Refund policy

Right of withdrawal and returns

This page explains who may withdraw from a purchase made on Videosell, by when, how to notify it, how to return the goods and how the refund is made, under Articles 52-59 of the Italian Consumer Code. Damage in delivery and faulty products fall instead under the legal guarantee, described at the end.

Who may withdraw

The right of withdrawal belongs to the consumer, that is the natural person who buys for purposes outside their trade, business, craft or profession (Art. 3 Consumer Code). It does not belong to those who buy with a VAT number or on behalf of a company.

Time limit

You may withdraw from the contract without giving any reason within 14 days from the day on which you, or a third party indicated by you other than the carrier, acquire physical possession of the goods. If you ordered several goods delivered separately, the 14 days run from the delivery of the last item.

How to notify the withdrawal

To exercise the right of withdrawal you must inform us of your decision before the deadline, by an unequivocal statement sent to:

  • BVM Computers S.r.l. – Videosell, Via Carlo Porta 3, 20090 Trezzano sul Naviglio (MI), Italy
  • email: servizioclienti@videosell.it
  • telephone: +39 02 4450072

You may use the model withdrawal form (optional, PDF to fill in) or write to us freely. We will confirm receipt by email, with a return authorisation number (RMA) and the instructions for the return.

Returning the goods

You must send back the goods without undue delay and in any event within 14 days from the day on which you notified us of your withdrawal, to: BVM Computers S.r.l., Via Carlo Porta 3, 20090 Trezzano sul Naviglio (MI), Italy. The deadline is met if you send the goods before it expires.

  • Place the product's original box inside an outer shipping carton and write the RMA number only on the carton, or on a sheet fixed with adhesive tape. Do not write on or apply labels to the original box: it is part of the product, and marks or labels reduce its value.
  • Return the product complete with accessories, manuals, cables and the intact original packaging, properly protected for transport. For our products the original packaging is an integral part of the product: if it is missing or damaged, the product cannot be resold as new and this is a diminished value that we may deduct from the refund (Art. 57(2) Consumer Code).
  • The direct cost of returning the goods is borne by you. For goods that cannot be returned by post because of their size or weight (floorstanding speakers, subwoofers, furniture, screens), the indicative cost of the return from mainland Italy, on a pallet, is between 150 € and 250 € depending on weight.
  • We recommend a tracked and insured shipment for the value of the product: until delivery to us, the risk of loss or damage during the return transport is yours.
  • We recommend photographing the product, the accessories and the packaging before closing, and the closed and labelled parcel: the photos protect you in case of disputes with the carrier.

Refund

We will refund all payments received, including the delivery costs you paid to receive the order, if you return the whole order; in case of partial withdrawal we refund the value of the returned products only, without undue delay and in any event within 14 days from the day on which we are informed of your withdrawal. We do not arrange collection: the return is at your care and expense, as indicated above.

  • The refund is made using the same means of payment used for the purchase, unless expressly agreed otherwise with you; you will not incur any fees for the refund.
  • We may withhold the refund until we have received the goods back or until you have supplied evidence of having sent them, whichever is earlier. On receipt we check the product and release the refund on the outcome of the check, within one week of receiving the parcel.
  • On receipt we inspect and test the product and check that it matches, serial number included, the one we delivered to you. If the returned product is not the one sold (different serial number, replaced or missing components), the purchased item has not been returned: we do not proceed with the refund, we inform you with photographic documentation and we keep the product received at your disposal.

Condition of the returned product

You may handle the product only to the extent necessary to establish its nature, characteristics and functioning, as you would in a shop. You are liable for any diminished value of the goods resulting from handling other than this, including the absence or damage of the original packaging, assessed case by case. In that case we may deduct from the refund an amount equal to the diminished value established, which we will communicate to you with the reasons and photographic documentation.

Exclusions (Art. 59 Consumer Code)

The right of withdrawal does not apply to:

  • goods made to measure or clearly personalised (for example furniture, equipment cabinets, frames, screens or cables made to the customer's specification);
  • sealed audio or video recordings (Blu-ray, CD, vinyl, including Visions of Sound records) unsealed after delivery;
  • sealed goods which are not suitable for return for health protection or hygiene reasons and were unsealed after delivery (for example in-ear earphones);
  • digital content not supplied on a tangible medium (for example software licences such as Dirac Live), if performance has begun with your express consent and your acknowledgement that you thereby lose the right of withdrawal.

Legal guarantee

Withdrawal is different from the legal guarantee of conformity (Art. 128 and following, Consumer Code). If the product arrives damaged or has a defect, contact us at servizioclienti@videosell.it: the legal guarantee applies regardless of the withdrawal and its deadlines.