Terms and Conditions

Introduction

These Terms and Conditions govern how Passamanerie Mele S.r.l. provides consultation and sells its products through the website passamaneriemele.it and instant messaging platforms (WhatsApp, Messenger).

The website acts as a catalogue: there is no shopping cart and no purchase process completed directly online. Browsing, product selection and order placement take place through conversation with an operator, as described in the next section.

Sending an order via chat, once confirmed by the Customer as described in Article 4, implies full knowledge and acceptance of these Terms and Conditions.

How our consultation and sales service works

The messaging service through communication platforms (WhatsApp, Messenger and similar) is dedicated to consultation by qualified operators, who present the items for sale with their prices, take orders and follow up with the Customer until the goods are delivered.

The conversation begins with a message from the Customer and an automatic welcome reply. After the Customer’s request — which may include sending a reference photo — the operator provides photographs of the available items. If the Customer decides to proceed with purchase and shipping, the operator communicates the total cost, including packaging and shipping, and issues a courtesy invoice sent digitally. The Customer is followed up until the goods are received, at which point feedback on the product and service is requested.

Service hours

Photographs and colour accuracy

Our operators make every effort to photograph products as faithfully as possible. However, due to screens, lighting and camera settings, the actual colour of an item may differ slightly from what is shown in photographs.

The Company cannot be held responsible for differences between the actual colour of an item and the colour shown in photographs.

Orders and order confirmation

Orders are accepted exclusively through the instant messaging platforms indicated, following consultation with an operator. Once the Customer has explicitly confirmed the order, the operator sends a summary document (a “quote”) listing the chosen products, the related costs, and payment instructions.

Any alternatives to the requested product are only proposed after explicit communication (by phone or chat) and with the Customer’s prior approval. The Customer may choose to receive the invoice digitally in the same chat, or in paper form together with the delivery note.

If payment is not made within 7 days of order confirmation, the order is automatically cancelled. Orders for custom-made or personalised items cannot be cancelled.

Customers with a VAT number working in the trade are entitled to a dedicated price list; in this case, all data required for invoicing must be provided to the operator.

Payment and invoicing

Payment is made according to the method indicated by the operator in chat when the order is confirmed.

The invoice is issued at the time of purchase and in any case within 10 days, and is also sent in electronic format.

Shipping and delivery

Goods are delivered subject to successful payment. If an item is temporarily out of stock, waiting times may extend up to a maximum of 30 days; if this period is exceeded, the Company will fully refund any amount already paid. The Company is not liable for delays or failed delivery due to force majeure or unforeseeable circumstances.

Upon delivery, the Customer is asked to check that the number of parcels matches the delivery note and that the packaging is intact. Any discrepancies in the number of parcels, damage, or visible anomalies must be reported to the carrier and to the Company within 24 hours, by email or instant messaging.

Right of withdrawal

Customers acting as consumers (natural persons purchasing for purposes unrelated to their professional activity) have the right to withdraw from the contract, without giving any reason, within 14 days of receiving the goods, pursuant to Articles 52 et seq. of the Italian Consumer Code (Legislative Decree 206/2005).

How to exercise the right of withdrawal

The Customer must communicate their decision to withdraw by sending a written notice (email, certified email/PEC, or via instant messaging platforms, provided it is confirmed by registered letter or PEC within 48 hours) before returning the goods. Packages must be returned intact, at the Customer’s expense, to the address indicated in Article 11.

Following withdrawal, the Company will refund the amount paid or, at the Customer’s request, replace the goods with another item (shipping costs excluded).

Exceptions to the right of withdrawal

Pursuant to Article 59 of the Italian Consumer Code, the right of withdrawal does not apply to custom-made or personalised items made to the Customer’s specific request (for example, non-standard colour choices or processing). For these items, returns are accepted only in the case of manufacturing defects.

The right of withdrawal applies only to Customers acting as consumers; it does not apply to purchases made by businesses or professionals in the course of their activity.

Legal warranty

For end consumers, the 24-month legal warranty of conformity provided by the Italian Consumer Code applies. For buyers acting in the course of their professional activity, the manufacturer’s warranty applies instead, where provided.

Liability

Except in cases of wilful misconduct or gross negligence, the Company is not liable for direct or indirect damages or losses arising from delayed or failed delivery, nor for events not attributable to the Company (including force majeure as already mentioned in Article 6).

Technical information published on the website is based on official data provided by manufacturers and may be subject to change without notice; the Company reserves the right to update it based on communications received from manufacturers.

Personal data processing

Personal data provided by the Customer during the conversation and order process is not used to send advertising material, promotions or commercial communications, except with the Customer’s express and specific consent for such purposes — consent which can never be considered tacitly given.

For more information on the processing of personal data, please see our Privacy Policy and Cookie Policy.

Contact and complaints

For questions about orders, shipping, or to exercise the right of withdrawal:

Any shipping errors or discrepancies in the goods received should be reported promptly, citing the invoice number and delivery note.