Return and Refund

SALES CONDITIONS

1. Scope of application

• The present Sales Conditions (General Conditions) of Ditta Artigianale Firenze Srl (the “Seller”) govern the offer and sale to the consumer or professional (hereinafter referred to as “Customer”) of products for sale at the Seller's online store on the website www.dittaartigianale.com (hereinafter the “Site”) owned by the same Ditta Artigianale Firenze Srl (P.I. 06445470484, company with registered office in Florence, Via dei Neri 30-30/R contact details: customercare@dittaartigianale.it and are formulated and provided in compliance with the applicable provisions for the protection of the Consumer and the applicable regulations regarding e-commerce.
• According to these General Terms and Conditions of Sale (the “Terms of Sale”), a “Consumer” is defined as any natural person who enters into a legal transaction for purposes that do not fall within the scope of their independent commercial or professional activity. A “Professional” is defined as any natural or legal person or partnership with legal personality who, when entering into a legal transaction, acts for purposes related to their independent commercial or professional activity.
• The parties to the sales contract are the Customer and the Seller.
• These Sales Conditions do not regulate the provision of services or the sale of products by parties other than the Seller that may be present on the Site through links, banners, or other hyperlinks. The Seller is therefore not responsible for the provision of services by such parties or for the conclusion of e-commerce transactions between users of the Site and third parties.
• The Seller reserves the right to change the contents of these Sales Conditions, providing notice within the Site. The Customer is therefore invited to periodically consult the Site to check for any updates or changes. Any modification will be effective only after its publication on the Site.
• The Sales Conditions applicable to a purchase will always be those in force at the time the relevant order is placed.

 

1. Commercial policy

• The products sold on the online store of the Site are intended exclusively for Italy; therefore, if the Customer decides to introduce the product into a different Country, they will be considered solely responsible for the introduction and consequently must comply with the applicable regulations and restrictions for both export and import into other Countries. The Seller hereby declines any responsibility in this regard.
• Through the Site, the Seller offers its products for sale only within the territory of Italy.
• On the site, services are provided in the following languages: Italian, English.

 

1. Registration on the Site for online access to the Site (sections “Shop” and “Promo”)

3.1  For Consumer Customers, purchasing products through the Site is possible either without registering on the site, directly selecting the products of interest through the “Coffee”, “Barista Shop”, and “Merchandise” sections accessible from the Home Page of the Site or through other sections dedicated to purchasing on the same Site, or by registering on the Site and thus creating a personal Account. For Professional Customers, purchasing through the Site is only allowed after Registration with the creation of an Account.

3.2 By registering on the Site, the Customer (hereinafter also referred to as the “Registered User”) can create an Account through the “Access” - “Create Account” section by reviewing and accepting the privacy policy. By registering on the Site, the Registered User may benefit from discounts or offers that may be provided. Registration is free and does not commit to purchasing products. Registration is done by filling out a form in which to indicate name, surname, a valid email address, and a password (hereinafter the “Registration Credentials”) and is confirmed by an email sent to the address provided at the time of registration. Through the created Account, the Registered User can know their personal position, view orders already made, as well as know the status of orders and delivery.

3.3 The Registration Credentials are strictly personal and can only be used by the Registered User, who is responsible for their safekeeping and cannot transfer them, in any capacity, to third parties. The Registered User is obliged to promptly inform the Seller in case of suspected unauthorized use of the same. The Registered User can change their Registration Credentials and personal data at any time through their reserved area as well as recover the Account using the appropriate method.

3.4  The Registered User guarantees that the Registration Credentials provided during the registration process on the Site are complete, correct, and truthful. The Registered User agrees to indemnify the Seller from any liability or penalty arising from and/or in any way related to their violation of the registration rules on the Site. The Registered User is solely responsible for accessing the Site using the Registration Credentials related to them and is directly liable for any damage or harm caused to the Seller or third parties due to improper use, loss, misappropriation by others, or failure to maintain adequate confidentiality of their Registration Credentials. All operations carried out through the Registration Credentials are considered to be made by the Registered User to whom they refer.

3.5  The Seller reserves the right to refuse, at its sole discretion, the registration of a Customer on the Site. It also reserves the right not to accept orders, from anyone, that are deemed unusual in relation to the quantity of products purchased or the frequency of purchases made on the Site.

 

1. Conclusion of the contract and purchase procedure

4.1  The descriptions of the products available in the Seller's online store constitute binding offers for the Seller.

4.2  The Customer accepts the offer by filling out the order form present in the Seller's online store. In this case, after entering the required data, including payment details, at the end of the purchasing procedure, the Customer, by clicking on the purchase button (“Complete Purchase”), present on the checkout page, legally and bindingly accepts the contractual offer regarding the goods in their virtual cart.

4.3  Before the binding submission of the online order form, the Customer can correct their data at any time using the normal functionalities available. Furthermore, before the binding transmission of the order, all data will be displayed in a confirmation window, where they can still be modified using the normal mouse and keyboard functions.

4.4   The purchase contract is considered concluded between the parties at the moment the Seller receives, electronically, the order form completed and confirmed by the Customer, subject to the necessary verification of the correctness of the data related to the order, the regularity of the payment, as provided in the subsequent point 5, and that the conditions referred to in the subsequent point 4.5 have not occurred.

4.5  The Site indicates which products are no longer available or for sale. However, if the Customer proceeds to purchase one or more products for which unavailability is not indicated, the Seller will promptly inform the Customer, and in any case no later than 4 (four) working days from the day following the transmission of the order, and the purchase order will be canceled. In this case, any amount already paid by the Customer (including contributions to order fulfillment costs and shipping costs) will be fully refunded by the Seller. The amount of the refund will be communicated by email and credited to the same payment method used by the Customer, and the contract will be considered resolved between the parties. The Seller disclaims any responsibility for any delays in the crediting, which depend on the banking institution or the type of credit card used for payment. In any case, the value date of the refunded amount will be the same as the charge.

4.6  Upon receiving the order, the Seller informs the Customer of the availability of the product chosen and sends to the same, to the email address indicated by them, the order confirmation with the relevant indication of all data related to the concluded contract. Subsequently, unless the communication referred to in point 4.5 occurs, the Customer will receive an email informing them of the shipment of the purchased goods.

 

1. Prices and payment conditions

5.1  Unless otherwise stated by the Seller in the product description, the prices indicated in the sheet of each product are final prices and include applicable taxes by law, excluding shipping costs which will be indicated separately in the descriptions of the respective products. Shipping costs are calculated by the system based on the weight of the ordered items. In any case, shipping costs do not include any customs duties and local taxes, which remain the responsibility of the Customer. Prices and costs may be subject to updates. In any case, the final price, with the details of the shipping costs, is displayed through the dropdown “Show order summary” in the final stage of the purchasing process before the Customer activates the “Complete Purchase” button. The Customer is therefore required to verify the amount of the final selling price before submitting the relevant order form.

5.2  For the payment of purchased products, the Customer has the following options: Pay Pal, Credit Card, Shop Pay.

5.3  For payment by credit card (payment at the time of completing the order form submission), the reference bank will authorize the charge of the amount related to the purchase made. If the Seller is unable, for the reasons stated in point 4.5, to proceed with the order, they will request the cancellation of the transaction and the reversal of the committed amount. The release times depend solely on the banking system. Once the transaction is canceled, neither the Seller nor the parties appointed by them for managing the payment phase can be held responsible for delays and/or damages caused by the banking system. At no time during the credit card purchase procedure will the Seller be able to access personal information related to the cardholder, as the information is transmitted directly to the website of the bank managing the transaction, a secure site. Financial information (for example, the credit/debit card number or its expiration date) will indeed be forwarded, via encrypted protocol, to the banks providing the related remote electronic payment services, without any third parties being able to access it in any way. Such information will also never be used by the Seller or the parties appointed by them except to complete the procedures related to the purchase and to issue the relevant refunds in case of any product returns, following the exercise of the right of withdrawal by the Customer, or if it becomes necessary to prevent or report fraud to the police through the Site.

5.4 In the case of payment by Pay Pal and by ShopPay, the payment will be managed directly through the respective service providers PayPal (Europe) S.à r.l. and Shopify International Limited, including for any refund operations.

5.5  Before completing the order, the Customer has the option to request the issuance of a tax invoice as indicated during the purchasing process. It will not be possible to request the issuance of the invoice once the procedure is completed and the related purchase order has been sent.

 

1. Delivery and shipping conditions

6.1   The goods are shipped via courier to the address indicated by the Customer. The order is processed taking into account the shipping address provided. The Customer is therefore responsible for the correct indication and identification of the delivery address, and the Seller will not be liable if the products cannot be delivered within the expected time due to incorrect address indication or due to the absence of a designated person for pickup at the same address. Pickup by the Customer is not provided.

6.2  In the event that the courier returns the goods to the Seller due to the impossibility of delivery to the Customer, the costs of the unsuccessful shipment will be borne by the Customer, unless the Customer has exercised the right of withdrawal referred to in point 9 in the case where the impossibility of delivery is not attributable to the Customer himself.

6.3  The delivery times for the ordered products vary depending on the order placed by the Customer (e.g., if the good is available from the manufacturer) and the delivery methods chosen by them. The Seller commits to enable the delivery of the goods, in the territory referred to in point 2.2, within 4-7 working days from the receipt of the order and, in any case, unless prevented by force majeure or unforeseen circumstances, to deliver it no later than 10 working days from the receipt of the order.

6.4  The risks of loss and deterioration of the goods are transferred to the customer at the time of delivery, or, in the case of transfer of the goods from one place to another, to the carrier at the time of delivery.

 

1. Receipt and verification of the goods

7.1  At the time of delivery of the goods, the Customer is required to verify the quality and condition of the products, and in particular:

       - that the products correspond to those ordered;

       - that the number of packages delivered corresponds to what is indicated in the transport document;

- that the packaging is intact and unaltered, including the sealing tapes.

In case of anomalies, tampering, breakages, and/or missing products, the Customer must collect the goods with an express reservation to check the contents, with a statement to be affixed to the delivery document received from the courier and specification of the reasons, promptly informing the Seller.

7.2  It is possible to track the status of any shipment online thanks to the tracking code that the system sends to the customer's email once the shipment has departed, which contains information about the carrier used, the shipment code, and instructions on how to track your shipment.

 

1. Legal warranty of conformity and after-sales assistance

8.1  The Seller guarantees that the products sold on the Site are in accordance with the sales contract and suitable for the purposes for which they are intended and, in accordance with the applicable provisions for Consumers regarding legal compliance warranty and commercial guarantees for consumer goods, informs the Consumer Customer that the products purchased through the Site are covered by the legal warranty for a period of two years from the date of delivery. During this period, the Customer may assert all rights and remedies available to the Consumer in accordance with the applicable regulations, including the right to restoration at no cost through repair or replacement and, in the alternative, the other remedies provided. In the event that the consumer customer believes that the purchased goods have defects (understood as a significant limitation or reduction of the product's suitability for use), they must first send a communication to the email address: customercare@dittaartigianale.it representing the situation and attaching the documentation proving the purchase of the product and the reasons for the complaint.

Products repaired, modified, or in any way altered by the Customer are excluded from the legal warranty. Also excluded from the scope of the legal warranty are any damages resulting from use of the product that does not conform to its intended purpose and/or to what is provided in the technical documentation attached to the product, if any, or in the user instructions related to it.

The defective product, if still under warranty, must be returned to the address Ditta Artigianale Firenze s.r.l. · Via dei Neri 32/r · 20122 FIRENZE, ITALY along with the documentation proving the purchase and the date of delivery.

• For any needs related to the purchased goods, the Customer can contact support at the number +39 0552741541

 

9. Right of withdrawal

9.1  the Customer who is a Consumer may withdraw from the Sales Conditions and therefore from the purchase contract for any reason, without the need to provide reasons and without any penalty, within 14 (fourteen) days from the date of receipt of the products.

9.2  In addition to the withdrawal referred to in point 9.1, the Seller grants the Customer who is a Consumer an additional period of 7 (seven) days (starting from the end of the period referred to in point 9.1) to voluntarily withdraw, for any reason, from the purchase without the need to provide reasons and without any penalty. The total period within which the withdrawal can be exercised is therefore 21 days from the date of receipt of the products.

9.3  To exercise the right of withdrawal referred to in the previous points, the Customer is required to inform the Seller by sending a communication to the following email addresses customercare@dittaartigianale.it or dittaartigianale@pec.it, of their decision to withdraw from this contract through an explicit declaration. 

To meet the withdrawal deadline, it is sufficient for the Customer to send the communication for exercising the right of withdrawal before the expiration of the relevant period.

9.4  Effects of withdrawal. The Customer who withdraws has the right to obtain a refund of all payments made to the Seller, including delivery costs, without undue delay and in any case no later than 14 days from the day the Seller was informed of the Customer's decision to withdraw from this contract. Such refunds will be made using the same payment method used by the Customer for the initial transaction; the Customer will not incur any costs as a result of such refund. The refund may be suspended until the goods are received.

     The Customer is requested to return the goods to the Seller at the address Ditta Artigianale Firenze s.r.l. · Via dei Neri 32/r · 20122 FIRENZE, ITALY, without undue delay and in any case within 14 days from the day of communication of withdrawal from this contract. The deadline is considered met if the Customer returns the goods before the expiration of the 14-day period.

     The direct costs of returning the goods will be borne by the Customer.

     The goods must be returned intact, complete with all their parts and in the original packaging (bags and boxes).

9.5  The Customer will lose the right of withdrawal in cases where the Seller ascertains that:

-    the returned product and/or its accessories, and/or its packaging are not intact;

-    the product is missing its outer packaging and/or the original internal packaging;

-    the product is missing integral elements and/or accessories;

-    the product is lacking the quality seal or is altered in its essential and qualitative characteristics.

In the event of the expiration of the right of withdrawal, the Seller will return the purchased product to the sender, charging them for the shipping costs and, if already refunded, the price of the product.

9.6 Exclusion of the right of withdrawal. The right of withdrawal is excluded for goods made to measure or clearly personalized, as well as for goods that risk deteriorating and perishing quickly.

      

10. Complaints and requests for information and Contacts

10.1 Any complaint or request for information can be addressed to the Seller at the following contacts:customercare@dittaartigianale.it or Ditta Artigianale Firenze s.r.l. · Via dei Neri 32/r · 20122 FIRENZE, ITALY

 

11. Privacy policy

11.1 The personal data of the Customer collected during the submission of the purchase order will be processed by the Seller solely to fulfill the Customer's express requests, in compliance with EU Regulation 2016/679 and the privacy policy available on the site. Any further processing will be carried out only with the express consent of the Customer.

 

12. Applicable law

12.1 The sales contract referred to in these Sales Conditions and its execution are governed by Italian Law, unless the Customer who qualifies as a Consumer is entitled to more favorable provisions under the law of the country where such Customer has their habitual residence, excluding the Vienna Convention on the International Sale of Goods.

12.2 For any disputes related to these Sales Conditions, the exclusive jurisdiction will be the Court of Florence, unless the Customer is a Consumer; in this latter case, the Customer may act before the competent authority of their place of residence.

 

13. Alternative dispute resolution

13.1 The consumer customer residing in Europe is informed that the European Commission has established an online platform for alternative dispute resolution that provides a non-judicial method for resolving any dispute related to or arising from online sales and service contracts. Consequently, if the Customer is a European consumer, they can use this platform to resolve any dispute arising from the online contract entered into with the Seller. The platform is available at the following link: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=IT

We are available for any questions via the email address provided in the “Contacts” section.