Refund policy
Right of Withdrawal
Unless an exception applies, the User may enjoy the right to withdraw from the contract within the period specified below (usually 14 days) for any reason and without justification. The User can find more information about the right of withdrawal in this section.
Who enjoys the right of withdrawal
Unless one of the exceptions listed below applies, Users acting as European Consumers enjoy by law the right to withdraw from contracts concluded online (distance contracts) within the time period specified below for any reason and without the need for justification.
Users who do not meet these requirements do not enjoy the rights described in this section.
Exercise of the right of withdrawal
To exercise the right of withdrawal, the User must send the Holder an unequivocal notice of his intention to withdraw from the contract.
For this purpose, the User may use the model withdrawal form found in the definitions section of this document. However, the User is free to express his or her intention to withdraw from the contract in any other suitable form. In order to comply with the period within which the right must be exercised, the User must send the withdrawal statement before the withdrawal period expires.
When does the withdrawal period expire?
In case of purchase of goods, the withdrawal period expires after 14 days from the day on which the User or a third party - appointed by the User and different from the courier - takes possession of the goods.
In case of purchase of several goods ordered together but delivered separately or in case of purchase of a single good consisting of several lots or pieces delivered separately the withdrawal period expires after 14 days from the day on which the User or a third party - appointed by the User and different from the courier - takes possession of the last of the goods, lots or pieces.
In the case of contracts for the provision of a service, the withdrawal period expires after 14 days from the day of conclusion of the contract, unless the User has waived the right of withdrawal.
In the case of contracts for the purchase of digital content not provided on a tangible medium, the withdrawal period expires after 14 days from the day of conclusion of the contract, unless the User has waived the right of withdrawal.
Effect of withdrawal
The Holder shall refund all payments received including, if made, those relating to delivery charges to Users who have properly exercised their right of withdrawal.
However, the increased cost resulting from choosing a particular delivery method other than the cheapest standard delivery offered by the Holder shall remain the responsibility of the User.
... on contracts for the purchase of digital goods
The refund shall be made without undue delay and in any event within 14 days from the day on which the Holder was informed of the User's decision to withdraw from the contract. Unless otherwise agreed with the User, the refund shall be made using the same means of payment used for the initial transaction. The User shall not incur any costs as a consequence of the withdrawal.
... on contracts for the purchase of tangible goods
Unless the Holder has offered to collect the goods, the User is obliged to return them to the Holder or other person authorized by the Holder to receive them without undue delay and in any case within 14 days from the day on which the User communicated his intention to withdraw from the contract.
Reimbursement shall be made after the seller has received the goods and checked them for damage.
The deadline is met if the delivery of the goods to the carrier or other authorized person occurs before the expiration of the 14-day period described above. The refund may be withheld until receipt of the goods or until the User has provided proof of return of the goods.
The User shall be liable for any diminution in the value of the goods resulting from use of the goods other than that necessary to establish their nature, characteristics, and operation.
Return shipping costs are the responsibility of the Customer (for orders outside italy)
... on contracts relating to a service
If the User exercises the right of withdrawal after requesting that the provision of the service commence before the end of the withdrawal period, the User shall be obliged to pay the Holder a fee proportionate to the part of the service provided up to the time when the User informed the Holder of his intention to withdraw with respect to the entire service under the contract.
The fee shall be calculated on the basis of the contractually agreed price and shall be proportionate to the part of the service provided up to the time when the User exercises withdrawal with respect to the entire service under the contract.
Exceptions to the right of withdrawal
There is no right of withdrawal from contracts:
Of supply of digital content on non-material medium, when the performance is initiated with the express consent of the User and with the acceptance to lose the right of withdrawal;
Of supply of custom-made or clearly customized goods;
of supply of sealed goods that are not suitable to be returned for hygienic or health protection related reasons and have been opened after delivery;
where the Consumer has specifically requested a visit by the Holder for the purpose of carrying out urgent repair or maintenance work. If, in connection with such visit, the Holder provides services in addition to those specifically requested by the Consumer or goods other than spare parts necessary to carry out maintenance or repairs, the right of withdrawal shall apply to such additional services or goods;
of providing services after the service has been fully performed, when performance has begun with the express consent of the User and with the acceptance that the right of withdrawal will be lost upon full performance of the contract;