1) General information
These General Terms and Conditions of Sale govern the sale of products and services through the website www.matteoda.it (hereinafter the “Website”) by:
El-Ga Srl
Registered office: Via Pralormo 143 – 10022 Carmagnola (TO) – Italy
Operational office: Via Varazze 1 – 10040 La Loggia (TO) – Italy
VAT / Tax ID: IT 12540380016
REA: TO-1297801
Share capital: Euro 15,000.00 fully paid
Contacts:
Phone: +39 011 6699877
Email: [email protected]
PEC (certified email): [email protected]
By placing an order on the Website, the Customer confirms that they have read and fully accepted these General Terms and Conditions.
2) Definitions
Consumer (B2C Customer): a natural person purchasing for purposes outside their trade, business or profession.
Professional (B2B Customer): a person or entity purchasing in the course of their business activity, including VAT-registered customers.
Sales to Consumers are governed by applicable Italian and EU consumer protection rules (including distance selling and consumer sales legislation).
3) Scope of the contract
These Terms apply to the online purchase of products displayed on the Website, including any ancillary services (such as shipping and delivery options).
4) Formation of the contract and order acceptance
4.1 Contract formation
The sales contract is deemed concluded when El-Ga Srl sends the Customer an order confirmation (including by email) and/or dispatches the ordered products.
4.2 Right to cancel or reject an order (objective reasons)
El-Ga Srl reserves the right to cancel or reject an order, in whole or in part, for objective reasons, including (by way of example):
product unavailability;
material or technical errors in pricing or product information;
failed or unauthorized payment;
force majeure events;
reasonable suspicion of fraud or improper use of payment methods.
In such cases, the Customer will be informed promptly and, where payment has already been made, the paid amount will be refunded using the same payment method (unless technically impossible).
5) Prices, availability and product information
All prices are stated in Euro and include VAT where applicable.
El-Ga Srl may update prices at any time; the price shown at the time of order submission shall apply.
In the event of an obvious pricing error or actual unavailability of a product, the order may be cancelled and, if already paid, refunded.
5.1 Differences between online and in-store prices
Prices applied in physical stores may differ from online prices due to different operational and promotional conditions. Online prices shall not be used as a basis to revise in-store purchases.
5.2 Drop-shipping and external warehouses
Orders may be fulfilled from the store, external warehouses and/or directly from the logistics facilities of manufacturers or distributors. Product availability is therefore subject to prior sale.
5.3 “Orderability” vs. actual stock availability
The Website catalogue indicates the orderability of products and, unless expressly stated otherwise, does not represent immediate stock availability.
Actual availability may depend on external warehouses, manufacturers’ or distributors’ logistics, and drop-shipping arrangements.
Customers may contact our Customer Service before placing an order to request confirmation of availability and a more accurate estimate of processing and delivery times.
In the event of subsequent unavailability or significantly different lead times compared to standard expectations, El-Ga Srl will inform the Customer promptly.
5.4 Product images and technical data
Product images and descriptions are for illustrative purposes only. El-Ga Srl regularly updates product information; however, manufacturers may introduce modifications that may not be communicated immediately.
6) How to purchase
Customers may purchase products online by following the guided checkout process on the Website.
7) Payments
7.1 Cash on delivery (COD)
Cash on delivery (COD) is available only for deliveries within Italy, for orders up to Euro 500.00.
A service fee equal to 2% of the order amount applies, with a minimum fee of Euro 5.00. This fee is clearly displayed during checkout.
COD availability may be limited or excluded for specific product categories and/or certain types of goods (for example due to weight, dimensions, value, logistics constraints, or installation-required products). Where not available, the Customer will be able to select other payment methods during checkout.
In the event of non-collection, refusal of delivery, or storage with return to sender, the Customer may be charged the actual costs incurred (shipping, storage, return), as well as any additional documented administrative or handling costs.
7.2 Bank transfer (advance payment)
Orders paid by bank transfer will be processed only after payment is credited to El-Ga Srl’s bank account.
7.3 Credit/debit cards
Card payments are processed through certified payment providers. Card details are not stored on El-Ga Srl’s servers. Refund processing times depend on the card issuer.
7.4 PayPal
When using PayPal, the charge is handled according to PayPal’s procedures. Refunds will be processed in accordance with PayPal’s rules.
7.5 HeyLight instalment payments (Compass)
Where available, Customers may choose instalment payments via HeyLight (Compass) through an online procedure.
Approval of the instalment plan is subject to the assessment and acceptance by the credit/payment service provider.
If the request is not approved or the process has a negative outcome, the order cannot be completed using this payment method and the Customer may select another available payment method.
7.6 Alma instalment payments
Where available, Customers may choose instalment payments via Alma through an online procedure.
Approval may be subject to checks and acceptance by the service provider.
If the request is not approved or the process has a negative outcome, the order cannot be completed using this payment method and the Customer may select another available payment method.
8) Shipping and delivery
8.1 Delivery areas and logistics criteria
El-Ga Srl ships within Italy and to selected EU and non-EU countries served by our courier partners. For destinations not normally covered, Customers may request a dedicated quotation.
Available shipping options depend on destination areas served by couriers and on product characteristics (weight, dimensions, and type). Any logistical delivery limitations are not intended as discrimination based on nationality or place of residence.
Deliveries to PO Boxes or mail forwarding/domiciliation services are not available, except for courier pick-up/hold services where applicable.
8.2 Thermo products and installation-required products (Italy / international requests)
For thermo products and installation-required goods (including, by way of example, pellet stoves, thermo-stoves, boilers, flue system components, chimneys and technical installation accessories), specific rules apply due to safety requirements, installation standards and after-sales support.
Standard delivery (Italy)
For technical, logistical and after-sales service management reasons, these products are normally available with standard delivery exclusively within Italy.
International shipping upon request (subject to acceptance)
Any request for delivery outside Italy may be evaluated only upon Customer request and, if accepted, will be handled under specific conditions (including delivery times, costs and procedures) which will be communicated to the Customer before order confirmation.
Export and use outside Italy – Customer responsibility
In the event of export and/or use of the product outside Italy, the Customer acknowledges and accepts that such export/use is under the Customer’s responsibility with respect to:
compliance with local laws, technical requirements and safety rules in the country of destination/use (e.g. installation standards, flue gas exhaust, certifications, inspections, etc.);
potential limitations or conditions applied by local distribution networks and/or authorised service centres.
8.3 Processing and delivery times
Delivery and processing times are indicative and may vary depending on logistics, product type and courier performance.
8.4 Customer duties upon delivery
Upon delivery, the Customer must check the number of packages and the integrity of the packaging.
In case of visible damage or anomalies, the Customer must accept the goods with reservation and promptly notify Customer Service, providing photos where possible.
9) Returns and RMA procedures
Returns are accepted only upon prior authorization by Customer Service (RMA) and according to the instructions provided. Unauthorized returns, shipments sent freight collect, or returns not compliant with instructions may be refused.
The Customer is responsible for proper packaging. Any damage resulting from insufficient packaging may prevent correct handling of the return or the technical assistance procedure.
9.1 Return address (returns / RMA)
Unless otherwise communicated by Customer Service, returns and technical returns must be sent to:
El-Ga Srl – Via Varazze 1 – 10040 La Loggia (TO) – Italy
10) Warranty
10.1 Legal warranty of conformity (Consumers)
Products sold to Consumers are covered by the legal warranty of conformity under applicable consumer law.
In case of lack of conformity, the Consumer is entitled to the remedies provided by law.
To request assistance, Customers must retain proof of purchase (invoice/delivery note). If technical checks exclude a lack of conformity, the Customer may be charged for verification/intervention and any shipping costs incurred.
10.2 Manufacturer’s commercial warranty
Where available, the manufacturer’s commercial warranty is additional and does not replace the legal warranty. Terms and conditions are set out in the manufacturer’s documentation.
10.3 Installation-required products
For products requiring installation, the Customer must ensure that installation is performed properly and in compliance with applicable technical and safety regulations, following the manufacturer’s instructions. Where applicable, the Customer must retain installation documentation/certifications.
Malfunctions or damage caused by improper installation, misuse, tampering, lack of maintenance or defects in the installation system do not constitute a lack of conformity and may not be covered by the legal warranty.
10.4 Warranty and assistance for thermo products used/shipped outside Italy
In case thermo products are shipped or used outside Italy, the Customer acknowledges that:
the availability of authorised service centres abroad may vary and is not guaranteed for products purchased online from a foreign seller;
legal warranty assistance will be handled by the Seller through an RMA procedure and may require preliminary technical checks and/or the return of the product (or parts thereof) to the Seller in Italy.
11) Right of Withdrawal (Consumers Only)
11.1 Scope of Application
In accordance with Articles 9 et seq. of Directive 2011/83/EU on Consumer Rights and Articles 52 et seq. of Italian Legislative Decree No. 206/2005 (Italian Consumer Code), the Consumer has the right to withdraw from the contract, without giving any reason, within 14 (fourteen) days from the day on which the Consumer, or a third party other than the carrier and indicated by the Consumer, acquires physical possession of the goods.
The right of withdrawal applies exclusively to Consumers (B2C) and does not apply to Professionals (B2B), unless otherwise agreed in writing.
11.2 Exercise of the Right of Withdrawal
To exercise the right of withdrawal, the Consumer must send an explicit statement of withdrawal (for example by email or certified email) before the expiry of the withdrawal period, clearly indicating:
the Consumer’s name and surname;
the order number;
the product(s) concerned.
The Consumer shall return the goods without undue delay and in any event no later than 14 (fourteen) days from the date on which the withdrawal was communicated.
Unless otherwise agreed, the direct costs of returning the goods shall be borne by the Consumer.
11.3 Exceptions to the Right of Withdrawal (Custom-Made and Personalized Goods)
Pursuant to Article 16(c) of Directive 2011/83/EU and Article 59, letter c) of the Italian Consumer Code, the right of withdrawal shall not apply to:
goods made to the Consumer’s specifications;
clearly personalized goods;
goods manufactured or modified according to specific individual requests of the Consumer.
By way of example and without limitation, this includes:
flue components manufactured to specific lengths or dimensions requested by the Consumer;
technical products configured according to non-standard specifications;
products modified or specially produced upon request and not resalable to third parties without substantial alterations.
The exclusion applies strictly within the limits set by applicable law.
Where a product is simply ordered upon request but remains a standard, non-personalized item, the right of withdrawal shall remain applicable.
11.4 Goods Intended for Installation (Heating Appliances and Technical Components)
For goods intended for installation, including but not limited to:
pellet stoves;
boilers;
inserts;
heating appliances;
flue systems and chimneys;
technical components intended for connection to installations,
the right of withdrawal remains applicable within the statutory period, except in cases falling under Section 11.3 above.
However, pursuant to Article 14(2) of Directive 2011/83/EU and Article 57(2) of the Italian Consumer Code, the Consumer shall be liable 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.
In particular, the following may constitute handling exceeding what is necessary:
installation of the product;
connection to a heating or technical system;
ignition or operational use, even if partial;
structural mounting or permanent fixing;
alteration of packaging in a manner that affects resaleability.
In such cases, El-Ga Srl may apply a proportionate deduction from the refund corresponding to the actual loss of value assessed upon return.
11.5 Security Products (Cylinders, Locks, Keyed Devices)
With reference to security products, including but not limited to:
European profile cylinders;
security cylinders;
locks;
keyed devices;
locking systems supplied with coded keys or ownership cards,
the following shall apply.
Such products are typically supplied in sealed packaging and include unique keys, security cards, or coded elements.
Opening sealed packaging, tampering with security seals, or separating keys from their original kit may irreversibly compromise the security integrity of the product and prevent it from being resold as new.
The right of withdrawal remains applicable within the statutory period.
However, pursuant to Article 14(2) of Directive 2011/83/EU and Article 57(2) of the Italian Consumer Code, the Consumer shall be liable for any diminished value resulting from handling beyond what is necessary to verify the nature and characteristics of the goods.
Where the product is returned with opened packaging or broken seals, El-Ga Srl may apply a reduction of the refund proportionate to the loss of value, which may, in cases where the product is no longer marketable as new for security reasons, amount to a full reduction of the refundable amount.
The Consumer retains the right to have the product returned at their own expense if no refund is granted.
Where the security product has been customized or produced according to specific individual requirements (e.g. custom keying systems or non-standard configurations), the right of withdrawal shall be excluded pursuant to Article 16(c) of Directive 2011/83/EU.
11.6 Refund
In the event of valid withdrawal, El-Ga Srl shall reimburse all payments received from the Consumer, including standard delivery costs (excluding any supplementary costs resulting from the Consumer’s choice of a delivery method other than the least expensive standard delivery offered), without undue delay and in any event within 14 (fourteen) days from the day on which it is informed of the Consumer’s decision to withdraw, in accordance with Article 13 of Directive 2011/83/EU.
El-Ga Srl may withhold reimbursement until it has received the returned goods or until the Consumer has supplied evidence of having sent back the goods, whichever occurs first.
Reimbursement shall be made using the same means of payment as used for the initial transaction, unless otherwise expressly agreed.
Return address for withdrawal (unless otherwise indicated):
El-Ga Srl – Via Varazze 1 – 10040 La Loggia (TO) – Italy
12) Reviews
Matteoda.it may publish reviews submitted by customers who have purchased and received the product/service.
13) Privacy and Cookies
The processing of personal data is governed by the Privacy Policy available on the Website, in compliance with applicable data protection laws (GDPR).
Cookies and similar technologies are described in the Cookie Policy available on the Website. Consent management is handled via a dedicated banner and preference panel (CMP), allowing users to change preferences at any time.
14) Applicable law and jurisdiction
These Terms are governed by Italian law.
For Consumers, any mandatory jurisdiction rules applicable to consumer protection shall apply.
For Professionals, unless otherwise agreed, the competent court shall be Turin (Italy).
COMPANY DETAILS (Art. 2250 Italian Civil Code)
El-Ga Srl
Registered office: Via Pralormo 143 – 10022 Carmagnola (TO) – Italy
Operational office: Via Varazze 1 – 10040 La Loggia (TO) – Italy
VAT/Tax ID: IT 12540380016
REA: TO-1297801
Share capital: Euro 15,000.00 fully paid