Refund policy

Returns

In the cases provided for by law or these General Terms and Conditions, the Customer may choose to return the Products either directly to the Point of Sale or via shipment using a carrier of their choice. Return shipping costs are the responsibility of the Customer.

In all cases, the Products must be returned intact, unused, complete in all parts, and in their original packaging (including the wrapping and any documentation and accessory equipment: manuals, accessories, etc.). Otherwise, De Zotti reserves the right not to accept the return.

In case of shipment, the Product and the related documentation must be sent by the Customer to the De Zotti facility located at Via Adige, no. 120, 30022 Ceggia (VE), Italy.

Shipping remains under the full responsibility of the Customer until proof of receipt at the De Zotti facility. The Customer is free to choose the carrier.

Withdrawal Procedure

To exercise the right of withdrawal, the Customer must notify De Zotti, before the expiration of the Withdrawal Period, of their decision to withdraw, by sending an email to: info@dezotti.com. To this end, the Customer must state their intention to withdraw from the Contract in the communication, providing De Zotti with the details of the Order for which the right of withdrawal is being exercised and also transmitting or delivering the purchase invoice.

Since the burden of proof regarding the exercise of the right of withdrawal before the expiration of the Withdrawal Period lies with the Customer, it is in their interest to use a durable medium when communicating the withdrawal to De Zotti.

Return costs are borne by the Customer, and the return must occur without delay, within 14 calendar days from the date the Customer communicated their decision to withdraw. In case of shipment, the choice of carrier is at the Customer’s discretion, who will, in any case, bear the return costs and risks.

Returning the Product in Case of Withdrawal

The Product, properly packaged and protected, must be sent to De Zotti at the address: Ceggia (30022 – VE), Via Adige no. 120, or returned directly by the Customer to the Point of Sale.

The Customer is responsible for any decrease in value of the goods resulting from handling the Product other than what is necessary to establish its nature, characteristics, and functioning. The Product may be tested or verified but must not have been used; it must be handled with reasonable care and returned intact, fully functional, and free from wear or dirt, complete in all its parts, with all accessories, manuals, documentation (e.g., Technical Sheet), and labels—where present—still attached, intact, and unaltered.

In all cases:

a) Products must be returned intact, unused, complete in all parts, and in their original packaging (including wrapping and any documentation or accessories: manuals, accessories, etc.). The integrity of the Product is an essential condition for exercising the right of withdrawal. Packaging must be done “properly,” and De Zotti reserves the right not to accept the return if the Product is not returned intact (in its packaging and/or content). Specifically, the return will not be accepted if De Zotti finds wear (even partial) on the Product and any consumables and/or components; the absence of the original outer packaging and/or inner packaging; missing integral elements (components, accessories, manuals, etc.); or damage to the Product.

b) Any missing items in the packaging or signs of use on the Product (including but not limited to: removal of seals, stickers or stamps, scratches or scuff marks, discoloration, etc.) or defects that prevent the resale of the Product will be assessed in determining the decrease in the Product's value, with a corresponding reduction in the amount refunded to the Customer. The Customer will, in any case, be responsible for the decrease in Product value due to improper handling.

c) The right of withdrawal applies to the entire purchased Product. It is not possible to withdraw from only part of the purchased Product (e.g., accessories, individual parts, etc.);

d) The right of withdrawal is excluded in the cases provided for in Art. 59 of the Consumer Code, in particular those related to the supply of so-called “tailor-made” Products, which are made and customized based on the Customer’s specific requirements.

Shipping and Return Delivery Costs

Return shipping costs are the responsibility of the Customer. Delivery costs paid by the Customer, as well as any other additional costs indicated at the time of the Order, will not be refunded. Until receipt at De Zotti’s facility is confirmed, shipping remains entirely under the Customer’s responsibility, who may choose any carrier.

Customers are advised to insure the shipment to protect the Products from any incidents during transport and avoid financial loss due to lost, stolen, or damaged packages.

If, upon receipt of the returned Product at its facility, De Zotti finds damage to the Product or any lack of integrity of the packaging, De Zotti will notify the Customer within five business days so they may activate any insurance policy or take action against the carrier if the damage is attributable to them. In such a case, the Product will be made available to the Customer for collection, and the withdrawal request will be canceled.

De Zotti staff remain available to assist the Customer in the return process.

Confirmation by De Zotti, Checks, and Ineffectiveness of Withdrawal

All returned Products must arrive intact and suitable for resale in all parts. Once received, De Zotti will check the condition of the returned Products.

If the Product does not comply with the applicable regulations and/or is not returned intact in all parts and/or lacks accessories or integral elements (e.g., missing cables, batteries, manuals; signs of use and/or wear; signs of tampering, etc.), the withdrawal will be considered invalid, and the Customer will not be entitled to a refund. De Zotti will notify the Customer by email within 5 business days of receipt, rejecting the withdrawal request. The Product, if already received by De Zotti, will remain available for Customer pickup, which must occur at the Customer's expense and risk, regardless of the chosen method.

Refunds

In case of a legitimate exercise of the right of withdrawal, De Zotti will refund the Customer the Price within 14 (fourteen) days of receipt of the returned Product via bank transfer to the account in the Customer’s name or otherwise specified. A confirmation email will be sent upon completion of the refund process.

Article 4 – Legal Warranty, Warranty Period, and Exclusions

All Products sold to the Customer are covered by the Legal Warranty, which can be activated by the Customer only for conformity defects existing at the time of delivery and which manifest within the Warranty Period, which is 2 (two) years from the delivery date indicated on the shipping document.

According to the Consumer Code, a conformity defect exists if the purchased item:

  • Is not suitable for the usual use of goods of the same type;

  • Does not match the description made by the seller or lacks the qualities shown in samples or models;

  • Does not offer the quality and performance normally expected of such goods, considering public statements, advertisements, or labels;

  • Is not suitable for the specific use made known by the Customer at the time of the contract, and accepted by the seller.

Reporting Defects and Activating the Legal Warranty

To activate the Legal Warranty, the Customer must report the conformity defect as soon as possible, in writing, and in any case within the Warranty Period, either in-store or by email to info@dezotti.com.

The Customer must include the invoice, signed delivery document, and any other documents proving delivery date with the report. De Zotti may request a description of the defect or photographic/video documentation and will provide the necessary instructions.

Remedies Available to the Customer and Product Return

In case of a duly reported conformity defect during the Warranty Period, the Customer may request from De Zotti:

  • Primarily, free repair or replacement of the Product, at their choice, unless the requested remedy is objectively impossible or excessively costly compared to the other;

  • Secondarily (if repair or replacement is impossible or excessively burdensome, or not performed within a reasonable period, or previously performed repairs/replacements caused inconvenience to the consumer), a price reduction or contract termination.

De Zotti may refuse the Customer’s chosen remedy only if it is “excessively burdensome,” i.e., imposes unreasonable expenses compared to alternatives, considering: i) the Product’s value without the defect; ii) the severity of the defect; iii) whether an alternative remedy could be applied without significant inconvenience to the Customer.

Costs for remedying the defect are regulated under Legislative Decree 206/2005 (“Consumer Code”).

To enable De Zotti to resolve the defect, the Customer must return the Product as outlined in Article 3 (“Returning the Product in Case of Withdrawal”).

Exclusion of the Legal Warranty

De Zotti informs the Customer that damages or malfunctions caused by accidental, unpredictable, or unavoidable events or not attributable to De Zotti are excluded from the Legal Warranty. Also excluded are malfunctions due to Customer conduct or improper use of the Product not in accordance with its intended purpose or the attached Technical Sheet.

De Zotti expressly states that the Products are handcrafted, made from reclaimed materials, customized to the Customer's specifications, and therefore are unique items not reproducible in series. Consequently, catalog models are to be considered ideal representations and not exact replicas.

Therefore, any differences in the Product compared to the catalog images that are a natural result of the Product’s originality are not defects but part of acceptable manufacturing tolerance.

Conventional Warranty

Unless expressly agreed in writing, De Zotti Products are only covered by the Legal Warranty.

Article 5 – Product Availability

De Zotti’s commercial offerings vary based on availability and market fluctuations of raw materials and goods used in production. Customers may consult the Catalog, which De Zotti keeps up to date with available and ready-to-ship Products. If a Product purchased on the Site is not available despite being listed as such, De Zotti will immediately notify the Customer via email, terminating the Contract and refunding the price paid.

Article 6 – Originality and Uniqueness of the Products

De Zotti informs the Customer that it is a well-established producer of custom wooden furnishings using artisanal techniques. Some Products are made from reclaimed materials, particularly the famous Venetian “briccole” wood, used to create various furnishings, claddings, and objects.

All De Zotti Products are unique, custom-made according to the Customer’s specifications.

Catalog models are ideal representations and not exact replicas. Due to artisanal techniques and the materials used, every Product is a unique piece with distinctive aesthetic features (e.g., color tones, measurements, and dimensions).