Withdrawal and Returns

The Right of Withdrawal consists in the possibility for one of the contracting parties to unilaterally terminate a contract, extinguishing all resulting obligations, without the consent of the other party and without incurring penalties. Upon delivery, the customer cannot inspect the contents of the received package but, in case of non-conformity with the order, has the right to request a return.

The unilateral withdrawal from the contract must be communicated in writing, preferably by email, to the other party within a legally established timeframe, specifically fourteen days, as stated by Legislative Decree 206/2005, starting from the date of delivery of the product or products to be returned.

The customer has the right to withdraw from the contract without the obligation to provide reasons, within 14 days from the date of receipt of the products. No specific justification is required; simple reconsideration is sufficient pursuant to Art. 49, paragraph 1, letter h of Legislative Decree of September 6, 2005, no. 206.

The period during which withdrawal may be requested expires 14 days after the day the Customer or a third party, other than the designated carrier, takes physical possession of the goods, or takes physical possession of the last item in the case of separate shipments for a single order. The 14-day period is mandatory, and the customer must immediately inspect the received product. Even if the addressee is absent or the product is intended as a gift or for delivery on a specific date, the withdrawal period starts from the moment the item is received.

To exercise the right of withdrawal, the Customer must inform us of their decision to withdraw from this contract through an explicit declaration (for example email, letter sent by post, fax) to one of the following addresses:

Tecnosell Srl
Address: via Raffaele Testa, 31 - 80146 - Naples (Italy)
Email: info@tecnosell.com
Tel.: +39 081 19143121

The Customer may use a simple declaration, or download, complete and electronically send the “STANDARD FORM” for withdrawal, or alternatively any explicit declaration sent to: info@tecnosell.com, remembering to always include the order number.

DOWNLOAD THE STANDARD FORM

Once notification is received, we will promptly send confirmation of receipt of the withdrawal on a durable medium (for example by email). To comply with the withdrawal period, it is sufficient for the Customer to send a communication expressing their intention to withdraw before the expiration of the 14-day period.

The right of withdrawal is subject to the following conditions:

• The customer must not have purchased using a VAT number – The right of withdrawal does not apply to purchases made with a VAT number, as the purchaser is not acting as a consumer.
• The returned product must be complete with all its parts.
• The returned product and its packaging, including seals, must be intact.
• The shipping costs for the return and for any replacement product are the responsibility of the purchaser.
• Shipping is at the customer's risk until the product reaches our warehouse.
• In case of damage during transport, we will notify you promptly so you can file a claim; in such cases, the product will be returned to you at your expense and the withdrawal request will be cancelled.
• Upon arrival at our warehouse, the product will be inspected to assess any damage or tampering not caused by transport. If the product and/or its internal/external original packaging are found damaged, or if even just the external seals appear opened or damaged, we will retain 10% of the refund as compensation for the decrease in product value* and for restoration costs. Products with opened seals may be available in the “Used Deals” category.
• Once the returned item has been received, we will refund the full amount paid within 48 hours. The refund will be made using the same payment method used by the customer; if the purchase was made via cash on delivery, the customer must provide a method for the refund.

Instructions and limitations for exercising the right of withdrawal:

• The right of withdrawal may only be exercised for distance contracts or contracts negotiated away from business premises (Art. 52 Consumer Code), therefore it cannot be exercised for products picked up in-store.
• Withdrawal cannot be exercised if the original packaging or any accessories included with the product are missing, including protective films, cables, and any other components included in the original box.
• Withdrawal cannot be exercised on only part of the purchased product.
• Withdrawal cannot be exercised on sealed products that are not suitable for return for hygiene or health protection reasons and have been opened after delivery, such as certain earphones and headphones (Art. 59, letter e).
• Withdrawal cannot be exercised if the courier presents a package or envelope that is clearly opened or damaged upon delivery. In such cases, delivery must be refused.
• In case of replacement products, the customer must report any defects and/or non-conformities within 48 hours from receipt to exercise the right of withdrawal. After this period, the product may no longer be replaced but only sent for repair.
• The right of withdrawal may be exercised by the customer within 14 days of receiving the purchased goods.
• To exercise this right, you must send us an email to info@tecnosell.com indicating the order number, within 14 days from the date of receipt of the ordered goods.
• The only costs the customer must bear for withdrawal are the shipping and return costs of the goods.

Effects of Withdrawal

• If the Customer withdraws from this contract, all payments made in our favor will be refunded, excluding delivery costs and any additional charges resulting from the Customer’s choice of a delivery method different from our least expensive standard delivery option, without undue delay and in any case within 14 days from the day we are informed of the withdrawal. Once the returned product is received, we will refund the full amount paid within 48 hours.
• For all electronic products, if the returned product is found opened or shows damage not caused by transport, 10% will be deducted from the total refund to reflect the reduction in value.
• All refunds will be issued using the same payment method used for the original transaction, unless otherwise agreed. For cash-on-delivery orders, an IBAN will be required.
• Refunds may be withheld until the goods are received or until the consumer provides proof of having shipped the goods back.
• The Customer must return or deliver the goods to our headquarters within 14 days from the communication of withdrawal. The deadline is met if the goods are shipped before the period expires.
• The direct cost of returning the goods is borne by the Customer. The estimated cost for Italy is up to approximately EUR 20.00. Returned goods travel at the customer’s risk.

The right of withdrawal lapses if upon receipt:

• The device contains applications with registered accounts or active and/or locked Google accounts; the device must be returned fully unlocked.
• There is absence of the original internal/external packaging.
• There is absence of product accessories (cables, manuals, components, etc.).
• The product has damage not caused by transport, such as display damage.

Display Damage

Display damage is divided into 2 types: fractures/scratches and display defects.

1. Scratches and fractures are almost always repaired at a cost; it is extremely rare for a phone to be delivered with a fractured or scratched display. If you receive a phone with a fractured or scratched display, the defect must be reported within 24 hours. If the frame shows dents, the damage will be attributed to user negligence. The manufacturer determines whether the damage is a defect or user negligence.
2. Display defects appear after some use (incorrect colors, non-functioning screen areas, lines). They may be caused by defects or liquid ingress. Dead pixels are considered a defect only if more than three.

Use of mobile devices in non-EU countries and with non-EU SIM cards

The use of EU-sourced mobile devices in non-EU countries cannot be guaranteed. Device operation depends on manufacturer/carrier policies and may change. Samsung, for example, restricts some models to EU SIM cards only. This is not predictable and may affect devices already on the market.

Applicable Law: All sales contracts are deemed concluded in Italy and governed by Italian law. The competent court for disputes is the Court of Naples.

*The decrease in product value derives also from the mere opening or tampering with original packaging. The product must be resellable as new.

Return of a product

The right of return allows the customer to request the replacement or refund of a product that shows defects or malfunctions within 30 days from receipt. The customer must describe the defect to facilitate repair or replacement. The product will be collected at our expense, tested within 48 working hours, and if the defect is confirmed, replaced or refunded in full.

If the defect is not confirmed, the product will be sent to the manufacturer’s service network for further inspection—their assessment is final. Upon request, a copy of the service report will be provided. If the defect is not confirmed, the customer must reimburse shipping/collection costs and any inspection fees. A non-defective returned product will be considered as a withdrawal request.