The clarification shown here comes from the Legislative Decree n° 21 of 2014, in place as of 26th March 2014, enforcing the Directive 2011/83/UE on Consumer Rights.

Customers have the right of withdrawal to back out of a distance contract, without penalties and without specifying the reason, within a 14 day period starting from the delivery day.
The right of withdrawal has to be stated by sending a written communication (including via e-mail) to diotti.com s.r.l. within the stipulated period.

Customers cannot exercise their right of withdrawal for orders regarding "custom-made or clearly customised products" (art. 59 of the above mentioned Decree) and "non- prefabricated goods made on the basis of an individual choice or decision by the consumer" (art. 2 of the above mentioned Decree): due to the high degree of customisation that characterises our collections, and due to the production process mainly based on orders from our suppliers, the right of withdrawal is not applicable to the vast majority of the products in our catalogue; for further information please contact Customer Services before purchasing or before the order is placed into production.

Furthermore customers cannot exercise their right of withdrawal on sealed products which cannot be returned due to hygienic and health-related reasons (for example, mattresses, pillows, bed linens) and in case the package has been opened after the delivery.
The right of withdrawal cannot be exerted on non-customisable products in the following cases: contracts which are not included inside the directive on Consumer Rights (products purchased with a VAT number for professional aims); contracts negotiated and stipulated at diotti.com Srl headquarters; products included in a contract negotiated at diotti.com srl headquarters and then finalized by passing an online order at a later stage.

Customers have to return the product at their own expense to diotti.com s.r.l. within 14 days starting from the day of withdrawal and shall be liable for any decrease in value resulting from any handling other than that necessary to establish the nature, characteristics and functioning of the product itself.

If the right of withdrawal is exercised by the consumer according to the following directives, diotti.com s.r.l. will refund the money paid with the exception of any other extra charges the customer has requested. By exercising the right of withdrawal on a single product which, for some reason, was part of a promotional Free Standard Shipping inside a bigger supply, this promotion will no longer be applicable; in this case shipping costs will be charged to the buyer as per the tariff and then deducted from the refund due.

 

The refund will occur within 14 days starting from the day of withdrawal, if the customer complied with his or her obligation of returning the product within 14 days from the withdrawal; in case of payment via Bank Transfer the refund will occur on the first working day after diotti.com Srl receives the bank coordinates from the customer.