According to the Code of EU Online Rights and the Directive 2011/83/EU of the European Parliament, Clients can exercise the right to withdraw from a Purchase Contract (hereinafter "Right of Withdrawal"), without providing any reason. This shall also entail no penalties.
The right of withdrawal can include all purchased goods (complete withdrawal) or only part of them (partial withdrawal).
In order to exercise the right of withdrawal, Clients shall send a withdrawal communication within 14 (fourteen) days starting from the day the products are physically delivered to a Client or to a Consignee acting on behalf of the Client, and either subject signs the delivery note thereby accepting the goods. The Client is free to withdraw in his own words, provided his/her statement desribing his/her decision to withdraw is unequivocal or to use the
Withdrawal Form, also available in the 'Orders' area. The withdrawal information should be sent as follows, at the Client's discretion:
Registered post to: Edilportale.com SpA, via Loiacono, 20 – 70126 BARI (Italy),
email : [email protected]
Fax: +39 080 9995130.
When the Seller is other than Edilportale, our customer service will forward the withdrawal request to the Seller. Further information on how to exercise the right to withdraw from purchase, may be directly asked to the Seller by clicking on the link "Contact the Seller" in the reservedarea 'Orders'.
The right of withdrawal shall not be applicable to the supply of goods made to the consumer’s specifications, i.e., non- prefabricated goods made on the basis of an individual choice of or decision by the consumer. If the right of withdrawal is not applicable on the products on sale, the Site shall show the phrase "right of withdrawal not applicable" in the product data sheet, in the page of the purchase procedure or in the order confirmation sent via email. Clients are kindly invited to always check the presence of this phrase.
When Clients correctly exercise their right of withdrawal, they will receive an email message at the email address provided when registering. This email shall bear all the necessary instructions in order to return products: file number, how to label packages and where to send the packages (or the contact numbers of a forwarding agent with whom Clients can arrange the pickup).
For the products sold by Edilportale, the address where the goods are to be returned is: Hub EDILPORTALE c/o TRAMO, Via Stradivari 6 20833 Giussano (MB) - Italy - When the Seller is other than Edilportale, the address where the goods are to be returned is the same of the Seller's, as indicated in the product sheets and in the Order Confirmation.
The Product/s shall be returned to the Seller not later than 14 (fourteen) days after having informed the Seller about his/her the decision to withdraw from the purchase. The postmark date will determine the real posting date, alternatively, the collection date by the forwarding agent shall be considered as the return date.
If the Client has exercised his right of withdrawal in accordance with the provisions set forth in these terms and conditions, the Seller will fully reimburse all payments received from the Client, including shipping costs. The reimbursement will be carried out using the same means of payment as the Client used for the initial transaction, without undue delay and, in any event, not later than 14 (fourteen) days from from the day on which we are informed about the Client's decision to withdraw from his/her contract. The Supplier may withhold reimbursement until the goods are received back or the Client has supplied evidence of having sent back the goods, whichever is the earliest.
The Client will have to bear the direct cost of returning the goods.
If the goods, by their nature, cannot normally be returned by post, please find below the maximum shipping costs estimated, by product type:
- Bulky items (e.g., sideboards, sofas): €500
- Small items, up to 10kgs: €50
The goods shall be returned in resalable conditions, preferably their original packaging and together with all accessories. Clients are liable for any diminished value of the goods when these are handled differently from the provided instructions regarding verification of an item's nature, features and function. Should this happen, the Seller reserves the right to require a refund from the user due to the decrease in value of the product. Therefore, even if the law in force does not oblige the Buyer to purchase an insurance policy on the goods returned, when exercising the right to withdrawal, may we suggest that Clients acquire one.
Refund for unavailable goods
Goods for sale may suddenly become unavailable due to goods being sold out. This might happen even after the Purchase Order registration. Should a product become unavailable, the buyer shall be informed either by phone or by email within 20 (twenty) days from the Order date, and the Purchase Order shall be modified only with regard to the unavailable product.
Should a buyer have already paid for the unavailable item, Edilportale shall refund the sum paid by the buyer, including shipping costs, within 10 (ten) days starting from the date the buyer receives the communication advising the unavailability of the purchased product. The buyer shall be informed by email about the exact amount refunded. This amount will be credited to the buyer using the same payment method chosen by the Client to perform the relevant purchase, or via bank transfer.
Edilportale shall not be liable for any delays in the crediting of refunded sums that are due to the banking houses used by buyers to perform payment. In any case, the value date of the refund shall be the same of the payment, in order to further protect the buyer.
Should Clients find that there are problems with the products received, they have the right to directly contact the Seller's Customer Service, may it be Edilportale or the Manufacturer selling on the site, within 3 (three) days from delivery, in order to advise any discrepancies with their Order, may these be wrong items, damaged items, defective items or items with missing parts.
Any returned item shall be replaced. The Seller may be entitled to opt for a refund as an alternative to product replacement.
The return file is open upon reception of the documents sent by the Client, these may include photos of the damage claimed. Customer is advised to keep the original packaging and the delivery document.
In case of a Return, the Seller shall contact the Client within 3 (three) working days in order to shorten waiting time and provide all necessary information regarding the return procedure, specifically, the delivery place for the returned item and the label to be placed on the package.
When a product is returned, it is the Client's responsibility to package the item, and all its parts, correctly inside the original packaging material in order to avoid damages.
The replacement product manufacturing process and its shipment shall start upon reception of the returned product. Replacing a product or a part of it may require the same or longer shipment and delivery time indicated in the relevant Purchase Order.
All expenses linked to returning and replacing a product, as indicated in the above mentioned clauses of this section, shall be borne by the Seller.