Withdrawal and Returns Policy

Last updated: 24 July 2026

1. Statutory right of withdrawal

A consumer who enters into a distance purchase contract has the right to withdraw from the contract, without providing any reason, within 14 days.

The withdrawal period expires 14 days after the day on which the consumer, or a third party other than the carrier and indicated by the consumer, acquires physical possession of the product.

In the case of:

• several products ordered in a single order and delivered separately, the period begins on the day the last product is delivered;
• a product consisting of multiple lots or pieces delivered separately, the period begins on the day the last lot or piece is delivered;
• periodic delivery of products over a defined period, the period begins on the day the first product is delivered.

The statutory right of withdrawal applies exclusively to consumers, meaning natural persons purchasing for purposes unrelated to their business, commercial, craft or professional activity.

2. Sirge commercial extension up to 30 days

In addition to the minimum period provided by law, Sirge voluntarily grants consumers the possibility to notify their withdrawal within 30 days from delivery of the product.

The extension from the fifteenth to the thirtieth day is an additional commercial benefit offered by Sirge and does not limit, replace or modify in any way the statutory right of withdrawal or any other rights granted to consumers under applicable law.

Unless otherwise stated in this Policy, returns notified within the 30-day commercial period are subject to the same operational procedures applicable to the statutory right of withdrawal.

3. How to exercise the right of withdrawal

To exercise the right of withdrawal, the consumer must notify us of their decision by means of a clear and unequivocal statement.

The notice may be sent:

• by email to resi@elettrodomestici-sirge.it ;
• by letter addressed to: S.A.C. Rappresentanze di De Pace Domenico & C. S.a.s., Via Einstein 28, 10051 Avigliana (TO), Italy;
• by using the model withdrawal form provided at the end of this page, although use of the form is not mandatory.

To allow us to process the request quickly, we recommend including:

• the purchaser's first and last name;
• the order number;
• the date on which the product was received;
• the product or products to be returned;
• the email address or contact details used for the order.

The consumer is not required to provide a reason for withdrawal. It is also not necessary to send a registered letter, obtain prior authorisation or use any specific wording.

After receiving the notice, our Customer Service will provide the operational instructions and, where available, a return case reference number.

4. Return of products

The consumer must return the products without undue delay and, in any event, within 14 days from the date on which the withdrawal was notified.

The return must be sent to:

The deadline is met if the product is handed over to the carrier or postal service before the expiry of the 14-day period.

Consumers are advised to retain the shipping receipt and tracking number until the refund process has been completed.

The consumer may freely choose the carrier, unless Sirge offers its own collection service or provides specific instructions agreed with the customer.

5. Return costs

The direct costs of returning the product are borne by the consumer, unless:

• Sirge has expressly agreed to bear them;
• a free collection has been agreed;
• the product is defective, damaged, non-conforming or different from the product ordered;
• applicable law provides otherwise.

Where Sirge arranges collection, at the customer's request, of a product returned because of a change of mind, any cost of the service will be communicated and accepted before collection is booked.

For products which, due to their nature, dimensions or weight, cannot normally be returned by post, the cost will depend on the carrier, collection location, weight and dimensions of the parcel. An estimate of the relevant cost will be provided before collection is agreed.

6. Condition of returned products

During the withdrawal period, the consumer may inspect and test the product only to the extent necessary to establish its nature, characteristics and functioning, in the same way as would normally be permitted in a shop.

The product should, where possible, be returned complete with:

• accessories;
• components;
• manuals and documentation;
• any free gifts supplied with the purchase;
• the original packaging and any available protective materials.

The original packaging should preferably be placed inside additional protective packaging. Labels, writing or adhesive tape should not be applied directly to the original retail packaging.

Missing or damaged original packaging does not automatically result in loss of the statutory right of withdrawal. However, any actual reduction in the value of the product may be assessed.

Before returning the product, the consumer is advised to remove any personal data, accounts, passwords, memory cards or external devices contained in or connected to the product, where applicable.

7. Reduction in the value of the product

The consumer is liable only for any reduction in the value of the product resulting from handling other than what is necessary to establish its nature, characteristics and functioning.

By way of example, a reduction in value may arise in the event of:

• prolonged use or use exceeding a normal test;
• clear signs of use, wear, impact, scratches or dirt;
• missing components, accessories or documentation;
• damage resulting from assembly, installation or use not necessary for inspection;
• alteration, modification or tampering with the product.

No automatic deductions or predetermined percentages will be applied. Any reduction in the refund will be proportionate to the actual reduction in value found and will be communicated to the consumer.

Where the reduction in value is such that the product can no longer be sold as new, the refund may be reduced accordingly, in compliance with applicable law.

8. Refunds

Where the statutory right of withdrawal is validly exercised, all payments received in relation to the returned products will be refunded, including the initial delivery costs corresponding to the least expensive standard delivery method offered at the time of the order.

Any additional costs resulting from the consumer's choice of a delivery method more expensive than the standard delivery method offered will not be refunded.

The refund will be made without undue delay and, in any event, within 14 days from the day on which Sirge is informed of the consumer's decision to withdraw.

Sirge may withhold the refund until the returned products have been received or until the consumer provides evidence that they have been sent back, whichever occurs first.

The refund will be made using the same payment method used for the initial transaction, unless the consumer has expressly agreed to another method. In any event, the consumer will not incur any additional fees as a result of the refund.

In the event of a partial withdrawal, only the returned products will be refunded. Initial delivery costs will be refunded only where and to the extent required by applicable law, taking into account the products not returned and the conditions of the order.

Any discount vouchers, promotions, free gifts or commercial conditions linked to a minimum order value may be recalculated where, as a result of a partial withdrawal, the relevant requirements are no longer met.

9. Exceptions to the right of withdrawal

The right of withdrawal is excluded in the cases provided for by applicable law. In particular, unless otherwise required by mandatory law, it may not be exercised in relation to:

• products made to the consumer's specifications or clearly personalised;
• products liable to deteriorate or expire rapidly;
• sealed products which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery;
• products which, after delivery, have become inseparably mixed with other goods;
• sealed audio or video recordings or sealed computer software which have been unsealed after delivery;
• digital content not supplied on a tangible medium where performance has begun with the consumer's prior express consent and acknowledgement that the right of withdrawal would thereby be lost, where provided by law.

Opening the ordinary packaging of a household appliance does not, in itself, exclude the right of withdrawal. The rules concerning liability for any reduction in value remain applicable.

10. Defective, damaged or non-conforming products

Withdrawal due to a change of mind must not be confused with the rights granted to consumers where a product is:

• defective or not functioning;
• damaged during transport;
• different from the product ordered;
• incomplete or missing essential components;
• not compliant with the description or declared characteristics.

In these cases, the consumer is advised to contact Customer Support promptly, providing the order number, a description of the problem and, where useful, photographs or videos.

Where the statutory legal guarantee of conformity applies, the costs necessary to bring the product into conformity, including any transport costs, will not be borne by the consumer.

For further information, please refer to the “Legal Guarantee and Customer Support” page available on the website.

11. Transport damage

At the time of delivery, the customer is advised to inspect the external condition of the parcel and verify the number of packages received.

Where the packaging is visibly damaged, crushed, open, wet or tampered with, it is advisable to accept delivery subject to a specific reservation, clearly describing the damage on the carrier's delivery document.

Failure to make a reservation does not automatically remove the consumer's mandatory rights, but prompt notification may facilitate verification of the damage and management of the claim with the carrier.

Consumers are advised to photograph the packaging before opening it and to retain the parcel, internal protective materials and shipping labels until the claim has been completed.

12. Purchases made through marketplaces

For products purchased through marketplaces or third-party platforms, such as Amazon, eBay, Kaufland, Carrefour, Conforama, Metro, Fnac, Darty, Cdiscount or other platforms, the withdrawal request should normally be initiated through the account used for the purchase and in accordance with the marketplace procedure.

The operational conditions, return labels and additional commercial terms of the marketplace may differ from those applicable to orders placed directly through elettrodomestici-sirge.it.

The consumer's mandatory rights under applicable law and the responsibilities of the party identified as the seller in the order or invoice remain unaffected.

13. Professional and B2B purchases

The right of withdrawal granted to consumers does not apply to purchases made by businesses, professionals, organisations, associations or other parties for purposes connected with their professional or business activity.

For B2B purchases, any possibility of return must be agreed in writing with Sirge in advance and is subject to the commercial conditions applicable to the specific order, contract or marketplace.

The issuing of an invoice containing a VAT number does not automatically determine the professional nature of the purchase: the status of the purchaser and the actual purpose of the contract will be considered in accordance with applicable law.

14. Model withdrawal form

Consumers may use the following form, although its use is not mandatory:

15. Contact details

For enquiries relating to withdrawals and returns:

This Policy must be interpreted in accordance with the mandatory laws applicable to the consumer. Where any provision grants the consumer more favourable protection, that provision shall prevail over the conditions stated on this page.