Refund policy

RIGHT OF WITHDRAWAL

Pursuant to 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 expiry of the withdrawal period, 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 how to return.

The Product, appropriately packaged and protected, must be shipped 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 the return phase, 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 means of payment 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 their parts and in the original packaging.

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

The withdrawal also 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, dimensions or other, is not a valid reason to exercise 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 by elements that constitute an integral part thereof, 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.