Withdrawal, returns and guarantees
The protections under the Italian Consumer Code described here apply where the buyer is a consumer and the statutory conditions are met. Professional purchases are governed by the Italian Civil Code and validly concluded agreements.
When the right of withdrawal applies
For distance or off-premises contracts, consumers normally have fourteen days to withdraw without giving a reason. For goods, the period generally starts when the consumer or a designated third party other than the carrier takes physical possession. Specific statutory starting points and periods remain applicable.
Requesting a quote does not constitute a purchase. Any subsequent sale depends on how the contract is concluded: communications at a distance may also be relevant to consumer protection.
Communicating withdrawal
Before the deadline, send an explicit statement of your decision to withdraw, using the contact details in the contractual information. You may use the statutory model withdrawal form or an equivalent statement. To help identify the supply, provide your name, contact details and product or contract references.
Keep proof of sending the statement. Prior return authorisation is not a condition for exercising the statutory right within the applicable period.
Model withdrawal form
Complete and send this model only if you wish to withdraw from the contract. You can copy it into a message or document and send it to the contact details shown.
To:
SITNIC SRL
Via Lissaro, 34/B
Campodoro (PD), Italy
info@sitnicsrl.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) / for the provision of the following service (*):
[describe the goods or services]
Ordered on (*) / received on (*): [date]
Name of consumer(s): [full name]
Address of consumer(s): [full address]
Signature of consumer(s): [signature, only if this model is sent on paper]
Date: [date of the notice]
(*) Delete as appropriate.
Using this model is optional: you may send another explicit statement of your decision to withdraw.
Returning goods and transport costs
Unless the seller offers to collect the goods, they must be returned without undue delay and within fourteen days after withdrawal is communicated. The deadline is met if the goods are sent back before the period expires.
Direct return costs may be payable by the consumer only where permitted and with the required advance information. For goods that cannot normally be returned by post, such as certain bulky machines, the return cost must be communicated before the consumer becomes bound. No general return tariff is set here.
Original packaging is not an absolute requirement for withdrawal. Protect the goods during transport; within statutory limits, the consumer may be responsible for diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.
Reimbursement
Where withdrawal is validly exercised, reimbursement includes payments received and the cost of standard delivery, within fourteen days after withdrawal is communicated. Additional costs for a more expensive delivery option selected by the consumer do not have to be reimbursed.
Reimbursement uses the same payment method unless expressly agreed otherwise without charges. Where permitted, it may be withheld until the goods are received or evidence of their return is supplied, whichever happens first; this does not apply where the seller has offered to collect them.
Statutory exceptions
Withdrawal may be excluded only in applicable cases provided by law, such as goods made to the consumer’s specifications or clearly personalised. Any exclusion must be assessed against the particular contract and communicated before purchase. Goods are not excluded from withdrawal solely because they are used.
Legal guarantee and used goods
In consumer sales, the seller is liable for lack of conformity existing at delivery and becoming apparent within two years. For used goods, a shorter period may be agreed, but never less than one year: the reduction is not automatic. Normal wear must be distinguished from lack of conformity.
Remedies include repair or replacement and, in the cases provided by law, a price reduction or termination. Any manufacturer’s commercial guarantee supplements the legal protection and does not replace it.
Repair and assistance
Goods must be brought into conformity free of charge, within a reasonable time and without significant inconvenience to the consumer, in the cases provided by law.
For contracts concluded on or after 31 July 2026, where repair is carried out as a remedy for lack of conformity, the liability period is extended once by twelve months. Before the remedy is provided, the consumer is informed about the choice between repair and replacement and any extension, where the applicable legislation so provides.
To report a defect, use the Contact page and keep proof of purchase and a description of the problem.
Complaints and disputes
The European ODR platform was discontinued on 20 July 2025. Competent ADR bodies remain available under the applicable legislation, as does access to the courts. This page does not impose mandatory arbitration. For consumers resident or domiciled in Italy, the mandatory territorial jurisdiction provided by Article 66-bis of the Italian Consumer Code remains unaffected.