General terms and conditions

FOREWORD

On Elettronew you can purchase as a "guest" by providing your shipping information or you can purchase by registering on the site, creating an account and agreeing to the General Terms and Conditions. The Login Credentials can be changed by the user at any time by logging into their account.

Elettronew offers a wide choice of payment methods, which may vary depending on the country from which one buys.

The available payment methods are:

• PayPal
• Credit card
• Bank transfer
• Cash on delivery
• Pagolight
• Klarna
• Sofort by Klarna
• Giropay
• IDeal
• Carte Bancaire

For more information on the available payment methods check the Payments page.

Elettronew di Web Market srl reserves the right to change the price of the products at any time and also, if necessary, several times during the same day. It is understood that the price of the product that will be charged to the user will be the one indicated in the order summary.

Product prices for Italy and EU countries include 22% VAT and, where applicable, WEEE fee.

In the case of purchases from France, the purchase price includes 20% TVA (Elettronew di Web Market SRL has a French VAT number).

In In the case of purchases from Germany, the purchase price includes 19% MwSt (Elettronew di Web Market SRL has a German VAT number).

Shipping costs may vary depending on the delivery method and destination. They will be specifically indicated including VAT (only for Italy and EU countries) during the purchase process, before the customer is bound by the contract.

EU Countries

Prices shown for EU countries are in euros and all include VAT.

Elettronew di Web Market SRL ensures that EU countries can pay without VAT (if you have a VAT number).

In order to proceed with the payment without VAT, you must follow three steps:

1. Complete the order ONLY by bank transfer

2. Send the VAT number by e-mail to [email protected]

3. Wait for the invoice before making the transfer

Please notice: If payment is made before the invoice is sent, it will not be possible to pay without VAT.

Payment by bank transfer is the only way to get the price without VAT.

Non-EU Countries

Prices shown for non-EU countries are all excluding VAT.

If customs duties are to be paid for non-EU shipments, these will be charged as additional costs to the customer by the courier upon delivery of the parcel.

Please notice: Orders invoiced in non-EU countries must necessarily be shipped to the requesting countries. It is therefore not possible to ship goods with VAT exemption to Italy or EU and invoice to non-EU countries.

Elettronew ships to all countries listed in the Shipping section using international couriers such as DHL, GLS and Economy courier.

Delivery times may vary depending on the country to which the goods will be shipped.

Italian deliveries are made by express courier in 24/48h throughout Italy with the exception of 'disadvantaged areas' served with a lead time of 3-5 working days.

International deliveries are made with:

• Air freight (Express): Delivery in 24/48h
• Road transport (Standard): Delivery within 3/5 business days
• Postal transport (Economy): Delivery within 5/10 business days

The consumer has the right, during check-out, to choose the courier by which his order will be shipped based on the possible connections with the destination.

In the case of particularly large or heavy shipments, Elettronew, in order to maintain a high standard of service and to avoid damage to the transported goods, reserves the right to ship items on EUR-pallets or coils (in the case of cables) and, where necessary, to charge an additional surcharge on the shipping costs.

In this case, the shipment may be assigned to a third-party courier and the consumer will be notified by Elettronew's customer service via e-mail about the change of courier, the delivery time and the updated tracking.

Timing may vary depending on destination and location.

The goods will be delivered to the destination address entered by the customer at the time of purchase. The customer will receive an e-mail with the "Shipped" status of his order and the tracking-number to track the package in real time.

The delivery address cannot be changed before shipment and must correspond to the address entered at the time of ordering and thus to the address that will automatically be registered on the payment manager.

Elettronew offers customers the possibility of opting for two different safeguards:

- Conventional carrier protection for Italian and international shipments:

• For Italian shipments the liability of the carrier, ex art. 10 of Legislative Decree No. 286/2005 provides in case of lost or damaged goods a maximum refundable limit of €1.00 per kg up to a maximum of €80.00.
• For international air shipments (express courier), the carrier's liability is governed by the Montreal or Warsaw Convention, which provides for a maximum reimbursement of USD 30/kg.
• For international overland shipments (standard and economy courier), the carrier's liability is regulated in accordance with the International Convention for the Carriage of Goods by Road (CMR), which provides for 8.33 SDR (Special Drawing Rights per kilogram), which is approximately 11 USD/kg.

- Commercial protection (only effective in Italy):

Commercial insurance in the event of lost or damaged goods grants a refund of a maximum of EUR 1500 without any deductible or a second dispatch of the goods free of charge up to the limit of 1500€.

Any external damage to the packaging caused by transport must be immediately reported and contested to the courier by noting "goods received unchecked" on the delivery receipt, and at the same time contacting Elettronew's customer service on the Contact us page or at the e-mail address [email protected], within a maximum of 8 calendar days from receipt of the product with a photo/video of the packaging and the goods inside and an accurate photo/video of the damage.

Any type of complaint in relation to hidden damage on delivery shall be communicated within a maximum of 8 calendar days after receipt of the product. All complaints received after this deadline will not be taken into consideration.

In any case, Elettronew di Web Market s.r.l. is not liable for any damage or loss occurring during transport.

All orders are subject to product availability. Availability is constantly updated to ensure maximum reliability, but is not synchronised in real time and it is therefore possible that some products may not have immediate availability in stock at the time of order.

In the event that one or more products are missing, we ensure to receive them from our warehouses within 48 -72 hours from the time of the order and ensure shipment as soon as the order is complete (Max 72 hours). In the rare case of longer lead times, Elettronew will take care of informing the customer and it will be up to the customer to decide to accept the conditions or not. In the event that the product is not available in our warehouse, Elettronew will inform the customer and, if possible, will proceed to order products directly from the manufacturer. If the product proves to be unavailable, Elettronew shall propose a similar product to the customer that may be a substitute for the product initially requested by the customer. It shall be the customer's right to decide to accept the replacement product or refuse it.

The description of the products offered on the site is that which the suppliers have delivered to Elettronew di Web Market s.r.l., via a printed catalogue or via their official sites.

Images and colours of the products published on the site are purely indicative and may differ from the real ones due to the local settings of the systems and/or tools used (e.g. Monitor device used) for their display. Elettronew shall not be held liable for the mismatch between the product ordered and the product description on the site, in the event that the mismatch results from errors in the description attributable to the manufacturer and of which our company is not and cannot be aware.

In the event of purchasing a product that is out of stock for the reasons listed above, Elettronew reserves the right to cancel the order. Elettronew’s customer service will contact the customer by email or telephone to explain the reasons for the cancellation. In this case, Elettronew will propose, before proceeding with the refund, a similar product that can be substituted for the one originally purchased. This replacement must be expressly accepted by the customer via e-mail. In the event of approval by the customer, the price shall be adjusted according to the price of the replacement product accepted by the customer. A refund of the difference or payment of the additional amount will then be made by the customer, depending on the case. In the event of non-acceptance of the replacement product, a refund may be made using the payment method previously used by the customer to conclude the purchase. In the case of payment made by bank transfer, the customer shall provide Elettronew with the data necessary for the refund to take place.

The order can also be cancelled at the explicit request of the customer via a special form on the Contact us page or by sending an email to [email protected]. However, cancellation cannot be assured in the following cases:

• 60 minutes have elapsed since the order was made
• The order has the status '13 - Scheduled pick-up’ as the package has been packed, labelled and loaded into the courier truck awaiting departure
• The order contains already cut cables or any type of customised product*

*Please notice: Orders that include cables to be cut cannot be canceled 15 minutes after the order is placed, as the cable will have already been cut.

For all orders that are cancelled after dispatch or that do not meet the specified conditions, the customer may still request cancellation but will have to pay any return shipping costs.

Pursuant to the provisions of Article 52 of the Consumer Code (Legislative Decree 206/2005), the consumer (i.e. a natural person who purchases goods for purposes not related to his or her professional activity), has the right to withdraw from the purchase contract for any reason whatsoever, without the need to provide explanations and without penalty.
The right of withdrawal applies to the purchased product in its entirety.
The purchased goods must be intact and returned in their original packaging, complete in all their parts (including any documentation and accessory equipment: manuals, cables, etc.).
To exercise this right, the Customer must send Elettronew di Web Market s.r.l. a communication by e-mail to [email protected] within 14 calendar days from the date of receipt of the goods.
Once the return request has been accepted, Elettronew will provide the return shipping address and an RDA code to be affixed inside and outside the package(s) where the goods to be returned will be placed, without compromising the original product packaging.
From the moment of receipt of the RDA code, the customer has 30 days to deliver the product(s) to our premises exclusively by courier at his or her own expense, Beyond these days the request will be cancelled.
Once the returned goods have arrived at our premises, they will be thoroughly checked to ensure that there are no inconsistencies or defects.
The time for issuing the voucher/refund is a maximum of 7 business days from receipt of the goods in our warehouse with the same method of payment used at the time of purchase. Shipment, until the certificate of receipt in our warehouse, is under the full responsibility of the Customer.
Shipment, until the certificate of receipt in our warehouse, is under the full responsibility of the Customer. In the event of damage to the goods during transport, Elettronew di Web Market s.r.l. will inform the Customer of what has happened so that he can file a timely complaint against the carrier chosen by him or her.
In this case, the product/s will be returned, with shipping costs charged to the Customer, at the same time as the cancellation request is cancelled.

Elettronew di Web Market s.r.l shall not be liable in any way for damage to or theft/loss of goods returned by customers.

The right of withdrawal is totally forfeited due to the lack of the essential integrity of the goods (packaging and/or its content), in cases where Elettronew di Web Market s.r.l ascertains: the lack of the original external/internal packaging; the absence of integral elements of the product (accessories, cables, manuals, parts,...); the damage of the product/s due to causes other than its transport or due to the exceeding of the time limits provided for by law for causes not attributable to Elettronew di Web Market s.r.l.

In the event of forfeiture of the right of withdrawal, Elettronew di Web Market s.r.l will return the purchased goods to the sender, charging the sender for the shipping costs.

PLEASE NOTICE - It is not possible to exercise the right of withdrawal on:

• Products ordered from the manufacturer expressly requested by customer
• Products subject to installation, already installed by the customer (e.g. air conditioners, water heaters, boilers, motors or gate automation parts, inverters, etc.)
• Customised products on customer request (e.g. pre-cut cables)
• Part of the purchased product (e.g.: accessories, software)
• Sealed audiovisual products or computer software (including those attached to hardware), once opened

These procedures are valid for orders sent throughout the EU.

For orders sent to the USA, the consumer may only make use of the right of withdrawal in two cases:

• Faulty received good
• Goods not compliant with the contract of sale

For all returns of orders shipped within the EU, Elettronew offers a courier service.
This service is optional and can be requested on the 'Return Instructions' page or at [email protected].
Elettronew will send an estimate with details of return shipping costs based on the weight of the returned product(s).
You can pay by bank transfer, card or PayPal.

Elettronew shall be liable to the consumer Customer (natural person who, in entering into the contract, has acted for purposes unrelated to any entrepreneurial or professional activity carried out) for any conformity defect existing at the time of delivery of the goods (Articles 128-135 of Legislative Decree No. 206 of 06/09/2005). The legal warranty in favour of the consumer covers non-conformities existing at the time of delivery of the goods and manifested within two years from the delivery of the goods. The non-conformity must be notified, under penalty of forfeiture, within two months from the date on which the consumer discovered the defect. The action against the seller shall in any event be time-barred within twenty-four months from delivery of the goods.
This warranty is reduced to one year in the case of purchase by a self-employed person, company or any type of entrepreneurial or professional activity with VAT registration number including condominiums with tax code.

It is specified that a conformity defect is to be considered as established in the event that a product does not meet the performance promises made by the seller. A conformity defect is obviously not to be considered in the event that the malfunctioning of the product occurs as a result of damage or incorrect installation of the latter by the customer.

The warranty does not apply, for example, in the event of negligence, carelessness in the use and maintenance of the product, connection of the product to electrical or any other non-standard installations. Liability for the loss of or damage to all or part of the goods, for causes not attributable to the seller, shall pass to the consumer only at the time when the latter, or a third party designated by him and other than the carrier, takes physical possession of the goods.

In the event of a conformity defect, the consumer has the right to have the product restored free of charge, bearing only the cost of transporting it to Elettronew's warehouses, which will be specified by email. The restoration will guarantee the customer the conformity of the goods by means of repair, replacement. In case neither of the two previous solutions is possible, the contract will be terminated, according to the provisions of Article 130 of Legislative Decree no. 206/2005.

Here are the steps for notifying a non-conformity/warranty defect:

• Within 60 days from discovery of the defect and in any case within the maximum term of twelve/twenty-four months from receipt of the goods, the Customer must contact Elettronew to notify the warranty claim on the Contact us page or by email at [email protected] cwith an accurate description of the conformity defect, photos and videos supporting the state and installation of the product. For products subject to installation (e.g. gate kits, gas boilers, home automation, intercom systems, video surveillance) we require the installer's invoice with the installation report
• Having ascertained that all the conditions for a return for the non-conformity are met, the customer sends the package containing the item concerned with the instructions given to the consumer during the warranty claim phase
• The customer must prepare the product, packing it carefully in its original packaging (including the internal protections), avoiding damaging it with adhesive labels or anything else, complete with all the accessories and what it originally contained, and send the product at his or her own expense to our warehouse according to the instructions communicated during the warranty phase
• Depending on the case, type of defect and product, Elettronew will replace or repair the same. The timeframe for repair or replacement of the product varies from product to product, which could be 1-3 working days in the case of replacement or 30 working days or more in the case of service centre repair
• If neither of the above solutions is possible, the order will be refunded by means of a voucher on our website or the same payment method used

Please notice: Some articles on the Elettronew Online-Shop require compulsory certified installation carried out by qualified installers (e.g. air conditioners, which must be installed by "F-Gas" certified technicians; solar inverters, boilers, gas heaters, which always require certified installation). If this condition is not met, all warranties on purchased items are void.

The Ariston, Baxi, Beretta Clima, Hermann, Savio, Vaillant, Atlantic, Bosch, Ariston, Chaffoteaux and Ferroli products available on Elettronew are certified for installation exclusively in Italy. The products of the listed brands are therefore not certified according to local national directives of other countries. The customer who purchases them outside the Italian territory assumes responsibility for their conformity and operation. Therefore, Elettronew and the brands already mentioned do not guarantee the conformity of this set of products for installation outside the Italian territory and the warranty is totally void.

In the event of a non-conformity of an air conditioner, all the procedures described above are valid and necessary. In addition, you are required to send, via the contact channels recognised by Elettronew:

• Installation document by an air conditioning technician
• Certificate in Air Conditioning and Refrigeration of your technician
• Installation invoice
• Commissioning document
• Pictures and video of both indoor and outdoor unit
• Size of the room where the indoor unit is installed

If the case reflects all the criteria for warranty, Elettronew will propose several solutions:

• Locating the problem by sending spare parts
• Request for an estimate for on-site product repair with the installer chosen by the consumer. Elettronew reserves the right to accept or reject the repair estimate
• The customer shall prepare the product, packing it carefully in its original packaging (including the internal protections), avoiding damaging it with adhesive labels or other, complete with all the accessories and what it originally contained, and send the product at his own expense to our warehouse according to the instructions communicated during the warranty phase. Elettronew will repair it. The repair timeframe is from 30 business days
• If the product is discontinued, Elettronew will offer the customer a replacement air conditioner of equal performance or a voucher on our site or refund on the same payment method used at the time of purchase

Elettronew endeavours to carry out all of the above in the shortest possible time, trying to cause the customer the least inconvenience

The customer may contact the following addresses for assistance:

• Livechat (bottom right of our website)
• Tel: +39 0815405273
• WhatsApp: +39 0815405273
• Email: [email protected]
• Contact us page
• Pagine Social - Facebook e Instagram

For assistance with complaints, right of withdrawal, and requests for quotations, please send an e-mail to [email protected]

All our real-time support channels (Livechat, Whatsapp and telephone) are active from Monday to Friday from 8.30 a.m. to 6.30 p.m. and on Saturdays from 8.30 a.m. to 12.30 p.m.

Any type of complaint must be communicated within a maximum of 8 calendar days from receipt of the product.
All objections received after this deadline will not be considered.

Elettronew di Web Market SRL regularly issues invoices to its customers. The invoice can be requested by customers exclusively at the checkout page on Elettronew.com, by ticking the box "Do you need an invoice?". The customer on the aforementioned page will be provided with all the necessary fields to be able to enter their invoice data correctly. All eventual invoice requests subsequent to the order confirmation will be evaluated only if it will be possible to issue them without incurring fiscal problems.

You will be able to find the tax document either by email or within your account on Elettronew in the order history section.

Invoicing in Italy

Elettronew di Web Market SRL guarantees for Italian invoices invoicing in electronic format as provided for by the 2018 Budget Law (No. 205 of 2017, paragraphs 909 -928), which from 1 January 2019 introduces electronic invoicing in relations between private individuals. You will receive a document without fiscal validity that will be transmitted later to the interchange system. The electronic tax document will be sent within 14 business days to the channels indicated by the buyer (via PEC, or SDI code).

In order not to slow down the billing process, please specify in the checkout:

• The VAT number and unique code and/or pec, in the case of a company
• The tax code, in the case of private individuals

It is possible for each customer to request an invoice without VAT in Reverse Charge or Split Payment. For more information on how to proceed, visit the section - Tax Breaks Italy.

Invoicing EU Countries

Elettronew di Web Market SRL guarantees the sending of the invoice within 7 business days from the request. If you have a VAT number, you can request an invoice without VAT for intra-community transactions before proceeding with payment. For more information on how to proceed, visit the section - Tax Breaks.

Invoicing non-EU Countries

Elettronew di Web Market SRL Elettronew di Web Market SRL reserves the right to enclose the tax-free invoice and the necessary customs documentation with the parcel.

The order form will be stored in the SERVERPLAN server (link) for the time necessary for its execution and, in any case, within the terms of the law. The user may access the order form and/or the data relating to it through his personal account.

This document describes the management procedures of the website www.elettronew.com with reference to the processing of personal data of the users who consult it. The general information is provided pursuant to art. 13 of Legislative Decree no. 196/2003 "Personal Data Protection Code" to all those who connect to the Elettronew website di Web Market srl by accessing its web services electronically. The information is provided for the specific Web Site and not also for other Web Sites that may be consulted by the user through links. The information is also based on Recommendation No. 2/2001, adopted by the European Data Protection Authorities to identify certain minimum requirements for the collection of personal data online, and, in particular, the methods, timing and nature of the information that data controllers must provide to users when they connect to web pages, regardless of the purpose of the connection. With regard to Directive 2009/136/EC, which introduced new rules on cookies, see the specific information "Cookies policy of the site www.elettronew.com". Purposes of processing. The data provided by users will be processed for the purposes indicated below:

• Purposes strictly related to and/or necessary for the satisfaction of requests made by the customer within the ‘Buy online" service;
• Purposes connected with obligations laid down in laws, regulations and EU legislation, as well as provisions issued by authorities empowered to do so by law or by supervisory and control bodies;
• Sending newsletters and promotional material concerning the services offered by Elettronew.com;
• Market research; economic and statistical analysis by Elettronew.com.

Modalities

Personal data is processed by means of computerised and telematic tools with logic strictly related to the purposes indicated and, in any case, in such a way as to guarantee the security and confidentiality of the data. The processing may be carried out on behalf of Elettronew.com, with the same methods and criteria mentioned above, by third parties who provide data processing services or carry out activities that are complementary to or necessary for the performance of the services and operations requested by the user. These third parties will be appointed from time to time as data processors on behalf of Elettronew.com.

Cookies are used on our website to provide users with a better service and experience. This document describes the categories of cookies we use, their purpose and how to change your preferences.
What are cookies?
Cookies are small data files stored by your browser on your computer's hard drive. Each time a user returns to our website, the browser sends this data back to us so that we can offer them a personalised experience that reflects their interests and preferences and facilitates access to our services.
What cookies do we use?
The cookies we use enable us to recognise returning users and their details so that they do not have to enter the same information again and again. They also allow us to analyse the traffic patterns of users visiting our website in order to improve its usability.

Here are some types of cookies used on our website:

Technical cookies
Technical cookies may be used to enable users to take advantage of the services requested through our website. Without these cookies, it would not be possible to provide the services requested. For example, technical cookies may be used to:

• Managing and remembering items added to the shopping cart on the Elettronew Online Shop;
• Allowing users to access secure areas of our website without having to continually log in;
• Remember any actions performed by the user (e.g. completion of a form) when returning to the previous page of a session.

Analytics cookies
Analytical cookies may be used to obtain information about the use of the website. These cookies also allow us to obtain detailed technical information such as the last page visited, the number of pages visited, which parts of the website are clicked on by users and the time elapsed between clicks. This information may be associated with user details such as IP address, domain or browser; however, it is analysed together with other people's information so as not to identify one particular user to another.

Third-party cookies
When a user uses our website, it is possible that some cookies not controlled by the company Elettronew di Web Market s.r.l. are stored. This happens, for example, if the user visits a page that contains content from a third-party website. As a result, the user will receive cookies from these third-party services. Cookies do not contain any personal information unless the user is logged in to the account. For example, third-party cookies could originate from YouTube, Facebook or Twitter. Elettronew does not control the storage of or access to these cookies. For more information on the use of cookies by third parties, please refer to the privacy and cookie policy of the services in question.

How to change cookie settings
Most browsers allow you to delete cookies from your computer's hard drive, block acceptance of cookies or receive a warning before a cookie is stored.

For the resolution of any civil disputes arising from the interpretation, execution and termination of this distance sales contract, if the Customer is a consumer (i.e. a natural person who purchases the products not for purposes related to his or her professional activity), the mandatory territorial jurisdiction is of the judge of the place of residence or domicile of the consumer, if located in Italy (Art. 63 Legislative Decree 205/2006 Lgs. 205/2006).

Pursuant to Article 14 of Regulation 524/2013, users are informed that in the event of a dispute they may lodge a complaint via the European Union's ODR platform, which can be found at the following link http://ec.europa.eu/consumers/odr/. The ODR platform constitutes an access point for users wishing to resolve disputes arising from online sales or service contracts out of court. For more information, please contact: [email protected].

According to Article 49(1)(V) of Legislative Decree No 206 of 6 September 2005 (Consumer Code), the customer may avail himself of the Joint Conciliation Procedure. The Procedure may be initiated if the consumer, after submitting a complaint to the company, has not received a reply within 45 days, or has received a reply that is not satisfactory to him. The customer who decides to avail himself of the Joint Conciliation Procedure is obliged to send his request to: [email protected] or fax number 02/87181126. For further information please refer to: https://www.consorzionetcomm.it/spazio-consumatori/segnalazioni/conciliazione-paritetica/.