Terms & Conditions

Last updated on May 29, 2023

INITIAL PROVISIONS

-1. In accordance with the commercial terms and conditions stated here, we define the relationship between the company ArrowBrands Italia s.r.l., with its registered office at Via Santa Maria La Carità, 65 - 84018 Scafati (SA), REA number: SA-485794, as the seller and operator of the e-shop available at www.arrowb2b.it, and our customer, with whom we enter into a purchase contract.
-2. We apply the same criteria to all our customers and provide them with the same benefits, regardless of whether they are consumers or not. Therefore, the rules set forth in the commercial terms and conditions apply to all our customers.
-3. These terms and conditions primarily concern the purchase of goods from our e-shop and, consequently, shall apply to the purchase of goods made through both the customer service and at one of our non-virtual retail stores.

CONCLUSION OF A PURCHASE CONTRACT

-1. It is possible to enter into a distance purchase contract with us through the e-shop or our dedicated customer line, or in person by visiting one of our stores.
-2. In the case of a distance purchase contract, the order placed by submitting the order on the website or by calling the customer service will be considered a proposal for a purchase contract. The order will remain valid for a period of seven (7) days, and we will confirm its receipt by email. The purchase contract will be concluded upon our acceptance of the proposal, expressed by shipping the ordered goods. We will inform the customer about the shipment of the goods via email.
-3. We provide goods only in the usual quantity for household consumption. In specific cases (especially in the event of discounts and clearance sales), we reserve the right to establish a maximum limit for the quantity that can be purchased.
-4. By clicking 'Order,' the order is sent to the online store. The text of the sales conditions, along with the orders, is stored for 6 years. In case of incorrect order placement, it is possible to modify it through the order form or the customer account.

WITHDRAWAL WITHOUT INDICATION OF REASONS

-1. The law provides the customer with the right to withdraw from a contract concluded online or over the phone without specifying any reasons, within fourteen (14) days from the delivery of the goods. At our company, every buyer has the right to withdraw from the contract without providing any reasons within fourteen (14) days from the delivery of the goods.
-2. If the customer intends to exercise this right, they must communicate their decision to withdraw from the contract within the aforementioned time limit. The best way to do this is by contacting us at [email protected] or by calling the number +39 3339337638. It is also possible to use the withdrawal form, which can be downloaded here.
-3. In the event of withdrawal from the contract, we will refund the purchase price of the goods to the customer. The amount of the refund, whatever it may be, will be reimbursed without undue delay, within fourteen (14) days from the date of withdrawal. However, the law allows us to wait for the return of the goods before making the payment. For the refund, we will use the same method used by the customer for the payment of the purchase price, unless otherwise agreed.
-4. The customer must return the goods without undue delay, within fourteen (14) days from the date of withdrawal, by sending them to Arrow Brands srl C/O FERMO DEPOSITO Via Casa Iovine, 8, Sant'Antonio Abate, NA. If, in relation to the conclusion of the contract, the seller sends an additional product (gift) to the customer free of charge, the customer is required to return that gift as well. In such a case, the customer will bear the expenses related to the return of the products.
-5. Please note that, according to the law, the customer will be held liable for any reduction in the value of the goods resulting from handling of the goods that goes beyond what is necessary to establish their nature, characteristics, and functioning (for example, if a perfume is used even after it has been tested). It is also reminded that the customer does not have the right to withdraw from the contract in the case of products that are specially manufactured according to the customer's requirements or personalized products (e.g., packages with customized engravings), as well as goods that, for hygiene reasons, cannot be reinserted into their respective packaging after being removed (e.g., opened cosmetic preparations and other products that come into direct contact with the skin).

COMPLAINTS

Products will be considered defective, in particular, when they do not have the usual properties or characteristics as indicated in the presentation, do not serve their intended purpose, are not in compliance with regulatory requirements, or have not been delivered in the agreed quantity. Please note that increased sensitivity or an allergic reaction to the delivered products cannot be considered defects in themselves. Similarly, any imperfections in the complimentary items and other services we provide free of charge and in addition to the order do not constitute defects. The product images published on our e-shop are for illustrative purposes only and do not constitute a binding representation of their properties (e.g., the packaging may differ due to changes made by the manufacturer).
We will be happy to address any questions regarding complaints at [email protected] or by calling the number +39 3339337638. Please send the goods subject to complaint to the address Arrow Brands srl C/O FERMO DEPOSITO Via Casa Iovine, 8, Sant'Antonio Abate, NA, accompanied by the completed complaint form, which can be found here. It is also possible to submit a complaint directly at our stores. If you complete the form without the assistance of our staff, please remember to indicate the observed defect or how it manifested itself, along with the chosen method for handling the complaint.
We will inform the customer via email or SMS regarding the progress of the complaint, particularly its receipt, as well as any acceptance or denial. The customer may also be contacted by phone.
A decision on the complaint will be made promptly. The complaint process will not exceed thirty (30) days; otherwise, the customer will have the right to withdraw from the purchase contract. To meet these deadlines, the customer's cooperation is essential.
If a complaint is justified, we will bear the expenses related to the return of the products.

PAYMENT AND SHIPPING METHOD

-1. You can select the payment and shipping method by choosing from the options provided. Before shipping the order, we will inform the customer of the selected payment and shipping method, along with their respective costs.
-2. The available payment and shipping methods can be found here.
-3. The indicated shipping times are approximate and based on the estimated delivery times of the couriers.
-4. In some specific cases, we reserve the right to offer free shipping.

GENERAL INFORMATION

-1. In accordance with the law on sales registration, the seller is obliged to issue a receipt to the customer and register the online sale with the tax authority in case of technical failure within forty-eight (48) hours.
-2. For any disputes that may arise in connection with this contract, users may activate an extrajudicial dispute resolution procedure in accordance with the requirements of articles 141 et seq. of the Consumer Code. If the user activates the aforementioned procedure, participation in an attempt at amicable settlement is guaranteed, which the user can initiate before RisolviOnline, an independent and institutional service provided by the Arbitration Chamber of the Milan Chamber of Commerce. The user also has the right to avail themselves of the online dispute resolution procedure available at [website].
-3. The contract will be concluded in Italian and will be governed by Italian legislation.
-4. All prices for products and services are already inclusive of the applicable VAT at the time of order shipment. In the event of changes in the VAT rate before the completion of the purchase contract or before the shipment of the goods, the customer will be required to pay any resulting differences (taking into account the selected payment method). Conversely, the seller undertakes to promptly request payment instructions from the customer via email in order to refund any excess differences compared to the originally paid purchase price.
-5. By placing the order, you agree to receive the fiscal document in electronic format. The fiscal document will be sent together with the email related to the order shipment. However, if you wish to receive the fiscal document in paper format, please send us a message, and the fiscal document will be sent to you along with the goods.
-6. All prices, including discounted prices, are valid until further notice or while supplies last.