Refund policy

8.1. Pursuant to and for the purposes of European Directive 771/2019/EC and the Consumer Code, Tre Ponti warrants that the Products will be free of material and design defects and conform to the descriptions on the Site for a period of twenty-four (24) months from delivery. The warranty does not apply if the Product is used improperly with respect to its intended purpose, if it is cut, modified, washed differently from what Tre Ponti indicated, or if it shows signs of wear and tear or chewing. In addition, Tre Ponti warrants that the Product will be of standard quality in terms of quantity, quality, durability, functionality, compatibility, and safety.

8.2. Tre Ponti is liable to Customers, pursuant to Article 129 of the Consumer Code, for any lack of conformity of the products existing at the time of delivery. A lack of conformity is deemed to exist if: (i) the Product is not suitable for the use for which goods of the same type are customarily used; or (ii) it does not conform to the description or does not possess the qualities referred to in the sample or model that may have been made available to the Customer; or (iii) it does not offer the usual qualities and performance of goods of the same type that the Customer may legitimately expect; or (iv) it is not suitable for the particular use intended by the Customer if brought to the knowledge of Tre Ponti at the time of purchase. It is understood that the Product may differ in some marginal respects from the image shown on the Site (e.g., color).

8.3. Under penalty of forfeiture of this warranty, the Consumer may report any defects and non-conformities within 2 (two) months of their discovery, likewise, the Professional must notify any defects or non-conformities within 8 (eight) days of their discovery, by transmitting by e-mail to shop@treponti.com, the appropriate form correctly filled out, indicating the defect and/or non-conformity found, as well as the relevant documentation indicated in the form itself (at least no. 1 (one) photograph of the Product, the Order Confirmation sent by Tre Ponti and/or the tax receipt).

8.4. After the reception of the return form and related documentation, Tre Ponti will assess the defects and non-conformities reported by the Customer through the support service and, after having carried out the qualitative checks aimed at verifying the actual non-conformity of the Product, will decide whether to authorize the return of the Products by providing the Customer with feedback via e-mail to the address provided by the latter during the registration process on the Site or when transmitting the Order Request. The authorization to return the Products shall in no way constitute recognition of defects or non-conformities, the existence of which must be ascertained after the return. The Products for which Tre Ponti has authorized the return must be returned by the Customer, together with a copy of the return authorization notice, within 30 (thirty) days from the reporting of the defect or non-conformity, to the following address: shop@treponti.com.

8.5. If the existence of defects or non-conformity of the Products is ascertained, the Consumer shall have the right to choose between the repair of the Product or its replacement in accordance with the provisions of articles 135-bis et seq. of the Consumer Code.

8.6. If Tre Ponti has undertaken to refund the Customer the price paid, the refund will be made, where possible, by the same means of payment used by the Customer when purchasing the Product or by bank transfer. It will be the Customer's responsibility to notify Tre Ponti via e-mail at shop@treponti.com of the bank details for making the transfer in its favor and for Tre Ponti to be put in a position to make the refund.

9.1. The warranties set forth in Article 8 of these Terms are excluded if the Customer has damaged the Products through its own willful or negligent conduct, or otherwise if, through its negligence and/or carelessness and/or for other reasons not attributable to Tre Ponti, it has damaged and/or rendered the Products defective, and/or exposed them to natural events and/or used them improperly and/or without following the technical instructions set forth in any manuals.

9.2. Warranties are also excluded if the defects and/or malfunctions result from use of the Products other than that for which they were designed and manufactured, or in cases of normal wear and tear or deterioration of consumable parts.

10.1. Without prejudice to the exceptions set forth in Article 59 of the Consumer Code, the Customer is granted the right to withdraw from any contract concluded pursuant to these Terms, without having to provide any reasons and without incurring costs other than those provided for in Article 56 paragraph 2 and Article 57 of the Consumer Code, within the term of 14 (fourteen) days from when (i) the Product has been delivered or (ii) in the case of the purchase of several Products delivered separately in a single Order, the last Product has been delivered. 

10.2. In order to exercise the right of withdrawal, the Customer must inform Tre Ponti, before the expiration of the period referred to in Article 10.1 above, of its decision to withdraw by contacting Tre Ponti at the e-mail address shop@treponti.com or by sending a WhatsApp message to +39 335 691 7009 and following the instructions that will be rendered by the customer service.

10.3. Following the provisions of point 10.2 above, the Consumer will receive a communication with instructions on how to proceed with the return of the product, which must be sent no later than the next 14 days to Tre Ponti S.r.l., Via Santandrà 39 - 31050, Ponzano Veneto (TV) - Italy.

10.4. The direct risks and costs of returning the Products, as well as the proof thereof, shall be borne by the Consumer. Before confirming the request for withdrawal, the cost of returning the goods will be indicated to the Consumer. Any customs duties, import charges, or taxes arising from the return of goods from non-EU countries shall also be borne by the customer.

10.5. In the event of withdrawal, the Consumer shall be refunded the payments, including delivery costs (except for additional costs arising from any choice of a type of delivery other than the least expensive type of standard delivery offered), pursuant to and in accordance with the terms provided for in Article 56 paragraph 3 Consumer Code. Said refunds will be made using the same means of payment used by the Consumer for the initial transaction, unless the Consumer has expressly agreed otherwise. Refunds may be suspended until receipt of the goods or until the Consumer demonstrates that he/she has returned the goods, whichever is earlier.

10.6. The Consumer shall be liable for any decrease in the value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods. Therefore, if the returned goods are damaged (e.g. with signs of wear and tear, dirtiness, chewing, abrasion, scratching, deformation, presence of animal hair, indications of use beyond simple testing, etc.), not complete with all their elements and accessories (including labels and tags unaltered and attached to the product), not accompanied by the attached instructions/notes/manuals, original packaging and packing and the warranty certificate, if any, the Consumer shall be liable for the patrimonial decrease in the value of the goods, and shall be entitled to a refund of the amount equal to the residual value of the Product. To this end, therefore, the Consumer is asked not to handle the good beyond what is strictly necessary to establish the nature, characteristics and operation of the Products and to cover the original wrapping of the Products with other protective packaging that preserves its integrity and protects it during transport even from writing or labels.

10.7. The Consumer must pay the utmost attention also when returning the goods: it is strictly prohibited to fold or compress the Products in an unnatural way that may cause deformations, permanent creases, or damage to the materials during transport. Products must be laid flat to avoid any deformation. In case of doubts regarding the correct packaging methods, the Consumer is encouraged to contact our Customer Service in advance.