General Terms and Conditions of Sale
- Premises and acceptance of the General Conditions of Sale
understood that browsing the updated Site implies acceptance of applied changes.
- Ownership of the website – Type of offers
This Website is property of ITALIANRAW S.r.l., VAT No. 03783730546. Products on the Site are resold by italianraw.com directly, also in the form of drop-shipping (hereinafter also “Direct Sales”) or by Italianraw.com business partners (hereinafter also “Partner”). Unless otherwise specified on product information page, it must be understood that products are sold directly by Italianraw.com. On the other hand, in case of product sale by a Partner, Italianraw.com simply acts as an intermediary (hereinafter also “Intermediate Sales” ) and operates in the name and on behalf of the Partner, remaining in effect extraneous to the relationship, and therefore to the sales contracts stipulated between the User and the Partner itself.
Products can be sold either through a permanent catalog or through product offers that are time and quantity limited. Following an order transaction, Italianraw.com will send User an order confirmation and, in case of Intermediate Sales, an indication of the possible Partner who will be responsible for shipping the products.
- Offer conditions
On Italianraw.com customer can order products at website prices. In accordance with its commercial policy, Italianraw.com reserves the right not to process orders from subjects other than the “consumer. By placing the order, consumer confirms that the person who is making the order and, if different, the recipient of the products are both over 18 years of age.
PRICES ARE IN EURO AND ARE INCLUSIVE VAT IN EU AND EXCLUSIVE VAT OUTSIDE EU. OUTSIDE EU VAT AND LOCAL TAX CAN BE APPLIED TO THE PRICE AND MUST BE PAID BY THE CUSTOMER.
Shipping costs can be fixed or variable and are calculated based on the weight, number of selected products and/or product destination. Shipping costs may also be included in the sale price for some products or be free if the order total is higher than a limit amount or if there is a special offer. However, User is always informed about shipping costs amount before checkout and before making the payment.
Offer validity may be subject to quantity or time limitations, after which it may no longer be available. Offer validity date and quantities are listed on the website to inform User about them. Italianraw.com may change the duration or quantity of an offer at any time and at its discretion, always making sure to follow up on orders placed when a specific offer was valid. An offer may be posted several times over time, also following agreements with the Partner or products suppliers. In some cases, it can happen that a product goes out of stock after order placement. When this happens, Italianraw.com will refund the customer, if certain conditions are met. It is also possible that for some product offers, a specific product is unavailable and User will be asked to specify one or more preferences upon order: in such circumstances, the User is aware that he/she may receive a different product variant than the one selected upon order.
- Order procedure and payment method
After being informed about offer conditions, User can proceed with check out by following the procedure on the Site.
Before checkout, a summary will be displayed showing the unit cost of the selected product and the total, in case there is more than one order for the same product or different products. The cost of any shipping, delivery or postal charges can be fixed or variable and is calculated based on products weight, number of products and/or destination address indicated by User upon order. Shipping may also be included in the sale price of some products or be free if order total goes over a set limit amount or if there is a special offer. However, the User is always informed about shipping costs before checkout and payment.
Once the order has been made, the User must proceed with the payment to Italianraw.com, both in case of Direct Sales and in case of Intermediate Sales. In case of Intermediate Sales, Italianraw.com will receive payment on behalf and on account of the Partner, remaining in effect extraneous to the relationship between the Partner and the User. Unless otherwise specified on product information page, it must be understood that products are sold directly by Italianraw.com.
Accepted payment methods, unless otherwise specified or agreed with the User, are the following: credit card and PayPal account.
Unless otherwise specified in the offer conditions, the due amount will be charged upon payment confirmation.
It may not be possible to guarantee order fulfillment, once the deadline has passed: in this case talianraw.com will refund any payment received after the deadline, without additional costs and by bank transfer.
If the User realizes that he/she has provided incorrect and/or incomplete personal information or shipping address, he/she is required to promptly notify Italianraw.com within order fulfillment date, by sending an email to firstname.lastname@example.org. In all cases, only the User is responsible for any incorrect and/or incomplete general information or delivery address, resulting in him/her losing paid amount if products are delivered to strangers.
- Secure payments
Italianraw.com cares about the security of its Users. Italianraw.com™ does not process and does not store payment title data (e.g. credit card numbers), which are treated and/or kept by relevant payment service providers.
Only after payment transaction has taken place, the banking service provider informs Italianraw.com about payment outcome, without disclosing any sensitive information. For this reason, Italianraw.com is not responsible for any refusal of the credit card used for payment. Italianraw.com cannot therefore be held responsible in any way for direct or indirect consequences of credit card use to pay for ordered products and/or services.
- Shipping and delivery
Shipping takes place within the time limit stated in offer conditions and, in case of time-limited offers, it could start from offer end date. Shipping takes place within the time frame specified in order confirmation. Delivery time can also be displayed before checkout, in the cart summary or on product page. This information is only an estimation, as it is not always possible to predict any courier delay.
In the unlikely event that products become unavailable for any reason after Italianraw.com receives the order, any payment received will be refunded, at no additional cost for the User.
The User will be informed by email when product is shipped by Italianraw.com, both in case of Direct Sales and Intermediate Sales. In the latter case, User will be notified when Partner informs Italianraw.com that the shipping has taken place.
User will be given the name of the courier, if available, and the tracking code of the shipment, through which it will be possible to follow shipment status. If available, this information will also be visible in the User Account.
Italianraw.com cannot guarantee that several products ordered at the same time will be delivered together, nor that different shipments will arrive at their destination at the same time. Offers, in fact, may refer to products supplied by different Partners and/or not come from a single centralized warehouse. It is not possible to guarantee a specific delivery time or date as this depends on the courier, the destination address and the person in charge of delivery. Italianraw.com™ cannot therefore be held responsible for any direct or indirect consequences of different delivery time. Order delivery is intended at street level, unless otherwise specified upon order.
User will be required to check upon delivery that the packaging is intact, not damaged, or otherwise altered, not even in the sealing (adhesive tape or package holders) and that there are no leaks. Any damage to the packaging and/or to the product must be immediately contested by the User, by writing a request for a check on the delivery document and providing a reason, e.g. “holes in the packaging”, “Pressed packaging”, etc.). Once this document has been signed, the User will no longer be able to make any claim about delivered product status. Any issue with product integrity, match or completeness must be reported within 3 days from delivery, by writing an email to: email@example.com or to the Partner’s email address indicated in the order confirmation and in the User Account.
In case product delivery takes longer than expected, User will be required to notify Italianraw.com, which will check upon shipment status or other issues with the Partner and/or directly with the courier. Following a shipping problem (package lost or destroyed during transport) Italianraw.com will send the product again, in case of Direct Sales, or request a new shipping, in case of Direct Sales with drop shipping or Intermediary Sales, if the product is available at the warehouse or if the Partner has it in stock, with no extra costs for the User. This means it will be refunded total order amount in case of Direct Sale or let the Partner proceed with the refund (directly or through Italianraw.com), in case of Intermediate Sales.
- Product compliance guarantee
Italianraw.com works diligently and in good faith in selecting suppliers and Partners, making sure they can supply product quantities as described in the sale offers and with specific characteristics, being understood that Italianraw.com can not be held responsible for damages to persons caused by possible violations on the producers side. However, Italianraw.com can not guarantee information completeness for the supplier or partner, or a perfect match between what is described in the product sheet or offer and the product actually delivered, as well as a legitimate use of images, videos and distinctive signs by the Supplier or Partner. The User is also aware that images used for proposals can sometimes only be indicative of the product and do not always exactly match the product delivered. In case of Intermediate Sales, and therefore Partner supplied products, Partner will be the sole responsible for under warranty products compliance. Any complaint must be sent directly to the Partner’s email address on order confirmation page and also to firstname.lastname@example.org. Partner will indicate verification, repair or replacement methods for the products and authorize Italianraw.com to issue a refund in favor of the User. In case of Direct Sales, Italianraw.com will be the direct responsible for under warranty products compliance. In case of non-compliant products, the User can contact Italianraw.com™ by sending an email to: email@example.com. Italianraw.com will provide the name of a repair center for checking and repairing products under warranty or, once the problem has been detected, it will pay for consequent repair or replacement, which means issuing a refund on User’s credit card used for the initial payment or issuing a Coupon with the same value as the ordered product. However, the legal guarantee is reserved for consumers and for those who made an order on Italianraw.com for purposes unrelated to any entrepreneurial, commercial, artisanal or professional activity they might be involved in.
The User who requests a service for purposes unrelated to his professional activity has the right to withdraw from the online sales contract stipulated with Italianraw.com or with the Partner with no penalties and without providing any given explanation, pursuant to and by effect of art. 52 par. 1 of the Italian Consumer Code, within 14 days from the date he/she received the products ordered on Italianraw.com™. Customer can withdraw from the contract, pursuant to art. 54 par. 1 of the Consumer Code, by submitting explicit declaration of his/her decision to withdraw from the contract. This declaration should be sent either by registered mail to email to firstname.lastname@example.org. The e-mail should contain an indication of the product and order number. The burden of proof of exercising the right of withdrawal in accordance with Consumer Code regulations shall be on the User.
In order to exercise the right of withdrawal, unless Italianraw.com or the Partner collects the products for the User, he/she will have to return products without undue delay and always within 14 days from the date on which he/she informed Italianraw.com or the Partner about his/her decision to withdraw from the contract, pursuant to art. 54, par. 4. User will have to apply the document received from Italianraw.com on the packaging, making sure it is visible and includes shipping address and necessary order details, to better identify the returned product at destination. The User is advised to insert a copy of this document also inside the packaging, in order to prevent loss and inability to identify the returned product once it has reached the warehouse. Shipping costs shall be on the user unless Italianraw.com informed him/her about it upon contract termination, according to art. 57 par. 1 of the Consumer Code.
Products should always be kept, handled and inspected with the usual diligence and returned intact, complete in all their parts, with all accessories and instruction sheets, identification tags and original labels, where present, still attached. They should be unbroken and not tampered with, as well as perfectly suitable for their intended use and free from signs of wear or dirt.
Pursuant to art. 57 par. 2 of the Consumer Code, the User is responsible for any decrease in value resulting from product manipulation other than that necessary to establish the nature, characteristics and functioning of the products. In this case, Italianraw.com may lower refund amount due to this decrease in value. A written notice should be delivered to inform the User, within 5 working days from products reception. In the event that the refund has already been made, it should provide the User with bank details for payment of the amount owed by the User due to the product decrease in value.
Italianraw.com may refuse to accept a return for products that have been even partially consumed. Pursuant to art. 59 of the Consumer Code, products which cannot be sent back or are subject to changes in taste or deterioration cannot be returned.
- Exceptions to Right of Withdrawal
It remains understood that, with reference to service provisions, user cannot exercise the right of withdrawal after receiving all products from Italianraw.com if product supply started in express agreement with the user and he/she accepted to lose the right of withdrawal after full service from Italianraw.com.
Possible due refunds from Italianraw.com will be made in accordance with art. 56 par. 1 of the Italian Consumer Code as soon as possible and always within 14 days from which the event that caused the refund took place and, in case of a product return, from the day on which Italianraw.com is informed that the User is exercising the right to return it. Italianraw.com will proceed with the refund using the same payment method as the user did for the initial transaction, unless differently agreed with the User and unless he/she needs to bear costs for a different payment method. If the user explicitly chose a different delivery method with higher delivery fees compared to standard delivery by Italianraw.com (“ExtraFees”), Italianraw.com will not have to refund respective extra costs. It remains understood that, unless Italianraw.com decided to return the products directly, it will be able to stop the refund procedure until products are received or until the User has provided proof of product return, based on what scenario occurs first.