Returns and right of withdrawal
How to return a product, the time limits and how refunds work.
1Right of withdrawal: 14 days, consumers only
Consumers may withdraw from a purchase within 14 days of delivery without giving any reason, under the Italian Consumer Code (Legislative Decree 206/2005, Articles 52 et seq.). If the order is delivered in several parcels or pallets, the 14 days start from delivery of the last one. The right of withdrawal does not apply to businesses, professionals, organisations or VAT-registered customers, or to orders invoiced to anyone other than a consumer: for them, a return can only be agreed case by case, in writing. The guarantee against defects described in the Terms and conditions still applies.
2How to withdraw
Send a clear statement to info@litio.store within the 14 days, stating the order reference, your name and address, the products you want to return and your decision to withdraw. The date you send it is what counts, and you do not need to give a reason. We will confirm the procedure and send you the return instructions. The products must be sent back within 14 days of your statement.
3Condition of the products
Products must be returned complete with all the parts, accessories, cables, brackets, manuals and documents received, in the condition in which they were delivered and in their original packaging, with terminal covers and protective materials where present. You may handle them only as far as necessary to establish their nature, characteristics and functioning, and you are liable for any loss in value resulting from handling beyond that. Do not apply tape or write directly on the product's original box: use an outer carton. Lithium and sodium batteries are dangerous goods for transport: unsuitable packaging may lead the carrier to refuse the shipment.
4Products that cannot be returned
Products made, assembled or ordered specifically to the customer's specifications; products that have been installed, wired, connected to a system, modified, opened or cycled beyond what is needed to check them; products without their original packaging or with labels, serial numbers or seals removed or altered; and the other cases excluded by Article 59 of the Italian Consumer Code.
5Return costs
Return shipping costs are paid by the customer, except where the products are defective, non-conforming, damaged or different from those ordered: in those cases we pay for and arrange the collection. For palletised shipments and large or heavy products such as batteries, inverters and solar panels, return transport can cost much more than the original delivery: we can provide an estimate on request before the return. The customer is responsible for the goods during return transport until we receive them, so we recommend a tracked and insured shipment.
6Return address
Litio Store SRL – Returns, Via Doria 13, 06028 Sigillo (PG), Italy. This is the only address for returns; the registered office at Via Giotto 2 must not be used for goods. Only send the return after we have confirmed the procedure, as unannounced shipments may be refused, and include the order reference in the parcel. Do not send products directly to the manufacturer.
7Refunds
Once we have received and checked the products, we confirm the outcome by email and issue the refund within 14 days, using the same payment method (bank transfer or card) unless agreed otherwise, at no extra cost to the customer. The refund covers the price of the returned products and the standard delivery costs paid; it does not cover extra costs for a delivery method other than the standard one offered, or return costs where these are borne by the customer. Any loss in value due to handling beyond what is necessary may be deducted. After the refund is issued, it may take a few working days to appear, depending on your bank or card issuer.
8Commercial return within 30 days (consumers only)
In addition to the 14-day right of withdrawal, Litio Store SRL voluntarily allows consumers to request the return of a product up to 30 days after delivery. This is an additional commercial condition, not a legal right: it does not change or limit the 14-day right of withdrawal or the legal guarantee of conformity. The same conditions on the state of the goods, packaging and return costs described on this page apply, and it does not apply to businesses, professionals or VAT-registered customers. After 30 days from delivery, returns or exchanges for a change of mind are not possible.
9Defective, damaged or wrong products
Email info@litio.store with the order reference, the model and serial number, a description of the problem and clear photos of the product, its labels and the packaging. We will repair, replace or refund under the applicable guarantee, handling any claim under the manufacturer's warranty for you, and we pay for transport. For transport damage, visibly damaged packaging must be accepted subject to a specific written reservation on the carrier's delivery note and reported as soon as possible. Replacement applies to defective or damaged products; if you simply change your mind, the product is returned and refunded. This policy does not limit consumers' mandatory rights, including the 24-month legal guarantee of conformity.
Litio Store SRL · Via Giotto 2 · 06028 Sigillo (PG) · Italia · P.IVA IT03894170541 · info@litio.store