Returns Policy

The PETROLIS COMPANY, by supporting E-Commerce, gives you the opportunity, through the completeness of the descriptions posted on its pages, to enjoy the privilege of direct contact with the products available from your computer screen quickly and easily. In order to highlight the benefits of using the internet in our daily shopping, below are the terms and conditions for returning defective or non-defective products.

Returns of Products due to delivery errors:
In all cases in which products other than those sold are delivered, by type or quantity, or lacking a property that has been previously agreed in writing with the COMPANY, the customer returns the products for inspection and verification of the error. In this case, the costs of returning the products to the company and the costs of reshipment to the customer are borne by the COMPANY as long as the return method proposed by the company is followed.

Returns of defective products:
In case it is determined that the item has a manufacturing defect, if this is confirmed by the authorized repairer who provides the warranty of good functioning or in case the COMPANY itself provides the warranty of good functioning directly, the following applies:

The guarantee is provided for a limited period of time indicated in the detailed characteristics of the product. After the end of this period or repair the replacement of products is possible at an additional charge after a new agreement with the customer.

The return of the product to be replaced should be made with all the documents that accompanied the product and the complete packaging. If it is a defect found later than delivery and the packaging does not exist or if the packaging of the product was received by the distributors upon delivery of the item, the packaging of the product is not required. After the return of the products, the defect reported by the customer is checked and then the customer is contacted to inform him about the results of the check. If the defect is detected, the product is repaired or replaced, otherwise the transaction is cancelled if the product cannot be repaired in a reasonable time and another product of equivalent or better characteristics or equivalent value for replacement cannot be found by the COMPANY. In case of cancellation of the transaction, the refund of the initial purchase is made in the same way as the customer’s initial payment to the COMPANY.

In particular, in case of credit card billing, the COMPANY will be obliged to inform the issuing Bank for the cancellation of the transaction and the bank will then proceed to any action provided for under the contract it has drawn up with the customer without any further liability of the COMPANY. Following this information, the COMPANY bears no responsibility for the time and manner of execution of the offset, which is regulated by the aforementioned contract. In the case of payment by cash, if the customer had chosen the option “pick up from the store”, it will be done by returning the money to him from any store of the COMPANY’s network. In case of payment by bank transfer, a reverse bank transfer will be made from the COMPANY’s accounts to the customer.

In the event that the products are returned damaged or incomplete, the Online Store has the right to request compensation from the customer, the amount of which will be determined by the condition of the products and to proceed unilaterally and without any other means to a total or partial set-off of this claim against the customer. In case of damage/damage of an accessory/accessory/consumable item, the defective part is replaced and not the whole basic product. The accessories of each product have a limited warranty, which may be equal to the duration of the basic product or less. The return of products deemed defective on delivery (DOA) will be accepted within seven (7) calendar days of delivery to the customer. At the same time, the product must be undamaged and have all the original documents that accompanied the product and in full packaging. In such cases the following applies:

The product is received and checked for the detection of the defect reported by the CLIENT. Provided that they have been previously received and checked by the COMPANY, the item will be replaced with a similar new one, or in case of unavailability with another new product of equivalent quality and price, otherwise in case the customer does not want a replacement, the money of the original purchase will be refunded to the customer. The refund is made in the same way in which the customer’s initial payment was made to the COMPANY. In particular, in case of credit card billing, the COMPANY will be obliged to inform the issuing Bank for the cancellation of the transaction and the bank will then proceed to any action provided for under the contract it has drawn up with the customer without any further liability of the COMPANY. Following this information, the COMPANY bears no responsibility for the time and manner of execution of the offset, which is regulated by the aforementioned contract. In the case of payment by cash, if the customer had chosen the option “pick up from the store”, it will be done by returning the money to him from any store of the COMPANY’s network. In case of payment by bank transfer, a reverse bank transfer will be made from the COMPANY’s accounts to the customer. The shipping costs both for the return of the products to the COMPANY and for the reshipment to the CLIENT of the replaced product are borne by the COMPANY. In the event that the products are returned damaged or incomplete, the Online Store has the right to request compensation from the customer, the amount of which will be determined by the condition of the products and to proceed unilaterally and without any other means to a total or partial set-off of this claim against the customer.

In the case of air conditioners, a visit by the technician of the authorized workshop of the supplier company and a written confirmation of the diagnosis of the damage of the device is required, so that the product is considered to be defective at the time of delivery (DOA). Return of non-defective products – Right of unjustified withdrawal by the customer The CUSTOMER has the right to withdraw from the purchase contract within a period of 14 calendar days from the date of conclusion of the service contract (when it is such a contract), or from the delivery (when it is about products) and even more so when there are several products in the same order from the delivery of the latter and when there is an obligation to deliver products at regular intervals from the delivery of the former. This withdrawal is unjustified and without any charge and if the item has already been delivered the customer must return the product exactly as received, with all its parts, the accompanying forms and packaging in perfect condition. The return of the item is accepted only if the buyer has first paid any amount charged by the company for the shipment of the item to him and the shipping costs for the return of the item. The withdrawal statement is made in writing or electronically and the COMPANY is obliged to send a confirmation of receipt of the withdrawal statement as soon as it is received. The consumer must return the product(s) within 14 days from the day he/she notified the company of his/her request for withdrawal, in accordance with the terms of this paragraph. Following the declaration of withdrawal, the COMPANY is obliged to refund the price received within 14 days from the receipt of the products. Delivery shipping costs are not refunded if the customer had chosen a delivery method other than the cheapest standard delivery method offered by COMPANY. The refund to the customer will be made by the same means by which the original collection was made. Specifically, in the case of credit card billing as follows: in the event that until the withdrawal and return of the item the price has been paid to the COMPANY by the Bank, the COMPANY will be obliged to inform the Bank of the cancellation of the transaction and the bank will proceed with any action provided for under the contract it has drawn up with the customer. Following this information, the company bears no responsibility for the time and manner of execution of the offset, which is regulated by the aforementioned contract. In the case of cash payment, if the customer had chosen the option “pickup from the store”, it will be done with a refund to him from the store where he made the receipt of the product. In case of payment by bank transfer, the refund will also be made by bank transfer to the same account of the customer.

The customer is liable to indemnify the company if he has made use other than that necessary to ascertain the nature, characteristics and function of the goods in the period up to the declaration of withdrawal. The determination of the nature, characteristics and functioning of the goods should be made on the basis of the information provided on the outer packaging of each product, as well as the additional information provided by the company and in any case without opening the packaging of the products and putting the goods into operation. The company is willing to inform the customer for any question regarding the nature and function of the products by providing additional information material by electronic or other means. In case of opening the packaging or putting the products into operation, their value is automatically reduced as the product is characterized as used and the customer must compensate the company for the reduction in the value of the product. The reduction in value from the opening of the packaging and consequently from the classification of the product as used is considered on a case-by-case basis and is determined by the company. The COMPANY is entitled to agree with the client on its compensation even with mutual set-off. If the withdrawal concerns the provision of services, the customer must pay an amount proportional to the services provided up to the date of the withdrawal. In the event that the products are returned damaged or incomplete, the Online Store has the right to request compensation from the customer, the amount of which will be determined by the condition of the products and to proceed unilaterally and without any other means to a total or partial set-off of this claim against the customer.