Policy for managing withdrawals and procedures for handling complaints
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Below are the terms and conditions under which TooA S.p.A. will proceed to manage the exercise of the right of withdrawal by the Customer as well as the returns resulting from defects of the goods that have been sold. The Consumer must follow the procedure described herein:
- Go to the restricted area of the www.tooa.com website under “returns, warranty for defects and withdrawal” or to the mobile application (App) and select the relevant option;
- Please check that your details in the database are correct in accordance with the conditions of use;
- Please complete the form in all parts, indicating the options contained therein: - Reporting a malfunction of the machinery with a brief description;
- Reporting of incorrect, different or failed shipment of the order previously accepted by TooA S.p.A.;
- Other complaint.
TooA S.p.A. will take charge of the complaint ticket that will be notified to the Customer either through the mobile application or by e-mail.
TooA S a.p.A. will process the ticket within five days. For the purposes of the prompt notification of defects and forfeitures, the day in which the complaint has been sent by the Consumer shall be taken into account.
For your convenience, the clauses
of the general terms and conditions of sale
concerning these aspects and to which you should refer are listed below
Terms and Conditions: https://www.tooa.com/en-it/terms-and-condition.html
Upon delivery of the products, the Customer is required to check:
- that the number of packages delivered corresponds to the number indicated in the shipping document;
- that the packaging is intact, undamaged, not wet or altered in any way, including the sealing materials (adhesive tape or straps).
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Any damage to the packaging and/or to the product or the mismatch in the number of packages or indications shall be immediately reported, with a specific indication on the delivery document of the product to be returned to the carrier.
Any problems concerning the physical integrity, correspondence or completeness of the products received must be reported within 7 days of delivery, in accordance with the procedures set out in this document.
After following all the indications of the previous point TooA S.p.A. will provide replacement products of equal commercial value or will issue a monetary refund or a credit to the Customer for future purchases.
Right of withdrawal-warranty for defects. Cases of exclusion
As far as the TooA machine is concerned, the right of withdrawal can be exercised within 14 days from delivery, however, since it is intended for food preparations, it must not be used and can be returned only if intact seals and labels are intact, and the item is in the original packaging.
TooA S.p.A. reserves the right to verify the integrity of the machine at the time of return as a result of the exercise of withdrawal. If the integrity of the machine is not confirmed, TooA S.p.A. may take any protective action which is considered to be appropriate.
Once the technical verification phase has been completed, it will proceed to the immediate refund of the amount paid by the Consumer.
The Customer must return the machine within 14 calendar days after having communicated their decision to withdraw to TooA S.p.A.
TooA S.p.A. may withhold the refund of the price until it has received the goods and verified their integrity in accordance with these conditions of sale.
The amount will be refunded by bank transfer to the bank details used for the payment or to other bank details communicated by the Customer at the time of withdrawal. The right of withdrawal may be exercised in the following ways:
Registered mail with proof of delivery to TooA S.p.A.;
Certified e-mail to firstname.lastname@example.org;
By telephone to the Customer Service at 348.8644411
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With regard to cartons, the right of withdrawal is excluded due to the hygienic risk associated with the opening of the sealed package pursuant to Art. 59, paragraph 1, letter e) of Legislative Decree no. 206 / 2005 (named ‘Consumer Code’).
The Customer shall have the right to contest any discrepancies between what has been delivered and what has been ordered, in particular with reference to recognisable defects present at the time of delivery, as well as with reference to damage, partial theft during transport, and malfunctions both with regard to the cartons and the TooA machine.
The TooA machine has a 24-month warranty from the purchase date, which covers only defects of conformity or of origin, which existed prior to delivery of the goods to the Customer or which are due to faulty manufacturing.
‘Defect’ means a significant limitation or reduction in the suitability for use of the product in accordance with Article 129 of the Consumer Code.
Nevertheless, TooA S.p.A. reserves the right to deny this right if, once the TooA machine has been returned and the relevant technical checks have been carried out, if any of the following discrepancies are detected: abnormal use, tampering, unauthorised interventions, use of non-original cartons, incorrect use of the power supply voltage, removal/abrasion of identification labels.
Furthermore, the warranty does not cover damage, defects and malfunctions caused by accidents, falls, crashes and shocks in general, by the use of aggressive cleaning agents on the product (e.g. petrol, diesel, petroleum derivatives, non-natural degreasers, alcohol, etc.), by the effects of UV rays, salinity and humidity on the product, as well as the retention of processing residues inside the product resulting from negligent cleaning.
The warranty only covers defects that make the product unsuitable for its intended use or that significantly reduce its value.
TooA S.p.A. reserves the right to make a full replacement of the product, or its repair, in accordance with procedures that will be communicated to the Customer as a result of technical evaluation.
In the event of out-of-warranty service, we remind you that the transport costs and any customs duties are borne by the Customer, as well as all costs related to the resolution of the problem.