Cancellations, returns and refunds
The right of withdrawal may be exercised in accordance with Article 64 et seq. of Legislative Decree 206/05 and applies only to end-consumer customers, not to those with a VAT number. To exercise this right, the customer must send Risto a formal notice within 14 days of the date of receipt of the goods.
This notice may be sent by registered letter with acknowledgement of receipt, by fax, by certified email to onoratogroupsrl@pec.it, or by using the withdrawal form attached.
The customer must state that they wish to exercise their right of withdrawal, specifying:
- order number
- invoice number
- item codes and quantities
- whether the withdrawal is partial (only in the case of a purchase of multiple items) or full
- bank details for the refund to be paid by bank transfer (IBAN of the invoice holder).
The goods must be returned undamaged in their original, properly sealed packaging, complete with all their parts (including packaging, internal protective materials, external protective materials, wooden pallets and any documentation and accessories: manuals, assembly equipment, etc.), and sent to Risto via a courier arranged by the customer.
The customer is responsible for the postage costs associated with returning the goods.
Once Risto has verified that the goods are intact, it will, within 14 days, refund the value of the product(s), retaining only the amount of the postage costs, additional services and any cash-on-delivery charges incurred for the delivery of the goods to the customer and indicated on the accompanying invoice. This right applies to the product purchased in its entirety; it is not possible to exercise the right of withdrawal in respect of only part of the product.
The customer bears full responsibility for the return shipment of the goods until we have confirmed receipt at our warehouse. In the event of damage to the item during return transport, Risto will notify the customer of the incident (within 5 working days of receiving the product), to enable them to promptly lodge a claim against the courier they have chosen and obtain a refund of the value of the goods (if insured). Should this occur, the product will be returned to the customer, who must, at the same time, cancel the request for withdrawal and, consequently, the refund.
Risto accepts no liability whatsoever for damage and/or theft or loss of goods returned via shipments not insured by the customer. Once the product has arrived at our warehouse, it will be inspected to assess any damage or tampering not resulting from transport. Should the original packaging and/or wrapping be found to be excessively damaged, Risto will deduct the costs incurred in restoring them from the refund due.
The right of withdrawal shall lapse entirely, due to the lack of the essential condition of the goods’ integrity, in cases where Risto ascertains that:
- careless use of the goods has compromised their integrity or usability
- the outer packaging and/or the original inner packaging are missing
- essential components of the product (accessories, screws, etc.) are missing
- the product has been damaged for reasons other than its lawful transport
Should the right of withdrawal lapse, the goods will remain in storage at Risto’s premises, available to the customer, pending collection at their own expense. Furthermore, the right of withdrawal cannot be exercised in the case of purchases of products manufactured specifically for the customer and/or personalised in accordance with the customer’s specifications and/or for which finishes, colours or fabrics have been produced based on samples chosen or sent by the customer.