Right of withdrawal and Returns

Right of withdrawal and Returns

Pursuant to art. 5 Legislative Decree 185/1999, the customer has the right to withdraw from the purchase contract for any reason, without the need to provide explanations and without any penalty. To exercise this right, the customer must send Terrestili.it a communication to that effect, within 14 working days from the date of receipt of the products. This communication must be sent via contact form or via email to info@terreostili.it

Once the aforementioned notice of withdrawal has been received, Terreostili.it will quickly inform the customer of the methods for returning the goods which must take place within the following 48 hours.

If the goods have been delivered, the customer is required to return them within 7 working days starting from the date of receipt of the goods according to the following methods:

  1. the law applies to the product purchased in its entirety;
  2. Returns or replacements of semi-sealed products (protective bags, zip-locks, loose dice, etc.) or used or damaged products offered at a special price cannot be made;
  3. Returns of orders containing gift promotions, bonuses, goodies or other benefits cannot be made, nor can orders placed during special promotions that include limits or restrictions on the order itself (for example, euro, courier, time, quantity limits, etc.) .
  4. the purchased good must be intact and returned in the original packaging, complete in all its parts and in protective cellophane. It is not possible to return opened or discarded or unpacked products;
  5. the purchased good must be returned in the original or similar packaging and free from any dents, scratches, cuts or other damage that could reduce its commercial value;
  6. by law, the shipping costs for the return are charged to the customer;
  7. the shipment, until the certificate of receipt at Vocabolo Maestà 66A - Frazione Ripaioli Todi PG 06059 IT - remains under the complete responsibility of the customer;
  8. in the event of damage to the goods during transport, Terre Ostili will notify the customer of the incident (within the working day following receipt of the goods in its warehouses), to allow him to promptly file a complaint against the courier of his choice and obtain the reimbursement of the value of the asset (if insured); in this case, the product will be returned, with shipping costs borne by the customer, simultaneously canceling the request for withdrawal or alternatively the value will be reduced from the refund amount.

Terre Ostili is not liable in any way for damage or theft/loss of goods returned by uninsured shipments; upon its arrival at the warehouse, the product will be examined to assess any damage or tampering not caused by transport.

Terre Ostili will refund the customer the full amount already paid, within 14 days from the moment of acceptance of the return and it will be the customer's responsibility to promptly provide the bank details on which to obtain the transfer (IBAN of the invoice holder) or the number of credit card used at the time of purchase for the reversal of the amount.

If Terre Ostili .it detects distorted and/or harmful use of the right of return, it will suspend/close the account as per the Terms of Service and Sale.

Damaged or defective goods

The customer must promptly inform Terre Ostili of goods received damaged or defective before removing the cellophane.

To guarantee the legal guarantee it is essential to sign the package with reserve to the courier, so where damages, openings, tears or other types of damage are found on the external packaging, it is mandatory to sign with reserve. In the absence of a conditional signature, no assistance can be offered for damages.

In case of aesthetic damage such as dents, scratches, slight nicks that do not alter the usability of the product, TerreOstili.it is not required to offer guarantees of any kind, as required by law.

In the event of deep damage that compromises the usability of the product TerreOstili .it will undertake to replace the product, if possible and still available, or make a refund in agreement with the customer and at no additional cost. In case of return of the product, the customer will receive a full refund of the price paid during the purchase.