Returns and Refunds
Returns and Refunds Policy
RETURNS AND REFUNDS: SIMPLE, CLEAR, FAST
30 days to return, refund within 3 business days of receipt, hassle-free procedure.
In brief
You have 30 days from receipt to return a product purchased on our e-commerce. The product must be intact, unused, and in its original packaging. Return shipping is at the customer's expense. Once the product is received and verified, the refund will be issued within 3 business days using the same payment method used for the purchase. Spare parts ordered specifically upon request and certain sealed products once opened are excluded from the right of withdrawal.
👥 Who this policy applies to
Our returns and refunds policy applies to all customers who purchase on our e-commerce autoricambitritella.it, with different rules for private and professional customers.
🚗 Private customers (consumers)
Those who purchase as a natural person for personal use benefit from the right of withdrawal provided for by the Consumer Code (Legislative Decree 206/2005) and all legal protections for distance purchases, in addition to our voluntary 30-day extension.
🏭 Professional customers (workshops, VAT holders)
Those who purchase with a VAT number for professional use (workshops, spare parts dealers, car repairers) do not have the right of withdrawal provided for consumers, but remain protected by the Civil Code rules on product defects and a 12-month conformity guarantee. For commercial returns on intact products, please contact us beforehand: we evaluate on a case-by-case basis.
📅 Right of return within 30 days
For private customers, we offer an extended period of 30 days from the date of product receipt. This is a voluntary extension that includes and expands on the 14 days of legal right of withdrawal provided by the Consumer Code.
Conditions for return
To exercise the right of return, the product must meet all the following conditions:
- Original packaging intact, with original labels, seals, and accessories present
- Product unused, uninstalled, untampered with
- No signs of wear, damage, or missing parts
- Proof of purchase present (invoice or online sales receipt)
Return shipping at customer's expense
Shipping costs for returning the product are at the customer's expense, except in cases where the return is due to our error (wrong product, defective product, or damaged in transit). In these cases, the return shipping is free and arranged directly by us: see the section Defective, damaged or incorrect products.
Withdrawal form
To exercise the right of withdrawal, the customer can use the standard form provided by art. 49, paragraph 4 of the Consumer Code, or send a simple written communication via email to info@autoricambitritella.it containing: name, surname, order number, description of the product to be returned, and reason (optional).
Refund times
Once the product is received and verified at our warehouse, we will proceed with the refund within 3 business days, using the same payment method chosen at the time of purchase (PayPal, credit card, bank transfer). The actual crediting time to the customer's account then depends on the banking circuit, generally an additional 1 to 5 business days.
🚫 Products excluded from return
In accordance with art. 59 of the Consumer Code, some products, due to their nature or purchase methods, are excluded from the right of withdrawal. Below we transparently list the product categories that, for operational or safety reasons, cannot be returned.
Spare parts ordered specifically at the customer's request
Spare parts that we order specifically for an individual customer, at their explicit request (e.g., specific components for rare models, original codes on request, vintage or out-of-standard-catalogue parts, products sourced for customer needs from external suppliers) are not covered by the right of withdrawal. These are products clearly personalized in their selection and procurement, as provided for by art. 59, letter c of the Consumer Code. In these cases, before ordering, the customer is informed that the product is non-returnable.
Opened engine oil, additives, AdBlue, and technical fluids
Lubricants, additives, AdBlue, coolant, brake fluid, and other technical fluids can only be returned if still sealed, with the original cap intact. Once the seal is broken or the cap opened, even if the product has not been used, it is no longer returnable: this is for technical safety reasons and product contamination, which could alter its characteristics and make resale to other customers uncertain. This applies as provided for by art. 59, letter e of the Consumer Code.
Car batteries installed or used
Car batteries can only be returned if they have not been mounted or used, with original packaging intact and terminals free of connection marks. A battery already installed or tested on a vehicle, even for a few minutes, loses its new product characteristics and is no longer returnable.
For any doubts about the returnability of a specific product, we recommend contacting us before purchasing: this way we can provide clear and unambiguous guidance.
⚠️ Defective, damaged or incorrect products
If you have received a product that is defective, damaged during transport, or different from the one ordered, the procedure is simplified and return costs are entirely at our expense.
What to do
- Contact us within 14 days of receipt via email at info@autoricambitritella.it or by calling 085 795 0681
- Attach clear photos of the product and packaging showing the defect or damage
- Indicate the order number and the product concerned
- Within 1 business day, you will receive instructions for free return shipping via our courier
What we offer
Once the defective product is received and verified, we offer you, at your choice:
- Free replacement with an identical or equivalent product (if available)
- Full refund of the amount paid, including any initial shipping costs, within 3 business days
🛡 Legal guarantee of conformity
All products sold on autoricambitritella.it are covered by the legal guarantee of conformity provided by the Consumer Code, which is different and independent from the right of withdrawal.
Duration
- 24 months for private customers (consumers)
- 12 months for professional customers (VAT holders, workshops, spare parts dealers)
What it covers
The guarantee covers conformity defects that occur on the product during use, under conditions of normal use and correct installation. Damage caused by are excluded:
- Incorrect installation or installation not performed by qualified personnel
- Improper use of the product compared to its intended purpose
- Tampering, modifications, or unauthorized repairs
- Normal wear and tear of the product
- Accidental damage after purchase
How we handle warranty cases
When an installed product proves to be defective within the warranty period, our procedure is:
- The customer reports the problem to us via email or phone, attaching documentation (photos, order, any installation report from the workshop)
- We technically verify the defect, also by requesting the product for analysis
- Once the conformity defect is confirmed, we proceed with replacing the product with an equivalent one
- If replacement is not possible (product out of production, unavailability), we proceed with an appropriate refund
💡 Important: to facilitate warranty management, always keep the purchase invoice and any installation documentation provided by the mechanical workshop. These are key documents for activating the warranty.
📋 How to initiate a return
The procedure is simple and takes just a few minutes.
Provide details
Indicate order number, product to be returned, reason (optional), and any photos if the product is defective.
Receive instructions
Within 1 business day, we will send you return authorization and the return address for the product.
Ship and receive your refund
Ship the product. Once received and verified, we will issue a refund within 3 business days.
Return address
The address for shipping the return will be provided to you in the authorization email, to ensure the package is sent to the correct warehouse based on the product. Please do not ship the product without having first received authorization: packages without authorization may not be accepted or may cause delays in processing.
❓ Frequently asked questions about returns
How many days do I have to return a product?
For private customers, we offer 30 days from the date of product receipt, a voluntary extension compared to the 14 days of legal right of withdrawal provided by the Consumer Code.
Who pays for return shipping?
Return shipping costs are at the customer's expense, except in cases where the return is due to our error (wrong product, defective, or damaged in transit). In these cases, return shipping is free and arranged by us.
How long does it take to receive my refund?
Once the product is received and verified at our warehouse, the refund will be processed within 3 business days, using the same payment method used for the purchase. The actual crediting to the customer's account then depends on the banking circuit or credit card.
Can I return engine oil or an additive?
Only if the product is still completely sealed, with the original cap intact and no signs of opening. Once the seal is opened or the cap broken, the product cannot be returned for technical safety and contamination reasons, even if it has not been used.
Can I return a car battery?
Only if the battery has not been installed or used, with its original packaging intact and terminals free of connection marks. A battery that has already been installed or tested on a vehicle, even for a few minutes, cannot be returned.
Can I return a spare part ordered specifically for my car?
No. Spare parts ordered at the specific request of the customer (components for rare models, original codes, vintage parts, products sourced from external suppliers at the customer's request) are excluded from the right of withdrawal, as they are considered clearly customized products under Article 59 letter c of the Consumer Code. In these cases, the customer is informed of the non-returnability before the order.
What happens if the product breaks after installation?
In that case, the right of withdrawal does not apply, but the legal guarantee of conformity does (24 months for private individuals, 12 months for VAT holders). Contact us with photos, a description of the defect, and installation documentation. Once the defect is verified, we will proceed with replacing the product with an equivalent one. Important: the warranty only covers product conformity defects, not incorrect installations or improper use.
I am a workshop with a VAT number; do I have the right of withdrawal?
The right of withdrawal provided by the Consumer Code is reserved for private consumers. Professional customers with a VAT number do not have this right, but are covered by the 12-month legal guarantee of conformity. For commercial returns of intact products, please contact us in advance: we evaluate each case individually and seek the most functional solution.
Can I return only part of a multiple order?
Yes, partial returns are possible. In this case, the refund only covers the products actually returned and not the initial shipping costs (which remain due for the delivery of the other items kept).
📞 Contact us for return assistance
For any questions, doubts or requests about our return policy, please contact our support office directly:
Support office hours: Monday-Friday 08:30-13:00 / 14:30-19:30 · Saturday 08:30-13:00 · Sunday closed
We are at your disposal to offer concrete and fast assistance, and to guarantee you a peaceful shopping experience.
Autoricambi Tritella Srl · VAT IT02031400670
Registered office: Via Montello 26/A, 64021 Giulianova (TE) · Italy
General Management and Returns Office: Via Latini 37, 64026 Roseto degli Abruzzi (TE)
Policy compliant with Legislative Decree 206/2005 (Consumer Code) and Directive 2011/83/EU.
