Information on the Right of Withdrawal

RIGHT OF WITHDRAWAL AND RETURNS - Telainquadro

Pursuant to Legislative Decree 206/2005 (Consumer Code), articles 52-59, and EU Directive 2023/2673.

1) RIGHT OF WITHDRAWAL

The Consumer Customer who makes a purchase on our website has the right to withdraw from the contract, without having to provide reasons, within 14 days from the date of receipt of the order.

To exercise the right of withdrawal, use our electronic withdrawal form, available directly from the store without needing to access your account:

After submission, you will receive an automatic confirmation via email. Alternatively, you can send an explicit communication via email to supporto@telainquadro.it within the 14-day period. The product must be returned, at the Customer's expense, within the same period.

In case of withdrawal, the Customer is entitled to a full refund of the amount paid.

Conditions for return:

  • The product must be returned in its original packaging, undamaged, complete with every part and carefully packed.
  • It is advisable to use insured shipping against theft and damage.
  • Cash on delivery shipments are not accepted.
  • Return shipping costs are borne by the Customer.

Once the product is received and verified, the refund will be issued within 14 days using the same payment method chosen for the purchase.

Limitations of the right of withdrawal:

  • Returns are not accepted after 14 days from delivery.
  • The right is excluded for used or personalized items.
  • It does not apply to products that cannot be returned by nature or are made at the Customer's request (Art. 59, letter c) Directive 2011/83/EU).
  • Items on Flash Sales (on offer) cannot be returned.
  • The Customer is responsible for any decrease in the value of the product caused by improper use compared to merely checking its characteristics.

2) INSTRUCTIONS FOR EXCHANGES

If you wish to make an exchange, you have 14 days from the date of receipt of the order to request it.

Procedure:

  • Contact Customer Service via WhatsApp at 3701673890 and send an email to supporto@telainquadro.it indicating the order number and the items to be replaced.
  • You will receive a response within 48–72 hours with instructions for the exchange.
  • Prepare the package with original packaging (cardboard, bubble wrap, corner protectors) and ship via a courier of your choice with insured shipping.

⚠️ Exchanges are not made for personalized items (including paintings with gold, black, and white frames).

3) RETURN ADDRESS

To find out the correct address to send your return, contact our customer service: supporto@telainquadro.it

⚠️ Do not send the return to the address on the package you received. This could compromise the correct handling of the request.

By making a purchase on our website, you accept all the conditions listed above.

4) DEFECTIVE, WRONG, OR DAMAGED ITEMS DURING SHIPMENT

In case of a defective, wrong, or damaged product upon delivery, contact us within 48 hours of receiving the order.

How to proceed:

  • Send a message with photos via WhatsApp to 3701673890 and an email with attached photos to supporto@telainquadro.it with the order number.
  • Once viewed by our team, you will receive instructions for the return: repack the item in its original packaging (cardboard, bubble wrap, and corner protectors).

⚠️ If the product remains in your possession for more than 5 days, it will be considered used and it will not be possible to request a refund or replacement.

If the product is indeed defective or incorrect, a new item will be sent to you free of charge after the return is received, or you can request a refund by writing to supporto@telainquadro.it. Returns can only be made for non-personalized products.

5) GENERAL CONDITIONS FOR RETURNS AND EXCHANGES

  • Returns or exchanges are not accepted for personalized items and/or items with frames.
  • No refund will be issued for errors in the shipping address provided by the Customer.
  • If the package is delivered but not received, it is the Customer's responsibility to contact the courier or post office.

All returned items must: 1) be in their original packaging, 2) be accompanied by the tracking number, 3) include a reason for the return.

For items valued over €75, shipping must be trackable and insured. Exchange receipt times may vary depending on the destination.

📌 Telainquadro will not accept refund requests from customers who have not yet received their order. In such cases, it will be necessary to wait for delivery and follow the provided instructions.

6) LATE OR MISSING REFUND

If you haven't received a refund yet:

  1. Check your bank account.
  2. Contact your credit card company.
  3. Contact your bank (processing times may vary).

If after these steps the refund is still not visible, please write to us at supporto@telainquadro.it.



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