Right of Withdrawal

Online product sales are governed by Articles 45 to 67 of Legislative Decree 206/2005 (Consumer Code).

This legislation grants consumers the right to withdraw from contracts or contractual proposals, guaranteeing them the right to return the purchased product and obtain a refund of the amount paid.

The right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery.

Who does the right of withdrawal apply to?

The right of withdrawal provided for by the Consumer Code applies exclusively to customers purchasing as consumers, namely natural persons acting for purposes unrelated to their business, commercial, craft or professional activity.

Purchases made with a VAT number for professional or business purposes do not benefit from the right of withdrawal provided for under Articles 52 and following of the Consumer Code. However, it is possible to request an exchange for a product of equal or greater value.

The costs of returning the product are borne by the Customer.

Methods and time limits for exercising the right of withdrawal and returning the goods

  1. The Customer has a period of 14 (fourteen) days to withdraw.
  2. The withdrawal period expires 14 (fourteen) days after receipt of the goods or, in the case of services, after conclusion of the contract.
  3. Within this period, the Customer must submit a return request by completing this module
  4. Return of goods: following the withdrawal request, the Customer is required to return the goods to the Seller (or deliver them to a third party authorized by the Seller) without undue delay and in any event within 14 (fourteen) days from the date on which they communicated their decision to withdraw from the contract. The deadline is considered met if the Customer sends the goods back before the 14-day period has expired.

Condition of the Product

The Customer is responsible for any reduction in the value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the products, namely:

  • the right of withdrawal applies to products in their entirety
  • the returned product must be received in the same condition in which it was delivered and in its normal state of preservation
  • the returned product must be complete with all its parts (accessories, cables, instruction manuals, etc.)
  • the returned product must include its original packaging
  • the returned product must be clean and not dirty or dusty

Upon receipt of the product, Indors will inspect the condition of the goods and may apply a reduction to the refund in the event of a decrease in value resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

If the product is new and intact, a full refund will be issued, including the one-way delivery costs. Return shipping costs are always borne by the Customer.

If the product is not new and intact, is dirty and dusty or damaged, we provide the following estimated reduction table. These values are naturally indicative; a specific assessment will be carried out by our technicians upon receipt of the returned product.

Defect detected upon receipt of the goods Refund reduction Description of the condition of the goods upon receipt
Without original packaging (including pallet if received with one) -8 % New but without the original box and / or without the pallet
Minor cosmetic defects or dirty and dusty product -13% Minor scratches and / or small, slightly visible dents - dirty, dusty product
Obvious cosmetic defects from -16% to -18% Working product but with visible defects that do not affect its operation (abrasions, clearly visible dents, damaged parts, etc.)
Product used for testing -20% Working product but with slight signs of use resulting from a test carried out before the return.
Product used for several hours -25% Working product that has been used and returned after being tested for a longer period, with noticeable signs of wear.
Heavily used product from -30% to -50% Working product but with clear signs of use, regardless of the number of days elapsed since purchase.

Refund methods and timeframes

Pursuant to Article 56 of Legislative Decree 206/05, INDORS will refund all payments within 14 (fourteen) days from the date on which it became aware of the Customer's exercise of the right of withdrawal. Indors may withhold the refund until the goods have been received. For purchases made using one of the following payment methods:

  • cash on delivery
  • bank transfer
  • postal payment slip

INDORS will issue the refund by bank transfer. For purchases made by Credit Card, the refund will be issued by reversing the transaction directly to the Credit Card. For purchases made via PayPal, the refund will be credited back to the Customer's account. For purchases made using Easygift Vouchers/Cards, the Customer will be entitled to have the vouchers reinstated.

Return Methods

Return arranged by the Customer

The Customer may choose to ship the product independently within 14 days from the return request and its approval by INDORS. The return must be sent to the following address:

Indors
Via Antonio de Pollis, 19
33048 San Giovanni Al Natisone, fraz. Medeuzza (UD)

Option to return the product using our collection service

If the Customer is unable to return the goods independently, they may use our product collection service. INDORS will send a specialized courier to collect the package. Collection costs are borne by the Customer, will be agreed upon before the courier is dispatched and will be deducted from the refund amount.

For both return methods, INDORS is not liable for any transport-related damage caused by inadequate packaging.

Supplier's Right of Withdrawal

INDORS Snc di Inciso Domenico & C. has the right to withdraw from the sales agreement within 30 days from the order date by providing the Customer with a simple reasoned notice:

  1. if it is unable to fulfil the requested order due to the unavailability, even temporary, of the ordered product (pursuant to Art. 54, paragraph 2 of Legislative Decree 206/05).
  2. if circumstances arise that make it impossible to complete the transaction under the normal conditions and procedures provided for.

In such cases, the Customer shall only be entitled to the refund of any amount already paid.

Exclusions from the right of withdrawal

Pursuant to Art. 59 of Legislative Decree 206/2005, the right of withdrawal is excluded in the following cases:

  • for the supply of goods made to measure or clearly personalized;
  • for the supply of goods that are liable to deteriorate or expire rapidly;
  • for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery.

Made-to-measure or customized products

Products made to measure, configured, modified or customized at the Customer's specific request are not subject to the right of withdrawal provided for distance purchases.
This category includes, by way of example, products manufactured according to specifications, dimensions, configurations, characteristics or special requirements indicated by the Customer at the time of ordering, such as extractor hoses, in accordance with Art. 59, paragraph 1, letter c), of Legislative Decree 206/2005.

Therefore, the right of withdrawal cannot be exercised for customized products or products made at the Customer's specific request.