RIGHT OF WITHDRAWAL AND RETURNS
The customer who purchases on www.generalgas.it, even if not a consumer within the meaning of the Consumer Code, has the right to withdraw from the purchase without having to provide any reason.
The right of withdrawal allows the customer to return the purchased product and obtain a refund according to the conditions indicated below.
1. By when can the right of withdrawal be exercised
The deadline to exercise the right of withdrawal is 14 days.
For physical products, the deadline runs from the day on which the customer, or a person appointed by them, receives the product.
In the case of multiple products delivered separately under a single order, the deadline runs from the day on which the last product is received.
2. How to communicate the withdrawal
To exercise the right of withdrawal, the customer must communicate their decision clearly before the expiry of the 14-day deadline.
The communication can be sent by email to the address:
In the communication it is advisable to indicate:
- first and last name of the customer;
- order number;
- date of purchase;
- product or products for which withdrawal is requested;
- email address used for the order;
- any telephone contact to facilitate the management of the request.
After receiving the request, GeneralGas will provide the customer with instructions to proceed with the return.
3. Return of the product
The customer must return the product within 14 days from the date on which they communicated their decision to withdraw.
The deadline is met if the customer ships the product before the expiry of the 14 days.
The product must be returned, where possible, in the original packaging, complete with all accessories, manuals, documents, labels and materials received.
The product must be adequately packaged so as to avoid damage during transport.
4. Condition of the returned product
The customer is only responsible for any decrease in value of the product resulting from handling other than that necessary to establish the nature, characteristics and functioning of the product.
In other words, the customer may inspect the product as they would normally do in a physical store, but must not use it in a way that compromises its value, integrity, safety or resalability.
If the returned product is damaged, incomplete, used beyond what is necessary or not in compliance with the return conditions, GeneralGas may deduct from the refund an amount corresponding to the decrease in value of the product.
5. Return shipping costs
Unless otherwise indicated, the direct costs of returning the product are borne by the customer.
The customer is free to choose the courier or shipping service they prefer, provided that the shipment is trackable and the product is returned in adequate condition.
GeneralGas is not responsible for losses, delays or damages caused by the transport chosen by the customer for the return.
6. Refund
In the event of a correctly exercised withdrawal, GeneralGas will refund the payments received from the customer relating to the returned products.
The refund will be made within 14 days of receipt of the withdrawal communication.
GeneralGas may however suspend the refund until receipt of the returned product or until the customer has provided proof of shipment, if earlier.
The refund will be made using the same payment method chosen by the customer for the purchase, unless otherwise agreed between the parties.
7. Products excluded from the right of withdrawal
The right of withdrawal does not apply in the cases provided for by applicable law.
By way of example, the following may be excluded from the right of withdrawal:
- products made to measure or clearly personalised;
- products that are liable to deteriorate or expire rapidly;
- sealed products which are not suitable for return for reasons of hygiene, health or safety and which have been opened after delivery;
- products which, after delivery, have become inseparably mixed with other goods;
- services already fully performed, if performance has begun with the customer's consent and with their acceptance of the loss of the right of withdrawal in the cases provided for by law;
- further products or services for which applicable law excludes the right of withdrawal.
Any specific exclusions will be indicated in the product page, in the terms of sale or during the purchase process.
8. Products subject to particular safety conditions
Some products may require specific methods of handling, packaging, transport or return for technical, regulatory or safety reasons.
In these cases, the customer must wait for the instructions provided by GeneralGas before proceeding with the shipment of the product.
The return must be carried out in compliance with the instructions received and the regulations applicable to the type of product purchased.
9. Assistance
For any information on the right of withdrawal, on the return of a product or on the status of a request, you can contact General Gas at the address: