RETURNS AND REFUNDS POLICY

1. Regulatory Foreword
This information notice is drawn up pursuant to and for the purposes of Articles 49, 52 et seq., 59, 128 et seq. of Legislative Decree no. 206 of 6 September 2005 (Consumer Code), as amended by Legislative Decree no. 26 of 7 March 2023, Legislative Decree no. 70 of 9 April 2003 (Electronic Commerce, Arts. 7, 12, 13), Regulation (EU) 2023/988 on general product safety, and Regulation (EU) 2016/679 (GDPR) regarding the protection of personal data. It governs the conditions applicable to returns, refunds, and the management of products purchased on the PrimaVera S.r.l. website.

(Art. 49, Art. 52 et seq., Art. 59, Art. 128 et seq. Consumer Code; Legislative Decree 70/2003, Arts. 7, 12, 13; GDPR; EU Reg. 2023/988)

This document is an integral part of the general terms and conditions of sale of PrimaVera S.r.l.; for anything not expressly agreed upon in this contract, reference is made to the Sales Contract as the primary contract.

2. Right of Withdrawal (Arts. 52 et seq. Consumer Code)
The consumer has the right to withdraw from the contract, without penalty and without the obligation to provide a reason, within fourteen (14) days from the receipt of the goods.
To exercise this right, the consumer must communicate their intent to withdraw to PrimaVera S.r.l. by means of an explicit statement sent to the e-mail address: info@prima-vera.it.
The Seller, with registered office at VIA AMILCARE PONCHIELLI 77 - 61122 - PESARO (PU); Rea: 306477; PEC: primaverasrlunipersonale@pec.it, provides the telephone number …………………. and e-mail ………………………. For complaints: primaverasrlunipersonale@pec.it. Alternatively, via the link on the website……………………………………. The seller acts in their own name.
Steps to conclude the contract: 1) add to cart; 2) select shipping and payment; 3) summary/check data; 4) confirm order.

3. Effects of withdrawal and refund methods
In the event of withdrawal, PrimaVera S.r.l. will refund all payments received from the consumer, including standard delivery costs, within fourteen (14) days from the day on which it was informed of the decision to withdraw.
The refund will be made using the same payment method used for the original transaction, unless otherwise expressly agreed. The refund will not be executed until the goods have been received and verified, as established in the Sales Contract, which is to be understood as the primary contract to refer to.

4. Consumer obligations in case of withdrawal and conditions for return
Return conditions
The goods must be returned within fourteen (14) days from the notice of withdrawal, intact, unused, and complete with original packaging, labels, and accessories.
The consumer bears only the direct cost of the return, except in the case of defective or non-compliant goods, which must be demonstrated with photographs attached to the complaint.
Return procedure:
To initiate the procedure, send an email to: info@prima-vera.it
If the return is approved, you will receive:
- A return shipping label;
- Detailed instructions on how to return the package.

Return handling costs are at the customer's expense.
Returns sent without prior authorization from the Seller, who will verify the compliance of the request with the regulations, will not be accepted.
If the product is returned because it is not desired, the shipping costs incurred by the Customer will not be refunded.

5. Defective or non-compliant products (Arts. 128 et seq. Consumer Code)
In the event of a lack of conformity of the product, the consumer is entitled, at no cost, to the restoration of conformity by replacement of the product within 30 days or a full refund, including delivery and return costs, within 60 days of the formal request.
The report must be made within two (2) months of the discovery of the defect and in any case within two (2) years from the delivery of the goods, by means of a Complaint to be submitted as established in the Sales Contract.

6. Exceptions to the right of withdrawal (Art. 59 Consumer Code)
The right of withdrawal is excluded for:
- goods made to measure or clearly personalized;
- goods used in a non-compliant manner by the Customer;
- goods damaged by the Customer;
- worn goods.

7. Exchanges and replacements
The consumer may request the replacement of a non-defective product within 14 days of receipt, subject to authorization by PrimaVera S.r.l..
The goods must be returned in the same condition as delivered.
Shipping costs remain the responsibility of the customer.

8. Refund processing times
The technical time for the refund credit varies based on the financial institution or the payment card operator used by the customer and in any case within 60 days.

8.2 Refunds
Once the returned product has been received and inspected:
- the customer will be informed whether or not the refund has been approved;
- In the event of a positive outcome, the amount will be automatically credited to the original payment method.
Refund processing times may vary based on the bank or card operator; the Customer is required to inform the Seller if such payment method is no longer active; in the event of failure to notify, nothing can be attributed to the Seller.
Return costs will be charged as follows:
- the total cost of the product including shipping costs, if the product is found to be damaged or incorrect, as verified by PrimaVera;
- the total cost of the product excluding shipping costs, if the product is no longer desired.

9. Complaints and out-of-court dispute resolution (Art. 49, para. 1, letter h, Consumer Code and EU Reg. 524/2013)
Any complaints can be sent to the e-mail address: info@prima-vera.it.
The consumer may also avail themselves of Alternative Dispute Resolution (ADR) tools, as provided for by Art. 49, para. 1, letter h, of the Consumer Code and by EU Regulation 524/2013.
10. Contacts
For any further request or information: info@prima-vera.it.

STANDARD WITHDRAWAL FORM
(pursuant to Annex I, Part B, Legislative Decree 206/2005)
Fill in and return this form only if you wish to withdraw from the contract.
Recipient: PrimaVera S.r.l. – e-mail: info@prima-vera.it
I/we hereby (……………………………….) formally communicate the withdrawal from my/our (…………………………) sales contract for the following goods/services (*………………………………………):
Ordered on (………………………………) / received on (): ____________________
Name of consumer(s): _____________________
Address of consumer(s): __________________
Signature of consumer(s) (only if on paper): ________
Date: __________________

Place: _____________________
Date: ______________________
Signature ______________________