Returns and right of withdrawal

01. In compliance with the provisions of the Consumer Code, as amended by Legislative Decree no. 21/2014, the Customer who acts as a consumer and, therefore, the natural person who acts for purposes unrelated to professional activity, has the right to withdraw from the purchase contract, without giving any reasons and without having to incur different costs from those specified in paragraph no. 3, no later than fourteen days from delivery, or from the day on which the Customer or a third party designated by the latter acquires physical possession of the purchased goods. The conditions and procedure for exercising this right will be specified in the following paragraphs.

02. The Customer who intends to exercise the right of withdrawal referred to in the previous paragraph must use the appropriate form inserted in his Personal Area in the Section dedicated to this purpose, using the following procedure: after logging in, enter the section entitled "Do you wish to avail yourself of the right of withdrawal? " and click on the button "I wish to avail myself of the right of withdrawal" located next to the order number for which you intend to return one or more products and, finally, provide your bank details. In any case, the Customer has the right to communicate by ordinary mail, registered mail, electronic mail, fax, or any other form of communication, his will to exercise the right of withdrawal, within the terms established by law. CAT SRL Customer Service will process the request and open the file in the Customer's Personal Area.

Upon receipt of the declaration of withdrawal, CAT SRL will send the Customer an e-mail confirming receipt with the return form (RMA form) attached, with an authorization number, which must be attached to the outside of the package relating to the product to be returned. To complete the withdrawal procedure, the Customer will be able to access their personal area and complete the procedure to request the collection of the goods through the trusted courier of CAT SRL. However, the Customer remains entitled to entrust the goods to another courier of his choice, with the exception of Poste Italiane. In both cases, the shipping costs for the return of the goods to CAT SRL will be charged to the customer.

Once the procedure specified above is completed, the Customer must send the goods, carefully packed in the original manufacturer's packaging, on the outside of which affix the RMA form, via the indicated courier, to the address specified in the authorized return procedure.

03. The shipment of the goods to be returned must take place no later than 14 days from the date on which the Customer communicated to CAT SRL the decision to withdraw from the purchase contract.

CAT SRL, in compliance with the provisions of art. 56 of Legislative Decree n. 21/2014, once verified compliance with the conditions referred to in paragraph 4, will refund the customer the cost of the product within 14 days of receiving the notice of withdrawal, without prejudice to the right to withhold the refund until the date of return of the product at its warehouses or until the date on which the Customer sends proof of actual shipment and delivery of the goods to the courier. CAT SRL is not required to reimburse additional costs if the Customer has chosen a type of delivery other than the least expensive type of delivery offered ("basic" shipping). The refund will be made in the same manner used by the Customer for the purchase or, if specifically requested, by bank transfer, credit card cancellation, PayPal refund or postal order (in this case, the costs will be borne by the Customer). In the case of orders for which a loan has been provided, the reimbursement will be made by Banca Sella… CREDO.

04. The right of withdrawal is subject to the following mandatory conditions:

1. the customer can exercise the right of withdrawal only and exclusively with regard to the entire product; it will not be possible to exercise withdrawal only on a part of the purchased product (eg accessories, attached software, etc ...); Once opened, it is not possible to return products:

I. computers, notebooks, software and consumables;

II. products specifically or personally created for the consumer;

III. for perishable or rapidly changing goods;

IV. for services that, before the expiry of the term for exercising the withdrawal, have already been performed with the consent of the consumer.

2. the purchased product must be returned in its original packaging, complete with all accessories and its documentation;

3. the product must be returned in perfect condition, products showing signs of damage, wear or dirt will not be accepted;

4. the returned product must bear the same serial number on the invoice, otherwise, if the serial number is different, the withdrawal will not be accepted and the product will be made available again to the Customer, without any financial refund from the part. of CAT SRL towards you;

5. in the event that the Customer decides to return the goods via a courier of his choice, the shipment for the return of the product is under the responsibility of the Customer, until the moment in which CAT SRL confirms that it has received the product. In the event that the product suffers damage during the return to the warehouses, CAT SRL will be responsible for communicating the incident to the Customer to allow him to file a complaint against the courier chosen by him and obtain a refund of the value of the goods, if this is insured; therefore, CAT SRL will make the product available to the customer, canceling the withdrawal.

6. The right of withdrawal lapses if the Customer does not return the goods to CAT SRL within 14 days from the date on which he communicated the withdrawal. The deadline is considered respected if the customer sends the goods before the expiry of the 14 days. The right of withdrawal also lapses in case of substantial defect of the returned product (lack of internal packaging and / or documentation and / or original packaging of the manufacturer; absence of integral elements and accessories of the product; damage; unsuitable state of return) and in general in case of non-compliance with the conditions referred to in paragraph no. 4. In all cases of forfeiture of the right of withdrawal, CAT SRL will return the goods to the customer who will not be entitled to any refund.

7. The timing of the actual re-credit will depend on the payment circuit used by the customer.


I purchased with a VAT number and I changed my mind about a product. Can I return it?

The Right of Withdrawal is governed by the Consumer Code and concerns only distance sales between the seller and non-professional private consumers; therefore, if you are a VAT number or a company you cannot exercise the right of withdrawal.

I have received the wrong product

No problem, choose the order for which you have encountered the problem and fill in the "Report product error" form. Our Customer Service will answer you as soon as possible.

My order arrived damaged. What can I do?

We advise you to check the conditions of the packaging and products received at the time of collection. We take the utmost care and attention in packaging and shipping packages, but some inconvenience, even beyond our control, can happen.

If the package is damaged or the closing tapes are not intact, indicate on the receipt document the message "Goods control reserve for ..." with a description of the problem.

Once this is done, write to our Customer Service indicating the problem encountered.