Refund policy


Terms and conditions (CGC online shop)

Validity of the CGC

These General Terms and Conditions apply to sales contracts with private customers concluded via the website .

Excerpt from the general conditions relating to refunds.

10. Option to return the goods, withdrawal

neeDesign does not accept product returns as they are personalized according to the indications requested by the Customer and for which they have been made:finish, colors, dimensions and additional processes, unless they are delivered non-compliant or defective.

However, it is possible to return only the selected products called RETURN LINE within 7 calendar days from the date of delivery of the products.

To exercise this right, the Customer, within 7 working days from the date of receipt of the goods, must send a communication via e-mail to neeDesign , stating that he wants to exercise the right of withdrawal and indicating the order number, the invoice number, code and quantity of the items, if the withdrawal is partial (only if multiple items are purchased) or totally.

neeDesign, after checking the integrity of the goods, will proceed within 15 days from the return of the product, to send the customer a voucher of equal value, retaining only the amount of shipping costs and any additional services.

The voucher will be usable on the site within one year from the date of issue and can be used on all neeDesign products excluding promotional items.

For details on the use of gift vouchers, see section 11

The customer must always contact neeDesign via e-mail to obtain the return number of the goods. The goods must be returned intact in the properly sealed original packaging, complete in all its parts (including packaging, internal protections, documentation, accessory equipment, assembly equipment etc.) to neeDesign by courier appointed by the Customer.

The shipping costs for returning the goods are charged to the customer.

The right of withdrawal is however subject to the following conditions:

To complete the return, an invoice or proof of purchase is required.

The law applies to the product in its entirety, it is not possible to exercise the withdrawal only on a part of the product.

Customer shipping information:

The shipment for the return of the material, up to the certificate of receipt at the needesign site, is under the complete responsibility of the Customer. In the event of damage to the goods during the return transport, neeDesign will notify the Customer of the incident (within 5 working days of receiving the goods at its headquarters) to allow the Customer to promptly file a complaint against the courier chosen by him and obtain reimbursement of the value of the asset (if insured); in this case, the product will be made available to the customer for its return and at the same time will cancel the request for withdrawal and therefore a refund.

neeDesgin does not respond in any way for damage or theft/loss of goods returned by shipments not insured by the customer. Upon arrival at the headquarters, the product will be examined to assess any damage deriving from transport. If the original packaging and/or packaging is excessively damaged, neeDesign will withhold from the refund due the costs incurred for the restoration of the same.

The right of withdrawal is lost for lack of an essential condition of integrity of the good, in cases where neeDesgin ascertains:non diligent use of the good that has compromised its integrity or the use of any consumable materials; the lack of the original external and/or internal packaging; the absence of integral elements of the product (screws, etc);

In the event of forfeiture of the right of withdrawal, the goods will remain at the needesign premises available to the customer, for collection at his own expense.

11. Gift certificates

A gift certificate is a special type of product. Its value can be used as a payment for future orders at neeDesign. It can be sold like any other product or it can be issued as a form of reward, incentive or refund. When a gift voucher is issued, the customer receives an email containing a unique code which he can use at check-out to redeem his value.

During the purchase phase, the customer can redeem the value of a gift voucher by entering the unique code at the time of check-out. This code does not take into account the difference between upper and lower case. Gift vouchers have a balance that can be spent on more than one order. Gift voucher balances apply to the total value of an order, which includes taxes and shipping.

When a customer redeems a gift certificate, checkout shows one of the following options:

If the balance available on the gift voucher is greater than or equal to the total of the order, the customer can click on Complete order.

If the balance available on the gift voucher is less than the total of the order, before submitting the order, the customer is asked to choose a second payment method for the difference.

Customers cannot check the remaining balance of a gift neeDesign , but they can contact neeDesign to receive this information

Most discount codes cannot be applied to gift certificates. The only exception occurs when it comes to a specific discount code for a product, where the product is a gift voucher.

Gift vouchers can be used in conjunction with a discount code.

Gift voucher codes are considered as currency, therefore only the customer can view the entire code.

The voucher is not nominal, it can therefore be transferred to third parties, vice versa the loss, loss or theft of the aforementioned cannot be refunded in any way.

The voucher cannot be used beyond the expiry of its validity, however the customer has the right to contact neeDesign to negotiate its extension.

neeDesign is in no way obliged to guarantee this extension.

12. Warranty and defects, replacement or refund

If a product is defective or does not conform to what was purchased, the buyer can assert his warranty right for two years.

The customer is entitled to one of the statutory warranty claims (refund, price reduction, replacement delivery)

Damages due to wear and tear from use are not included. Failures caused by improper use, lack of maintenance or tampering by third parties void the warranty.

Products considered non-compliant, non-functioning or defective can be replaced only after an examination by the Supplier. Defects and non-conformities must be proven by sending photographs via e-mail to neeDesign and to the manufacturer.

If the photographs are not sufficient, the contested products must be sent back to the Supplier.

Once the return has been received and inspected, we will send you an email to inform you that we have received the returned item. We will also inform you of the approval or rejection of the replacement or refund.

If approved, the refund will be processed and a credit will be automatically applied to the credit card or original payment method used, within 15 working days of confirmation of the refund.

If you have not received your refund, you need to check your bank account again and contact the credit card company, as additional time may be required before the refund is officially registered. If after this procedure the refund is still not received, please contact