Returns and right of withdrawal

If you bought as a private consumer, you can withdraw from the contract within 14 days of delivery, without giving any reason. This page explains how to do it, what to send back and when you receive your refund.

Who can withdraw

The right of withdrawal belongs to consumers, that is, people buying for purposes outside their trade, business or profession. It does not apply to purchases made by companies and professionals with a VAT number: in these cases please contact us and we will look for a solution together.

How to withdraw

1. Fill in the online withdrawal form: you only need your order number and the email address used for the purchase. If you have an account, the same button is in the order details.
2. Choose the items and quantities to return. You can withdraw from the whole order or from part of it.
3. You receive an email confirming your request. We then contact you with instructions and the address to send the return to.

Alternatively you can inform us of your decision by an explicit statement, writing to the contact details on our Contact page.

Returning the products

• Products must be sent back within 14 days of the day you informed us of your withdrawal.
• Return shipping costs are paid by the customer. You can choose any carrier: we recommend a tracked and insured shipment, because the return transport is at your risk.
• Return the products intact, complete with accessories, manuals and, as far as possible, the original packaging. You may examine the product as you would in a shop: if it has been used beyond what is necessary to establish its nature, characteristics and functioning, the refund may be reduced in proportion to the loss of value.

Refund

The refund is made within 7 days of receiving the returned goods, using the same means of payment used for the purchase. It includes the price of the returned products and, if you withdraw from the whole order, the shipping costs you paid for standard delivery.

When withdrawal does not apply

As provided by law, withdrawal is excluded in some cases, including:

• products made to the customer's specifications or clearly personalised;
• sealed software and sealed audio or video media, if unsealed after delivery;
• licences and digital content not supplied on a tangible medium, when supply has begun with your agreement.

Faulty or non-conforming products

If the product has a defect this is not a withdrawal: the legal guarantee of conformity applies. You will find all the information on the page Your legal guarantee rights.