Returns and Refunds

How to return a product bought at a distance and obtain a refund

A Consumer who buys at a distance, that is through the website, by e-mail or by telephone, may change their mind within 14 days of delivery, without giving any reason, as provided for by articles 52 to 59 of the Italian Consumer Code. We sell machines and equipment that can weigh several hundred kilos, so returns do not go through the post: we arrange the collection, at a cost to the customer that depends on the weight and is shown on this page. Defective products do not need a withdrawal: they are covered by the warranty, described on the Warranty and service page.

Who can withdraw

The right of withdrawal belongs to Consumers, that is natural persons who buy for purposes outside their trade, business, craft or profession, for purchases concluded at a distance or away from DELEKS's business premises. It does not apply to purchases made at our premises, nor to Business customers, who buy for their business: for them a return is possible only by prior written agreement with our Customer Service, on terms agreed case by case.

Time limit

You have 14 days from the day on which you, or a person you have designated other than the carrier, receive the product. If the order includes several products delivered separately, the 14 days run from the delivery of the last one. To meet the deadline it is enough to send your withdrawal notice before it expires.

How to give notice of withdrawal

Write to info@deleks.com, or to our certified e-mail deleks@pec.it, or by registered letter to Deleks S.r.l., Via Industriale 23, 25028 Verolanuova (BS), Italy, or open a ticket from your account. You can use the form below or any other unequivocal statement of your decision to withdraw. Give the order number, your name, the products concerned, a telephone number and the collection address: that way the case starts immediately.

Withdrawal form (optional)
To: Deleks S.r.l., Via Industriale 23, 25028 Verolanuova (BS), Italy, info@deleks.com
I hereby give notice that I withdraw from my contract of sale of the following products: ______________________
Order no. __________ of __________, received on __________
Name: ______________________
Address: ______________________
Date: __________ Signature (only if this form is sent on paper): ______________________

What happens next

Within 3 working days of receiving your notice we send you the return instructions with a proposed collection date: we ask you to confirm that the goods will be ready. We may ask you to fill in the RMA form, which serves organisational purposes only and is not a condition for exercising the right of withdrawal. The product must be returned without undue delay and in any case within 14 days of the withdrawal notice: the deadline is met if by that date the goods are ready for the agreed collection or have been shipped.

Collection arranged by DELEKS

We choose the carrier according to weight, size, type of machine and address, so that the transport suits the product and can be tracked. Do not arrange shipments yourself and do not bring the goods to our warehouse without agreeing it with Customer Service first. If the agreed collection fails for reasons attributable to you (goods not ready, nobody present), the cost of each further attempt is charged to you according to the table below. If you prefer to arrange the return yourself, agree it with us first: the costs and risks of transport remain yours.

Return costs

The direct cost of returning the goods is borne by the customer. When collection is arranged by DELEKS, the cost depends on the shipping weight of the product (amounts including 22% VAT; the amount excluding VAT is in brackets):

For products over 800 kg, loading onto the lorry must be done with lifting equipment provided by the customer (forklift or crane), because the tail lift cannot lift that weight. The collection cost is deducted from the refund.

Preparing the product

Until collection, look after the product with normal care. Use the original packaging where available, otherwise equivalent packaging; return accessories, manuals and standard equipment; secure moving parts and protect the machine for transport.

Refund

We refund all payments received, including any standard delivery charges, without undue delay and in any case within 14 days of the day we receive your withdrawal notice, using the same means of payment you used for the purchase, unless agreed otherwise and at no cost to you. The collection cost and any diminished value of the product are deducted from the refund. Additional costs arising from your choice of a delivery method other than the standard one are not refunded. If you arrange the return yourself, we may withhold the refund until we receive the product or until you provide proof of shipment.

Checks and diminished value

On arrival we check that the product matches the order, its serial number, completeness, accessories, general condition and signs of use, with photographs and an internal report. You may examine the product as you would in a shop; if you have used it beyond what is necessary to establish its nature, characteristics and functioning, the diminished value is assessed on a documented basis and deducted from the refund, within the limits of the law. We inform you of the outcome, with the amount refunded and the reasons for any deduction.

When the right of withdrawal does not apply

Withdrawal is excluded in the cases provided for by article 59 of the Consumer Code, in particular for products made to measure or customised to the customer's specifications. In these cases you receive a reasoned notification.

Frequently asked questions

How much does it cost to return a product?
The cost of collection arranged by DELEKS depends on the weight: from €24.28 for up to 20 kg to €2,440 for over 2,000 kg, including VAT. It is deducted from the refund.

Can I try the machine?
You can examine and check it as you would in a shop. Use beyond that, for example hours of actual work, may reduce the refund.

When will I receive the refund?
Within 14 days of the withdrawal notice, by the same means of payment. If you arranged the return yourself, on receipt of the goods or on proof of shipment.

I bought with a VAT number: can I withdraw?
No, the right of withdrawal belongs to Consumers. If you bought for your business, a return is possible only by prior written agreement with Customer Service.

I bought at your premises: can I withdraw?
No. Withdrawal applies to purchases concluded at a distance or away from business premises.

The product is faulty: do I have to withdraw?
No, open a service request: defects are covered by the warranty, with repair or replacement at no cost to the Consumer.

Do I need the original packaging?
It is strongly recommended because it protects the product best. If you no longer have it, equivalent packaging is required.