Terms and conditions
Effective 1 January 2023
The following General Terms and Conditions of Sale govern the offer and sale of products on this website www.cresia.it (site).
The products purchased on the website are offered and sold by Svevia s.r.l., with registered office in Altamura (BA), via Gorizia no. 8 (VAT no. IT04985750720), share capital of Euro 100,000.00 i.v., PEC: svevia@pec.it.
1. Scope of application
1.1 The sale of products through the Site (Products) constitutes a distance contract governed by Chapter I, Title III (Articles 45 et seq.) of Legislative Decree No. 206 of 6 September 2005 (Consumer Code) and by Legislative Decree No. 70 of 9 April 2003, containing the discipline of electronic commerce.
1.2 The General Conditions of Sale may be amended at any time. Any amendments and/or new conditions will be in force from the moment of their publication on the Site. For this reason, users are invited to regularly access the Site and consult the most up-to-date version of the General Terms and Conditions of Sale before making any purchase. The applicable General Terms and Conditions of Sale are those in force on the date the purchase order is sent.
1.3 These General Terms and Conditions of Sale do not regulate the sale of products and/or the provision of services by parties other than Svevia s.r.l. that are present on the Site through links, banners or other hypertext links. Before carrying out commercial transactions with such subjects it is necessary to check their terms and conditions of sale. Svevia s.r.l. is not responsible for the supply of services and/or the sale of products by such subjects. Svevia s.r.l. has no control and/or monitoring over the websites that can be consulted through such links. Svevia s.r.l. is therefore not responsible for the contents of such sites nor for any errors and/or omissions and/or violations of law on their part.
2. Purchases on the Site
2.1 Access to sales via the Site is reserved exclusively for users who are 18 years of age or older.
2.2 Access to offers on the Site is permitted both to users who are consumers and to users who are professionals. Pursuant to Article 3, paragraph I, lett. a) of the Consumer Code it is recalled that the quality of consumer is the natural person who, in relation to the purchase of the Products, is acting for purposes unrelated to any commercial, handicraft, entrepreneurial or professional activity carried out; while pursuant to Article 3, paragraph I, lett. c) of the Consumer Code, the quality of professional is the natural person or legal entity acting in the exercise of its entrepreneurial, commercial, handicraft or professional activity, or its intermediary.
2.3 Under no circumstances may resellers or wholesalers or, in general, any persons who intend to purchase Products for the purpose of subsequent resale, make purchases on the Site.
It is therefore forbidden for such subjects to register on the Site and make purchases on the Site.
2.4 Svevia s.r.l. reserves the right to refuse or cancel orders that come from (i) a user with whom it has an ongoing legal dispute; (ii) a user who has previously breached these General Terms of Sale and/or the terms and/or conditions of a purchase contract with Svevia s.r.l. Benefit Society; (iii) by a user who has been involved in fraud of any kind and, in particular, in credit card payment fraud; (iv) by users who have provided false, incomplete or in any case inaccurate identification data or who have not sent Svevia s.r.l. the documents requested by Svevia s.r.l. in due time in accordance with these General Terms of Sale or who have sent it invalid documents; (v) by users who do not provide sufficient guarantees of solvency.
3. Registration on the Site
3.1 The purchase of Products on the Site is permitted both to registered users and to users who are not registered to the Site. Registration to the Site is free of charge. To register on the Site, the user must fill in the registration form accessible from the ‘Login’ link present on any page of the Site.
3.2 Registration credentials are to be used exclusively by the user and may not be passed on to third parties. The user undertakes to keep them secret and to ensure that no one has access to them, and to inform Svevia s.r.l. Benefit Society, contacting it as stated in article 14, in the event of suspected misuse and/or disclosure of the same. The user guarantees that the personal information provided during the registration procedure on the Website is complete and truthful. The user accepts to hold Svevia s.r.l. harmless from any damage, indemnity obligation and/or sanction deriving from and/or in any way connected to the violation by the user of the rules on registration to the Website or on the preservation of registration credentials.
4. Information directed to the conclusion of the contract
4.1 In accordance with the Italian Legislative Decree no. 70 of 9th April 2003, containing provisions on electronic commerce, Svevia s.r.l. informs the user that: in order to conclude the contract for the purchase of one or more Products on the Website, the user will have to fill in an order form in electronic format and send it to Svevia s.r.l. Società Benefit, electronically, following the instructions that will appear from time to time on the Website and that will accompany the different phases of the purchase; the contract is concluded when the order form reaches the server of Svevia s.r.l. Benefit Society; once the order form has been registered and the confirmation of the authorisation of payment of the total amount due has been received, Svevia s.r.l. will send the user, via e-mail to the indicated e-mail address, the confirmation of the order, containing a summary of the General Terms of Sale and of the particular conditions applicable to the contract, information regarding the characteristics of the Product purchased, a detailed indication of the price, of the means of payment used, of the delivery and invoicing details, of the delivery costs and of any additional costs as well as the contact details of the Customer Service, to which the user can turn for assistance and/or to lodge complaints. It is recommended to keep the e-mail received as proof of purchaseThe General Terms and Conditions of Sale applicable to the order, as well as the standard instructions on withdrawal and the standard withdrawal form as per Art. 10 will be attached to the e-mail confirming dispatch of the product purchased. The order form will be stored in the database of Svevia s.r.l. for the time necessary to process the order and, in any case, within the terms of the law. To access your order form you will be able to consult your account.
5. Validity of Offers and Prices
5.1 All prices of the Products are expressed in Euros (€) and are inclusive of Value Added Tax (‘VAT’). Any additional cost, including VAT and expressed in Euro (€), will be expressly and separately indicated in the order form, before the user proceeds to transmit it, as well as on the order confirmation e-mail.
5.2 The price of the Products may be changed by Svevia s.r.l. at any time, without prior notice, it being understood that the price charged to the user will be the one published on the information sheet illustrating the main features of the Product (Product Sheet) at the time the order is sent. Any variations (upwards or downwards) in price following the transmission of the order shall not be taken into account.
5.3 Products may be offered for sale on the Site at discounted prices. The full price indicated on the Site (Barred Price) and against which the discount that Svevia s.r.l. applies is calculated corresponds to the list price published on the Site. Users are reminded that the Strikethrough Prices may provide an indication of the value of the Product, but that in some physical shops the actual price of the same may be different.
5.4 On the Site it is possible for certain categories of products to request customisation by means of the indelible affixing of their own identification and according to the methods indicated, including, for example, the graphics available. It is not possible to request customisations other than those provided for by the Site.
6. Purchase orders – Product information
6.1 Svevia s.r.l. will execute the purchase order, and therefore dispatch the Product purchased, only after receiving confirmation of authorisation to pay the total amount due, consisting of the purchase price, delivery charges, if applied, and any other additional cost, as indicated in the order form (Total Amount Due). In the event that the Total Due Amount is not paid, or the successful payment is not confirmed, the purchase agreement shall be deemed to be rescinded pursuant to and for the purposes of Article 1456 of the Italian Civil Code. Of such termination and the consequent cancellation of the order, the user will be notified immediately after the order has been transmitted, through the Site.
6.2 The Products will remain the property of Svevia s.r.l. until payment by the user of the Total Amount Due. The risk of loss or damage of the Products, for causes not attributable to Svevia s.r.l. Benefit Company, on the other hand, will be transferred to the user when the user, or a third party designated by the same and other than the carrier, takes physical possession of the Products.
6.3 Each Product is accompanied by a Product Sheet. The images and descriptions on the Site reproduce as faithfully as possible the characteristics of the Products. The colours of the Products, however, may differ from the real ones due to the settings of the computer systems or computers used by the users to view them. Furthermore, the Product images in the Product Sheet may differ in size or in relation to any accessory products. These images must therefore be understood as indicative and within the tolerances of use. For the purposes of the purchase contract, the description of the Product contained in the order form sent to the user shall prevail.
7. Availability of Products
7.1 The Products offered on the Site are limited in number. It may therefore happen, also due to the possibility that several users purchase the same Product at the same time, that the Product ordered is no longer available after the transmission of the purchase order.
7.2 In any case of unavailability of the Product ordered, without prejudice to the rights attributed to the user by law, and, in particular, by Chapter XIV of Title II of Book IV of the Italian Civil Code, the user shall be promptly informed by e-mail. The user shall, therefore, be entitled to terminate the contract immediately, without prejudice to the right to compensation for damages, pursuant to and for the purposes of Article 61, paragraphs IV and V, of the Consumer Code. In the event that the user avails himself of the right of termination pursuant to Art. 61IV and V paragraphs, of the Consumer Code. In the event that the user avails himself of the right of termination set forth in article 61, paragraphs IV and V, of the Consumer Code, in relation to the Product(s) that have become unavailable or in any case in which payment of the Total Amount Due has already taken place, Svevia s.r.l. Benefit Company, without prejudice to the user’s right to compensation for damages, will refund the amount due in relation to such Product(s), including delivery charges, calculated as indicated in Article 8.3 below, and any other additional charges due specifically in relation to such Product(s) (Partial Amount Due) without undue delay and, in any case, within a maximum period of 15 working days from the sending of the order. The amount of the refund shall be communicated to you by e-mail. This amount shall be credited to the same means of payment used by the user for the purchase. Any delays in crediting may depend on the bank, the type of credit card or the payment solution used. In any case, the value date shall be the same as the debit date. The termination of the entire Multiple Order shall only be possible in the case of clear and proven ancillary nature of the Multiple Order Goods that have become unavailable with respect to the other available Multiple Order Goods.
8. Delivery of purchased Products
8.1 Deliveries of purchased Products are made worldwide, by standard and express service. Any possible delivery limitations will be indicated on the Site from time to time.
8.2 Delivery is free of charge for orders exceeding Euro 150.00 in Italy and Euro 300.00 in Europe, unless otherwise specified on the Site. If due, the amount of the delivery costs owed by the user in relation to a specific order shall be expressly and separately indicated (in Euro and inclusive of VAT) during the purchase process, in the order summary and, in any case, before the user proceeds to transmit the order. In the event that a specific delivery term is not indicated, it shall, in any case, take place within thirty days from the date of conclusion of the contract.
8.3 In the event of partial withdrawal from Multiple Orders, the amount of the delivery costs to be reimbursed to the user shall be quantified in proportion to the value of the Product subject to withdrawal.
8.4 The delivery obligation is fulfilled by transferring the material availability or otherwise the control of the Products to the user. It is up to the user to check the condition of the Product(s) delivered to him/her. It being understood that the risk of loss or damage of the Products, for causes not attributable to Svevia s.r.l. is transferred to the user when the user, or a third party designated by the same and different from the carrier, materially takes possession of the Product, we recommend the user to check the number of Products received and that the packaging is intact, not damaged, not wet or in any case altered, even in the closing materials and we invite the user, in his interest, to indicate on the transport document of the carrier, any anomalies, accepting the package with reserve. Receipt without reservation of the Products does not allow the user to take legal action against the carrier in the event of loss of or damage to the Products, except in the event that the loss or damage is due to wilful misconduct or gross negligence on the part of the carrier itself and except for partial loss or damage that is not recognisable at the time of delivery, provided that in the latter case, the damage is reported as soon as it is known and no later than eight days after receiptIn the event that the package shows obvious signs of tampering or alteration, the user is also advised to promptly notify Customer Service. This is without prejudice, in any case, to the application of the rules on the right of withdrawal and the legal guarantee of conformity. The courier will make two delivery attempts, after which he will send the Products back to Svevia s.r.l. Benefit Society, who will refund the money to the customer. At the time of delivery nothing is due to the courier.
8.5 The provisions of art. 61 of the Consumer Code apply in the event that the Product purchased is not delivered or is delivered late with respect to the delivery terms indicated during the purchase process and in the order confirmation.
9. Methods of Payment
9.1 Payment for the Products can be made by PayPal payment solution and by bank transfer. In the event that one of these means/payment solutions cannot be used in relation to a specific Product, this will be clearly indicated on the Site, at the latest at the beginning of the purchase procedure.
9.2 The commercial invoice will be sent by email. The invoice will be issued on the basis of the information provided by the user, which the latter declares and guarantees to be true, and undertakes to hold Svevia s.r.l. harmless and indemnified from any damage, including penalties issued by the competent authorities, that may be caused to the same in the event of a lack of truthfulness of the same.
9.3 Payment by PayPal payment solution.
9.3.1 Payment for the Products purchased on the Website can be made through the PayPal payment solution. If the user chooses PayPal as a means of payment, he/she will be redirected to the site www.paypal.it where he/she will make payment for the Products according to the procedure provided for and regulated by PayPal and to the terms and conditions agreed between the user and PayPal. The data entered on the PayPal site will be processed directly by PayPal and will not be transmitted or shared with Svevia s.r.l. Benefit Society. Therefore, the latter is not able to know and does not store in any way the data of the credit card linked to the user’s PayPal account or the data of any other payment instrument connected to such account.
9.3.2 In the event of payment through PayPal, the Total Amount Due shall be debited by PayPal to the user at the same time as the contract is concluded through the Site. In the event of termination of the purchase contract and in any other case of reimbursement, for any reason whatsoever, the amount of the reimbursement due to the user shall be credited to the user’s PayPal account. The timing of the crediting to the payment instrument linked to such account depends exclusively on PayPal and the banking system. Once the crediting order has been placed in favour of such account, Svevia s.r.l. cannot be held liable for any delays or omissions in crediting the user with the reimbursement amount, to dispute which the user must contact PayPal directly.
9. Methods of Payment
9.1 Payment for the Products can be made by PayPal payment solution and by bank transfer. In the event that one of these means/payment solutions cannot be used in relation to a specific Product, this will be clearly indicated on the Site, at the latest at the beginning of the purchase procedure.
9.2 The commercial invoice will be sent by email. The invoice will be issued on the basis of the information provided by the user, which the latter declares and guarantees to be true, and undertakes to hold Svevia s.r.l. harmless and indemnified from any damage, including penalties issued by the competent authorities, that may be caused to the same in the event of a lack of truthfulness of the same.
9.3 Payment by PayPal payment solution.
9.3.1 Payment for the Products purchased on the Website can be made through the PayPal payment solution. If the user chooses PayPal as a means of payment, he/she will be redirected to the site www.paypal.it where he/she will make payment for the Products according to the procedure provided for and regulated by PayPal and to the terms and conditions agreed between the user and PayPal. The data entered on the PayPal site will be processed directly by PayPal and will not be transmitted or shared with Svevia s.r.l. Benefit Society. Therefore, the latter is not able to know and does not store in any way the data of the credit card linked to the user’s PayPal account or the data of any other payment instrument connected to such account.
9.3.2 In the event of payment through PayPal, the Total Amount Due shall be debited by PayPal to the user at the same time as the contract is concluded through the Site. In the event of termination of the purchase contract and in any other case of reimbursement, for any reason whatsoever, the amount of the reimbursement due to the user shall be credited to the user’s PayPal account. The timing of the crediting to the payment instrument linked to such account depends exclusively on PayPal and the banking system. Once the crediting order has been placed in favour of such account, Svevia s.r.l. cannot be held liable for any delays or omissions in crediting the user with the reimbursement amount, to dispute which the user must contact PayPal directly.
10. Right of Withdrawal
10.1 Users who qualify as consumers have the right to withdraw from the contract concluded with Svevia s.r.l. Società Benefit without incurring any costs other than those specified in this article and without needing to provide a reason, within fourteen (14) calendar days (Withdrawal Period). The Withdrawal Period expires after 14 days: a) in the case of an order for a single Product, from the day the user or a third party, other than the carrier and designated by the user, acquires physical possession of the Product; b) in the case of a Multiple Order with separate deliveries, from the day the user or a third party, other than the carrier and designated by the user, acquires physical possession of the last Product; or c) in the case of an order for the delivery of a Product consisting of lots or multiple pieces, from the day the user or a third party, other than the carrier and designated by the user, acquires physical possession of the last lot or piece.
10.2 To exercise the right of withdrawal, the user must inform Svevia s.r.l. of their decision to withdraw before the end of the Withdrawal Period.
10.3 To do so, the user can use the standard withdrawal form (Standard Withdrawal Form) provided in the Contact Us section of the Website via a specific link, prior to concluding the contract. Since the burden of proof regarding the exercise of the right of withdrawal before the Withdrawal Period expires lies with the user, it is in the user’s interest to use a durable medium when communicating their withdrawal to Svevia s.r.l.
10.4 For the return of the Product, after exercising the right of withdrawal as specified in this article, the user will be contacted by Svevia s.r.l.’s Customer Service, which will provide instructions for returning the Product, including the designated carrier and the agreed pickup date. The direct costs of returning the Product are covered by Svevia s.r.l. Società Benefit. The return of the Product to Svevia s.r.l. is under the user’s responsibility; the Product is considered returned when delivered to the carrier. If the user has used a discount code (see point 11) to purchase the Product for which they exercised the right of withdrawal, the refund will only cover the actual amount spent by the user, excluding the value of the discount code.
10.5 If the user withdraws from the contract, Svevia s.r.l. will refund the Total Amount Paid for the Product, excluding delivery costs if applicable, without undue delay and in any case no later than 14 calendar days from the day Svevia s.r.l. was informed of the user’s decision to withdraw. The refund will be made using the same payment method used by the user for the initial transaction; in any case, the user will not incur any fees as a result of such a refund. The Standard Withdrawal Instructions, containing information on exercising the right of withdrawal, are available on the Website via a specific link and through the “Right of Withdrawal” link in the Website footer, as well as attached to the shipping confirmation email.
10.6 In the case of partial withdrawal, delivery costs will not be refunded.
10.7 The user is responsible only for any diminished value of the goods resulting from handling of the Product beyond what is necessary to establish its nature, characteristics, and functioning. The Product must be stored, handled, and inspected with due care and returned intact, complete in all its parts, fully functional, with all accessories and instruction sheets, and with any identifying tags, labels, and single-use seals, if present, still attached and intact, suitable for its intended use and free of any wear or dirt. Withdrawal applies to the Product as a whole. It cannot be exercised for parts and/or accessories (that are not standalone Products) of the Product.
10.8 If the withdrawal is not exercised in compliance with applicable law, it will not lead to the termination of the contract and, consequently, will not entitle any refund. Svevia s.r.l. will notify the user within 5 working days from the receipt of the Product, rejecting the withdrawal request. If the Product has already been received by Svevia s.r.l. Società Benefit, it will be available for collection by the user at their expense and responsibility.
10.9 If the Product for which withdrawal was exercised has diminished in value due to handling beyond what is necessary to establish its nature, characteristics, and functioning, the refund amount will be reduced by an amount equal to such reduction in value. Svevia s.r.l. will inform the user of this reduction within 5 working days of receiving the Product, providing bank details for the user to pay the amount due due to the Product’s reduced value if a refund has already been issued.
10.10 In cases where the right of withdrawal does not apply, such exclusion will be expressly communicated in the Product Sheet and, in any case, during the purchase process, before the user places the order. Users are reminded that, according to Article 59 of the Consumer Code, the right of withdrawal is excluded, among other cases, when the sale involves: (i) custom-made or clearly personalized products (e.g., purchased as per point 5.4); (ii) sealed products that cannot be returned for health or hygiene reasons and were opened after delivery.
10.11 Regardless of the right of withdrawal, Svevia s.r.l. offers users the right to return, under the terms and conditions indicated on the “Returns” page of the Website. The return right is in addition to and does not replace the right of withdrawal governed by the preceding articles.
11. Legal Warranty of Conformity
All Products sold on the Website are covered by the Legal Warranty of Conformity provided by Articles 128-135 of the Legislative Decree No. 128-135 of the Consumer Code (Legal Warranty).
Applicability The Legal Warranty is reserved for consumers. It therefore only applies to users who have made a purchase on the Website for purposes unrelated to any business, commercial, artisanal, or professional activity they may carry out. Those who have made purchases on the Website and are not consumers will be subject to the warranties for defects of the sold item, the warranty for lack of promised quality, and other warranties provided by the civil code with applicable terms, deadlines, and limitations.
WHEN IT APPLIES
The seller is liable to the consumer for any lack of conformity existing at the time of delivery of the Product that becomes apparent within two years from that delivery. The lack of conformity must be reported to the seller at the contact details indicated in Article 14. Unless proven otherwise, it is assumed that any lack of conformity that becomes apparent within one year from the delivery of the Product already existed at that time, unless this assumption is incompatible with the nature of the Product or the nature of the lack of conformity. Starting from the thirteenth month after delivery of the Product, it is up to the consumer to prove that the lack of conformity existed at the time of delivery. To benefit from the Legal Warranty, the user must first provide proof of the date of purchase and delivery of the product. Therefore, the user is advised to keep the purchase invoice, which Svevia s.r.l. sends them, or any other document that can attest to the date of purchase (e.g., a credit card statement) and the date of delivery.
WHAT IS A LACK OF CONFORMITY
A lack of conformity exists when the purchased product:
is not suitable for the use for which products of the same type are normally used;
does not conform to the description made by the seller and does not possess the qualities of the product that the seller presented to the consumer as a sample or model;
does not have the quality and performance that is typical of goods of the same type that the consumer can reasonably expect, taking into account the advertising or labeling declarations;
is not suitable for the particular use intended by the consumer, provided the consumer made the seller aware of this at the time of the contract, and the seller accepted it.
The Legal Warranty does not cover any failures, malfunctions, or defects caused by accidental events or by the user’s responsibility or by using the Product in ways not intended by the manufacturer and/or as specified in the technical documentation attached to the Product, if available, or in the use instructions.
REMEDIES AVAILABLE TO THE USER
In the event of a duly reported lack of conformity, the user is entitled to:
primarily, a free replacement of the product, unless the requested remedy is objectively impossible or excessively burdensome compared to the alternative remedy. In such cases, considering the type of sale, replacement may be offered if possible concerning the remaining available units for sale;secondarily (if replacement is impossible or excessively burdensome, or if replacement is not carried out within a reasonable time frame, or if the replacement previously made caused significant inconvenience to the consumer), the contract’s termination.
The requested remedy is excessively burdensome if it imposes unreasonable expenses on the seller in comparison to the alternative remedies, taking into account (i) the value the product would have if there were no lack of conformity; (ii) the extent of the lack of conformity; (iii) the possibility of providing an alternative remedy without causing major inconvenience to the consumer.
WHAT TO DO IN CASE OF A LACK OF CONFORMITY
If a Product purchased on the Site shows what could be a lack of conformity during the Legal Warranty period, the user must contact Customer Service at the contacts and in the manner indicated in Article 14. Svevia s.r.l. will promptly respond to the report of the alleged lack of conformity and will provide the user with the specific procedure to follow, including the shipping arrangements, considering the product category and/or the reported defect.
REFUND OR PRICE REDUCTION DUE TO THE APPLICATION OF THE LEGAL WARRANTY
In the case of contract termination, Svevia s.r.l. will refund the total amount paid by the user, including the purchase price of the Product, shipping costs, and any other additional cost. In the case of a price reduction, Svevia s.r.l. will refund the amount of the reduction, previously agreed upon with the user. Alternatively, the user may choose to receive a credit voucher, which can be used on the Site, equivalent to the amount of the refund or reduction to which they are entitled. The refund or reduction amount will be communicated to the user via email and credited to the payment method used by the user for the purchase. Svevia s.r.l. is not responsible for any damages of any kind resulting from the improper use of the Product or from failure to comply with the instructions provided by the manufacturer or for any damages resulting from unforeseeable circumstances or force majeure.
12. Applicable Law and Jurisdiction; Alternative Dispute Resolution/Online Dispute Resolution
12.1 Contracts concluded between Site users and Svevia s.r.l. are governed by Italian law. The application of more favorable and mandatory provisions of the law of the country in which users have their habitual residence, especially concerning the period for exercising the right of withdrawal, the deadline for returning Products in the case of withdrawal, and the communication methods and legal warranty, is reserved for consumer users who do not have their habitual residence in Italy.
12.2 For consumer users, all disputes concerning the application, execution, and interpretation of these General Terms and Conditions of Sale are subject to the jurisdiction of the court in the user’s place of residence or domicile.
12.3 Pursuant to Article 141-sexies, paragraph 3 of Legislative Decree 6 September 2005, no. 206 (Consumer Code), Svevia s.r.l. informs users who qualify as consumers under Article 3, paragraph 1, letter a) of the Consumer Code, that in the event that they have submitted a complaint directly to Svevia s.r.l. Società Benefit, and it was not possible to resolve the dispute arising from the complaint, Svevia s.r.l. will provide information regarding the Alternative Dispute Resolution body or bodies for out-of-court settlement of disputes concerning obligations arising from a contract concluded under these General Terms and Conditions of Sale (ADR bodies as per Articles 141-bis and following of the Consumer Code), specifying whether it intends to make use of such bodies to resolve the dispute. Svevia s.r.l. also informs users who qualify as consumers under Article 3, paragraph 1, letter a) of the Consumer Code that a European platform for online consumer dispute resolution (ODR platform) has been established. The ODR platform is accessible at the following address http://ec.europa.eu/consumers/odr/; through the ODR platform, the consumer user can consult the list of ADR bodies, find the link to each of their websites, and initiate an online resolution procedure for the dispute they are involved in. The consumer user’s right to take legal action in the competent court, regardless of the outcome of the out-of-court dispute resolution process through the procedures in Part V, Title II-bis of the Consumer Code, is always reserved.
12.4 Users residing in a European Union member state other than Italy can access the European small claims procedure, established by Regulation (EC) no. 861/2007 of the Council of July 11, 2007, for any dispute concerning the application, execution, and interpretation of these General Terms and Conditions of Sale, provided that the dispute value, excluding interest, fees, and expenses, does not exceed €5,000. The regulation text can be found on the EUR-Lex website.
13. Customer Service and Complaints
13.1 It is possible to request information, send communications, request assistance, or submit complaints by contacting Customer Service in the following ways:
by mail, writing to Customer Service Svevia s.r.l., Via Gorizia, n. 8, 70022 Altamura (BA), Italy;
using the online chat;
filling out the form on the “Contacts” page.
14.2 Svevia s.r.l. will respond to complaints within two working days of receipt.
