1. DEFINITION, PARTIES, AND SUBJECT OF THE CONTRACT
This is a distance contract pursuant to Article 50 and following of Legislative Decree No. 206 of September 6, 2005 (“Consumer Code”). The contract involves the sale of movable goods between SAGLIETTI S.r.l., headquartered at Via Piave 33 – 17047 VADO LIGURE, and the final consumer. The contract is concluded directly through the acceptance by SAGLIETTI S.r.l. of a purchase proposal sent by the customer via telephone, fax, or internet, following a public offer through the website www.raptor4x4.it, off-road sector magazines, and/or other distance selling systems by SAGLIETTI S.r.l., based on the procedures described in the following Article 3.
A consumer is defined as a natural person who purchases for purposes unrelated to their professional, commercial, craft, or entrepreneurial activities, and is therefore subject to the following regulations. Consequently, merchants, retailers, workshops, and all parties who purchase products with the intention of reselling them to others or using them on their business vehicles, regardless of the fiscal document issued, are excluded from this regulation.
The following are objectively excluded from these regulations, while warranty rules remain applicable: sales conducted on-site, at trade fairs, or otherwise within commercial premises owned by SAGLIETTI S.r.l., or rented, even temporarily, where the customer can access freely and purchase the product after having viewed it directly.
2. PRICES AND TAX DOCUMENTS
The sale prices of the products displayed on the website or in the magazines include VAT and all other taxes. Delivery costs are indicated at the end of the purchase process.
The price indicated on the website www.raptor4x4.it on the day the order is placed is always binding. Claims regarding prices listed on other companies’ websites or prices published at a different time than the purchase will not be accepted.
SAGLIETTI S.r.l. reserves the right to not confirm orders in the case of errors in the price published on the website, calculation errors by the system or an operator, or for any reason that would render the sale unprofitable.
All shipments are accompanied by a fiscal document of purchase, a receipt, unless otherwise requested, or an invoice if VAT number, tax code, and all correct personal details are provided at the time of the order. An invoice will not be issued if the fiscal details are not provided in time, specifically at the moment of order confirmation. For orders with a final amount less than €30.00, a receipt will be issued instead of an invoice. For orders with a final amount exceeding €3,600.00, an invoice must be issued, so in this case, even if the customer is a private individual, they must provide their tax code for the issuance of the invoice.
The fiscal document is enclosed in a sealed envelope attached to the package. If the customer cannot find the document attached to the package because it was lost during shipping, they are responsible for requesting a duplicate within 7 days of receiving the goods.
Please note that presenting the fiscal document is a necessary condition for initiating any type of post-sales assistance procedure, including warranty claims, returns, certifications, and general support.
3. PURCHASE AND PAYMENT METHODS
The contract for telephone orders is completed upon the customer’s acceptance of the offer made by the operator, confirmed by the customer’s communication of their shipping details: once the seller has the shipping information, the order is automatically processed, unless canceled. The customer has the right to request a summary email or fax (or a pro forma invoice for purchases made by customers with a VAT number) of the order placed by phone. In this case, SAGLIETTI S.r.l. will consider the contract finalized upon written acceptance by the customer. If the customer does not request it, the summary email is typically not sent. In such cases, the seller will not accept disputes for any discrepancies arising from verbal misunderstandings, except for the right of withdrawal.
The contract for online orders is finalized upon the seller sending a summary email of the order. This email will include the prices of individual products, shipping costs, and the total amount. In the case of payment via PayPal or bank transfer in advance, the contract will be completed only when the payment is credited to the seller’s bank account.
The customer can choose to make the payment using one of the following methods:
The customer has the right to modify, reduce, or cancel the order before the package is shipped by the seller, unless the order was confirmed with a deposit (in which case, if the order is canceled or reduced by more than 10%, the deposit is forfeited). No changes to the order will be accepted after the package has been dispatched. If the customer does not collect the package, they will be required to make advance payment for the next order, in addition to reimbursing the unnecessary shipping costs incurred from the previous order.
4. DISPONIBILITÀ DEI PRODOTTI E SPEDIZIONE A MEZZO CORRIERE.
Typically, all products listed on the website www.raptor4x4.it are available in stock for immediate shipment. However, for various reasons, it may happen that one or more products become out of stock, preventing the seller from fulfilling all orders promptly. SAGLIETTI S.r.l. commits to promptly informing customers who cannot be accommodated of any stock shortages due to high demand or other reasons, following the order of placement. In such cases, the customer has the option to either wait for the item or cancel the order and request a refund of any amount already paid.
SAGLIETTI S.r.l. uses the best couriers available for shipments. The average delivery time is between 1 to 3 days, depending on the region of Italy. Packing operations are carried out by highly qualified personnel and are periodically monitored by the commercial management. Shipments are typically weighed, photographed before sealing the package, and reweighed by the courier at both the departure and destination points to prevent tampering and/or missing items.
The goods are under the seller’s responsibility until the package is collected by the customer. From that moment on, any damage is the sole responsibility of the customer.
If the customer receives a package that is visibly damaged, tampered with, missing Raptor 4×4 tape, resealed with neutral tape, crushed, or raises any doubts about the integrity and completeness of the contents, they must accept the package “subject to inspection.” The seller is not liable for any damage caused by the courier if the package was not accepted with reservation. It is advisable, in cases of doubt, to accept the package with reservation, especially if it contains delicate items, such as glass, headlights, or similar. It is important to note that, by law, it is always possible to accept goods with reservation. If the courier driver refuses to allow the reservation to be noted, the customer should reject the package and immediately contact the seller, who will intervene in real time to resolve the situation.
In any case, after receiving the package, the customer is responsible for checking the goods as soon as possible and must report any damage, shortages, or incompatibilities within 3 days of receipt, unless prevented by documented force majeure. If the goods are damaged and accepted with reservation, the customer must specify all damaged, missing, or incompatible items via email to assistenza@raptor4x4.net, including photos of the damaged and/or incompatible parts. SAGLIETTI S.r.l. will replace the damaged items at its own expense only once. Therefore, please check the contents of the package carefully. For any subsequent shipments of damaged items, transportation costs will be charged to the customer.
If the customer has a subscription with a courier and wants the shipment to be charged to their account, they must indicate this at the time of the order. In this case, the goods travel at the customer’s own risk and responsibility, and the seller is not liable for any delivery delays. For payments made through the PayPal system, the seller reserves the right not to ship with the recipient’s account.
5. WARRANTIES AND ASSISTANCE
For products purchased by the Customer, the applicable regulations concerning warranties and assistance are those related to general sales and consumer goods sales, according to Articles 1519-bis and following of the Italian Civil Code.
The following are expressly excluded from legal warranty coverage: consumable products, products with a lifecycle shorter than the warranty period, used products (for which the warranty period is reduced to 1 year), products made to the consumer’s design or specifications, when the defect is a direct result of a design or specification error, and products explicitly sold as damaged or malfunctioning, if the customer accepts this malfunction through online acceptance.
To activate any type of warranty claim, whether legal, special, extended, or lifetime, you must send an email to assistenza@raptor4x4.net, within 60 days of discovering the defect. The email should include a copy of the purchase receipt, a photo of the product, a brief description of the issue, and a contact phone number. Please note that no assistance will be provided without the purchase receipt. For privacy protection, SAGLIETTI S.r.l. does not maintain a database of receipts and cannot provide copies of receipts beyond 7 days from issuance. Therefore, it is advisable to keep the purchase receipt for the entire duration of the warranty period.
The legal warranty covers defects in conformity to the contract of the products, which render them unsuitable for their intended use and that existed prior to the conclusion of the contract, even if they manifest within the following 24 months. The existence of such a defect is presumed within the first 6 months of the product’s life. After 6 months from the date of delivery, it is the consumer’s responsibility to prove the defect’s existence.
In the case of a suspected defect in conformity, the seller will communicate via email the procedure to follow in order to ensure maximum protection for the consumer and to minimize time and expense.
If the defect is confirmed, the customer has the right to request repair or replacement of the defective product, unless one or both remedies are impossible or excessively burdensome for the seller. If both remedies are impossible or excessively burdensome, a discount on the purchase price will be offered, if possible, in the form of a voucher to be used with a code on the website www.raptor4x4.it. If the defect can be remedied without going through the warranty process, the customer is always entitled to request a fair reduction in the price. This reduction and the method of implementation must be approved in writing by the seller before proceeding with the repair, and it must always be of fair value, so as not to become excessively burdensome for the seller.
In addition to the standard legal warranty, which is always valid for all products, the website www.raptor4x4.it offers products with extended warranties and special guarantees for proper functioning. The extended warranty has the same characteristics as the legal warranty but with a longer term, for example, 3 years instead of 2. The special guarantee provides superior coverage compared to the legal warranty, for example, covering damage from both normal and abnormal use of the product. In these cases, the term may be the same as the legal warranty, longer, or even unlimited. However, the condition for applying the warranty is that the product must be broken, deformed, etc.
No warranties are provided for cosmetic defects. For warranty extensions, the following cases are excluded: 1) damage resulting from an accident, and 2) intentional wrongdoing.
No warranties other than those provided by law or those specifically advertised for certain products apply, unless different agreements are made between the seller and the consumer, which must be approved in writing by the seller.
Please specify the exclusions for the legal warranty.
1) All cases of non-payment by the customer for the product for which the warranty is requested (including free merchandise).
2) When the customer is, for any reason, indebted to SAGLIETTI S.r.l., whether for contractual or non-contractual liabilities.
3) When the product subject to the warranty request has been modified from its original condition at the time of purchase.
In these cases, the warranty can only be applied once the circumstances described in points 1 and 2 have been resolved.
Please refrain from requesting different forms of warranty or from initiating warranty claims outside the specified terms or in the absence of a receipt proving the purchase.
In cases of uncertain situations, questionable defects, or any circumstance that might lead the customer to doubt the existence or pre-existence of a conformity defect, it is advisable to contact customer support via email to find an alternative solution beforehand, saving time and money.
6. PRODUCT CERTIFICATION
SAGLIETTI S.r.l. certifies the origin and suitability for the vehicle of only the items produced directly by it. Certification can be requested by the customer at the time of purchase by providing the license plate and chassis number of the vehicle on which the product is to be installed. If, for any reason, the customer requests a copy of the certification after the purchase, they must always provide the details of the purchase document along with the request. In such cases, SAGLIETTI S.r.l. reserves the right to request additional documentation for issuing the certificate; without the required documents, the certificate will not be issued. Specifically, SAGLIETTI S.r.l. will not issue copies of certificates in the following cases:
1 – For requests received more than two years after the purchase.
2 – If it becomes evident from the supplementary documentation that the product has been modified in any way or by anyone, or installed on vehicles other than those for which it was intended.
SAGLIETTI S.r.l. reserves the right not to certify products of questionable origin, not properly purchased, or where poor maintenance might raise doubts about the product’s suitability for heavy use.
The certificate of origin is a declaration of responsibility by the manufacturer at the time of product construction. Therefore, SAGLIETTI S.r.l., in cases where the certificate is requested later, reserves the right to deny its issuance based on its own discretion.
7. RIGHT OF WITHDRAWAL
The right of withdrawal applies only to final consumers who purchase online or otherwise at a distance, outside the seller’s commercial premises. According to Article 3, paragraph 1 of Legislative Decree 206/2005, a “consumer” is defined as an individual who acts for purposes unrelated to any entrepreneurial, commercial, artisanal, or professional activity they may engage in. Consequently, the following are excluded from the scope of this regulation:
a) Customers who negotiate and purchase products on-site. b) Customers who buy products for resale to others, regardless of the type of purchase document issued. c) All those who purchase products for purposes related to their own business (e.g., for use on company vehicles).
Additionally, the right of withdrawal does not apply to purchases with a value of less than €50.
The Customer has the right to withdraw from the contract, without providing any reason, within 14 days from the receipt of the products. The Customer may exercise the right of withdrawal within this period by sending a written notice to SAGLIETTI S.r.l., Via Piave 33 – 17047 VADO LIGURE, attaching the purchase receipt and specifying which products they wish to return. Upon receiving this notice, SAGLIETTI S.r.l. will verify the compliance with the terms of withdrawal and authorize the return of the merchandise to the warehouse. Within 48 hours of becoming aware of the request, SAGLIETTI S.r.l. will inform the customer of any reasons for the inadmissibility of the withdrawal.
The Customer who exercises the right of withdrawal must return the products to SAGLIETTI S.r.l., Via Piave 33 – 17047 VADO LIGURE, with shipping prepaid, within 14 days from the date on which they have legitimately expressed their intention to withdraw. The shipment must include a copy of the original purchase document, the customer’s contact details, the chosen refund method (either a voucher or bank transfer), and any necessary details for the bank transfer. Returns sent with cash on delivery or unpaid shipping will not be accepted. Returns must reach SAGLIETTI S.r.l. without any shipping costs. Any shipments with cash on delivery or unpaid shipping, or involving items for which the seller had communicated the inadmissibility of the right of withdrawal, will be returned to the sender. SAGLIETTI S.r.l. reserves the right to return to the sender products that are used, lacking original packaging and labels, and/or damaged due to negligence. SAGLIETTI S.r.l. will return products received beyond the 14-day period from the exercise of the right of withdrawal. To avoid misunderstandings or unnecessary expenses, it is advisable to contact SAGLIETTI S.r.l. before making any shipments.
The responsibility for the return shipping is entirely on the customer, even after the package has been handed over to the courier and until the seller takes receipt of it. SAGLIETTI S.r.l. will reject products that are not properly packaged or are inadequately packed, and will accept them conditionally in cases of doubt. For the withdrawal to be valid, the product must be returned complete with all its parts and in perfect condition so that it can be resold as new. If the merchandise arrives damaged, the customer cannot seek redress from the seller but only from the courier. In this case, the withdrawal is considered void and the merchandise will be returned to the customer.
The seller will refund the amount paid by the customer within 14 days of receiving and inspecting the returned item, according to the customer’s choice: a) by issuing a store voucher with no limits, or b) by bank transfer to the bank/postal account indicated by the customer. The refund amount will be calculated by deducting all shipping costs incurred for sending the merchandise. The seller reserves the right to depreciate the value of the returned product by up to 20% if the nature or condition of the product imposes additional costs for its proper re-storage. In such cases, the customer has the right to request the return of the product, waiving the right of withdrawal. In the case of a full withdrawal from the contract, the seller must also refund the shipping costs indicated on the receipt, not just the value of the merchandise. Under no circumstances will the return shipping costs be refunded.
The right of withdrawal is excluded for the following products: custom-made products, products modified by the customer (including painting), items not listed on the website www.raptor4x4.it,
custom-made, assembled, separated, or modified at the customer’s explicit request, or specifically ordered for the customer, consumables, low-value mechanical spare parts, and any item for which the low value makes the accessory costs of transport or storage excessively burdensome for the customer and/or the seller, and in any case, products valued below €50.00.
Used, installed, or tested products are also excluded from the right of withdrawal. It is strongly recommended to avoid exercising the right of withdrawal on products at high risk of damage during transport, which require high levels of packaging to prevent breakage, such as items with glass parts.
To avoid misunderstandings, as the risk during transport is borne by the person withdrawing, if a product arrives damaged, no refund will be issued under any circumstances. The customer will need to initiate a damage claim with the carrier, with no obligation for the seller other than to accept the damaged package with reservation.
Withdrawal is excluded when the consumer has unequivocally expressed the intention to keep the product. For example, if a customer receives a white product instead of a black one, and requests a change which the seller provides at their own expense, the customer cannot subsequently exercise the right of withdrawal, even if within the time limit. Similarly, if a customer purchases a product with the possibility of certification, and after receiving it requests and obtains the certificate, they cannot later exercise the right of withdrawal and use the certificate for a different brand or handcrafted accessory.
Withdrawal outside the described terms is always inadmissible. If the seller, by mistake, accepts a return that was not authorized or is outside the allowed period, such acceptance will not remedy the inadmissibility in any way, and the package will remain available for pickup by the sender.
7. CUSTOMER ASSISTANCE
SAGLIETTI S.r.l. has a dedicated, efficient, and available customer service office, along with top-notch technicians who can assist with assembly, warranty issues, or any other customer needs related to their purchase. Assistance is always initiated via email to assistenza@raptor4x4.net. To activate support, it is essential to send a copy of the purchase invoice, both to identify the product in question and to verify the purchase and compliance with the terms. A staff member will respond to emails within the shortest possible time, and in any case, within 1 business day from receipt. If you do not receive a response within this timeframe, please contact the seller to verify that your email has been received.
The seller reserves the right not to respond to unreasonable requests, offensive emails, emails that are not accompanied by the purchase document, and emails that are too generic to allow the operator to identify the customer, the product, and the potential issue encountered. For example: “Hello, I am the person from yesterday’s order. I wanted to let you know that the merchandise does not fit.”
Customers are asked, in addition to adhering to basic rules of courtesy and politeness, to collaborate with the seller in resolving any issues by responding to questions and providing requested information (such as chassis number, registration book, photos, or other details) as needed. It is important to consider two fundamental aspects: 1) The seller has not just one customer per day, but over 100. 2) Assistance is provided remotely, so the operator does not know what the customer has in front of them and must reconstruct the situation.
SAGLIETTI S.r.l., in case of requests for certificates, assistance, warranty, or issues, strives to satisfy the customer as quickly as possible and with minimal expense.
8. EXTRAJUDICIAL APPEAL.
For the resolution of disputes arising from the exact application of the contracts governed by the provisions of this contract, it is possible to resort to mediation procedures as outlined in Legislative Decree No. 28 of March 4, 2010. The possibility of utilizing voluntary and joint negotiation procedures, as provided by Article 2, paragraph 2, of the same Legislative Decree No. 28 of March 4, 2010, is also preserved.
