Refund policy
Returns, withdrawal, complaints and refunds
This policy governs requests concerning returns, the right of withdrawal, complaints about damaged, defective or incorrect products, and refunds for purchases made on the Agati.it website.
This policy has been drawn up with reference to the applicable consumer protection legislation, including the Italian Consumer Code (Legislative Decree 206/2005) and Legislative Decree no. 21 of 21 February 2014.
For any assistance with an order, you can contact our staff at shop@agati.it or through the contact form on the website.
In this policy
For ease of reference, this policy is divided into the following sections:
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Right of withdrawal and voluntary returns
For cases where the customer wishes to return a product that is intact, not defective and as ordered. -
Cancelling an order before shipment
For cancellation requests sent before the order is shipped. -
Complaints about damaged, defective or incorrect products
For cases where the customer receives a product that is damaged, defective, incomplete, incorrect or not as ordered. -
Products excluded from the right of withdrawal
To find out when the right of withdrawal cannot be exercised. -
Replacements
For replacement requests, whether following a complaint or for another reason of the customer. -
Refunds
For how and when refunds are made. -
Contact
To find out how to contact Agati Srl with requests, questions or for assistance.
1. Right of withdrawal and voluntary returns
Consumers have the right to withdraw from the purchase within 14 days of delivery of the goods, without giving any reason.
For orders made up of several items delivered separately, the 14-day period runs from the date of delivery of the last item in the order.
The right of withdrawal applies where the customer wishes to return a product that is intact, not defective and as ordered, for example because:
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the product does not meet their expectations;
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the colour, size or final effect is not as they imagined;
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the customer has changed their mind about the purchase;
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the product is no longer wanted.
In these cases the return is a voluntary return in exercise of the right of withdrawal.
How to exercise the right of withdrawal
The customer can exercise the right of withdrawal through the electronic procedure available on the website, by logging in to their account/orders area and following the instructions to send a return or cancellation request.
The account/orders area can be accessed at the following link:
To log in, the customer must enter the email address used for the order and confirm access with the verification code received by email.
Alternatively, the customer can send a written request to shop@agati.it and a communication by certified email (PEC) to agatisrl@pec.agati.it.
The request must contain:
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the number of the order for which the right of withdrawal is being exercised;
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the customer's express wish to exercise the right of withdrawal;
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a description of the items for which withdrawal is requested;
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a copy of, or reference to, the purchase document for the order.
Products must be returned within 14 days of the return request to the following address:
AGATI SRL
Viale Giostra 8
98121 Messina (ME)
Italy
Items sent without a prior withdrawal request or without return authorisation may not be accepted.
Condition of the returned product
For a voluntary return to be processed, the product must be returned in a condition suitable for resale: intact, unused, not installed, and complete with all accessories, components, manuals, original packaging and documentation received.
Agati Srl reserves the right to check the condition of the returned product before approving the refund.
Return costs for voluntary returns
For voluntary returns in exercise of the right of withdrawal, the direct cost of returning the goods is borne by the consumer.
The customer is responsible for the correct shipment of the returned product until it is delivered to Agati Srl. We therefore recommend using a tracked shipping method and informing the company.
2. Cancelling an order before shipment
The customer can request cancellation of the order before the goods are shipped through the electronic procedure available in their account/orders area:
To log in, the customer must enter the email address used for the order and confirm access with the verification code received by email.
Alternatively, the customer can contact our staff at shop@agati.it.
If the order has already been dispatched or handed to the courier, the withdrawal and return procedure for products already delivered must be followed.
3. Complaints about damaged, defective or incorrect products
The complaints procedure is separate from voluntary returns.
A complaint covers cases where the customer receives:
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a product damaged in transit;
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a defective product;
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a product different from the one ordered;
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a product that is incomplete or not as ordered.
In these cases the customer is asked to contact Agati Srl within 7 days of delivery, accepted with a signature "with reservation", at shop@agati.it, giving the order number and describing the problem.
So that our staff can assess the case, the customer must attach:
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photographs of the product received;
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photographs of all sides of the outer packaging;
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photographs of any visible damage;
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any other information useful for checking the problem.
Once the report has been received, Agati Srl will assess the case and give the customer instructions on how the complaint will be handled.
Depending on the situation, Agati Srl may offer:
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replacement of the damaged product or component;
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repair, where possible;
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collection of the damaged product and shipment of a new replacement product;
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a refund, if replacement or repair is not possible or appropriate.
For damaged, defective, incorrect or non-conforming products, Agati Srl will assess any collection under the complaints procedure described in this policy.
4. Products excluded from the right of withdrawal
Within the limits set by applicable law, products made to measure, personalised or ordered specifically on the basis of the customer's particular requests are excluded from the right of withdrawal.
If you have any doubts about a specific product, please contact us before purchasing or before starting the return procedure.
5. Replacements
A replacement can be made in two different cases:
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as the solution to a complaint about a damaged, defective, incorrect or non-conforming product;
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as a commercial request from the customer, assessed case by case according to product availability and the condition of the returned item.
For damaged, defective, incorrect or non-conforming products, Agati Srl will assess the replacement under the complaints procedure described in this policy.
If, on the other hand, the customer wishes to replace an intact product for personal reasons, they must first contact Agati Srl at shop@agati.it. The request will be assessed according to the availability of the product requested and the condition of the returned item.
6. Refunds
Agati Srl will refund payments received from the consumer using the same payment method used for the purchase, unless otherwise agreed.
If the order is cancelled before shipment, the refund will be made within 14 days of approval of the cancellation request.
For voluntary returns in exercise of the right of withdrawal, the refund may be withheld until the returned goods have been received or until the consumer has provided evidence of having sent the goods back.
Once the return has been received and checked, Agati Srl will inform the customer of the outcome of the request. If approved, the refund will be made within 14 days, in accordance with applicable law.
The refund involves no penalty for the consumer. The direct costs of returning the goods remain the responsibility of the consumer in the case of a voluntary return under the right of withdrawal.
For damaged, defective, incorrect or non-conforming products, the refund or replacement conditions will be assessed under the complaints procedure.
The actual time for the amount to be credited may vary depending on the payment method used and the processing times of the bank or payment provider.
7. Contact
For any request concerning returns, withdrawal, cancellations, complaints, replacements, refunds or problems with the goods received, you can contact Agati Srl at:
For communications by certified email (PEC):