This section sets out the terms and procedures applicable to exchanges, returns and the right of withdrawal for purchases made on www.matteoda.it.
Please note the distinction between:
Product exchange (voluntary policy): a commercial service offered at the Seller’s discretion and subject to the conditions below;
Right of withdrawal (statutory right): a legal right granted to Consumers only, under applicable consumer protection laws.
A) PRODUCT EXCHANGES (VOLUNTARY COMMERCIAL POLICY)
El-Ga Srl (Matteoda.it) may offer Customers the possibility to request a product exchange as an additional commercial service, without prejudice to the statutory right of withdrawal for Consumers (where applicable).
A.1 Time limit to request an exchange
An exchange request must be submitted within 4 (four) business days from receipt of the goods by sending an e-mail to info@matteoda.it, including:
order number and/or invoice/delivery note reference;
item(s) to be returned;
item(s) requested in exchange.
All exchanges must be authorised in advance by Customer Service (RMA procedure).
Unauthorised returns for exchange purposes will not be accepted.
A.2 Conditions for acceptance of the exchange
An exchange may only be accepted if the product is returned:
intact, unused and complete in all its parts;
including any accessories, manuals and supplied components;
with original packaging present and not damaged, where applicable.
The Customer is responsible for properly packaging the goods for transport, in order to prevent damage.
A.3 Products excluded from exchange
The following items are excluded from the exchange policy, by way of example (non-exhaustive):
special products, customised goods, made-to-order items and/or goods not held in stock;
products identified as spare parts or supplied upon the Customer’s specific request;
security-related products and/or goods including keys, locking devices or components that may affect security (e.g. cylinders, locks, safes, locking systems);
technical products which, by their nature, cannot be resold as new.
A.4 Shipping costs for exchanges
In case of an exchange, shipping (return and re-delivery) costs are borne by the Customer, who may:
use a courier of their choice, or
request a collection/shipping service through El-Ga Srl’s partnered couriers (costs will be communicated before authorisation).
A.5 Return address for exchanges
Unless otherwise instructed by Customer Service, exchange returns must be sent to:
El-Ga Srl – Matteoda.it
Via Varazze 1
10040 La Loggia (TO) – Italy
A.6 Return inspection
Returned parcels may be inspected and documented (including by video recording) solely for the purpose of verifying the condition of the returned goods and protecting both parties.
A.7 Price differences
If there is a price difference between the returned item and the replacement item:
if the new item has a higher price, shipment will take place only after payment of the difference;
if the new item has a lower price, the difference may be refunded or managed as store credit, subject to agreement with the Customer.
If the returned goods do not meet the conditions set out above, El-Ga Srl may refuse the exchange and make the goods available for collection or return shipment at the Customer’s expense.
B) RIGHT OF WITHDRAWAL (CONSUMERS)
B.1 Scope of application
In accordance with applicable consumer protection rules (including Legislative Decree 206/2005 – “Italian Consumer Code” and Legislative Decree 21/2014 implementing Directive 2011/83/EU), the right of withdrawal is granted exclusively to Consumers.
The right of withdrawal does not apply to Professional Customers (purchases with VAT number), unless otherwise agreed in writing.
B.2 Withdrawal period
Consumers have the right to withdraw from the purchase contract within 14 (fourteen) days from the day on which the Consumer (or a third party designated by the Consumer, other than the carrier) acquires physical possession of the goods.
To exercise the right of withdrawal, the Customer must send an explicit statement (for example via e-mail or PEC), specifying:
Customer’s name and surname;
order number;
the item(s) for which withdrawal is requested.
Where available, the Customer may (optionally) use the standard withdrawal form provided on the Website.
B.3 Withdrawal notice address
The withdrawal notice must be sent to:
El-Ga Srl – Matteoda.it
Via Varazze 1
10040 La Loggia (TO) – Italy
E-mail: info@el-ga.it
PEC (certified e-mail): elga@pec.el-ga.it
B.4 Return of goods
The Customer must return the goods without undue delay and in any event no later than 14 (fourteen) days from the day on which the withdrawal notice is sent.
Returned goods must be:
complete in all parts;
returned with any accessories, manuals and documentation;
where possible, returned in the original packaging.
Where possible, it is recommended to place the original box inside a second outer box and to avoid attaching labels or adhesive tape directly to the original product packaging.
B.5 Return shipping costs
Unless otherwise stated, the direct cost of returning the goods is borne by the Customer.
Shipments sent “freight collect” may be refused.
B.6 Depreciation of goods and non-resalable products
The Customer shall be responsible for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods, as provided under applicable consumer law.
In particular, for security-related goods (such as cylinders, locks, key-based devices or locking systems), opening the packaging and/or breaking seals, envelopes or key kits may render the product non-resalable and/or non-returnable to stock for security reasons.
In such cases, if the withdrawal is exercised, El-Ga Srl may apply a depreciation up to the total reduction of the refund amount (up to zero), without prejudice to the Customer’s right to have the goods returned to them at their expense.
B.7 Refund
In the event of a valid withdrawal, El-Ga Srl shall reimburse all payments received from the Customer, including standard delivery costs (excluding any supplementary costs arising from the Customer’s choice of a delivery method other than the least expensive standard delivery offered), within 14 days from the day on which El-Ga Srl is informed of the Customer’s decision to withdraw.
The Seller may withhold reimbursement until:
the goods have been received back, or
the Customer has supplied evidence of having sent back the goods, whichever occurs first.
Refunds will be made using the same means of payment as used by the Customer, unless otherwise agreed.
B.8 Exceptions to the right of withdrawal
The right of withdrawal does not apply in the cases provided by applicable consumer law, including (by way of example):
goods made to the Consumer’s specifications or clearly personalised;
technical products manufactured or supplied upon the Customer’s specific request and/or made-to-order and not held in stock (e.g. certain flue system and chimney components made upon request);
other cases provided by law.
B.9 Return inspection
Returned parcels may be inspected and documented (including by video recording) solely for the purpose of verifying the condition of the returned goods and protecting both parties.
C) DIFFERENCE BETWEEN WITHDRAWAL AND WARRANTY
The right of withdrawal is separate and independent from the legal warranty of conformity applicable to Consumers.
In case of defects or lack of conformity, the Customer should contact Customer Service to open the relevant assistance procedure (RMA).