Shipping and Returns
10.1 The Products purchased on the Store are delivered to the shipping address indicated by the user in the order form, after payment of the Total Amount Due.
10.2 Delivery cannot be made to the Republic of San Marino or to post office boxes or poste restante. If the shipping address is a post office box or poste restante or in one of the indicated locations, Stegip 4 Communication srl will proceed with the termination of the contract pursuant to and for the purposes of art. 1456 of the Civil Code and the reimbursement of the Total Amount Due, if already paid, using the methods and terms set out in art. 5.4 above.
10.3 Shipping costs for the Products, which may vary depending on the shipping method chosen by the user, and any other additional costs are borne by the user, unless otherwise indicated in the Product Sheet or in other parts where it is communicated. Their amount will be expressly and separately indicated (in Euro and including VAT) in the Product Sheet and in the order summary and, in any case, before the user proceeds with its transmission, as well as in the order confirmation email.
If it is necessary to proceed with the reimbursement of delivery costs with reference to the case of withdrawal from a Multiple Order, Stegip 4 Communication srl will reimburse the cost of such expenses only if the user intends to withdraw from the entire Multiple Order; in this case, the cost will be reimbursed in full. Otherwise, no reimbursement will take place, considering that the delivery costs incurred by the user (which Stegip 4 Communication srl always calculates as a fixed amount, regardless of the number of Products ordered) are attributable to the delivery of the other Products, different from those for which the user has exercised the right of withdrawal, which are part of the Multiple Order.
If, on the other hand, the reimbursement of delivery costs results from the unavailability of one of the Products forming part of the Multiple Order or from one of the cases of non-performance by Stegip 4 Communication srl, the latter will reimburse the user for the delivery costs.
In no case may the amount of delivery costs to be reimbursed exceed the amount of the expenses actually paid by the user for delivery.
10.4 Delivery terms are those indicated in the Product Sheet, before the user transmits the order, and in the order confirmation email. They start from the sending of the order. In the absence of an indication of a delivery term, delivery will in any case take place within thirty days from the date of conclusion of the contract. Delivery terms are calculated considering only working days and therefore excluding Saturdays, Sundays, and holidays.
10.5 At the time of shipment, i.e., the delivery of the Products to the carrier, a shipping confirmation email will be sent to the user, containing a link that will allow them to track the progress of the shipment.
10.6 Deliveries will be made by the carrier identified from time to time, from Monday to Friday during normal office hours, excluding national holidays. Stegip 4 Communication srl reserves the right to use other carriers and/or different delivery methods. In this case, the variation will be indicated in the Product Sheet or with other dedicated communication.
10.7 The obligation of delivery is fulfilled by the transfer of physical availability or, in any case, control of the Products to the user.
10.8 It is the user's responsibility to check the condition of the Product delivered. Notwithstanding that the risk of loss or damage to the Products, due to causes not attributable to Stegip 4 Communication srl, is transferred to the user when the user, or a third party designated by them and different from the carrier, physically takes possession of the Products, the user is recommended to check the integrity of the packaging and the number of Products received and is invited, where possible, to indicate any anomalies on the carrier's transport document. In the event that the packaging shows obvious signs of tampering or alteration, the user is recommended to promptly inform Customer Service. The application of the rules on the right of withdrawal and legal guarantee of conformity remains unaffected.
10.9 The user acknowledges that collecting the Product is a specific obligation arising from the purchase contract. In the event of non-delivery due to the absence of the recipient at the address specified in the order form, the courier will leave a transit notice in the mailbox containing a number to contact them. The courier will then make a second delivery attempt. After two unsuccessful delivery attempts, the package will go "into storage". Customer Service will then send an email to the user to unblock the storage and ensure that the package is delivered as soon as possible. If necessary, Customer Service may agree with the user to change the shipping address. If this attempt also fails or the user does not respond to the Customer Service contact attempt, the Product will be returned to Stegip 4 Communication srl and, in any case, after 30 working days from the first delivery attempt, the contract will be considered terminated and the purchase order consequently canceled pursuant to art. 1456 of the Civil Code. Stegip 4 Communication srl will then proceed, within 15 working days following the termination of the contract, to reimburse the Total Amount Due paid by the user, deducting the costs of the unsuccessful Product delivery, the return costs to Stegip 4 Communication srl and any other expenses incurred due to non-delivery caused by the recipient's absence. The termination of the contract and the amount of the reimbursement will be communicated to the user by email. The reimbursement will be credited to the same payment method used by the user for the purchase. If the user has made the payment by bank transfer, Stegip 4 Communication srl will ask the user for the bank details necessary for the reimbursement. Any delays in crediting may depend on the bank, the type of credit card or the payment solution used. In any case, the value date of the re-credited amount will be the same as the debit date.
In the event that, before the expiry of the thirty-day period, the user asks to receive the Product again, Stegip 4 Communication srl will proceed with the new delivery after charging, in addition to the delivery costs, the costs of returning the Product to Stegip 4 Communication srl and storage costs.
10.10 In the event that the purchased Product is not delivered or is delivered late compared to the delivery terms indicated in the Product Sheet and in the order confirmation, the user, pursuant to art. 61 of the Consumer Code, invites Stegip 4 Communication srl to make the delivery within an additional period appropriate to the circumstances ("Additional Term pursuant to art. 61, par. III, Consumer Code"). If this additional term expires without the Products having been delivered, the user is entitled to terminate the contract ("Termination of the Contract pursuant to art. 61, par. III, Consumer Code"), without prejudice to the right to compensation for damages.
The user is not burdened with the obligation to grant Stegip 4 Communication srl the Additional Term pursuant to art. 61, par. III, Consumer Code ("Excluded Cases") if:
a) Stegip 4 Communication srl has expressly refused to deliver the Products;
b) compliance with the delivery term indicated during the purchase process and in the order confirmation must be considered essential, taking into account all the circumstances that accompanied the conclusion of the contract;
c) the user informed Stegip 4 Communication srl, before the conclusion of the contract, that delivery by or on a specific date is essential.
In the Excluded Cases, the user, if they do not receive the Products within the delivery term indicated during the purchase process and in the order confirmation, is entitled to immediately terminate the contract, without prejudice to the right to compensation for damages ("Termination of the Contract in Excluded Cases").
The indication of the Additional Term pursuant to art. 61, par. III, Consumer Code and the communication of Termination of the Contract pursuant to art. 61, par. III, Consumer Code or Termination of the Contract in Excluded Cases must be communicated by the user to Stegip 4 Communication srl at the addresses referred to in art. 14 below.
In the event of Termination of the Contract pursuant to art. 61, par. III, Consumer Code or Termination in Excluded Cases, Stegip 4 Communication srl will reimburse the user the Total Amount Due without undue delay. The reimbursement will be made using the methods referred to in art. 10.15 below.
In the event that the user does not proceed with the setting of the Additional Term pursuant to art. 61, par. III, Consumer Code or, where the conditions are met, with the Termination of the Contract pursuant to art. 61, par. III, Consumer Code or the Termination of the Contract in Excluded Cases, without prejudice to the user's right to avail themselves at any time of these remedies and/or the ordinary means of protection provided by law and, in particular, by Chapter XIV of Title II of Book IV of the Civil Code, Stegip 4 Communication srl undertakes to:
i. promptly notify the user by email of the delay in delivery ("Delay Notice Email"), also indicating the new delivery term, if available ("New Delivery Term");
ii. in case of delivery with a delay of between 1 and 3 working days compared to the New Delivery Term, reimburse the user for the delivery costs, if already paid, within 10 working days from the expiry of the New Delivery Term or not request payment, if not yet paid;
iii. in case of delivery with a delay of between 4 and 10 working days compared to the New Delivery Term, allow the user who requests it to refuse delivery and terminate the contract, with consequent reimbursement of the Total Amount Due, if already paid, immediately and, in any case, within 10 working days from the request for termination of the contract or, alternatively, if the user does not wish to terminate the contract, reimburse the user for the delivery costs, if already paid, within 10 working days from the request or not request payment, if not yet paid;
iv. in case of delivery delay exceeding 10 working days compared to the New Delivery Term or, in any case, 20 days compared to the original delivery term, offer the user, in addition to the foregoing, the supply of a different Product of equivalent or higher value, upon payment, in the latter case, of the difference and upon the user's express consent.
10.11 In the case of Multiple Orders involving Products that must be delivered separately, the provision of art. 10.10 above will apply independently to each delivery. With respect to each delivery and therefore, limited to the Products subject to it, the user may proceed to set the Additional Term pursuant to art. 61, par. III, Consumer Code and to the Termination pursuant to art. 61, par. III, Consumer Code or to the Termination in Excluded Cases, if the relevant conditions are met. In this case, Stegip 4 Communication srl will reimburse the user the Partial Amount Due without undue delay. The reimbursement will be made using the methods referred to in art. 10.14 below.
In the event that the user does not proceed with the setting of the Additional Term pursuant to art. 61, par. III, Consumer Code or, where the conditions are met, with the Termination of the Contract pursuant to art. 61, par. III, Consumer Code or the Termination of the Contract in Excluded Cases, in relation to the single delivery and the related Products, without prejudice to the user's right to avail themselves at any time of these remedies and/or the ordinary means of protection provided by law and, in particular, by Chapter XIV of Title II of Book IV of the Civil Code, Stegip 4 Communication srl undertakes to:
i. promptly send the user the Delay Notice Email, also indicating the New Delivery Term, if available;
ii. in case of delivery of one of the Products subject to the Multiple Order with a delay of between 1 and 3 working days compared to the New Delivery Term, reimburse the user for the delivery costs, if already paid, calculated as indicated in art. 10.3 above, within ten working days from the expiry of the New Delivery Term or not request payment, if not yet paid;
iii. in case of delivery of one of the Products subject to the Multiple Order with a delay of between 4 and 10 working days compared to the New Delivery Term, allow the user who requests it to refuse delivery and partially terminate the contract limited to and with exclusive reference to the Product subject to the Multiple Order delivered late, with consequent reimbursement - immediately and, in any case, within 10 working days from the request for partial termination of the contract - only of the amount paid by the user in relation to this specific Product, including delivery costs, calculated as indicated in art. 10.3 above, or, alternatively, if the user does not wish to partially terminate the contract, reimburse the user - within ten working days from the request - for the delivery costs, if already paid, calculated as indicated in art. 10.3 above or not request payment, if not yet paid. The termination of the entire Multiple Order will be possible only in the case of evident and proven accessory nature of the Products subject to the Multiple Order delivered late or not delivered compared to the other Products subject to the Multiple Order delivered on time or yet to be delivered;
iv. in case of delay in delivery of one of the Products subject to the Multiple Order exceeding 10 working days compared to the New Delivery Term or, in any case, 20 days compared to the original delivery term, offer the user, in addition to what is provided for in art. 10.11 (iii) above, the supply of a different Product of equivalent or higher value, upon payment, in the latter case, of the difference and upon the user's express consent.
10.12 In the event of non-sending of the Delay Notice Email or non-setting of the New Delivery Term therein, all the terms referred to in arts. 10.10 (ii), (iii) and (iv) and 10.11 (ii), (iii) and (iv) above will run from the original delivery term.
10.13 The acceptance of the New Delivery Term and in the cases referred to in arts. 10.10 (iii) and (iv) and 10.11 (iii) and (iv), the user's choice must be promptly communicated to Stegip 4 Communication srl by email to the address referred to in art. 14 below.
10.15 In all cases referred to in arts. 10.10 and 10.11 above where a refund is due to the user, the refund amount will be communicated to the user by email. It will be credited to the same payment method used by the user for the purchase. In the case of payment by bank transfer, Stegip 4 Communication srl will ask the user for the bank details necessary for the refund. Any delays may depend on the bank, the type of credit card used or the payment solution used. In any case, the value date of the re-credited amount will be the same as the debit date.
Right of withdrawal
If you purchase as a consumer, you have the right to withdraw from the contract within 14 days from the delivery of the last item of the order, in the cases provided for by the Consumer Code.
The right of withdrawal can also be exercised directly online through the electronic function available on our store. From June 19, 2026, for purchases made through an online interface, the Consumer Code provides for an electronic withdrawal function that is clearly visible and accessible to the consumer.
- Log in with the email address used to place the order, select the order concerned and follow the procedure indicated to submit the withdrawal request.
- If the order has not yet been fulfilled, you can request its cancellation. If the order has already been delivered, you can submit the return request within the foreseen period.
- At the end of the procedure, you will receive an electronic confirmation of the request.
WITHDRAW FROM THE CONTRACT HERE
Withdrawal period
For the purchase of goods, the withdrawal period is 14 days starting from the delivery of the last item of the order.
The request must be submitted within this period.
After communicating the decision to withdraw, the products must be returned without undue delay and in any case within 14 days from the communication of withdrawal.
After submitting the return request, prepare the product for return following the instructions received. We ask you to include the order number in the package or indicate it clearly, so that we can quickly identify the return.
Unless otherwise instructed during the procedure, the goods must be returned to:
STEGIP 4COMMUNICATION S.R.L.
Via degli Olmetti, 36
00060 Formello (RM)
Please note that the shipping of the material to be replaced is at the customer's expense.
In case of loss or non-return of the goods, you will be fully responsible.
We are also able to offer product replacement only if there are any available. You can only ship your return from the country where you placed the order.
Condition of returned products
The consumer is liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the product.
We therefore invite you to return complete items, with any accessories and tags and, where present, with the anti-counterfeit sticker or seal still applied, avoiding uses or manipulations not necessary for checking the product.
Refund
In case of valid exercise of the right of withdrawal, payments received for the products subject to withdrawal will be refunded, including, where due, delivery costs as required by applicable law.
The refund will be made without undue delay and in any case within 14 days from the day on which FIM Merchandising is informed of the decision to withdraw.
The refund will be made using the same payment method used for the initial transaction, unless otherwise agreed with the customer and provided that this does not entail costs for the customer.
FIM Merchandising may withhold the refund until receipt of the goods or until the consumer has demonstrated that they have sent them back, whichever is earlier.
Product replacement
When available, FIM Merchandising may also allow the replacement of a product, for example for a change of size or item.
The possibility of replacement depends on the availability of products in stock.
Replacement constitutes a distinct service and does not limit the right of withdrawal recognised to the consumer by applicable law.
Defective or non-compliant products
These rules on the right of withdrawal do not limit the rights recognised to the consumer in the event of a defective or non-compliant product, which remain regulated by the law on the legal guarantee of conformity.
For any information or clarification, you can contact us at: info@fim-merchandising.com