Right of Withdrawal

Order cancellation

The purchase order may be cancelled in full only if, at the time of the request, the product has not yet been shipped and the amount has not yet been charged.
In this case, no costs will be charged to the customer. If the product has already been handed over to the courier or the amount has been charged, the consumer may exercise the right of withdrawal, following the procedures indicated in the dedicated section.

If a customer states that they have selected the wrong product or size and the product has not yet been handed over to the courier, the following rules apply:

  • The incorrect order concerns standard products: it is possible to request cancellation or modification of the order.
  • The incorrect order concerns customized products or products with custom dimensions or products made to order (see the definition indicated in the “exclusions” paragraph on the following page), it is possible to request cancellation or modification; the costs incurred for preparation (e.g. cover) and the refund handling costs will be retained (3%).

Standard products are only those with a size indicated as standard and in any case not customized with accessories or modifications. Customized products are all goods purchased to order, with sizes different from standard or that include accessories that modify the structure of the product (e.g. joining zippers, additional bands, frame reinforcements, coverings different from those provided, etc.).Products and/or spare parts not present in the catalog and expressly requested to order are considered customized items and therefore not subject to return. Any discount or promotional codes must be entered by the customer at the time of order confirmation. It is not possible to apply discount codes, promotions or concessions retroactively to orders already completed.

If the product has already been shipped, the ordinary rules on the right of withdrawal indicated in the dedicated section apply, without the possibility of modifications or cancellations beyond what is provided by law.

For further information you can contact us via: Request information.



Right of Withdrawal

The consumer has the right to withdraw from the contract, without providing any reason, within 14 days from the date on which they physically receive the purchased product (or the last product, in the case of a multiple order delivered in separate shipments).
Return shipping costs are the responsibility of the consumer, including any customs clearance fees.

The Consumer may exercise the right of withdrawal directly online through the dedicated digital function available in the personal account area of the website.
How it works:
1. Log in to your personal account and select the "Order History and Details" section;
2. Locate the order for which you wish to exercise the right of withdrawal (visible only within 14 days of delivery);
3. Click the "Exercise Withdrawal" button displayed next to the order;
4. Confirm your choice on the summary screen that will be displayed.

Once the procedure has been completed, the system will automatically send the Consumer an email confirming that the withdrawal has been exercised, indicating the exact date and time of the request. This communication shall constitute proof that the withdrawal has been exercised.



As an alternative to the digital function, the Consumer may also exercise the right of withdrawal by:
- sending a registered letter with return receipt to: Nardello Nardello & Figli Srl, Via Montello 7, Venegazzù di Volpago del Montello, 31040 Volpago del Montello, Treviso, Italy;
- sending a written communication to: info@marcapiumamaterassi.it.

The consumer may use the withdrawal form provided below, but this is not mandatory.
In all cases, the right of withdrawal shall be deemed to have been exercised in due time if the communication is sent before the expiry of the 14-day withdrawal period.

In any event, before returning the goods subject to withdrawal, the Consumer must wait for an express written communication from the Company, which will provide the operational instructions for the return.

The return must be shipped to:
Natale Nardello & Figli Srl
Via Montello, n. 7
31040 – Venegazzù di Volpago del Montello (TV), Italy.

The goods must be returned without undue delay and in any case within 14 days from the date on which the withdrawal was communicated. The deadline is met if the goods are shipped before the expiry of this period.
Original packaging or equivalent packaging must be used, complete in all its parts, in order to preserve the integrity of the product during transport. The use of an insured shipping service is recommended.
Product replacement is not available.

Responsibility for the product during return shipment
Any damage detected during the return shipment will be promptly communicated by the seller, allowing the consumer to manage any claims with the courier.
The right of withdrawal remains guaranteed in all cases, and any deduction from the refund will be proportionate to the actual loss in value assessed.

Effects of withdrawal
In the event of withdrawal, the consumer will be refunded all payments made, including standard delivery costs. Any additional costs arising from the consumer’s choice of a more expensive delivery method will not be refunded.
Shipping costs for destinations and/or shipping methods that incur additional surcharges due to the destination, weight, volume, or specific logistical requirements shall not be refunded.The refund will be made within 14 days from the date on which the seller is informed of the consumer’s decision to withdraw from the contract, using the same payment method used for the purchase, unless otherwise agreed with the consumer.
The refund may be withheld until the goods have been received, in order to verify their integrity and conformity.
The consumer is only 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. Accordingly, the refund may be reduced in the event of improper use or incomplete return of the product, in proportion to the loss of value ascertained.

Exclusions

The right of withdrawal does not apply to purchases made in physical stores.
The right of withdrawal does not apply to goods made to the customer's specifications or clearly personalized.
This category includes, by way of example and without limitation: all products manufactured in dimensions other than those indicated in the drop-down menu on each product page as "Standard" (i.e. dimensions other than 80x190 cm, 90x200 cm, 120x190 cm, 160x190 cm, 160x200 cm and 180x200 cm); all other dimensional variations and/or configurations (such as fabrics, covers, etc.) which, although selectable and technically feasible through the Marcapiuma Portal, require production based on the customer's specific choices; all products configured with elements that modify the construction or functional characteristics of the standard product (including, by way of example, joining zippers, additional side bands, frame reinforcements, covers different from those provided in the standard configuration, or any other customization requested by the customer); and all products, components or spare parts not included in the catalogue and supplied exclusively upon the customer's specific request.

With particular reference to mattresses, the cover is not a stock item but is manufactured specifically for each individual order according to the characteristics selected by the customer, including dimensions, fabric, padding type and any other available options. Once manufactured, the cover cannot be modified, adapted to different dimensions or reused for another order. Its production cost is therefore final and irreversible.
For this reason, although these products are excluded from the right of withdrawal, Marcapiuma voluntarily grants customers purchasing mattresses made in custom (non-Standard) sizes the possibility of a partial return. In such cases, the withdrawal may apply only to the internal mattress core, while the custom-made cover shall remain the property of the customer. Marcapiuma will refund the purchase price less the cost of the custom-made cover, which cannot be returned. The price of custom-made covers is published in the relevant section of the Portal.
Foldable sofa-bed mattresses and mattress covers are excluded from the right of withdrawal in all cases.


📄 WITHDRAWAL REQUEST FORM

(exercise of the right of withdrawal – to be completed and/or copied and sent via email)

Send the completed form to: info@marcapiumamaterassi.it

Subject: Exercise of the right of withdrawal – order no. _______

Consumer details:

  • Full Name: ___________________________________________

  • Address: ___________________________________________

  • Email: ___________________________________________

  • Order number: ___________________________________________

I hereby inform you of my decision to withdraw from the contract for the following goods:

  • Product(s): ___________________________________________

  • Quantity: ___________________________________________

  • Date of receipt: ___________________________________________

Reason for withdrawal:

☐ Changed my mind after purchase
☐ Wrong product size selected
☐ Wrong model selected
☐ Product characteristics different from expectations, please specify: _______________________________________________
☐ Other: _______________________________________________

Place and date: ____________________

Consumer signature: ________________________

For the exercise of the right of withdrawal, it is necessary to follow the indicated procedures.

Download the return request.

For further information, please contact us by clicking here: Request information