Complaints

Complaints regarding defective products or delivery service issues may be submitted by email to [email protected].

GENERAL TERMS AND CONDITIONS OF SALE
The offer and sale of products on the lacontadividi.promel.it portal are governed by these General Terms and Conditions of Sale. Products purchased on lacontadividi.promel.it are sold directly by Promel S.r.l. (“the Seller”), with registered office at VIA GUIDO ROSSA 24, LOC. CASCINE DEL RICCIO – 50023 IMPRUNETA – FLORENCE, VAT number 03768400487, Tax code 03768400487.

For all the information you need to make a purchase, please visit the “Purchasing Guide” section, which contains information regarding orders, shipping, and returns for products purchased on lacontadividi.promel.it. You can request any further information through our customer support services by contacting Customer Service. You can always contact the Seller by email at the following address: [email protected]

1. Our commercial policy

1.1 The Seller offers products for sale on lacontadividi.promel.it and conducts its e-commerce business exclusively to its end users, who are “consumers.”

1.2 In accordance with its commercial policy, the Seller reserves the right not to process orders from individuals other than “consumers,” individuals under 18, or any orders that do not comply with its commercial policy.

1.3 These General Conditions of Sale exclusively govern the offer, transmission, and acceptance of purchase orders for products on lacontadividi.promel.it between users of lacontadividi.promel.it and the Seller.

1.4 The General Conditions of Sale do not govern the provision of services or the sale of products by parties other than the Seller who are present on lacontadividi.promel.it via links, banners, or other hyperlinks. Before placing orders and purchasing products and services from parties other than the Seller, we recommend checking their terms and conditions of sale. The Seller is not responsible for the provision of services by third parties other than the Seller, or for the execution of e-commerce transactions between users of lacontadividi.promel.it and third parties.

2. How to conclude a contract with the Seller

2.1 To conclude a contract for the purchase of one or more products on lacontadividi.promel.it, you must register on the site by creating a user name and confirming your identity by clicking on the email sent to the address provided.

After registering on the site, you can complete the order form electronically and send it to the Seller electronically, following the instructions on the Shopping Cart pages.

2.2 The order form contains a summary of the essential characteristics of each product ordered and the price, including all applicable taxes and duties, the payment methods available for each product, the delivery methods for the purchased products, and shipping and handling costs.

2.3 The contract is concluded when the Seller receives the order form electronically, after verifying the accuracy of the information, and accepts it by sending a confirmation.

2.4 Before proceeding with the purchase of products by submitting the order form, you will be asked to carefully read the General Terms and Conditions of Sale and the information on the Right of Withdrawal, to print a copy using the print button, and to save or reproduce a copy for personal use.

2.5 The order form will be archived in our database for the period of time necessary to process the orders and, in any case, within the time limits established by law.

2.6 Before submitting the order form, you will also be asked to identify and correct any data entry errors.

2.7 Once the contract is concluded, the Seller will process the purchase order.

2.8 The Seller may not process purchase orders that do not provide sufficient guarantees of solvency, are incomplete, or are incorrect, or if the products are unavailable. In these cases, you will be notified by email that the contract has not been concluded and that the Seller has not fulfilled your purchase order, specifying the reasons. If the products displayed on lacontadividi.promel.it are no longer available or on sale at the time of your last access to the site or when you submit your order form, the Seller will promptly notify you of the unavailability of the ordered products, and in any case within thirty (30) days from the day after you submit your order to the Seller. If you have submitted your order form and paid the price, the Seller will refund the amount already paid.

2.9 By submitting the order form electronically, you unconditionally accept and undertake to comply with these General Conditions of Sale in your dealings with the Seller. If you do not agree with any of the terms set forth in the General Conditions of Sale, please do not submit your order form to purchase products on lacontadividi.promel.it.

2.10 By submitting the order form, you confirm that you understand and accept the General Conditions of Sale and the additional information contained on lacontadividi.promel.it, including those accessed via links, including the Privacy Policy and the “Right of Withdrawal” section.

2.11 Once the contract is concluded, the Seller will send you an order receipt by email, containing the information already contained in the order form (link to the General Conditions of Sale and information on the Right of Withdrawal, information regarding the essential characteristics of the product, and a detailed description of the price, payment methods, right of withdrawal, and shipping costs).

3. Product Warranties and Pricing

3.1 The Seller does not sell used, defective, or substandard products.

3.2 The essential characteristics of the products are presented on lacontadividi.promel.it within each product page. The images and colors of the products offered for sale on lacontadividi.promel.it may, however, differ from the actual products due to the Internet browser and monitor used.

3.3 Product prices are subject to change. Please check the final price before submitting the relevant order form.

3.4 In the event of exercising the right of withdrawal, the Seller reserves the right to refuse the return of products without the relevant tag/seal/label, or whose essential and qualitative characteristics have been altered, or which have been damaged.

3.5 All products are provided with an identification label/tag. Please do not remove the label/tag from the purchased products, which are an integral part of the purchased product.

3.6 In the event of exercising the right of withdrawal, the Seller reserves the right to refuse the return of products whose essential characteristics and quality have been altered or damaged.

3.7 Delivery times are generally:

within 72 hours throughout Italy, except in exceptional circumstances

within 10 (ten) calendar days for Europe, except in exceptional circumstances.

3.8 The goods are shipped with insurance, and the Buyer, if they receive a damaged package, must refuse the shipment and state the reason.

4. Payments

4.1 Payment for the products and related shipping and delivery costs may be made using one of the methods indicated on the order form.

4.2 If paying by credit card, your financial information (for example, your credit/debit card number or expiration date) will be forwarded, via encrypted protocol, to our trusted bank or to other banks that provide the relevant remote electronic payment services, without third parties having any access to it. Furthermore, this information will never be used by the Seller except to complete the procedures relating to your purchase, following the exercise of your right of withdrawal, or when necessary to prevent or report fraud on lacontadividi.promel.it to the police. The price for the purchase of the products and shipping costs, as indicated on the order form, will be charged to your current account upon shipment of the purchased products.

5. Customer Service

You can request any information through our customer service department by contacting Customer Service.

6. Complaints

Complaints regarding defective products or shipping issues may be submitted via email to [email protected] no later than 8 (eight) days after receiving the goods.

7. Applicable Law and Jurisdiction

The sales contract between the Customer and Promel S.r.l. is deemed to have been concluded in Italy and is governed by these Terms and Conditions and Italian law. For the resolution of civil and criminal disputes arising from the conclusion of this distance selling contract, if the Customer is a consumer residing in Italy, the competent court is the court of his or her municipality of residence; in all other cases, the exclusive jurisdiction lies with the Judicial Authority of Florence, Italy.

8. Personal and Tax Information

The name and surname, address, and other information provided by the Customer at the time of purchase will be processed by Promel S.r.l. in compliance with the provisions of Legislative Decree 196/2003 to fulfill the order. As required by law, the interested party may obtain confirmation of the existence or otherwise of his or her personal data and request that it be communicated to him or her in a clear manner. The interested party may also request the deletion, modification, anonymization, or blocking of processed data for legitimate reasons.

The data controller is: Promel S.r.l., with registered office at Via Guido Rossa, 24, Cascine del Riccio, 50023 Impruneta, Florence, Italy. VAT number 03768400487. Tax code 03768400487.

PAYMENTS
– Credit Card

If you pay for goods purchased online on lacontadividi.promel.it by credit card, we accept cards from the following networks: Visa, MasterCard, and American Express.
Complete transaction security when entering your card details is guaranteed by the use of the SSL (Secure Socket Layer, an international standard) system with 128-bit data encryption. No credit card information is sent to lacontadividi.promel.it, nor is it stored on the website.
When entering your card details, a closed padlock icon appears at the bottom of the browser window to indicate a secure SSL connection. Depending on your browser settings and operating system, a warning window may also appear indicating that you are entering a secure area. If you make an error while entering your details, you can return to lacontadividi.promel.it and try paying by credit card again. At the end of the process, a payment confirmation page will appear, and a receipt for the credit card transaction will be sent directly from your bank via email.

– Payments with a PayPal account

PayPal works very similarly to a traditional bank account. After opening an account, you can send or receive money and make quick online payments. PayPal also meets the highest security standards on the market and has anti-fraud technologies that protect every transaction.
If you already have a PayPal account and decide to purchase using this method, after submitting your order, you will be directed to the PayPal checkout page (secure and SSL-protected transaction), where you simply enter the login credentials you selected during PayPal registration.
If an order is cancelled, either by the customer or if Promel S.r.l. rejects the order, the amount for the cancelled goods will be credited back to the customer’s PayPal account upon cancellation. Refund times to the chosen payment method within the PayPal account depend exclusively on PayPal and the banking system. Once the amount has been credited to the PayPal account, under no circumstances can Promel S.r.l. be held liable for any direct or indirect damages caused by delays in the actual crediting attributable to PayPal or the banking system.
Promel S.r.l. reserves the right to request additional information from the Customer (e.g., landline phone number) to establish the actual ownership of the PayPal account. In the absence of the requested documentation, Promel S.r.l. reserves the right to refuse the order.
At no point during the purchase process will Promel S.r.l. be able to access the buyer’s credit card information or other payment methods selected within the PayPal wallet. Under no circumstances will Promel S.r.l. can therefore be held responsible for any fraudulent or improper use of credit cards by third parties, when paying for products purchased on the lacontadividi.promel.it portal.

SHIPPING AND DELIVERIES
Our goal is to deliver your order within 3 (three) business days, barring exceptional circumstances, or within 10 (ten) business days for international deliveries, barring exceptional circumstances. Delivery will be made by BRT.

Promel S.r.l. is not responsible for any delays or storage charges attributable to the carrier’s fault, incorrect shipping information, or the recipient’s absence at the time of delivery.

We can have the courier contact you directly to schedule a delivery appointment. For more information, please contact our Customer Service.

Upon receipt of your order, please check:

that the number of packages indicated on the waybill is the number delivered;
that the package is intact and undamaged; any complaints must be reported to the courier, indicating “Received subject to inspection” on the waybill you sign for collection. Otherwise, the package is considered delivered correctly.

Shipping Costs Table

Delivery time table

RIGHT OF WITHDRAWAL
– The buyer has the right to withdraw from the contract concluded with the Seller, without penalty and without specifying the reason, within fourteen (14) calendar days from the date of receipt of the products purchased on lacontadividi.promel.it. Notice of withdrawal must be sent by registered letter with return receipt addressed to:
PROMEL SRL VIA GUIDO ROSSA 24 LOC CASCINE DEL RICCIO – 50023 IMPRUNETA – FLORENCE VAT number 03768400487 Tax code 03768400487

– The right applies to the product purchased in its entirety; it is not possible to withdraw from only part of the purchased product.

– Notice may also be sent in advance by email to the address indicated [email protected], provided it is confirmed by registered mail with return receipt within 48 hours.

ATTENTION: The right of withdrawal cannot be exercised by professional customers, including but not limited to: retailers or wholesalers, VAT-registered individuals, etc.

– In this case, the products must be returned to the Seller by handing them over to the courier for shipment within fourteen (14) calendar days of receiving the products.

– By law, the shipping costs for returning the product are the responsibility of the customer; these refer to the return of the product and not to the initial shipping costs, which, included in the purchase price, will be refunded.

– The right of withdrawal is deemed to have been correctly exercised if the following conditions are also fully met:

The right of withdrawal must be correctly exercised within fourteen (14) calendar days of receiving the products;

The products must not have been used or damaged;

The identification tag/label must still be attached to the products as it is an integral part of the item;
Products must be returned in their original packaging (including packaging and any documentation and accessories: accessories, receipt (including copies), certifications, etc.);
Returned products must be handed over to the carrier within fourteen (14) calendar days from the date you received the products.
– To limit damage to the original packaging, we recommend, whenever possible, placing it in a second box; avoiding placing labels or tape directly on the original product packaging.

– By law, shipping costs for returning the product are the responsibility of the Customer; these refer to the return of the product and not to the initial shipment costs, which, included in the purchase price, will be refunded as set forth in Article 7 below.

– Shipping, until confirmation of receipt in our warehouse, is the Customer’s sole responsibility. In the event of damage to the product during transport, Promel S.r.l. Promel S.r.l. will notify the Customer of the incident (within 5 calendar days of receiving the product at its warehouse), allowing them to promptly file a complaint with the party who accepted the shipment and obtain a refund for the product’s value (if insured). In this case, the product will be made available for return to the Customer, at the Customer’s expense, thereby canceling the withdrawal request.

– Promel S.r.l. is not liable in any way for damage or theft/loss of goods returned via uninsured shipments. Upon arrival at the warehouse, the product will be inspected for any damage or tampering not resulting from transport. Any such damage or tampering will be canceled.

– If the original packaging and/or wrapping are damaged, Promel S.r.l. will withhold a percentage, no more than 10% of the refund due, to cover restoration costs.

– In the event that the right of withdrawal is cancelled, Promel S.r.l. will notify the Customer within 5 calendar days of receiving the product in its warehouses.

Refund Terms and Conditions

Without prejudice to any repair costs for confirmed damage to the original packaging or cancellation of the withdrawal pursuant to the preceding paragraph, Promel S.r.l. will refund the Customer the full amount already paid no later than 30 days after receiving the notice of withdrawal.

Pursuant to the law (Legislative Decree 206/05), shipping costs for returning the product are the responsibility of the Customer; these refer to the return of the product and not to the initial shipment previously made, which, included in the purchase price, will be refunded as provided in this article.

The Customer is responsible for promptly providing the bank details for the refund, which will be made exclusively by bank transfer. The IBAN code (ABI – CAB – C/C) of the invoice holder is required.
Forfeiture of the right of withdrawal

The right of withdrawal is forfeited entirely in cases where Promel S.r.l. ascertains:

even partial use of the product and any consumables by the Customer;
the absence of the original external packaging and/or internal packaging;
damage to the product for reasons other than transportation;
the absence of integral product elements (accessories, components, and/or other parts, etc.);
failure to provide Promel S.r.l. with proof of purchase (e.g., original or copy of the receipt);
in the cases indicated above, Promel S.r.l. will return the purchased product to the Customer, charging the Customer the shipping costs.
In the above cases, Promel S.r.l. will inform the Customer that the product is available for collection at Promel S.r.l.’s headquarters or for delivery, at the Customer’s expense, to the address indicated by the Customer to Promel S.r.l. by registered mail, fax, telegram, or email, including certified email.

After 60 (sixty) days from the date of communication sent by Promel S.r.l. to the Customer, the latter has not collected the product or communicated to Promel S.r.l. the address to which the product should be sent. Promel S.r.l. will acquire full ownership of the product and may dispose of it as it wishes without any liability towards the Customer.

WARRANTY

All products sold by Promel S.r.l. under the lacontadividi.promel.it brand are covered by a warranty for defects and/or non-conformity to the order attributable to Promel S.r.l., which are reported to Promel S.r.l. within 8 (eight) days of receipt of the goods, with the disputed goods being simultaneously returned.

To benefit from the warranty, the Customer must retain the receipt sent upon delivery of the goods. By accepting the purchase contract, the Customer acknowledges the terms of this warranty.

RETURNS
For products covered by the warranty, the Customer must return the product, along with the complaint referred to in Article 9 “Warranty” above, in the original packaging, complete in all its parts (including packaging and any documentation and accessories).

To avoid damage to the original packaging, Promel S.r.l. Promel S.r.l. recommends placing the original packaging in a second box, avoiding—under any circumstances—the application of labels or tape directly on the product’s original packaging.

Shipping costs for the disputed product are the responsibility of the Customer. If Promel S.r.l., after examining the disputed product, determines that the Customer’s complaint is valid, Promel S.r.l. will replace the disputed product with another product with similar characteristics to the one received, subject to Promel S.r.l.’s availability. Promel S.r.l. will notify the Customer of this decision. The shipment of the product sent by Promel S.r.l. to the Customer is subject to the following conditions: Replacements will be provided at the expense of Promel S.r.l.

CUSTOMER SERVICE
For any issues regarding products already delivered (non-compliant or defective product, missing materials, etc.), please contact us directly by email at [email protected] or by telephone at +39 055 209421.

We will endeavor to resolve any issues with the utmost care and promptness and will use any inconveniences as a basis for improving the service provided.