Return Policy and Right of Withdrawal
Seller:
The-ma S.p.A., Viale L. Zanussi 6/C 33170 Pordenone (PN), VAT No. IT 02506991203, e-mail
[email protected], tel. +39 366 6511908.
«Tapes Point» is the trademark under which The-ma S.p.A. operates on the website
www.tapespoint.it; The-ma S.p.A. is the sole contractual counterparty of the Customer.
Last updated: 25/09/2026. Version 2.1
1. Scope of Application and Definitions
This Policy governs the return of products purchased on the website and distinguishes between two
categories of Customers:
Consumer: any natural person acting for purposes unrelated to any entrepreneurial, commercial, craft, or professional activity carried out (Art. 3, paragraph 1, letter a, Legislative Decree 206/2005, "Consumer Code"). Sections 2 and 3 apply to Consumers.
Professional Customer (B2B): any natural or legal person acting in the exercise of their entrepreneurial, commercial, craft, or professional activity, including through an intermediary. Section 4 applies to Professional Customers.
Qualification depends on the purpose of the purchase. The provision of a VAT number during the order process constitutes a declaration by the Customer that they are acting in the exercise of their business activity: in such cases, the provisions of the Consumer Code—and with them, the right of withdrawal—do not apply.
International orders (defined as any order to be delivered outside Italian territory) on our website are accepted exclusively on a B2B basis, requiring the mandatory entry of a valid VAT number.
International orders placed by private individual consumers are not accepted. Therefore, for all international orders, see Section 4.
2. B2C Customers (Consumers) – Right of Withdrawal
2.1 Time Limit
The Consumer has the right to withdraw from the contract without giving any reason and without penalty within 14 days. The period expires 14 days from the day on which the Consumer, or a third party other than the carrier and designated by the Consumer, acquires physical possession of the goods. In the case of multiple goods ordered in one order and delivered separately, the period
expires from the delivery of the last item; in the case of a good consisting of multiple lots or pieces, from the delivery of the last lot or piece (Art. 52, paragraph 2 of the Consumer Code).
2.2 How to Exercise the Right of Withdrawal
The Consumer may exercise the right of withdrawal, at their choice:
a) via the online withdrawal function on the website, at the link present in the Right of Withdrawal section for the entire duration of the withdrawal period, pursuant to Art. 54-bis of the Consumer Code;
b) by means of any other explicit statement declaring their decision to withdraw, sent to [email protected].
After receiving the statement, the Seller will transmit to the Consumer, without undue delay and on a durable medium, confirmation of receipt of the withdrawal, indicating its content, as well as the date and time of receipt.
2.3 Return of Products
The Consumer must send back the goods within 14 days from the date on which they communicated their decision to withdraw. The deadline is met if the goods are handed over to the carrier before the period has expired.
The direct costs of returning the goods shall be borne by the Consumer, who is informed prior to placing the order.
The Consumer is solely liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods (Art. 57, paragraph 2 of the Consumer Code). It is therefore recommended to return the products complete with all their parts, accessories, and documentation, and, where possible, in their original packaging.
2.4 Refund
The Seller shall refund all payments received from the Consumer, including delivery costs, without undue delay and in any event within 14 days from the day on which it was informed of the decision to withdraw (Art. 56, paragraph 1 of the Consumer Code).
The refund will be issued using the same payment method used for the initial transaction, unless expressly agreed otherwise and provided that the Consumer does not incur any fees as a result.
The Seller may withhold the refund until it has received the goods back or until the Consumer has supplied proof of having sent back the goods, whichever is earliest (Art. 56, paragraph 3).
Supplementary costs resulting from the choice of a type of delivery other than the least expensive type of standard delivery offered by the Seller shall not be refunded (Art. 56, paragraph 2).
2.5 Exceptions
Pursuant to Art. 59 of the Consumer Code, the right of withdrawal does not apply, among other things, to:
a) goods made to bespoke specifications or clearly personalized, including products cut, printed, or processed according to instructions provided by the Customer;
b) sealed goods that are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery;
c) goods which, after delivery, according to their nature, are inseparably mixed with other items.
3. Legal Guarantee of Conformity (Consumers)
Products sold to Consumers are covered by the legal guarantee of conformity provided for by Articles 128 et seq. of the Consumer Code, for defects that manifest within two years from delivery.
There is no forfeiture deadline for reporting the defect; legal action prescribes within twenty-six months from delivery.
Any lack of conformity manifesting within one year from delivery shall be presumed to have existed at the time of delivery, unless proven otherwise.
In the event of a lack of conformity, the Consumer is entitled, free of charge, to have the goods brought into conformity through repair or replacement, at their choice, unless the requested remedy is impossible or imposes disproportionate costs on the Seller. In the cases provided for under Art.
135-bis of the Consumer Code, the Consumer is also entitled to a proportional reduction in price or termination of the contract.
Defects may be reported to [email protected] or by calling +39 366 6511908; the Seller will arrange the return procedure with the Consumer, which will be carried out at no cost to the Consumer.
It is recommended to check the condition of the package upon delivery and to enter a specific reservation on the carrier's delivery note if the packaging is damaged or tampered with; this reservation facilitates claim processing but does not affect the statutory rights granted to the Consumer.
4. B2B Customers (Businesses and Professionals with VAT Number)
4.1 Exclusion of the Right of Withdrawal
The right of withdrawal set forth in Articles 52 et seq. of the Consumer Code is reserved exclusively for Consumers and does not apply to purchases made by Professional Customers.
Therefore, returns for change of mind are not permitted.
4.2 Damaged, Defective, or Non-Conforming Products
Professional Customers must inspect the goods upon receipt.
Defects must be reported, under penalty of forfeiture, within 8 days of delivery if apparent, or within 8 days of discovery if hidden (Art. 1495 of the Italian Civil Code), by writing to [email protected] or calling +39 366 6511908, specifying the order or shipping document number and attaching photographic documentation. Action prescribes in any case within one year from delivery.
Upon acknowledgment of the non-conformity, the Seller will, at its discretion, replace the item with an identical or equivalent product or repair it, bearing all collection and redelivery costs. If the product is unavailable, the Seller will issue a credit note or refund the price paid using the original payment method.
Except in cases of willful misconduct or gross negligence, the Seller's liability toward the Professional Customer is limited to the value of the non-conforming products, excluding indirect damages, loss of profit, and production downtime.
4.3 Applicable Law and Jurisdiction
For anything not expressly provided for, the provisions of the Italian Civil Code regarding sales between professionals shall apply.
For disputes involving Professional Customers, the Court of Pordenone shall have exclusive jurisdiction. For Consumers, the mandatory jurisdiction of the court of the place of residence or domicile of the Consumer remains unchanged (Art. 66-bis of the Consumer Code).
The clauses set forth in points 4.2 (forfeiture and limitation of liability) and 4.3 (jurisdiction) must be specifically approved by the Professional Customer pursuant to Articles 1341 and 1342 of the Italian Civil Code through a separate and specific acceptance during registration or ordering.
Customer Service
For any clarification or information regarding return procedures, you can contact Customer Service
at +39 366 6511908 or via e-mail at [email protected].