Return and Refund Policy

Download the form for the right of withdrawal

RIGHT OF WITHDRAWAL

9.1. The Buyer who holds the status of consumer pursuant to art. 3, paragraph I, letter. a) of the Consumer Code, has the right to withdraw from the contractual relationship with the Seller, without specifying the reason and without having to incur costs other than those described in the following point 9.5. The right of withdrawal can be exercised within the withdrawal period.

9.2. Exclusion of the right of withdrawal. The right of withdrawal is excluded in case of purchase: 

- by professionals and companies; 

- products made to measure or clearly personalized (these are all products on which the printing of logos, graphics, etc. is required);

- by those who make a purchase from Switzerland since Swiss law does not provide the right to change your mind and return a product following an online purchase.

- the exclusion of the right of withdrawal also applies to all those who make a purchase from non-European countries.      

9.3. The withdrawal period (“Withdrawal Period”) expires after 14 days: 

1. 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 goods, or;

2. in the case of an Order with multiple products that are delivered separately, 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;

3. in the case of delivery of a product consisting of multiple lots or pieces, 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.

The Buyer has exercised the right of withdrawal within the Withdrawal Period if the communication relating to the exercise of the aforementioned right is sent before the expiry of the Withdrawal Period.

9.4. How to exercise the withdrawal. To exercise the right of withdrawal, the Buyer must inform the Seller, before the expiry of the Withdrawal Period, of his decision to withdraw. To this end the Buyer can: 

1. use the standard withdrawal form made available at the following link https://www.masonionline.com/eu/return-and-refund-policy/ ;

2. or submit any other explicit declaration of your decision to withdraw from the Contract ("Withdrawal Declaration") indicating: order number, the product(s) for which you intend to exercise the right of withdrawal, your address.

The standard withdrawal form or the withdrawal declaration must be sent to Customer Service at the following email address:

- [email protected]  if the Customer is resident in Italy; 

- [email protected]  if the Customer is resident in a state other than Italy. 

The Buyer who exercises the right of withdrawal is invited to make use of a durable medium that proves the sending of the withdrawal notice, since the art. 54, last paragraph, of the Consumer Code, places the burden of proof relating to the exercise of the right of withdrawal on him.

9.5. Return costs. The Buyer who has exercised the right of withdrawal must return the product to the Seller at his own expense, using the carrier proposed by the latter or a carrier of his own choice, without undue delay and in any case within fourteen days from the date on which he communicated his decision to withdraw from the contract. The deadline is met if the Buyer sends back the goods before the expiry of the period of fourteen calendar days.

The return costs also include the storage of the product from the journey to our warehouses.

The Buyer who exercises the right of withdrawal is responsible for the decrease in the value of the products resulting from handling the products other than that necessary to establish their nature, characteristics and functioning. The Product must in any case be kept, handled and inspected with normal diligence and returned intact, complete in all its parts, in perfect working order, complete with all accessories and illustrative sheets, original tags and labels, where present, still attached, suitable for use. use for which it is intended and free of signs of wear or dirt. The right of withdrawal cannot be exercised only for some parts of the product (e.g. accessories).

9.6. Product return. The return of the product to the Seller takes place under the responsibility of the Buyer. The product, duly packaged and protected, must be sent to: 

MASONI ELIO S.R.L. UNIPERSONALE

Via della Botte n. 51

56012 – Fornacette (PI) 

ITALY

9.7. Refunds. In case of withdrawal, the Seller will reimburse the Buyer the Total Amount Due, including shipping costs, if incurred by the Buyer, with the exception of any additional costs deriving from the Buyer's choice of a type of delivery different from the type cheaper than standard delivery offered by us. The Seller will provide the refund without undue delay and in any case within fourteen calendar days from the day on which it is informed of the Buyer's decision to withdraw from the contract. The Seller may withhold the refund until it has received the goods. Where due, the Seller will refund the Total Amount Due using the same payment method used by the Buyer when placing the Order, unless the Buyer has expressly agreed otherwise and provided that the Buyer does not have to incur any costs as a consequence of the refund. In any case of reimbursement, MASONI is not required to reimburse the costs due to import customs.

Upon arrival at the warehouse, MASONI ascertains the condition of the returned product and reserves the right to withhold the refund until that moment.

The Customer acknowledges and expressly accepts that, upon completion of the aforementioned assessment, the return request will be rejected and the purchased product will be returned to the Customer, charging the shipping costs and refusing the return request, in the event of :

- packaged and/or packaged product, the packaging and/or packaging of which is missing;

- product missing some integral parts or accessories;

- product that is damaged due to transport (in this case MASONI will communicate the circumstance to the Customer within 5 days so that the latter can take action against the courier responsible for transport, requesting reimbursement of the value of the goods, if insured);

- product that is damaged for reasons other than transport, or there are anomalies in its state of conservation.

In the event that the Buyer exercises the right of withdrawal only for some of the products of an order of multiple products, the reimbursement of the shipping costs initially incurred will take place in proportion to the cost of each product. In any case, the refund can never exceed that actually paid by the user.

9.8. Non-compliant exercise of the right of withdrawal. In the event that the right of withdrawal is not exercised in accordance with the provisions of the law, it will not lead to the termination of the contract and, therefore, will not give the right to any refund. In this case, the Seller will notify the Buyer within 10 working days of receiving the Product, rejecting the withdrawal request. The Product, if already received by the Seller, will remain available to the Buyer for collection, which must take place at the expense and under the responsibility of the Buyer himself.