Shipping and Refunds


5.1 Unless otherwise agreed between the Parties or except in cases in which, with adequate notice, the DEMI Company informs the Customer of different timing regarding the delivery and execution of the concluded remote Contract, based on the availability of the Products or based on specific requests of the Customer which involve particular timing of execution, delivery and processing of the accepted order proposal, and without prejudice to the cases provided for in the following art. 7 which cannot be considered as an extension of delivery times attributable to the DEMI Company, the distance contract concluded pursuant to these General Conditions will be processed within a maximum of thirty days starting from the day following the day on which DEMI Company sent its acceptance to the Customer.

5.2 The delivery obligation is fulfilled by DEMI by transferring material availability or in any case control of the Products to the Consumer. If the DEMI Company does not fulfill its obligation to deliver the Products within the agreed deadline, the Consumer has the burden of inviting it to deliver within an additional deadline appropriate to the circumstances. If the additional period thus granted expires without the Products having been delivered to him, the Consumer is entitled to terminate the Contract remotely.

5.3 Upon delivery of the products by the courier, the Customer is required to check that the number of packages delivered corresponds to what is indicated in the transport document on the packaging and that the packaging itself is intact, not damaged or otherwise altered, also in the closing materials, checking with particular care the possible presence of signs that indicate the breakage of the goods sent. The Customer is also invited, in his own interest, to contest immediately to the person in charge of delivering the products, any damage to the packaging or the mismatch in the number of packages, rejecting the damaged goods if it is not possible to accept the package with reservation or if the damage is still visible without having to open the package, or by affixing the words "GOODS CONTROL RESERVE" and specifying in writing the reason for the reservation (e.g. "packaging deteriorated, broken, torn, punctured, wet, crushed...") on the courier's proof of delivery. Otherwise, no complaint will be accepted. The Customer also undertakes to promptly report, and in any case no later than 24 hours from the date of delivery, to the DEMI Company (by e-mail to or registered letter with acknowledgment of receipt to the address Vicolo Busoni 1B 50018 Scandicci) any and all possible problems relating to the integrity, correspondence and/or completeness of the products received, under penalty of forfeiture.

We also inform you that unreserved receipt of the Products does not allow the Customer to take legal action against the courier in the event of loss or damage to the Products, except in the event that the loss or damage is due to willful misconduct or gross negligence. of the courier itself and except for partial loss or damage not recognizable at the time of delivery. In the latter case, however, the damage must be reported as soon as it is known and no later than eight days after receipt. In any case, the application of the rules regarding the right of withdrawal and legal guarantee of conformity remains unchanged.

5.4 The Customer is required to report any particular characteristics relating to the place of delivery of the Product and/or its location. In the event that he does not provide such information or provides incorrect information, he will be responsible for any additional costs that the seller must bear to complete the delivery of the Product.

5.5 The Customer acknowledges that the collection of the Product is his precise obligation deriving from the purchase contract. In case of non-delivery due to the absence of the recipient at the address specified in the order form, after two unsuccessful delivery attempts, the package will go "in storage". In the event of failure to collect the Product within five working days from the day following the day on which the courier left the notice of passage, the contract will be considered terminated and the purchase order consequently canceled pursuant to art. 1456 cc Once the contract has been terminated, the DEMI Company will proceed with the reimbursement of the total amount possibly paid by the Customer, deducting the costs of the unsuccessful delivery of the Product, the costs of returning it to the DEMI Company and any other possible expenses in which it is incurred from the day following the day on which the courier left the notice of passage. The termination of the contract and the refund amount will be communicated to the Customer via e-mail.

5.6 Those who have not collected the shipment at least once cannot make purchases on the Site, regardless of the delivery or payment method chosen. In the event that such subjects place orders in violation of this provision, the purchase contract may be considered legally terminated pursuant to and for the purposes of art. 1456 cc The termination of the contract will be communicated to the Customer via e-mail.

5.7 The Customer is required to keep the original packaging of the product received for the entire warranty period. Products without the original packaging will not be accepted for return as without it the origin, authenticity of the product and legitimate possession cannot be verified. This applies both in the case of activation of the guarantee and in the case of returns, if the legal conditions exist.


Pursuant to the articles. 52 et seq. of the Consumer Code, the Customer who holds the status of consumer has the right to withdraw from the purchase contract of the Product without having to incur costs other than the direct costs of returning the goods, as provided for in this section and without having to provide any reason, within period of fourteen calendar days (“Withdrawal Period”).

The withdrawal period expires 14 (fourteen) days from the day on which the Consumer Customer or a third party, other than the carrier and designated by him, acquires physical possession of the products. In the case of multiple Products ordered by the Consumer through a single order and delivered separately, the right of withdrawal begins from the day on which the Consumer or a third party, other than the carrier and designated by the Consumer, acquires physical possession of the last Product. In the case of delivery of a Product consisting of multiple lots or pieces, it starts from the day on which the Consumer or a third party, other than the carrier and designated by the Consumer, acquires physical possession of the last lot or piece.

Before the withdrawal period expires, the Customer who qualifies as a Consumer must inform the DEMI Company of his decision to exercise the right of withdrawal from the distance contract. To this end, the Consumer can present any other explicit declaration of his decision to withdraw from the distance contract, transmitting it without any formality to any of the addresses indicated in these General Conditions of Sale or present on the site. The communication of withdrawal thus anticipated and sent, always within the period of 14 days, must be followed by a confirmation by registered letter with acknowledgment of receipt, sent no later than 48 hours later to Ditta DEMI vicolo Busoni 1/B 50018 Scandicci (FI)

The Consumer has exercised his right of withdrawal within the withdrawal period if the communication relating to the exercise of the right of withdrawal is sent in the manner described above by the Consumer before the expiry of the withdrawal period. The burden of proof relating to the exercise of the right of withdrawal in accordance with this article lies with the Consumer.

Once the notice of withdrawal has been received, the DEMI Company will communicate to the Consumer a confirmation of receipt, on a durable medium (this also being an email account and a declared email address), of the exercised withdrawal. The Company will promptly communicate to the Customer the instructions on the return method.

The Product, appropriately packaged and protected, must be sent to Ditta DEMI without undue delay and in any case within 14 calendar days from the date on which the Customer communicated to Ditta DEMI his decision to withdraw. The deadline is met if the Customer ships the Product before the 14 day period expires. The Customer must return the Product to DEMI using a carrier of their choice. The direct costs of returning the Product are borne by the Customer.

The Products sold on the Site are original and are shipped in their authentic packaging. During returns, the Products must be returned as received, in their original packaging, and including any accessories and/or elements that constitute an integral part thereof.

The shipment is under the complete responsibility of the Customer until it is returned to the DEMI Company and, as a result, the DEMI Company is not liable for damage, theft or loss of the returned goods. For this reason we recommend making an insured delivery. In the event of damage to the goods during transport, or other critical issues, the DEMI Company will promptly notify the Customer, to allow him to take action against the courier chosen by him for compensation (if insured). In this case the product will be made available to the Customer and the withdrawal request will be cancelled.

Upon arrival at the warehouse, the product will be examined to assess any damage or tampering not resulting from transport. If the package and/or the original packaging are damaged, DEMI will deduct a percentage from the refund due, corresponding to the decrease in value of the goods and as a contribution to the costs of restoration. In the event that the Product for which the withdrawal was exercised has suffered a decrease in value resulting from handling of the goods other than that necessary to establish the nature, characteristics and functioning of the Product, the refund amount will be reduced of an amount equal to this decrease in value. DEMI will notify the Customer of the circumstance and of the consequent decreased refund amount, by e-mail, within 5 working days of receipt of the Product, providing the same, in the event that the refund has already been paid, the bank details for the payment of the amount due by the Customer due to the decrease in value of the Product.

Without prejudice to the provisions of the previous point, DEMI will reimburse the Customer the amount relating to the purchase of the goods, within 14 days of their return, through a cancellation procedure using the same payment method used by the Consumer for the initial transaction.

The integrity of the goods is an essential condition for exercising the right of withdrawal. The right of withdrawal lapses due to the lack of the essential condition of integrity of the goods (packaging and/or its contents).

The goods, therefore, must be returned intact, unused, complete with all its parts and in the original packaging.

Any deficiencies in the packaging or signs of use on the goods will be relevant for the purpose of assessing the decrease in value of the goods, with consequent reduction in the sum credited back to the Customer.

Furthermore, the withdrawal applies to the Product in its entirety.

The discrepancy between the image accompanying the descriptive sheet of a product and what was received by the Customer, in relation to accessory elements such as colour, size or other, is not a valid reason for exercising the right of withdrawal.

In the event that the withdrawal has not been exercised in accordance with the provisions of the applicable legislation and, in particular, in the event that the Product is not intact in all its parts and/or accompanied by its accessories and/or elements that constitute it integral part, it will not lead to the termination of the contract and, consequently, will not give the right to a refund of the amount paid by the Customer for the Product. The DEMI company will notify the Customer via e-mail within 5 working days of receiving the Product, rejecting the withdrawal request. In the event of forfeiture of the right of withdrawal, the goods will remain at the DEMI headquarters available to the Customer for collection which must take place at the expense and under the responsibility of the Customer himself.