The here shown clarification comes from the Legislative Decree n° 21 of 2014, in force as of 26th March 2014, enforcing the Directive 2011/83/UE on Consumer Rights.
Customers have the right of withdrawal to back out of a distance contract, without penalties and without giving reason, within a 14 days period starting from the delivery day. The right of withdrawal has to be stated by sending a written communication (also by e-mail) to GI.RI.GA s.a.s within the stipulated period.
Customers can not exercise their right of withdrawal on orders regarding "custom-made or clearly customized products" (art. 59 of the above mentioned Decree) and "non- prefabricated goods made on the basis of an individual choice of or decision by the consumer" (art. 2 of the above mentioned Decree): due to the highly customizable nature of our collections and to the manufacturing processes of our suppliers, which are mainly made upon commission, the majority of the products in our catalogue belongs to this category, therefore the right of withdrawal cannot be exercised; for more information please contact our Customer Care before the purchase or before the putting into production of the order. Furthermore customers can not exercise their right of withdrawal on sealed products which cannot be returned due to hygienic and health-related reasons (for example, mattresses, pillows, bed linens) and in case the package has been opened after the delivery .
The right of withdrawal can not be exerted on not-customizable products in the following cases: contracts which are not included inside the directive on Consumer Rights (products purchased with a VAT number for professional aims); contracts negotiated and stipulated at GI.RI.GA s.a.s headquarters; products included in a contract negotiated at GI.RI.GA s.a.s headquarters and then finalized by passing an online order at a later stage.
Customers have to return the product at their own expenses to GI.RI.GA s.a.s within 14 days starting from the day of withdrawal and they are responsible of the diminished value coming from manipulating the products in a different way from the one needed to state the nature, the characteristics and the functioning of the product itself. If the right of withdrawal is exerted according to the following directives, GI.RI.GA s.a.s will refund the money paid with the exception of any other extra charges the customer requested. By exercising the right of withdrawal on a single product which, for some reasons, was part of a promotional Free Standard Shipping inside a bigger supply, this promotion will not be applied on the product anymore; in this case shipping costs will be charged to the buyer as per shipping fares and therefore detracted from the refund due.
The refund will occur within 14 days starting from the day of withdrawal, if the customer complied with his or her obligation of returning the product within 14 days from the withdrawal; in case of payment by Bank Transfer the refund will occur in the first working day after GI.RI.GA s.a.s received the bank coordinates from the customer.
This point shows the assistance Giriga gives to customers after Delivery: these procedures do not by any means limit Warranty Rights which are acknowledged by the Consumers Code , but they have to be intended as a common ground where Customers can receive the best possible assistance. In case of possible disputes the Customer can address to the European Commission Online Dispute Resolution.
With the customer's interest in mind, in case of issues concerning the supplied items, our Customer Care will verify the overall process throughout the different stages, from manufacturing up to the proper use of the products, in order to identify responsibilities; these can be assigned to the manufacturer, GI.RI.GA s.a.s as a retailer, the carrier appointed by GI.RI.GA s.a.s for the transport (this service is covered by an All Risk insurance) and the Customer or the person in charge of receiving the supply, moving the packages inside the house as well as proceeding with the assembling (for example in case of a company hired to assemble the furniture). During the unloading, assembling and the period immediately after the conclusion of the assembling process, Customers are bound to follow every step of our Procedure for the Reception and Verification of the products: in this way they will receive the best assistance from our Customer Care thus resulting completely covered both in case of manufacturing defects and transport damages (which are not frequent but neither impossible). In case a Customer does not follow all the steps stated in the procedure it may not be possible to properly assign the responsibility regarding the specific issue. In some cases we may ask the Customer to contribute to the possible replacement costs; GI.RI.GA s.a.s always works with the satisfaction of its customers in mind, reserving the right to consider each case singularly. Basically, this procedure serves the purpose to confirm our Customer Care that specific issues have not be caused by the customer himself (or a delegated person): each procedure has been specifically thought to protect in the most effective way our customers.
The replacement of damaged or faulty parts requires slightly inferior or even the same times as the ones needed for production, since most of the products are custom-made and delivery terms remain the same as well. The replacement process starts once we receive the photographic documentation that must be sent to us soon after the delivery. GI.RI.GA s.a.s works as quickly as possible in order to reduce waiting times. In case the replacement of a product (or part of it) requires the return of the damaged piece, customers have the responsibility to adequately pack the elements to avoid damages; in case GI.RI.GA s.a.s does not ask for the return of the product or part it, it is up to the customer to dispose of the damaged parts. GI.RI.GA s.a.s will provide by email the necessary labels to print and attach to each single package.