
| Situation | Right of Withdrawal | What You Can Do |
|---|---|---|
| Product conforming to the rendering | ❌ NO | No return/refund |
| Discrepancy from the rendering | ❌ NO withdrawal, ✅ YES protection | Replacement/discount/partial refund |
| Manufacturing defect | ❌ NO withdrawal, ✅ YES legal guarantee | Repair/replacement (24 months) |
9. CONTACT TIMES AND METHODS
Customer Service
💬 Site chat: Available on every page (bottom right corner)
🕒 Hours: Mon-Fri 9:00-18:00
Response times:
- First response: within 24-48 working hours
- Resolution of disputes: within 10 working days
10. ALTERNATIVE DISPUTE RESOLUTION
In the event of a dispute, you may turn to:
- European ODR platform: https://ec.europa.eu/consumers/odr
- Competent ADR body: You may request information via the site chat
11. LEGAL REFERENCES
- Italian Consumer Code (Legislative Decree 206/2005): Arts. 45, 49, 52-59, 128-135
- Directive 2011/83/EU on consumer rights (Recital 49)
- AGCM Measures 26820 and 26821 of 27 November 2017
- GDPR (Regulation (EU) 2016/679) for the processing of personal data