Returns and right of withdrawal

1. Right of withdrawal

The right of withdrawal belongs exclusively to the consumer customer (natural person who purchases for non-professional use) and consists in the right to return the product within 14 solar days upon receipt, without providing reasons and without penalties (except return costs).

Start of term:

• For the goods: from the day on which the customer or a third party designated by him (excluding the courier) takes possession of the product
• For separate deliveries of multiple goods in a single order: from the day the customer receives the last good
• For the services: from the day of conclusion of the contract

Exclusions (Article 59 of Legislative Decree 206/2005): The right of withdrawal does not apply to customized products, goods subject to rapid deterioration, goods sealed for hygiene or health protection reasons that are opened after delivery, sealed audio/video recordings or software that are opened after delivery, online reservations collected in store, or services already fully performed.

The The right of withdrawal does not apply to professional customers. (purchases with VAT number): the rules of the Civil Code regarding sales apply to them.

2. How to exercise the right of withdrawal

To exercise your right of withdrawal, communicate your decision within 14 days of delivery of the product in writing, so as to always have traceable communication and a certain date:

• Email to purchasing@grandingroup.it (recommended channel) with the subject “Withdrawal from order no. XXXXX”
• Alternatively, registered letter with return receipt to Grandin Group srl, Via Sansonessa 39, 30021 Caorle (VE)

The communication of withdrawal must take place exclusively in written formTelephone communication is not sufficient, as we need documentary evidence of the request and its date.

Please indicate in the communication: order number, SKU or product description to be returned and, if applicable, the reason (optional). Attach a copy of the purchase documentation.

You will receive the email RMA number (Return Merchandise Authorization) and shipping instructions.

3. Product return

Conditions of the goods to be returned:

• In normal condition, substantially intact
• In the original packaging, complete with all accessories, booklets, cables and accessory parts
• Free from signs of use not attributable to normal handling necessary to verify its nature, characteristics and functioning
• For electronic products: Remove personal accounts, passwords and disable any activation locks (e.g. “Find My iPhone” for Apple, Google Account for Android)

The consumer is responsible for any decrease in value of the good resulting from handling other than that necessary to establish its nature, characteristics and functioning.

Products collected in store (Caorle area)

If you have collected the product directly from our store of Caorle, the restitution takes place returning the product to the store in Via Sansonessa 39, within 14 days of the withdrawal communication, indicating the RMA number received by email.

• No shipping costs at your expense
• Product verification carried out on site upon return
• Bring it with you purchase documentation and the product in its complete original packaging

Products shipped via courier

If you received the product via courier, the return takes place sending it back via courier to our address:

• Ship by 14 days from the withdrawal communication
• Report the RMA number on the outer packaging (never on the product packaging)
• Use neutral packaging to protect the original box
• Address: Grandin Group srl, Via Sansonessa 39, 30021 Caorle (VE)

Return costs: For products shipped via courier, return costs are the customer's responsibility. There are no shipping costs for products picked up in-store and returned to the store.

4. Refund

Once the product has been received and verified, we will proceed with the refund within 14 days from the date we are informed of the withdrawal. The refund includes:

• The product price returned
• The original shipping costs incurred at the time of purchase (limited to the least expensive type of delivery offered by us)

Refund Policy: Using the same payment method used for the purchase (credit card, PayPal, bank transfer). To protect ourselves from any disputes, we may withhold the refund until we receive the goods or provide proof of shipment.

5. Return for defective or non-compliant product

The return for lack of conformity It is different from the withdrawal and follows the 24-month legal guarantee procedure: see the page Warranty for the complete procedure.

In this case we will advise you whether it is best to contact the Authorized Service Center (CAT) from the manufacturer or if we directly organize the collection and delivery to the local CAT.

6. Frequently asked questions

Request	Answer
Can I return a product if I've opened it?	Yes, as long as the handling was only necessary to verify its nature and function. Significant reductions in value may be deducted from the refund.
Can I return a product without the original packaging?	No, returns require the original packaging, complete with accessories. Failure to include this may result in a reduction in your refund.
How long do I have to ship after communicating the withdrawal?	14 days from the communication of withdrawal (separate from the initial 14 days to communicate your decision to us).
I'm a VAT-registered customer. Can I cancel?	No, withdrawal is only available to private consumers. For professionals, the rules of the Civil Code on sales apply.

Do you need assistance?

For any clarification on the return procedure, contact us:

• E-mail: acquisti@grandingroup.it