Freddy S.p.A. guarantees the Consumer, pursuant to and by effect of European Directive 1999/44/EC and Italian Legislative Decree n. 206/2005 (Consumer Law), that all products are free of design and material defects and comply with the description published on the website, for a period of 2 (two) years from the date the products are delivered to the Consumer.
The application of any and all guarantees is excluded in cases of use, repair, washing, drying, ironing or manipulation/handling of the product that do not comply with those of the product itself and/or the relative instructions/warnings provided by Freddy S.p.A., that is, those listed in the illustrative documents of reference, tags or labels.
Pursuant to art. 132 of the Consumer Code, all defects that appear within 6 (six) months from delivery of the product are assumed to have already existed on that date (unless this hypothesis is incompatible with the nature of the product or with the nature of the defect). Therefore, exclusively in these cases, the Consumer is excluded from the burden of proof of proper use of the product. In any case, Freddy S.p.A. retains the right to provide evidence to the contrary.
Under penalty of invalidation of this guarantee, the Consumer must report any defects and/or non-conformities by and no later than 2 (two) months from their discovery, sending an email to Freddy S.p.A. at [email protected], including a request containing the following information:
Description of the defect and/or the faulty elements found
The following documentation: at least 1 photograph of the product, the order confirmation sent by Freddy S.p.A. and/or the tax receipt
- Order number
- Order date
- Email address
- Product code
- Product name
All other statements that unequivocally indicate that the defect has been reported remain valid.
Once the statement and the relative documentation requested as a preliminary procedural matter have been received, Freddy S.p.A. will assess whether the defects and/or non-conformities reported by the Consumer via Freddy's Customer Service are ostensibly covered by the conformity guarantee or not, notifying the Consumer of its decision through the email address indicated in the statement sent via email, authorising or denying the return of the product(s). A copy of the return authorisation must be included in the return package.
If Freddy S.p.A. denies the request, the reasons will be listed in the response email.
Authorisation to return the item(s) shall not, in any way, constitute a recognition of defect or non-conformity. The latter will be assessed only once the item has been returned to the warehouse.
Products that have been approved for return by Freddy S.p.A. must be sent by the Consumer via the courier indicated in the return authorisation with the shipping costs to be paid for by Freddy S.p.A., or via a different means to be paid for by the Consumer.
The package must contain the item(s) being returned, with the original packaging where possible, a copy of the return authorisation, and a copy of the email sent to inform of the defect and/or irregularity.
The Consumer must ship the product(s) within 14 (fourteen) days after reporting the defect and/or non-conformity and, in any case, only after having received the authorisation of Freddy S.p.A.
If no defect is found, the item will be returned within about 30 (thirty) days from the date of return delivery, with the shipping expenses to be paid by the Consumer.
If a defect is found, Freddy S.p.A. will propose one of the following solutions to the Consumer within 10 (ten) days from having received the product (or, in any case, within a reasonable period, even if longer, in the case of complex investigations):
- Free repair;
- Free replacement;
- A price reduction;
- A full refund of the price paid, keeping the item at the warehouse.
In any case, the Consumer can choose between Freddy S.p.A. repairing or replacing the product, without additional costs applied to either option, unless the request is objectively impossible or excessively burdensome compared to the other option pursuant to the criteria established by article 130 paragraph 4 of the Consumer Code. The Consumer also retains the right to request an appropriate price reduction, or to terminate the contract should one of the conditions of article 130, paragraph 7, sections a), b) and c) of the Consumer Code apply.
Should the Consumer choose the replacement of the product or the partial reimbursement of the price paid, the shipment of the product to the Consumer will be paid for and handed by Freddy S.p.A. in a subsequent reasonable amount of time (circa ten days).
Should the Consumer choose to repair the product, subject to the intervention of the service department, Freddy S.p.A. will inform the Consumer of the outcome of the repair within the following 20 (twenty) days (or, in any case, within a reasonable period, even if longer, in the case of complex repairs and/or interventions). The return shipping to the Consumer, paid for by Freddy S.p.A., will occur within a reasonable period (circa ten days).
Should Freddy S.p.A. be obliged to reimburse the Consumer for the entire or partial amount paid for the product, the reimbursement will take place, when possible, through the same means of payment used by the Consumer when purchasing the product, or via wire transfer. In any case, said reimbursement will occur within circa 14 (fourteen days), starting from the notification of reimbursement or, if subsequent, the transmission of the Consumer’s banking details.
It will thus always be the duty of the Consumer to notify Freddy S.p.A. of the banking information to be used for the refund, sending the necessary details to [email protected].
Minor defects or non-conformities that do not qualify or are too burdensome to qualify for repair or replacement do not entitle the Consumer to the right to terminate the contract.
Direct actions to enforce non-conformities and defects not concealed by the seller with fraud shall lapse, in any case, after 26 (twenty-six) months from the delivery of the product(s).