Refund policy

Article 8 - Withdrawal (User Consumer)
8.1 Pursuant to the provisions of applicable law, the User Consumer has the right to withdraw from the purchase of the Product without penalty and without providing any reason within no more than 14 calendar days from the time the Product was delivered (“Withdrawal Period”).
8.2 To this end, you will be able to communicate your intention to withdraw from your purchase directly to SG by writing an e-mail to info@done.supply. Withdrawal will be considered properly exercised only if the intention to withdraw is communicated to SG before the expiration of the Withdrawal Period. Moreover, the withdrawal applies to the Product in its entirety and may not be exercised in part (e.g., with respect to any additional services).
8.3 If no impediment conditions are found, the User will receive an e-mail confirming that the withdrawal has taken place, which will also indicate the instructions for returning the Product. The purchased Product must be returned without undue delay and, in any event, within 14 days of receipt of the instructions for returning the Product. The Product must be returned to the following address:

SG Srl, c/o Starless S.r.l.s.
Via Fratelli Mattei, Z.I. TRONCO H
73048 NARDÒ (LE)
Italy

- With the original packaging, complete with all accessories and instruction sheets, labels still attached (where present), as well as perfectly fit for its intended use. In the event of loss of the original packaging, the User may be charged for it;
- Free of signs of use, wear, or soiling, except those that are compatible with carrying out an examination of the characteristics and testing of the same (e.g., the Product shall bear no trace of prolonged use or otherwise exceeding the time necessary for a test and shall not be in such a state as to not permit resale).
For Italy and other EU countries: shipping costs for returns are borne by SG srl.
For non-EU countries: shipping costs are the responsibility of the customer. Our customer service will inform you of the exact cost. Customers are also responsible for import costs, which amount to approximately 30% of the total amount of the order (excluding shipping costs).
SG reserves the right not to accept items shipped by couriers other than the one indicated in the e-mail with instructions for return requests: the return will not be accepted by SG and the item will be rejected to the sender if the delivery involves additional costs for SG.
8.4 In the event that the Product for which the withdrawal has been exercised has suffered a decrease in value resulting from a handling of the Product itself other than that necessary to establish its nature, characteristics and qualities, the refund will be reduced by an amount equal to such decrease in value. Appropriate notice of this circumstance, and of the resulting diminished amount of the refund, will be given to the User prior to the refund.
8.5 The refund will be made within 14 days commencing from the time when the communication referred to in Article 8.2 above was received through the same Payment Method used to make the purchase. In any case, the User shall not incur any cost as a consequence of the refund.
8.6 In the event that the right of withdrawal has not been properly exercised, the reasons preventing the exercise of the right of withdrawal will be communicated by e-mail, which will be considered rejected. In this case, the User will not be entitled to receive any refund.
8.7 The right of withdrawal is also excluded in accordance with Article 59 of the Consumer Code with respect to the supply of goods made to measure or clearly customized at the express request of the User when ordering.

Article 9 - Legal Guarantee of Conformity (User Consumer)
9.1 All Products are covered by the legal guarantee of conformity provided for in Articles 128 et seq. of the Consumer Code. In particular, SG guarantees the proper functioning of the Products and the correctness of the information provided with respect to the Products. To this end, by virtue of the applicable law, the User has the right to the restoration, without charge, of the conformity of the Products or, if the latter is not possible, to a reduction of the purchase price or termination of the contract, except in cases of minor defects.
9.2 On a residual basis, in the event that repair or replacement is impossible or excessively onerous, the User shall have the right to obtain from SG a price reduction commensurate with the defect found, or to terminate the concluded contract where the following hypotheses are met: (i) SG has not repaired or, where possible, replaced the Product; (ii) the services provided by SG are not suitable to restore Product conformity; (iii) SG makes itself unavailable to restore Product conformity. It will not be possible to terminate the concluded contract in case of minor or very minor defects.
9.3 If the User is not a Consumer, the User is invited to refer to the legal warranty provisions of the law.

Article 10 - Complaints, Assistance and Communications
10.1 The User has the right to file a complaint regarding issues related to the purchase of the Product or with respect to the use of the Platform against SG, by contacting SG at the following e-mail address: info@done.supply.
10.2 In case of complaints, SG will take up and acknowledge the complaint no later than 3 days from the date of receipt of the complaint.
10.3 SG may contact the User through the contact details provided during Registration, login, during the purchase process or even afterwards.

Article 11 - User’s Responsibilities
11.1 All manifestations of will, acts and facts productive of legal and economic effects made by Users on the Platform will be attributed to them in an indisputable manner. Each User is responsible for the confidentiality of his/her authentication credentials, codes and/or further data entered on the Platform and undertakes to use them personally and exclusively on his/her own devices.
11.2 The User shall immediately notify SG of any unauthorized use of its authentication credentials, codes and/or additional data entered on the Platform and any other facts that breach its security.
11.3 SG shall not be liable for any damages caused by the use of said authentication credentials, codes and/or further data by another person, with or without the User’s authorization, and regardless of whether the User has knowledge thereof.
11.4 In the case of alleged violations of the T&Cs, SG reserves the right not to activate or suspend the purchase process and the User Account at any time, as well as to terminate the User’s access to the services made available on the Platform until it is established that the User’s behavior is lawful.

Article 12 - Responsibility of SG
12.1 SG undertakes to provide its services, to keep the Platform active and to provide the necessary technical assistance for the resolution of problems related to the use and operation of the Platform itself, where attributable to SG. Any communication aimed at obtaining technical assistance about the use of the Platform should be addressed to the contacts indicated in Article 10 above.
12.2 Without prejudice to the provisions of the preceding Articles, SG shall not be held liable for problems in accessing and using the Platform due to causes that are not directly attributable to and/or related to its activity. By way of example and not limitation, SG shall therefore not be liable for any:
- inaccurate or non-compliant uses of the Platform or the services made available to Users;
- problems with connectivity and continuity of the Internet connection available to Users;
- problems dependent on the devices used by Users, their characteristics and/or due to any failures of the same;
- routine and/or extraordinary maintenance activities, which will still be scheduled in order to minimize inconvenience to Users.
12.3 In no event shall SG be liable for any failure to perform its obligations due to unforeseeable circumstances or force majeure (such as, but not limited to, actions of Public Authorities, floods, fires, accidents, telecommunication suspensions or problems), or to events beyond its control or otherwise beyond its control.
12.4 SG shall also not be held responsible for the actions, services and functionalities made available to Users through other sites, applications and/or platforms connected to the Platform through links or other modes of connection (e.g. social plug in). It shall also not be held responsible for problems in accessing or using such services.