Legal Notice

LEGAL NOTICE – RETURNS AND RIGHT OF WITHDRAWAL

1. Scope of application (B2B and B2C)

Sales made by CAT S.r.l. are primarily intended for professional customers (B2B).

  • B2B Customers (companies and VAT holders): the right of withdrawal under the Italian Consumer Code does not apply. Any returns will be evaluated and authorized only at the discretion of CAT S.r.l., upon written request and issuance of a Return Merchandise Authorization (RMA) number.

  • B2C Customers (private consumers): the provisions of the Italian Consumer Code (Legislative Decree 206/2005, as amended by Legislative Decree 21/2014) apply, including the right of withdrawal within 14 days, under the conditions set out below.

2. Right of withdrawal (B2C only)

  1. Consumers have the right to withdraw from the purchase contract within 14 days of delivery of the goods, or from the day on which a third party designated by the consumer (other than the carrier) acquires physical possession of the goods.

  2. To exercise the right of withdrawal, the Customer must fill in the form available in their personal area or send a written communication (e-mail, certified e-mail, registered letter with return receipt) within the legal timeframe.

  3. Upon receiving the request, CAT S.r.l. will send confirmation via e-mail with the RMA form, which must be attached to the return package.

  4. Return shipping costs are borne by the Customer, unless otherwise specified. The Customer may use the carrier proposed by CAT S.r.l. or another carrier of their choice (returns via Poste Italiane are not accepted).

3. Refund (B2C only)

  1. Refunds will be processed within 14 days of the withdrawal notification but may be withheld until the goods are received or proof of shipment is provided.

  2. The refund includes the product price and any standard delivery costs. Additional costs for faster or alternative delivery methods will not be reimbursed.

  3. Refunds will be made using the same payment method used by the Customer, unless otherwise agreed. In case of financed purchases, refunds will be handled directly by the financing company.

4. Non-eligibility of withdrawal (B2C only)

The right of withdrawal is forfeited if the following conditions are not met:

  • The product must be returned in its original packaging, complete with accessories and documentation.

  • The product must not show signs of wear, damage, or tampering.

  • The serial number must match that on the invoice.

  • The return shipment must take place within 14 days of withdrawal notification.

  • The right of withdrawal does not apply to:

    1. Computers, notebooks, software, consumables once opened.

    2. Customized or made-to-order products.

    3. Perishable goods or items subject to rapid deterioration.

    4. Services already performed with the consumer’s consent.

5. Returns and warranty (B2B)

For professional customers (companies and VAT holders):

  • The right of withdrawal does not apply.

  • Any returns must be authorized by CAT S.r.l. through issuance of an RMA number.

  • Products must be returned at the Customer’s expense, in the original packaging and in perfect condition.

  • Unauthorized returns will not be accepted and the goods will remain available to the Customer without refund.

  • Any apparent defects or non-conformities must be reported within 8 days of receipt, in accordance with art. 1495 of the Italian Civil Code; after this period, goods are deemed accepted without reservation.

  • Warranty conditions are exclusively those provided by the product manufacturers.

6. Wrong or damaged products (B2B and B2C)

  • In case of incorrect delivery, the Customer must report the issue via the dedicated online form or by contacting Customer Service.

  • In case of damaged goods or tampered packaging, the Customer must accept the goods with “subject to inspection” noted on the delivery document, specifying the nature of the damage.

  • The Customer must then notify Customer Service immediately in writing.

7. Limitation of liability

CAT S.r.l. shall not, under any circumstances, be liable for:

  • indirect damages, loss of profit, or business interruption;

  • delays or inability to deliver due to force majeure or events beyond the control of CAT S.r.l.
    Cases of willful misconduct or gross negligence remain unaffected.

8. Governing law and jurisdiction

  • The contract is governed by Italian law.

  • For B2B customers, the exclusive competent court is Palermo.

  • For B2C customers, the mandatory jurisdiction of the consumer’s place of residence or domicile applies.

  • Consumers may also access the European ODR platform for online dispute resolution: https://ec.europa.eu/consumers/odr.

9. Customer Service and dispute resolution

The CAT S.r.l. Customer Service team is available to assist Customers in managing returns, defects, or issues related to orders, in order to find rapid and satisfactory solutions in compliance with these contractual terms.

In case of disputes, Customers are encouraged to contact Customer Service first for an amicable resolution. Consumers retain the right to resort to ADR/ODR bodies or competent courts as provided by law.

10. FAQ – Returns and Withdrawal

I purchased with a VAT number and changed my mind. Can I return the product?
No. The right of withdrawal applies only to private consumers (B2C). Professional customers (B2B) cannot claim this right. Returns may only be accepted upon prior written authorization from CAT S.r.l.

I am a private consumer: how long do I have to withdraw?
You have the right to withdraw from the purchase within 14 days of delivery, following the prescribed procedure and conditions.

I received the wrong product. What should I do?
Log into your personal area and complete the “Report wrong product” form. Our Customer Service will contact you to resolve the issue.

My order arrived damaged. What should I do?
Always check the condition of the package upon delivery.
If you notice damage or tampering, sign the delivery note with “subject to inspection” and indicate the problem, then promptly contact our Customer Service.

Who pays for return shipping costs?

  • For B2C withdrawals within 14 days, return costs are borne by the Customer unless otherwise stated.

  • For B2B authorized returns, costs are always borne by the Customer.

How long does it take to receive my refund?
Refunds are processed within 14 days of withdrawal notification (for B2C) or within the timeframe agreed in case of authorized returns (for B2B). Actual crediting times depend on the payment provider.