Right of Withdrawal

Right of Withdrawal

Last updated: December 2025

Pursuant to Articles 52 et seq. of Legislative Decree 206/2005 (Consumer Code) and European Directive 2011/83/EU, customers who qualify as consumers have the right to withdraw from the purchase contract within 14 days of product delivery, without having to provide reasons.

The right of withdrawal is granted exclusively to consumers and does not apply to purchases made for professional, commercial, or business purposes.

1. Terms for exercising withdrawal

The deadline to exercise the right of withdrawal is 14 working days from the date of product receipt.

To exercise withdrawal, the customer must send a written communication via email to resi@tomaino.it

Or send a message via WhatsApp to the number +39 3938150091

indicating:

  • order number;
  • product or products intended for return;
  • customer's first name, last name, and contact details.

Following the request, the customer will receive confirmation and detailed instructions for proceeding with the return.

2. Conditions for accepting returns

The returned product must meet all the following conditions:

  • be intact, undamaged, and unused;
  • be complete with all parts, accessories, and documentation;
  • be returned, where present, in its original packaging;
  • show no signs of assembly, use, washing, or tampering.

All returns undergo a quality control. If the product is found to be used, incomplete, or damaged, Tomaino Srl reserves the right to:

  • refuse the refund;
  • or apply a proportional reduction of up to 100% of the product's value, pursuant to Article 57 of the Consumer Code.

3. Exclusions from the right of withdrawal

The right of withdrawal is excluded in the following cases:

  • all customized or customizable products, even if not yet used;
  • products made to measure or at the customer's request;
  • sealed goods that are not suitable for return for hygiene reasons and have been opened after delivery;
  • products showing obvious signs of use or alteration;
  • products damaged due to causes attributable to the customer;
  • returns made without prior authorization.

4. Bulky products and pallet shipping

Some items, due to their size and weight, are shipped on pallets via specialized courier.

For bulky and heavy products, it is recommended that handling, transport, and packaging opening operations be carried out by at least two people, to avoid damage to persons or property.

Tomaino Srl is not responsible for damages resulting from improper handling or handling carried out without the necessary safety conditions.

5. Return methods

The product must be returned within 7 days of confirmation of acceptance of the withdrawal.

The direct costs of return are borne by the customer, unless otherwise agreed in writing.

Shipping must be done via traceable courier. Tomaino Srl is not responsible for loss or damage occurring during the return transport.

The return address is:

Tomaino Srl
Via San Bernardo 56
20021 Bollate (MI) – Italy

For bulky items or items shipped on pallets, Tomaino Srl can offer, upon request, a dedicated collection service for a fee.

6. Refund

The refund will be processed within 14 working days from the receipt and verification of the returned product.

  • the refund will be made using the same payment method used for the purchase;
  • additional shipping costs for express or personalized services will not be refunded;
  • return shipping costs remain the responsibility of the customer.

7. Protection against abuse and serial returns

In the presence of behavior deemed abusive, systematic, or contrary to good faith (e.g., repeated or unjustified returns), Tomaino Srl reserves the right to:

  • limit or refuse further return requests;
  • evaluate the suspension of the customer account, after formal communication.

8. Supporting documentation

To facilitate the procedure and protect both parties, Tomaino Srl reserves the right to request photographs or videos of the product before authorizing the return.

9. Contacts

For any information regarding the right of withdrawal:

Email: info@tomaino.it
Tomaino Srl – Via San Bernardo 56, 20021 Bollate (MI)

The right of withdrawal is a consumer right, but it must be exercised correctly and in good faith. Tomaino Srl operates in compliance with current regulations, while protecting its work and products.