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Refund policy

1. Scope of Application

This policy applies to all sales made by SARTEX SRL via the website www.sartex.eu or direct channels. As our service is reserved exclusively for Business Customers (companies, retailers, wholesalers with a VAT number), the unconditional Right of Withdrawal provided for by the Consumer Code (Legislative Decree 206/2005) for private consumers does not apply.

We do not accept returns due to a ‘change of mind’ or exchanges of goods that have not been agreed in advance and authorised by management.

2. Returns due to Defects or Non-Conformity

SARTEX guarantees the quality of its products. However, should the Customer find:

  • Manufacturing defects;

  • Damaged products (not attributable to transport, see the Shipping section);

  • Discrepancies between the confirmed order and the goods received (e.g. incorrect item);

The Customer is required to report the issue within and no later than 8 days from the date of receipt of the goods.

3. Return Request Procedure

To initiate a return, the Customer must send a written notification to sartex@sartex.eu stating:

  1. Order Confirmation number or the relevant Invoice/Delivery Note number.

  2. Code and quantity of the disputed items.

  3. Detailed description of the defect or non-conformity.

  4. Attached photographs clearly showing the problem.

Important: No goods may be returned without prior written Return Authorisation from SARTEX.

4. Conditions of Returned Goods

Goods authorised for return must be returned:

  • In their original packaging (if available) and complete with all parts.

  • Properly packaged to prevent damage during return transport.

The shipping costs for returning the goods are:

  • Paid by SARTEX: In the event of an error on our part (wrong item) or a confirmed manufacturing defect.

  • Paid by the Customer: In all other cases (e.g. ordering errors on the part of the customer).

5. Refund Methods

As the website does not handle automatic transactions (credit cards/PayPal), the "refund" will be processed in one of the following ways, agreed with the Customer:

  1. Replacement: New goods will be sent to replace the faulty items in the next available order.

  2. Credit Note: Issuance of a credit note for a partial or full reversal of the invoice, the amount of which may be deducted from subsequent payments or refunded via bank transfer.

No cash refunds will be made.

6. Returns Address

Once authorisation has been received, the goods must be sent to:

SARTEX SRL Via delle Gallarane 10/12 22046 Merone (CO) Italy