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General terms and conditions of sale

Our terms


1. These terms


1.1 - What these terms cover. The offer and sale of products on the TWINSET Digital Store, www.twinset.com are governed by the following General Terms and Conditions of Sale.

1.2 - Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms or require any changes, please contact us to discuss.


2. Information about us and how to contact us


2.1 - Who we are. We are TWINSET S.p.A. a sole shareholder company registered in Italy. Our registered office is in Carpi (MO), Via Del Commercio 32, our company number is 390497 (Registro delle Imprese di Modena) and our VAT number is 07889180969.

2.2 - General conditions of sale. These general conditions of sale are an integral and essential part of the purchase contract between us and you. Your electronic submission of an order implies full knowledge of these General Conditions of Sale and their full acceptance. If you do not agree with one or more terms contained in these General Conditions of Sale, you are requested to refrain from making purchases via our website.

2.3 - How we may contact you. If we have to contact you we will do so by writing to you at the email address or postal address you provided to us in your order. You can contact us by email at info@twinset.com or telephone at +39 059 91951.

2.4 - "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

2.5 - Minors. It is strictly forbidden for minors to place an order on our website.


3. Our contract with you


3.1 - How we will accept your order. The order procedure is complete when, following your selection of the “purchase” option, an order confirmation is displayed on your account Twinset and sent to you via email. Please be aware that once the order form has been submitted, the order will be sent to TWINSET S.p.A. for processing and cannot be amended or cancelled. The order confirmation sent to you via email shall be considered proof of your acceptance of the provisions of these Terms of Sale, the Privacy Policy and the other information displayed on our website page. The data recorded by TWINSET S.p.A. on its server will be treated as proof that the transaction between you and TWINSET S.p.A. has been completed.

3.2 - If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because a credit reference we have obtained for you does not meet our minimum requirements, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified or when the order is incomplete or incorrect. We also reserve the right to refuse orders from customers with whom there is an existing dispute regarding the payment of a previous order, or when they do not give sufficient guarantees of solvency.

3.3 - Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.


4. Our products


4.1 - Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.

4.2 - Product packaging may vary. The packaging of the product may vary from that shown in images on our website.

4.3 - Making sure your measurements are accurate. If we are making the product to measurements you have given us you are responsible for ensuring that these measurements are correct. You can find information and tips on how to measure on our website or by contacting us.


5. Your rights to make changes


If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8 below).


6. Our rights to make changes


6.1 - More significant changes to the products and these terms. As we informed you in the description of the product on our website, prices of the products may be subject to change, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.

6.2 - Updates to digital content. We may update or require you to update digital content, provided that the digital content shall always match the description of what we provided to you before you bought it.


7. Providing the products


7.1 - Delivery costs. The costs of shipping, transport or other applicable additional costs of delivery will be as displayed to you on our website.

7.2 - Where we will provide the products. The delivery of products is carried out exclusively within the territory of the country as referred to by the local Twinset Digital Store you access for your purchase.

7.3 - Shipping methods. To understand the specific shipping methods of the products, please refer to the "Shipping" section on our website page. The indications contained in this section form an integral and substantial part of these General Conditions of Sale and, therefore, they are deemed to be fully known and accepted at the point the order is transmitted. It is however understood that the delivery and delivery times indicated are purely indicative and that the products will be delivered, at the latest, within 30 days from the completion of the sales contract.

7.4 - We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

7.5 - Confirmation of delivery. Products must be checked by you at the time of delivery to you, to ensure that they correspond to the products you ordered. On delivery you will be required to check the condition of the packaging and whether the correct number of packages have been delivered. Missing items will be re-ordered and damaged/incorrect items will be returned and, subject to these Terms of Sale, replaced and delivered free of charge. You must let us know about any damaged, missing and/or incorrect goods in accordance the present Terms of Sale.

7.6 - What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products. If so, this will have been stated in the description of the products on our website. We may contact you to ask for this information. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.


8. Your right to withdraw from the contract


8.1 - You can always end your contract with us. As a customer you can always end the contract with us without penalties should you change your mind. Such right can be exercised within 14 days of the day the products were received.

8.2 - Defective products. If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see clause 10.


9. How to withdraw from the contract with us


9.1 - Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:

(a) E-mail: email us at weborders@twinset.com including details of what you bought, when you ordered or received it and your name and address;

(b) Online: complete the form on our website.

9.2 - Returning products after ending the contract. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract. The deadline is considered as met if you send back the goods before the end of the 14 day period.

9.3 - When we will pay the costs of return. The shipping costs related to the return of the Products will be met by us if you use the pre-printed sticker included within the original package. This procedure allows us to directly bear the costs of returning to the courier and to track the package. If you decide to use a different courier for the return of the products, the shipping costs will be at your cost and includes responsibility for loss or damage of the products.

9.4 - No reimbursement for additional costs. We are not obliged to reimburse the potential delivery costs you've incurred when purchasing the item, as well as the additional costs you've incurred if you have chosen the COD method.

9.5 - Decrease in value of the products. As a customer you will be responsible for the decrease in value of the products purchased on TWINSET Digital Store arising from use of these products other than that necessary to check their nature, characteristic and function. Should you exercise your right to withdrawal, TWINSET, has the right not to accept the return or not fully refund the sums paid, for products that do not have the relevant tickets, have been altered in their essential and quality characteristics or that have been damaged.

9.6 - Checks on compliance. After the return of the products, TWINSET will carry out checks on their compliance with the conditions and terms indicated in this section.

9.7 How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below. For legal reasons, we cannot refund on a credit card different from the one used for the purchase, except in the case in which the credit card itself has expired. In this instance please send an email to weborders@twinset.com to arrange the most appropriate repayment method.

9.8 - When your refund will be made. We will make any refunds due to you as soon as possible and in any case no later than 14 days starting from the day on which you notified TWINSET of your decision to end the contract with us. We may withhold the refund until we have received the products or until you have demonstrated that you have returned the products depending on which scenario occurs first.


10. If there is a problem with the product


10.1 - How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can email our customer service team weborders@twinset.com.

10.2 - Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. Nothing in these terms will affect your legal rights.

10.3 - Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection.


11. Price and payment


11.1 - Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 11.2 for what happens if we discover an error in the price of the product you order. Prices include any other tax that may be applicable in connection with the sale but do not include local customs duties, import taxes, taxes and customs brokerage fees. In fact, for certain destinations, upon arrival at the border of your country the contents of the order may be subject to customs duties (which may include taxes, duties, management fees, remuneration of customs brokers, etc.), the payment of which is at your expense, as the recipient of the order. We do not have the ability to calculate these customs duties in advance, therefore we advise you to contact the relevant local authorities or the local customs office for detailed information before placing your order.

11.2 - What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order, however any obvious price error stated on the website, compared to the commonly known price of the selected product, entitles us not to confirm the shipment and proceed with an immediate refund. A refund will be given to the value of the purchase price paid with no entitlement to oppose this.

11.3 - When you must pay and how you must pay. We accept all payments indicated in the "Payments" section displayed on our website page. Indications contained in this section form an integral and substantial part of these General Conditions of Sale and, therefore, they are deemed to be fully known and accepted at the point the order is placed. The payment services available do not however have different or additional costs, except for the COD method (see clause 11.6).

11.4 - Payment by credit cards. In the case of payment by credit card, the payment procedure will take place via a secure connection directly connected to the relevant bank and operator of the online payment service, to which we cannot access. In particular, the financial information (for example, the credit / debit card number or the date of its expiry) will be forwarded, via encrypted protocol, to Banca Sella or to other banks, which provide the related remote electronic payment services, without any third party having access to it, in any way. Furthermore, such information will never be used and/or stored in any format (including electronic format) by us. The validity of the card could be verified through a pre-authorisation payment. This authorisation is not a charge. The charge on your credit card occurs at the time of shipment of the purchased product. Your right as a customer to have your payment re-credited in the case of default by the Seller or failure to execute the contract for any reason is not affected.

11.5 - PayPal payment. Selecting to pay by PayPal method, you will be redirected to the www.paypal.com website where you will make the payment for the products, according to the procedure established and regulated by PayPal, and the terms and conditions agreed between you and PayPal. The data entered on the PayPal site will be processed directly by the latter and will not be transmitted or shared with us. We are therefore not in a position to know and does not store in any way the data of the credit card connected to your PayPal account or the data of any other payment facility connected to that account. The total amount due will be debited from PayPal at the completion of the online order. In the event of termination of the purchase contract and in any other event of reimbursement, for whatever reason, the amount of the reimbursement in your favour will be credited to your PayPal account. The credit times on the payment linked to this account depend exclusively on PayPal and the banking system. Once a credit has been sent to your account, we cannot be held responsible for any delays or omissions in the credit of the refund amount. In order to contest this, you need to contact PayPal directly.

11.6 - COD method. For certain destinations, we also provide a cash payment service on delivery (COD), with an additional cost that is expressly indicated before completion of the order, on the payment page corresponding to the "COD" icon. This in any event, never exceeds the actual cost incurred by us to offer this service. If you decide to use this service, our selected courier will collect the amounts relating to the order on our behalf. At the time of delivery it will be necessary to have the exact amount in cash, as indicated in the confirmation of shipment email. The courier cannot give change and does not accept cheques. This method of payment is allowed for orders that do not exceed the total amount of €2999.99 per recipient. Before choosing COD as a payment service, you must accept that the additional cost associated with this service will not be reimbursed should you choose to return products purchased using this method.

11.7 - What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.

11.8 - Legitimate use. You are solely responsible for the data entered and therefore guarantee to use only credit cards for which you have legitimate use.


12. Our responsibility for loss or damage suffered by you


12.1 - No responsibility. We assume no responsibility for the service interruptions due to force majeure such as, accidents, explosions, fires, strikes and/or walkouts, earthquakes, floods and other similar events that prevented, in whole or in part, the execution of the contract within the agreed time frame. We will not be liable to any party or third parties regarding damages, losses and costs incurred as a result of the failure to execute the contract for the reasons mentioned above, but you are entitled (only) to the refund for the price paid. We also are not responsible for any fraudulent or illegal use that may be made by third parties, credit cards, cheques and other means of payment, upon payment of the purchased products (we, at no time during the purchase process is able to know your credit card number because we cannot open a secure connection, as it is transmitted directly to the banking service).


13. How we may use your personal information


13.1 - Data entered. The data entered during the purchase must be exclusively personal and genuine data and not of third parties, or fantasy. We reserve the right to prosecute any violation or abuse, in the interest and for the protection of consumers. You release us from any liability arising from the issue of incorrect tax documents due to errors in the data provided by you, as you are solely responsible for the correct entry.

13.2 - How we may use your personal information. We will only use your personal information as set out in our privacy policy.


14. Applicable law and jurisdiction


14.1 - Which laws apply to this contract. These Terms of Sale are governed by Italian law, with particular reference to the Consumer Code (Legislative Decree No. 206 of 6 September 2005 and Legislative Decree No. 70 of 9 April 2003 (E-commerce regulation), without prejudice to any other regulation prevailing in the usual country of residence of the Consumer making the purchase. Any dispute will be submitted to the exclusive jurisdiction of the competent court of the place where the Consumer is domiciled or resident or, at the Consumer’s choice, the Italian Court of Milan or England and Wales.

14.2 - Alternative Dispute resolution for Italian consumers. In the event of disputes arising from these General Conditions of Sale between TWINSET and Italian customers, we undertake to attempt to reach an amicable settlement through the RisolviOnline conciliation service, an independent settlement service provided by the Board of Arbitration of the Chamber of Commerce of Milan, which provides the possibility to reach a satisfactory agreement, with the assistance of an impartial and expert Arbitrator, in an amicable and secure manner on the internet. For further information on the RisolviOnline regulations or to submit a settlement request, please visit the website at www.risolvionline.com.

14.3 - Online dispute resolution for European consumers. We also inform our European consumers that in order to settle a dispute generated by a contract of sale finalised online out of court, and without prejudice to the consumer's right to access the protection of the judiciary system, is it possible to submit an online claim on the European platform for online dispute resolution (ODR), in compliance with the provisions of Legislative Decree No. 130 of 6 August 2015 and (EU) Regulation No. 524/2013 of the European Parliament and Council of 21 May 2013 regarding the resolution of online consumer disputes. Online dispute resolution for United Kingdom consumers. We also inform our UK customers that in order to settle a dispute generated by a contract of sale finalised online out of court, and without prejudice to the consumer's right to access the protection of the judiciary system, is it possible to submit an online request to us for Arbitration under the jurisdiction of England and Wales.


15. Other important terms


15.1 - Changes and updates. TWINSET reserves the right to modify our TWINSET Digital Store, the policies and these General Conditions of Sale, from time to time, to offer new products or services, or to comply with legal or regulatory provisions. By accessing our Digital Store and submitting an order you will adhere to the policies and terms of the General Conditions of sale from the point the order is placed, unless there are retrospective changes to applicable law (in this instance, this will apply to the orders you have previously made). If any provision of these Conditions is held to be invalid, null or for any reason unenforceable, this condition will not affect the validity and effectiveness of the other provisions.

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