1. Returns and Refunds for EU Customers
   In compliance with Legislative Decree 206/2005.

          1.1    EU Area B2C (Business to Consumer) Sales.

 The consumer right of withdrawal is enshrined in Article 64 of the Consumer Code. 

It provides that any natural person who makes a distance purchase for private use (B2C) has the right to withdraw from the contract without specifying any reason and without incurring penalties within 14 days of receiving the product.

To successfully obtain a refund, EU B2C customers must strictly adhere to the following conditions:

• Notification: The consumer must notify the seller via email, certified email (PEC), or registered letter with acknowledgement of receipt of their intention to return the product within 14 days of receiving the order.
• Product Condition: The product must be returned completely intact, unused, and undamaged, packed inside its original packaging within 14 days of notifying the seller.
• Return Costs: The buyer is responsible for the direct shipping costs of returning the product to our facility.
• Refund Timeline: The order will be refunded within 14 days of receiving the returned product in perfect condition.
• Refund Scope: The refund includes the total price paid for the item, including the standard shipping costs originally paid by the consumer at checkout. Any additional indirect costs incurred by the consumer for the purchase, product inspection, or custom return shipping are strictly excluded.
• Damaged Goods: In the event that the product is returned incomplete, used, or damaged, DUCATI HOME reserves the right to issue a partial refund only, proportional to the loss of value.

          1.2   EU Area B2B (Business to Business) Sales 

The Consumer Code does not apply to B2B sales. Consequently the right of return for refund does not apply to B2B sales made to companies, professionals, or sole traders purchasing for purposes related to their professional activity (identified by the provision of a VAT number and request for a commercial invoice). 

2. Returns and Refunds for Non-EU Customers (Extra-EU)
   If you purchased a product from outside the European Union and wish to request a return and refund, the following specific conditions apply:

• Notification: You must notify the seller via email to info@ducatihome.it or via registered letter within 14 days of receiving the order.
• Product Condition: The product must be returned completely intact, unused, and undamaged, complete in all its parts and inside its original packaging within 14 days of your notification.
• Return and Original Shipping Costs: The buyer is fully responsible for all shipping costs to return the product to the seller. The original shipping cost paid during checkout is non-refundable.
• Customs and Duties: Any customs duties, import taxes, or additional indirect costs incurred for the purchase or return of the product will not be reimbursed and remain the sole responsibility of the buyer.
• Refund Timeline: The refund will be processed within 14 days of receiving the returned goods at our official return address, provided the item is in perfect condition.
• Damaged Goods: If the returned item is incomplete, used, or damaged, the seller reserves the right to issue a partial refund based on the condition of the goods.

3. Exceptions and Non-Refundable Items
Refunds will be systematically denied for customized or custom-made items. This includes, but is not limited to:

• Products featuring customized software versions requested by the consumer.
• Products painted in specific custom colors requested by the consumer.

Any exception to this rule will be assessed strictly on a case-by-case basis and remains at the sole discretion of the seller.

1. How to Claim Your Refund
   To successfully complete your return process, please follow these steps:
2. Contact Customer Service: Send an email to info@ducatihome.it reporting the issue. While not mandatory for B2C withdrawals, we appreciate a brief explanation of your issue so our technical team can evaluate if a product substitution or a replacement part could solve your technical problem immediately.
3. Wait for Confirmation: You must wait for our official return confirmation email notification before shipping the product back. Unauthorized returns will not be processed.
4. Ship to the Return Address: Pack the items securely and ship them to:

DUCATI HOME® Automation 

DDA Srl 

Via Cabriolo 50A 

43036 Fidenza (PR) – ITALY 

Email: shipping@ducatihome.it 

Tel: +39 0524 527967