Terms and conditions of service

Terms and Conditions of Use

Right of Withdrawal

 As required by Legislative Decree.Legislative Decree no. 206 of 06/09/2005, the consumer customer (natural person who, in stipulating the contract, acted for purposes unrelated to any entrepreneurial or professional activity carried out) of KASER is granted the right to withdraw from the contract.

The right of withdrawal, which provides the possibility for the consumer to return the purchased product and obtain a refund, is provided only in favor of natural persons who, in stipulating the contract, acted for purposes unrelated to the activity entrepreneurial or professional activity possibly carried out. The right of withdrawal must be exercised within 30 days of receipt of the goods. The right of withdrawal does not apply to audiovisual products and sealed computer software opened by the consumer nor to the supply of goods made to measure or clearly personalized or which, by their nature, cannot be returned or risk deteriorating or altering rapidly.

Any made-to-order products not available in our inventory that bear the wording "made to order" whose sales price is greater than €100.00 + VAT cannot be returned as they were ordered specifically for the customer.

Customized products: cards, control modules, timers and other spare parts that require ad-hoc programming with the appliance are not returnable as they are "customized" products that cannot be reprogrammed and therefore can no longer be resold. Furthermore, there is no guarantee of any kind following installation by an authorized technician who issues regular certification.

The only costs required of the Customer in the event of withdrawal are those for returning the product.

The withdrawal is not validly exercised, and therefore does not give the right to a full refund of the price, if the product is not returned substantially intact, such as in the cases of:

• lack of the original packaging (it is therefore advisable to keep the original packaging of the product at least until the deadline for exercising the right to withdraw expires);
• absence of integral elements of the product (accessories, cables, instruction manuals, etc.);
• damage to the product for causes other than transport;
• non-normal state of conservation of the product.

The right of withdrawal can only be exercised with regard to the product purchased in its entirety; it is not possible to exercise withdrawal only on part of the purchased product (e.g.: accessories, attached software, etc...).

Here are the 5 steps to exercise the right of withdrawal:

Within 30 days of receiving the goods, the Customer must send the withdrawal form via email which will be provided upon receipt of the request to exercise the right of withdrawal, completed in all its parts in which he communicates his intention to withdraw from the contract. The withdrawal form, within the same period of fourteen days from receipt of the goods, can be sent via e-mail to the address  info@kaserstore.com

After receipt by KASER of the communication containing the declaration of withdrawal, Customer Service will communicate to the Customer, via e-mail, the address to which the goods to be returned will be shipped and the authorization number upon return, to be indicated on the return form and to be sent with the product.

The Customer must prepare the product, carefully packing it in its original packaging (including internal protections) avoiding damaging it with adhesive labels or otherwise, complete with all the accessories supplied and what was originally contained.

The shipping costs for returning the goods are borne by the Customer. We recommend insuring your shipment against theft, loss or damage in transit. If the product is not insured, at the expense of the Customer, in the event of damage or loss occurring during transport, kaser reserves the right to charge for any damage suffered.

The shipment by the Customer must take place via courier within fourteen days following communication to the Customer, via e-mail, of the address to which the goods will be shipped and the return authorization number.

Upon receipt of the goods, KASER will, within 14 calendar days, verify their integrity and refund the Customer the amount of the purchased good, excluding reshipment costs.

The refund will be made via bank transfer, to the current account indicated by the Customer in the withdrawal form, or via credit card or PayPal depending on the payment method used in the order. The refund will be made within fourteen days of Kaser's receipt of the withdrawal notice, without prejudice to failure to receive the returned product. In case of damage to the goods during transport, 

KASER will notify the Customer of the incident (within five working days of receipt of the product in its warehouses), to allow the Customer to promptly file a complaint against the courier chosen by him and obtain a refund of the value of the product (if insured by the Customer).

Conformity Defects

KASER is responsible towards the consumer customer (natural person who, in stipulating the contract, acted for purposes unrelated to any entrepreneurial or professional activity carried out) for any lack of conformity existing at the time of delivery of the goods (articles 128 -135 of the Legislative Decree.Legislative Decree n. 206 of 06/09/2005).

The legal guarantee in favor of the consumer covers defects of conformity, existing at the time of delivery of the goods, which manifest themselves within two years of delivery of the goods themselves. The lack of conformity must be communicated, under penalty of forfeiture, within two months from the date on which the consumer discovered the defect. The action against the seller expires in any case within twenty-six months from delivery of the goods. The warranty is not applicable, for example, in the event of negligence, carelessness in the use and maintenance of the product, or connection of the product to electrical or any other non-compliant systems.

Any external damage to the packaging must be immediately reported to the Courier by noting a SPECIFIC RESERVE FOR DAMAGE FOUND on the delivery receipt. As required by current legislation, the maximum deadline for reporting transport damage to KASER is 8 days from the moment of receipt.

In the event of a lack of conformity, the consumer has the right to have the conformity of the goods restored, without charge, by repair or replacement, or to an adequate reduction in the price or termination of the contract, according to the provisions of the art. 130 of the Legislative Decree Legislative Decree n. 206/2005.

We report the 3 steps to communicate the lack of conformity:

Within two months of discovering the defect upon receipt of the goods, the Customer must send the form received following the notification via email, completed in all its parts, in which he requests the elimination of the lack of conformity to  KASER via email.

Once the communication has been received, Customer Service will contact the Customer to communicate the methods and return number to be indicated on a copy of the form already anticipated to be sent with the product.

The Customer must prepare the carefully packaged product (possibly in its original packaging and in this case avoiding damaging it with adhesive labels or other) and complete with everything originally contained.

KASER will send its own courier to collect the product without any additional expense for the Customer. Once the product returned by the Customer has been checked, KASER will replace or repair it and proceed with the shipment of the product itself, except as provided by the art. 130 of the Legislative Decree Legislative Decree n. 206/2005.

KASER to carry out the entire aforementioned procedure in the shortest time possible, trying to cause the least inconvenience to the Customer.

For this purpose, KASER makes use of the collaboration of leading transport companies that guarantee care, efficiency and speed of shipments; shipments are insured against damage and theft in order to guarantee the Customer maximum peace of mind.

For information purposes, KASER informs its Customers that the average time frame for the entire procedure (reporting, product collection, delivery to the TAC, repair/replacement of the goods and return of the same) is approximately 25 days.

Shipping costs and information

Shipping options and pricing may vary based on weight, item size and delivery address. We remind you that the courier will deliver to the street level. If when you place your order, you cannot select or view a certain shipping option, it means that that option is not available for your address or for the selected item because it does not meet some criteria such as size, category, product availability. The system will automatically identify the available shipping option during the order process. Delivery is free with no minimum spend

KASER will deliver the products to the express courier within 72 working hours - Saturdays, Sundays and holidays excluded - from payment of the total amount due, consisting of the purchase price of the product(s) and shipping costs if expected. If the requested spare part is "made to order", the expected timing is approximately 2-3 weeks, based on the availability provided by the manufacturer. The purchased goods will be delivered to the destination address specified by the customer in the purchase. The customer will receive an email confirming the shipment, containing the confirmed data and the shipment number to monitor the product directly from the GLS website. The customer is advised to always sign the courier's waybill "with reserve". Complaints regarding damage to the material caused by the courier not signed with the aforementioned apostille cannot be resolved.

In case of unavailability, even temporary, of the requested goods in the warehouse,

KASER: within 48 working hours (Saturday, Sunday and holidays excluded) from the day the payment confirmation email arrives, will inform the customer if the product is listed as "AVAILABLE" ;

in the shortest possible time, and in any case within thirty days starting from the day following the arrival of the confirmation e-mail, will refund the customer any sums paid for the payment of the supply, unless the customer communicates for registered with KASER that they wish to wait for the purchased product.

at the written request of the customer, it will replace the goods with others chosen by the buyer.For any urgent communication you can contact the support service via email by writing to: info@kaserstore.com

ATTENTION: it is the buyer's duty to verify the integrity of the material received no later than 3 days, natural and consecutive, from the arrival of the product. After this deadline KASER will no longer be responsible for damage, lack of material or spare or replacement parts.