Refund policy
This Return and Refund Policy explains the procedures applicable to purchases made through maxigastro.shop.
It addresses:
- The statutory right of withdrawal;
- Return procedures;
- Refunds;
- Return shipping costs;
- Damaged products;
- Defective or non-conforming products;
- Incorrect products;
- Exceptions to withdrawal rights; and
- The statutory legal guarantee of conformity.
Nothing in this policy is intended to restrict any mandatory right provided to consumers under applicable Italian or European Union consumer law.
For return or refund questions, contact:
Email: info@maxigastro.shop
14-Day Statutory Right of Withdrawal
Subject to statutory exceptions, a consumer purchasing goods through maxigastro.shop generally has the right to withdraw from the distance sales contract within 14 days without giving a reason.
For a contract involving the purchase of goods, the withdrawal period generally expires 14 days after the day on which the consumer, or a third party designated by the consumer other than the carrier, acquires physical possession of the goods.
Where multiple goods ordered in one order are delivered separately, the applicable statutory period may begin when the consumer receives the final relevant item, as provided by applicable law.
Exercising the Right of Withdrawal
To exercise the right of withdrawal, the customer must communicate a clear decision to withdraw before the withdrawal period expires.
Customers may contact:
Email: info@maxigastro.shop
Customers may also use the electronic withdrawal function provided through maxigastro.shop where that function is available for the relevant order.
A withdrawal communication should contain sufficient information to identify the order, such as:
- Customer name;
- Order number;
- Email address used for the order;
- Product concerned; and
- A clear statement that the customer wishes to withdraw from the contract.
No particular wording is required as long as the customer's decision to withdraw is clear.
Electronic Withdrawal Function
Where required by applicable European Union and Italian law, maxigastro.shop provides or will provide an electronic method that allows consumers to submit a withdrawal request online.
When an electronic withdrawal request is validly submitted, confirmation should be provided on a durable medium, such as email, in accordance with applicable law.
The electronic withdrawal function does not eliminate the customer's ability to communicate a valid withdrawal through another legally permitted method.
Returning Goods After Withdrawal
After communicating a valid withdrawal, the customer must return the relevant goods without undue delay and normally no later than 14 days after communicating the withdrawal, unless maxigastro.shop has offered to collect the goods.
Customers should contact info@maxigastro.shop before dispatching a return so that appropriate return instructions can be provided.
Goods should be packaged reasonably and securely to prevent unnecessary damage during transport.
Condition of Returned Products
A consumer may inspect and handle goods to the extent reasonably necessary to determine their nature, characteristics and functioning, similar to the inspection that could reasonably take place in a physical store.
The customer may be liable for diminished value resulting from handling beyond what is necessary for that purpose, to the extent permitted by law.
The statutory withdrawal right is not automatically lost merely because packaging has been opened, unless a specific statutory exception applies.
Change-of-Mind Return Shipping Costs
Where a customer exercises the statutory right of withdrawal simply because the customer has changed their mind, the customer is responsible for the direct cost of returning the goods, except where:
- We expressly agree to bear those costs;
- Applicable law requires us to bear them; or
- The customer was not properly informed in advance that those costs would be borne by the customer.
Customers should use a reasonably reliable shipping service.
For higher-value items, tracked shipping is recommended because the customer may need to demonstrate that the return was dispatched.
Refunds Following Statutory Withdrawal
Following a valid statutory withdrawal, we will refund payments that must be reimbursed under applicable law.
Refunds generally include:
- The purchase price of the returned goods; and
- The cost of the least expensive standard delivery method offered for the original purchase where an original delivery charge was paid and reimbursement is legally required.
Because maxigastro.shop offers free standard shipping, there is normally no standard outbound shipping charge to reimburse.
If a customer voluntarily selected a more expensive delivery option than the least expensive standard option offered, any additional premium may not be refundable to the extent permitted by law.
Refund Timing
Where a valid statutory withdrawal applies, reimbursement will generally be made without undue delay and no later than 14 days after we are informed of the customer's decision to withdraw, subject to the statutory rules applicable to returned goods.
For sales of goods, we may generally withhold reimbursement until:
- We have received the goods back; or
- The customer provides adequate evidence that the goods have been returned,
whichever occurs first, unless we have offered to collect the goods.
Refund Method
Refunds will generally be issued using the same payment method used for the original transaction unless:
- The customer expressly agrees to another method; or
- Another method is permitted by applicable law.
Customers will not be charged an additional fee merely for receiving a legally required refund.
The time required for the refund to appear in the customer's account may depend on the relevant bank, card issuer or payment service provider after we have processed the refund.
Damaged Goods
If an item arrives damaged, customers should contact us promptly at:
Customers should provide reasonable information that helps us investigate the issue, such as:
- Order number;
- Description of the damage;
- Photographs where reasonably available; and
- Details of the affected product.
Customers should retain the product and packaging until we provide reasonable instructions.
A damaged product may qualify for remedies under mandatory consumer law separately from the 14-day withdrawal right.
Incorrect Items
If a customer receives a product that is materially different from the product ordered, the customer should contact:
Where the error is attributable to us, we will provide an appropriate remedy in accordance with applicable law.
The customer will not be required to bear costs that legally belong to the seller for correcting an incorrect delivery.
Defective or Non-Conforming Goods
The statutory right of withdrawal is separate from the legal guarantee of conformity.
Under Italian consumer law, new consumer goods are generally covered by a two-year legal guarantee of conformity from delivery.
A product may lack conformity if, for example, it:
- Does not correspond to the contractual description;
- Does not possess agreed qualities or characteristics;
- Is not suitable for ordinary purposes expected of products of that type;
- Does not possess reasonable durability, functionality or safety characteristics;
- Is missing required accessories or instructions; or
- Otherwise fails to meet applicable conformity requirements.
Where a valid lack of conformity exists, consumers may be entitled, according to the statutory hierarchy of remedies, to:
- Repair without cost;
- Replacement without cost;
- A proportionate reduction in price; or
- Termination of the sales contract and reimbursement where the legal requirements for termination are satisfied.
These rights cannot be excluded by this Return and Refund Policy.
Costs Relating to Defective Goods
Where goods are legitimately returned or otherwise remedied because of a lack of conformity for which the seller is legally responsible, the customer will not be charged costs that applicable consumer law requires the seller to bear.
This may include necessary shipping costs associated with legally required repair, replacement or return.
Products Excluded From the Statutory Right of Withdrawal
The statutory right of withdrawal does not apply in circumstances excluded by applicable law.
Depending on the nature of products sold, exclusions may include:
- Goods made to the consumer's specifications;
- Clearly personalized goods;
- Goods liable to deteriorate or expire rapidly;
- Sealed goods that are unsuitable for return for health-protection or hygiene reasons and have been unsealed after delivery;
- Goods which, after delivery, become inseparably mixed with other items because of their nature;
- Sealed audio or video recordings or sealed computer software that has been unsealed;
- Certain digital content where performance has begun after the consumer's prior express consent and acknowledgement of loss of the withdrawal right; and
- Other categories expressly excluded under applicable law.
An exception will be applied only where the legal requirements for that exception are satisfied.
Refused Deliveries
Simply refusing delivery does not necessarily constitute a legally sufficient withdrawal notice in every circumstance.
Customers who wish to withdraw should communicate their decision clearly through the withdrawal method described in this policy.
Additional carrier costs caused by an unjustified refusal may be treated according to applicable law.
Unclaimed Packages
Customers should provide accurate delivery information and make reasonable arrangements to receive their orders.
Where a shipment is returned because it was not collected or because incorrect information was supplied, we will contact the customer where reasonably possible and process the matter according to applicable law and the circumstances of the order.
Exchanges
Where customers wish to exchange an item, they should contact:
An exchange arrangement does not replace mandatory statutory rights.
Depending on inventory availability and the circumstances, it may be more practical to return an eligible product and place a new order.
Order Cancellations Before Dispatch
Customers who wish to cancel an order before dispatch should contact us as soon as possible.
Email: info@maxigastro.shop
If cancellation is possible before processing or dispatch is completed, we will take reasonable steps to cancel the order.
Once goods have been dispatched, the statutory withdrawal rules may apply instead.
Fraudulent or Abusive Returns
Nothing in this policy requires us to accept fraudulent claims or unlawful activity.
We may reasonably investigate:
- Altered items;
- Items not purchased from maxigastro.shop;
- Fraudulent payment activity;
- False delivery claims;
- Deliberate product substitution; or
- Other evidence of abuse.
This provision does not limit legitimate consumer rights.
Contact
For withdrawal, return, refund, defective-product or other after-sales questions:
maxigastro.shop
Email: info@maxigastro.shop
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