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Right of Withdrawal

According to the Code of EU Online Rights and the Directive 2011/83/EU of the European Parliament, Buyers can exercise the right to withdraw from a Purchase Contract (hereinafter "Right of Withdrawal"), without providing any reason. This shall also entail no penalties.

The right of withdrawal can include all purchased goods (complete withdrawal) or only part of them (partial withdrawal).

In order to exercise the right of withdrawal, Buyers shall send a withdrawal communication within 14 (fourteen) days starting from the day the Product(s) are physically delivered to the Buyer or to a Consignee acting on behalf of the Buyer and either subject to sign the delivery note, thereby accepting the goods. The withdrawal information should be sent by email to info@tenartis.com or through the contact form.

The right of withdrawal shall not be applicable to the supply of goods made to the consumer’s specifications, i.e., non- prefabricated goods made on the basis of an individual choice of or decision by the consumer. If the right of withdrawal is not applicable on the Product(s) on sale, the Site shall show the phrase "Right of Withdrawal not Applicable" in the Product(s) data sheet, in the page of the purchase procedure or in the order confirmation sent via email. Buyers are kindly invited to always check the presence of this phrase.

When Buyers correctly exercise their right of withdrawal, they will receive an email message at the email address provided when registering. This email shall bear all the necessary instructions in order to return Product(s): file number, how to label packages and where to send the packages (or the contact numbers of a forwarding agent with whom Buyers can arrange pick-up of the Product(s).

The Product(s) shall be returned to the Seller not later than 14 (fourteen) days after having informed the Seller about the decision to withdraw from the purchase. The postmark date will determine the real posting date, alternatively, the collection date by the forwarding agent shall be considered as the return date.

If the Buyer has exercised his/her right of withdrawal in accordance with the provisions set forth in these terms and conditions, the Seller will fully reimburse all payments received from the Buyer, including shipping costs. The reimbursement will be carried out using the same means of payment as the Buyer used for the initial transaction, without undue delay and, in any event, not later than 14 (fourteen) days from from the day on which we are informed about the Buyer's decision to withdraw from his/her contract. The Supplier may withhold reimbursement until the goods are received back or the Buyer has supplied evidence of having sent back the goods, whichever is the earliest.
The Buyer will have to bear the direct cost of returning the goods.

The goods shall be returned in resalable conditions, preferably their original packaging and together with all accessories. Buyers are liable for any diminished value of the goods when these are handled differently from the provided instructions regarding verification of an item's nature, features and function. Should this happen, the Seller reserves the right to require a refund from the user due to the decrease in value of the Product(s). Therefore, even if the law in force does not oblige the Buyer to purchase an insurance policy on the goods returned, when exercising the right to withdrawal, may we suggest that Buyers acquire one.

Product Claims

Should Buyers find that there are problems with the Product(s) received, they have the right to directly contact Tenartis Customer Service, within 3 (three) days from delivery, in order to advise any discrepancies with their Order, may these be wrong items, damaged items, defective items or missing products and/or parts.

Any returned item will be replaced. The Seller may be entitled to opt for a refund as an alternative to Product(s) replacement.

The return file is open upon reception of the documents sent by the Buyer, these may include photos of the damage claimed. Customer is advised to keep the original packaging and the delivery document.

In case of a Return, the Seller shall contact the Buyer within 3 (three) working days in order to shorten waiting time and provide all necessary information regarding the return procedure, specifically, the delivery place for the returned item and the label to be placed on the package.
When a Product(s) is returned, it is the Buyer's responsibility to package the item, and all its parts, correctly inside the original packaging material in order to avoid damages.

Shipment of the replacement Product(s) will start upon reception of the returned Product(s). Replacing a Product(s) or a part of it may require the same or longer shipment and delivery time indicated in the relevant Purchase Order.

All expenses linked to returning and replacing Product(s), as indicated in the above mentioned clauses of this section, shall be borne by the Seller.