Right of Withdrawal (Directive 2011/83/EU, implemented in Italy by Legislative Decree No. 21 of 21 February 2014)
If the customer is a consumer — a natural person purchasing goods for purposes unrelated to a professional activity and not entering a VAT number in the RIMAG SERVICE order form — they have the right to withdraw from a distance purchase contract for any reason, without providing an explanation and without penalty.
To exercise this right, the customer must notify RIMAG SERVICE within 14 days of delivery. The notice may be sent, for example, through a support ticket, registered letter, telephone or email, and must include the buyer's first and last name, order number, invoice number and purchase date. RIMAG SERVICE will process the request by opening a support ticket.
Products must be returned in the same condition in which they were received, complete with original packaging — intact and complete, as it forms an integral part of the goods — manuals, accessories, parts, keys and all supplied items.
The consumer is responsible only for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and operation of the goods. If a product is clearly used and therefore loses commercial value when resold as a used product, the refund may be reduced accordingly. The same applies if the original packaging is missing or damaged and must be repurchased and replaced.
To protect the original packaging, place it inside a second box where necessary and do not attach labels or adhesive tape directly to the product packaging. The customer must arrange return shipment to: RIMAG di De Vivo Paolo Roberto, Strada Basse del Lingotto 29, 10127 Turin (TO), Italy, within 14 days of notifying withdrawal. Direct return shipping costs are borne by the customer.
Until receipt is confirmed at our warehouse, returned goods travel at the customer's risk. We therefore recommend insuring the shipment against theft, loss and transport damage, for which RIMAG accepts no responsibility during return transit.
After receiving the goods, RIMAG will refund the transaction amount, subject to the limitations above and excluding additional costs such as cash-on-delivery charges, within 14 days of being informed of the withdrawal decision. Except in special cases, the refund will use the same payment method chosen by the customer. RIMAG may withhold the refund until the goods are received or until the consumer provides evidence that they have returned them, whichever occurs first.
Withdrawal by the Supplier
RIMAG may withdraw from the sales agreement by giving the customer a reasoned notice if force majeure or another supervening impossibility arises that is not attributable to the online store or the carrier. In such cases, the customer is entitled only to reimbursement of any amount already paid.