Right of Withdrawal
General Information
Pursuant to Italian Legislative Decree no. 206/2005 ("Consumer Code") and the EU Consumer Rights Directive, the Customer has the right to withdraw from the purchase contract, without providing any reason and without penalty, within 14 days from the date of receipt of the products.
The right of withdrawal applies exclusively to consumers, i.e., natural persons acting for purposes outside their entrepreneurial, commercial, craft or professional activity. Purchases made by companies or professionals with a VAT number are excluded from the right of withdrawal.
How to Exercise the Right of Withdrawal
To exercise the right of withdrawal, the Customer must send a written and explicit communication of their decision to withdraw from the contract. This communication must be sent within 14 days of receipt of the products and may be transmitted through one of the following methods:
- Email to: info@ceramichesofia.it
- Registered letter with acknowledgment of receipt addressed to: Sofia la Maiolica Calatina snc
Via Balchino 16, bis
Caltagirone (CT), Italy
The communication must contain:
- Customer's first and last name
- Customer's address
- Order number
- Date of receipt of the products
- Description of the products for which withdrawal is being exercised
Simply refusing the package on delivery, failing to collect it, or sending it back without a written communication does not count as exercising the right of withdrawal.
Package Refused on Delivery
If the Customer refuses the package or does not collect it, the withdrawal is valid only if the Customer notifies us in writing, using the methods above, within 14 days of the first delivery attempt. In this case, the return shipping costs and any customs duties, taxes and fees charged by the courier to Sofia la Maiolica Calatina snc are deducted from the refund.
Without a written communication the order remains valid: the Customer may ask us to ship the products again, with the new shipping costs at their expense.
Conditions for Exercising the Right of Withdrawal
- The products must be returned intact, unused and complete with all accessories, tags and original packaging.
- The products must be returned within 14 days of the date on which the Customer communicated the decision to withdraw.
- The Customer is responsible for the products until they arrive at our warehouse. We recommend suitable packaging and insured shipping.
- If the products come back broken, damaged or incomplete, the loss in value is deducted from the refund, up to the full price of the product if it can no longer be sold. The same applies to any loss in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the products.
Return of Products
The products must be returned to the following address:
Sofia la Maiolica Calatina snc
Via Balchino 16, bis
Caltagirone (CT), Italy
Return shipping costs are borne by the Customer, unless otherwise agreed.
Refund
In case of withdrawal, the Customer will be refunded all payments made, including delivery costs (except for any additional costs resulting from choosing a delivery method other than the least expensive standard delivery offered), within 14 days of the date on which Sofia la Maiolica Calatina snc was informed of the Customer's decision to withdraw. The amounts described above for damaged products and refused packages are deducted from the refund.
The refund may be withheld until the products have arrived at our warehouse.
The refund will be made using the same payment method used by the Customer for the original transaction, unless otherwise agreed. In any case, the Customer will not incur any costs as a result of the refund.
Exclusions from the Right of Withdrawal
The right of withdrawal does not apply to:
- Custom-made or clearly personalized goods.
For further information or clarification, the Customer can contact customer service:
- Phone: (+39) 0933 31657 (Mon-Fri: 8.30-13.00 / 15.00-18.30, Italian time)
- Email: info@ceramichesofia.it