Attention: All returns must be previously authorized by us.
DO NOT send products to us without our permission.
Contact us, our team will show you the easiest and most convenient way to return the products to us and get a refund as quickly as possible!
RIGHT OF WITHDRAWAL
Pursuant to art. 52 and ss. of the Consumer Code, if you are a Consumer, you have the right to withdraw from the purchase contract. In any case, you can exercise the right of withdrawal without any penalty and without any obligation to specify the reasons.
This right must be exercised within 20 (twenty) days from:
a) in the case of provision of Services, from the day of the conclusion of the contract;
b) in the case of the sale of Products, from the day on which you or a third party, other than the carrier and designated by you, acquire physical possession of the Products;
c) in the case of multiple Products ordered through a single Order and delivered separately, from the day on which you or a third party, other than the carrier and designated by you, acquire physical possession of the last of the Products delivered;
d) in the case of delivery of a Product consisting of multiple lots or pieces, from the day on which you or a third party, other than the carrier and designated by you, acquire physical possession of the last lot or piece;
e) in the case of any contracts for the periodic delivery of products during a certain period of time, from the day on which you or a third party other than the carrier and designated by you acquire physical possession of the first of the Products;
f) in the case of supply of digital content not supplied on a material support, from the day of the conclusion of the contract.
To exercise the right of withdrawal you must send us a communication with the express and explicit declaration of your decision, to be sent to:
By ordinary mail to:
Strata Statale 11, km 331
36053 Gambellara (VI)
To return, follow these simple steps:
Request a return within 20 days by accessing the "ORDER HISTORY AND DETAILS" section in your user panel.
Enter the order, select the product you want to return and send the return request.
Pack the goods you return correctly, making sure that the product is well protected and that it is not damaged during transport;
Insert the purchase receipt inside;
Contact your trusted courier to be able to return the product to our address.
If you have made the return because you have changed your mind, the costs of returning the product and the shipping of the new one will be at your expense.
In the case of partial return, the shipping costs paid are understood to be used for the retained goods and are not refunded.
If, on the other hand, you have received a damaged or incorrect product, the shipping costs will be fully at our expense.
If you made a purchase as a guest and want to make a return, you need to convert it to a customer account.
Access the order tracking page at the the "guest tracking page" on our website, enter the order number that you will find in the confirmation email and your email and follow the procedure for conversion into a customer account, indicated at the end of the page.
Once converted to a customer account follow steps 1 to 8 above.
The purchased Products that you intend to return must be sent to the same address as above:
Strata Statale 11, km 331
36053 Gambellara (VI)
The direct costs for returning the Product are at your expense.
The Product must be returned in its original packaging and in a perfectly clean state. The substantial integrity of the product to be returned is an essential condition for exercising the right of withdrawal. We do not accept damaged returns, but kept in a normal state of conservation and / or kept with the use of normal diligence. Likewise, products damaged by detergents / cleaning additives etc., or products damaged by you due to inexperience, will not be accepted.
The transport risks for the return of the products are entirely at your expense, as well as the costs necessary for the return of the products subject to withdrawal.
Without prejudice to the above, we finally remind you that you are responsible for the decrease in the value of the products resulting from the handling of the goods other than that necessary to establish their nature, characteristics and functioning.
Once the integrity of the returned product and compliance with the other conditions indicated above have been verified, we will refund you the full amount paid for the products subject to withdrawal, no later than 20 (twenty) days from the date of receipt of the product, by the same payment method you used when placing your order.
In any case, we can withhold the refund until we have received the returned products, or until you prove that you have sent them.
Notwithstanding the foregoing, we remind you that we are not required to reimburse the additional costs, if you have expressly chosen a type of delivery other than the least expensive type offered by us. In particular we will not reimburse the additional costs, which will remain at your expense and you will therefore be required to pay.
Please remember that the exercise of the right of withdrawal is excluded in the following cases:
- in the case of the provision of Services (for example in the case of installations, maintenance on Products, etc., where provided by us) after the complete provision of the Service when the execution has begun with your express agreement, knowing as of now that in this case you lose the right of withdrawal following the full execution of the contract by us;
- in the case of the supply of Products or Services whose price is linked to fluctuations in the financial market that We are not able to control and which may occur during the withdrawal period;
- in the case of the supply of products made to measure or clearly personalized;
- in the case of supply of Products that risk deteriorating or expiring rapidly;
- in the case of supply of sealed Products that are not suitable for return for hygienic reasons or related to health protection and have been opened after delivery;
- in the case of the supply of Products which, after delivery, are, by their nature, inseparably mixed with other goods;
- in the event that you have specifically requested a visit from us and our operators for the purpose of carrying out urgent repair or maintenance work, where provided by us. If, on the occasion of such visit, We were to provide services in addition to those specifically requested by you or Products other than spare parts necessary to carry out maintenance or repairs, the right of withdrawal applies to such Services or additional Products;
These cases include, by way of example, all our Products subject to customization, limited edition, special or seasonal.
Finally, we remind you that the exercise of the withdrawal terminates the contract between us and you, without prejudice to the obligations of returning the Products and reimbursement and all the others described above, as well as terminating any ancillary contracts by right.