Returns, Right of Withdrawal, Refunds and Legal Warranty

Last updated: 2026-01-13
Seller: AndRed.it – via Aldo Moro Mandello del Lario (LC) 23826 – VAT No. [04270450135] – REA/Company reg. [●]
Returns support: Email clienti@xtec.it – Certified email/PEC andrea.savarin@pec.it – Phone [+39 333 4340955]
Return form / customer area: directly from the user panel management page

1) Scope

This policy governs:

Right of withdrawal (change of mind) for Consumers (individuals purchasing for purposes outside their trade/business);
Handling of damaged deliveries / wrong items / missing items / DOA (fault on arrival);
Legal warranty of conformity (where applicable).

For business purchases (B2B), the right of withdrawal does not apply unless expressly agreed in writing.

2) Important logistics information (dropshipping)

Many items are shipped directly from our suppliers’/logistics partners’ warehouses. Therefore:

you must never ship a return to the sender address shown on the parcel or to any address found online;
returns must be authorised in advance and shipped to the return centre provided in the RMA procedure.

Unauthorised returns or returns sent to an unconfirmed address may be rejected or may not be trackable, which can delay processing.

A) Right of Withdrawal (change of mind) – Consumers

A1) Time limits

Consumers may withdraw from the contract without giving any reason within 14 days from the day the goods are delivered (or from the day the last item is delivered in case of split deliveries).

A2) How to exercise the right of withdrawal (RMA required)

Send a clear statement of withdrawal to [email] or via [return form URL], including: order number, item(s), full name, address, email, and bank details if needed for the refund.
Within 2 business days, we will provide an RMA number, instructions and the return address (and a label if applicable).
After notifying the withdrawal, you must ship the goods within 14 days. Proof of handover to the carrier is required.

A3) Return shipping costs

The direct cost of returning the goods is borne by the Consumer, unless we state otherwise (e.g., specific promotions or written approval). We strongly recommend using a tracked and insured service. The risk of loss/damage during return transit remains with the sender until the goods are received.

A4) Return conditions (to avoid deductions or refusal)

Returned goods must be:

intact and complete with all accessories, manuals, cables, freebies and promotional items (if any);
packed appropriately; original packaging should be included where available (not necessarily “perfect”, but suitable to protect the goods);
free from signs of use beyond what is necessary to establish the nature, characteristics and functioning of the goods.

The Consumer is responsible for any diminished value resulting from handling beyond what is necessary to check the goods. In such cases, we may apply a deduction proportionate to the loss of value.

Common reasons for deduction/refusal:

serial numbers not matching / tampering / missing parts;
damage due to misuse, impacts, liquids, incorrect installation;
insufficient packaging that causes damage during the return shipment.

A5) Refunds: timing and method

Refunds cover the price paid for the goods and, where applicable, the standard outbound delivery cost (not any extra costs for express delivery or add-on services).

Refunds will be issued within 14 days from the day we are informed of the withdrawal; however, we may withhold the refund until we have received the returned goods or until you have supplied evidence of having sent back the goods (whichever occurs first).

Refunds are made using the same payment method used for the original transaction, unless expressly agreed otherwise.

B) Exceptions: when the right of withdrawal does not apply

The right of withdrawal does not apply in the cases provided by law, including (non-exhaustive):

made-to-order or clearly personalised goods;
goods liable to deteriorate or expire rapidly;
sealed goods that are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery;
sealed audio/video recordings or sealed software, if unsealed after delivery.

C) Damaged delivery, wrong item, missing items, DOA (fault on arrival)

C1) Fast notification (essential for dropshipping)

To allow us to open claims with carriers/suppliers within their technical deadlines, please report:

Transit damage (crushed, wet or opened parcel) within 48 hours of delivery;
wrong item / missing parts / DOA within 5 days of delivery.

Please include:

photos of the parcel from all sides and the shipping label(s);
photos of inner packaging and the product;
a short description of the issue and the order number.

Late reports may make it impossible to obtain compensation for transit damage from carriers/suppliers. We will assess each request on a case-by-case basis in line with applicable rights.

C2) Outcome of verification

Depending on the case, we may offer replacement (same item), refund, or shipment of missing components/accessories. We may require the item to be returned for inspection under the RMA procedure.

D) Legal warranty of conformity (Consumers)

Consumers benefit from the legal warranty of conformity as provided by applicable law. Depending on the circumstances, remedies may include repair or replacement; where primary remedies are not possible or are not provided within a reasonable time, a price reduction or contract termination may apply.

Typical exclusions (subject to mandatory law):

accidental damage, misuse, unauthorised repairs or tampering;
normal wear and tear, consumables;
installation not compliant with instructions.

E) Return procedure (checklist)

Request and obtain an RMA.
Include the order copy or RMA form inside the parcel.
Pack securely (outer box + protective materials).
Ship with a tracked service and keep your receipt.

Model withdrawal form (optional)

Subject: Exercise of right of withdrawal – Order No. [●]

I, [Full name], residing at [full address], email [●], hereby notify my decision to withdraw from the contract of sale for the following goods:
Item(s): [●]
Order number: [●]
Delivery date: [●]
Date [●] — Signature (only if submitted on paper) [●]