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SHIPPING & RETURNS

SHIPPING COSTS

SHIPPING IS FREE FOR ORDERS OVER €200.

FOR PURCHASES UNDER €200, SHIPPING COSTS ARE:

  • €12.00 FOR SHIPMENTS WITHIN ITALY.

  • €18.00 FOR SHIPMENTS TO AUSTRIA, GERMANY, BELGIUM, FRANCE, LUXEMBOURG, THE NETHERLANDS, POLAND, THE CZECH REPUBLIC, SPAIN, DENMARK, PORTUGAL, SLOVAKIA, SWITZERLAND, HUNGARY, BULGARIA, CROATIA, SERBIA, ESTONIA, LATVIA, LITHUANIA, ROMANIA, SWEDEN, SLOVENIA, AND LIECHTENSTEIN.

  • €25.00 FOR SHIPMENTS TO THE REST OF THE WORLD.

FOR CASH-ON-DELIVERY PAYMENTS, PLEASE CONTACT CUSTOMER SERVICE BY PHONE OR EMAIL. IN THIS CASE, AN ADDITIONAL €10.00 FEE APPLIES.

FOR RETURNS OF GOODS VALUED AT LESS THAN €300, RETURN SHIPPING COSTS ARE THE CUSTOMER'S RESPONSIBILITY.

DUTIES AND CUSTOMS CHARGES

FOR SHIPMENTS OUTSIDE THE EUROPEAN UNION, ALL CUSTOMS DUTIES, TAXES, AND RELATED CHARGES ARE ALWAYS THE CUSTOMER’S RESPONSIBILITY. THESE COSTS ARE NOT ADVANCED BY MARTINATO.COM AND ARE NOT INCLUDED OR DISPLAYED ON OUR WEBSITE AT THE TIME OF PURCHASE.

IF CUSTOMS CLEARANCE IS REQUIRED AND IS NOT COMPLETED WITHIN THE REQUIRED TIMEFRAME, ADDITIONAL COSTS MAY BE CHARGED FOR THE RETURN OF THE SHIPMENT TO ITALY AND FOR ANY SUBSEQUENT RESHIPMENT TO THE DESTINATION.

IN SUCH CASES, MARTINATO.COM ACCEPTS NO RESPONSIBILITY FOR ANY RESULTING DAMAGE OR DELAYS.

SHIPMENTS TO THE UNITED STATES OF AMERICA

OPERATIONAL CHANGES HAVE BEEN IMPLEMENTED BY CARRIERS, INCLUDING FEDEX, DHL, AND IN PARTICULAR UPS, REGARDING SHIPMENTS DIRECTLY TO THE UNITED STATES.

FOR SHIPMENTS TO THE USA, DELIVERY TERMS WILL BE DAP (DELIVERED AT PLACE), MEANING THAT CUSTOMS DUTIES, TAXES, AND ANY OTHER IMPORT-RELATED CHARGES ARE THE RESPONSIBILITY OF THE RECIPIENT. THE RECIPIENT’S PHONE NUMBER AND EMAIL ADDRESS MUST BE PROVIDED AT THE TIME OF PURCHASE.

BY COMPLETING THE PURCHASE, THE CUSTOMER AGREES THAT:

  • ALL CUSTOMS DUTIES AND RELATED CHARGES ARE THE CUSTOMER’S RESPONSIBILITY;

  • PAYMENT MUST BE MADE PROMPTLY UPON RECEIPT OF THE CARRIER’S NOTIFICATION;

  • UPS HAS INTRODUCED AN “ICOD” SURCHARGE OF USD 12, AND WE HAVE REASON TO BELIEVE THAT A SIMILAR CHARGE MAY ALSO BE INTRODUCED IN THE FUTURE BY DHL AND FEDEX.

THE ICOD SURCHARGE IS CHARGED TO THE U.S. RECIPIENT AT THE TIME OF DELIVERY, IN ADDITION TO CUSTOMS DUTIES, TAXES, AND ANY OTHER APPLICABLE IMPORT CHARGES.

RECIPIENTS MAY AVOID THE ICOD FEE BY PREPAYING DUTIES ELECTRONICALLY THROUGH THE UPS INTERNATIONAL PREPAYMENT APPLICATION (IPPA), USING APPLE PAY, GOOGLE PAY, OR MAJOR CREDIT CARDS SUCH AS VISA, MASTERCARD, AND DISCOVER.

TO COMPLY WITH NEW U.S. CUSTOMS AND BORDER PROTECTION REQUIREMENTS, CARRIERS HAVE INTRODUCED AN IMPORTANT POLICY UPDATE THAT DIRECTLY AFFECTS THE MANAGEMENT OF DUTIES AND TAXES FOR SHIPMENTS TO THE UNITED STATES.

IF THE RECIPIENT DOES NOT PAY THE APPLICABLE DUTIES, TAXES, AND HANDLING FEES WITHIN 45 DAYS, THESE AMOUNTS MAY BE CHARGED BACK TO THE SENDER.

WE THEREFORE ASK CUSTOMERS TO PROMPTLY PAY ANY AMOUNTS DUE AFTER PURCHASE IN ORDER TO AVOID UNEXPECTED CHARGES BEING PASSED ON TO MARTINATO.COM.

PRODUCT RETURN

RIGHT OF WITHDRAWAL

THE CUSTOMER-CONSUMER (I.E. A NATURAL PERSON PURCHASING GOODS FOR PURPOSES UNRELATED TO THEIR PROFESSIONAL ACTIVITY) MAY EXERCISE THE RIGHT OF WITHDRAWAL (AND WITHDRAW FROM THE CONTRACT FOR ANY REASON).

TO EXERCISE THIS RIGHT, THE CUSTOMER MUST SEND MARTINATO.COM A NOTICE WITHIN 30 BUSINESS DAYS FROM THE DATE OF DELIVERY OF THE GOODS, TOGETHER WITH THE AUTHORIZATION FORM THAT MARTINATO.COM WILL HAVE SENT TO THE CUSTOMER.

THE NOTICE MAY BE SENT BY EMAIL TO INFO@MARTINATO.COM

FOR FURTHER INFORMATION ON RETURN INSTRUCTIONS, PLEASE VISIT THE RETURNS SECTION.

PLEASE NOTE: CUSTOMERS WHO PURCHASE USING A VAT NUMBER MAY NOT EXERCISE THE RIGHT OF WITHDRAWAL.

THE RIGHT OF WITHDRAWAL IS IN ANY CASE SUBJECT TO THE FOLLOWING CONDITIONS:

  1. THE PURCHASED ITEM MUST BE INTACT AND RETURNED IN ITS ORIGINAL PACKAGING, COMPLETE WITH ALL OF ITS PARTS (INCLUDING PACKAGING AND ANY DOCUMENTATION AND ACCESSORIES);

  2. TO LIMIT DAMAGE TO THE ORIGINAL PACKAGING, WE RECOMMEND, WHEN POSSIBLE, PLACING IT INSIDE A SECOND BOX (THE APPLICATION OF LABELS OR ADHESIVE TAPE DIRECTLY TO THE PRODUCT’S ORIGINAL PACKAGING IS PROHIBITED);

  3. UNTIL THE SHIPMENT ARRIVES AT OUR WAREHOUSE, IT REMAINS ENTIRELY THE CUSTOMER’S RESPONSIBILITY.

MARTINATO.COM ACCEPTS NO RESPONSIBILITY FOR DAMAGE, THEFT, OR LOSS OF GOODS RETURNED THROUGH UNINSURED SHIPMENTS. UNDER NO CIRCUMSTANCES WILL CASH-ON-DELIVERY OR FREIGHT-COLLECT PACKAGES BE ACCEPTED.

CUSTOMER REFUND

SUBJECT TO ANY RESTORATION COSTS RESULTING FROM VERIFIED DAMAGE TO THE ORIGINAL PACKAGING, MARTINATO.COM WILL REFUND THE CUSTOMER THE FULL AMOUNT ALREADY PAID FOR THE PRODUCT BY REVERSING THE AMOUNT CHARGED TO THE CREDIT CARD OR BY BANK TRANSFER.

IN THE LATTER CASE, THE CUSTOMER WILL BE RESPONSIBLE FOR PROMPTLY PROVIDING THEIR BANK DETAILS (IBAN).

WHEN THE RIGHT OF WITHDRAWAL IS FORFEITED

THE RIGHT OF WITHDRAWAL IS FORFEITED IN CASES WHERE MARTINATO.COM DETERMINES:

  1. EVEN PARTIAL USE OF THE ITEM;

  2. THE ABSENCE OF THE OUTER PACKAGING AND/OR ORIGINAL INNER PACKAGING;

  3. THE ABSENCE OF COMPONENTS THAT FORM AN INTEGRAL PART OF THE PRODUCT;

  4. DAMAGE TO THE PRODUCT FOR REASONS OTHER THAN TRANSPORTATION.

IN THE CASES LISTED ABOVE, MARTINATO.COM WILL RETURN THE PURCHASED ITEM TO THE SENDER, CHARGING THE SHIPPING COSTS TO THE SAME.

COMMUNICATIONS AND COMPLAINTS

ALL COMMUNICATIONS OR CUSTOMER COMPLAINTS TO MARTINATO.COM RELATING TO PURCHASE CONTRACTS MUST BE ADDRESSED TO CUSTOMER SERVICE BY WRITING TO: INFO@MARTINATO.COM

JURISDICTION

THE PURCHASE CONTRACT BETWEEN THE CUSTOMER AND MARTINATO.COM SHALL BE DEEMED CONCLUDED IN ITALY AND GOVERNED BY ITALIAN LAW. FOR ANY DISPUTE, THE JUDICIAL AUTHORITY OF PADUA SHALL HAVE JURISDICTION.

PROCESSING OF PERSONAL DATA (PRIVACY)

FOR THE RULES GOVERNING THE PROCESSING OF PERSONAL DATA BY MARTINATO.COM, PLEASE REFER TO THE RELEVANT SECTION OF THE WEBSITE.

RETURN INSTRUCTIONS

  1. TO REQUEST RETURN AUTHORIZATION (R.A.N.), THE CUSTOMER MUST SEND A REQUEST WITHIN 30 DAYS OF RECEIVING THE ORDER DIRECTLY BY EMAIL TO INFO@MARTINATO.COM, INDICATING THE ORDER NUMBER (PROVIDED IN THE ORDER CONFIRMATION EMAIL), AS WELL AS THE FIRST AND LAST NAME USED WHEN PLACING THE ORDER.
    ONCE THE RETURN REQUEST HAS BEEN RECEIVED, MARTINATO.COM WILL SEND THE CUSTOMER WRITTEN CONFIRMATION CONTAINING THE RETURN AUTHORIZATION NUMBER (R.A.N.) AND THE COURIER SHIPPING LABEL AS AN ATTACHMENT.

  2. THE RETURN MUST BE MADE BY COURIER USING THE SHIPPING LABEL ATTACHED TO THE EMAIL. THE RETURN AUTHORIZATION NUMBER (R.A.N.) MUST ALSO BE INDICATED ON THE OUTSIDE OF THE BOX. THE PICKUP WILL BE ARRANGED BY MARTINATO.COM BY SENDING THE COURIER.

  3. IF THE VALUE OF THE ITEM OR ITEMS TO BE RETURNED EXCEEDS €300, RETURN SHIPPING COSTS WILL BE FREE OF CHARGE. SUBJECT TO PRIOR AGREEMENT, MARTINATO.COM WILL REFUND THE FULL RETURN SHIPPING COST TOGETHER WITH THE REFUND FOR THE RETURNED GOODS.

  4. FOR RETURNS OF GOODS VALUED AT LESS THAN €200, SHIPPING MUST BE PAID BY THE CUSTOMER. MARTINATO.COM WILL REFUND ONLY THE VALUE OF THE RETURNED GOODS.

  5. RETURNED ITEMS MUST ARRIVE AT MARTINATO.COM’S PREMISES (VIA TORINO 33, 35010 TREBASELEGHE PD, ITALY) WITHIN 10 DAYS OF RECEIVING THE R.A.N.

RETURN TERMS AND CONDITIONS

EVERY ITEM MUST BE RETURNED WITH ALL ORIGINAL TAGS, PACKAGING, AND ACCESSORIES RECEIVED WITH THE ORDER. PACKAGED ITEMS MUST BE RETURNED TOGETHER WITH THEIR ORIGINAL BOX, WHICH IS CONSIDERED AN INTEGRAL PART OF THE PRODUCT AND MUST NOT HAVE BEEN DAMAGED AND/OR ALTERED IN ANY WAY.

IF THE CUSTOMER RECEIVES DEFECTIVE GOODS, OR IF MARTINATO.COM MAKES AN ERROR IN THE SHIPMENT, THE SAME INSTRUCTIONS SET OUT ABOVE MUST BE FOLLOWED.

MARTINATO.COM RESERVES THE RIGHT TO REQUEST PHOTOGRAPHIC EVIDENCE BEFORE AUTHORIZING RETURNS OF DEFECTIVE GOODS AND TO COVER THE SHIPPING COSTS FOR RETURNING THE GOODS TO ITS PREMISES.

ALL RETURNED PRODUCTS ARE SUBJECT TO INSPECTION BY MARTINATO.COM AND MUST COMPLY WITH ALL THE REQUIREMENTS LISTED IN THE RETURN PROCEDURE. MARTINATO.COM RESERVES THE RIGHT TO APPLY A CHARGE EQUAL TO 10% OF THE VALUE OF THE RETURNED GOODS IN CASES WHERE THE RETURN DOES NOT COMPLY WITH ALL THE TERMS AND CONDITIONS SET OUT IN OUR RETURN POLICY.

MARTINATO.COM RESERVES THE RIGHT TO REFUSE UNAUTHORIZED RETURNS OR RETURNS SHIPPED USING COURIERS OTHER THAN DHL. ACCEPTANCE OF SUCH RETURNS WILL IN ANY CASE RESULT IN A CHARGE EQUAL TO 10% OF THE VALUE OF THE RETURNED GOODS.

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