1. Introduction
These general terms and conditions of sale govern the purchase of products by private consumer customers (hereinafter "Customer"), through the official website of the store managed by: Audes Group Srl, with registered office in Via Montegrappa 19, 35010 Limena (PD), Italy, VAT and Tax ID 04530670289, REA Number: PD - 354902. By placing an order through the online store, the Customer fully accepts these general terms and conditions of sale, which govern the contractual relationship between Audes Group Srl and the Customer.
2. Shipping and Delivery
2.1 Shipping in Italy and Europe (EEC Countries)
All orders placed on our site (B2C customers) and destined for countries of the European Union are normally processed and handed over to our logistics partner within 48 business hours of receipt of payment. Our shipments are managed via MBE (Mail Boxes Etc.), which selects the fastest and most efficient courier from time to time based on the destination and the volume of the order.
Italy: MBE will entrust the shipment to the best available courier (among SDA, GLS, and BRT). Expected delivery times are 24/48 business hours. For the Islands (Sicily, Sardinia), Calabria, and disadvantaged areas, delivery may take up to 72 business hours.
European Union (EEC): European shipments are managed by MBE through the main international couriers (such as FedEx, DHL, and UPS). Delivery times generally vary between 3 and 5 business days.
2.2 Shipping Outside the EEC (Countries outside the European Union)
Orders destined for non-EEC countries require slightly longer processing times to allow for the preparation of the necessary customs documentation. In these cases, the shipment is processed via MBE and entrusted to top-tier international couriers (such as DHL or FedEx) within 4 business days of receipt of payment. The actual delivery times vary based on the destination country and the timelines of local customs.
Note: Any customs duties, import taxes, or additional administrative expenses requested by local authorities during customs clearance are the sole responsibility of the recipient.
2.3 Tracking and Order Monitoring
Once the order has been handed over to the courier, the Customer will receive a shipping confirmation email containing the tracking number. Through this code, it will be possible to monitor the status and progress of the delivery in real-time directly on the courier's website.
2.4 Customs Duties and Taxes (Non-EEC Shipments)
Note: Any customs duties, import taxes, or additional administrative expenses requested by local customs authorities are the sole responsibility of the recipient. We advise non-EU customers to check with their local authorities before placing an order.
3. Returns / Withdrawals (Right of Withdrawal)
The Customer has the right to request the return of one or more purchased items within 14 calendar days from the date of receipt of the order. To exercise the right of withdrawal, the Customer must communicate their decision within the timeframe provided by these conditions.
Registered Customers: Registered customers can request a withdrawal by accessing their account, entering the Order Detail section, and selecting the "Request Withdrawal" button.
Non-Registered Customers: Customers who made the purchase without registration can exercise the right of withdrawal by filling out the appropriate form on the "Request withdrawal" page. Alternatively, they can fill out the PDF form available in the footer of the site and send it to the email address cancellations@audes.com.
Once the request is received, Audes will provide the Customer with the necessary instructions for returning the products and for managing the refund process. The withdrawal request is considered validly exercised at the moment it is received by Audes within the terms provided by the applicable legislation.
3.1 Conditions for Acceptance of the Return
For the return to be accepted, the products must be returned intact, unused, unwashed, and complete with their original packaging. Any returned product that, following our checks, is found to be damaged or not in compliance with these conditions, cannot be refunded.
3.2 Refund Timelines and Methods
Once the package is received at our warehouses and the compliance of the return is verified, we will proceed with the refund of the amount paid within 14 days. The re-credit will occur automatically using the same payment method used at the time of purchase.
3.3 Return Shipping Costs
Shipping costs for the return of goods (standard return) are the responsibility of the Customer, unless otherwise specified by our team during assistance.
4. Right of Withdrawal for Defects, Incorrect Item, or Failure to Deliver
4.1 Defective or Damaged Product
In the event that the Customer receives an item that has manufacturing defects or transport damage, they are required to report the problem within 2 days of receiving the package. The report must be sent to customercare.brembocollections@audes.com, attaching clear photographs of the defect found. Following the appropriate checks by Audes Group, the Customer will receive instructions for obtaining the replacement of the item or the relative refund.
4.2 Incorrect Item
If the Customer receives an item different from the one actually ordered, they must inform Customer Service promptly within 2 days of delivery. In this case as well, it is necessary to write to customercare.brembocollections@audes.com attaching a photo of the product received by mistake. Audes Group will entirely cover the costs for the shipment of the correct item and for the simultaneous collection of the incorrect one.
4.3 Order Returned to Sender (Failed Delivery)
If the order is returned to the sender by the courier due to an incomplete/incorrect shipping address or due to non-delivery (e.g., recipient repeatedly absent), the order will be considered cancelled and we will proceed officially with the refund to the Customer.
5. Return and Refund Policy (Non-EEC)
5.1. Return Request and Item Conditions
To initiate a return procedure, we invite you to contact our Customer Service at customercare.brembocollections@audes.com. In the email, it is necessary to indicate the order number, a description of the item, and attach a clear photograph of the product you wish to return.
Note: Returns are only accepted if the items are complete, in their original packaging, and with all original tags attached.
5.2. Approval and Shipping Documents
Once your return request and photos have been examined and approved, our team will provide you with the necessary shipping documents and a waybill for the return.
Important: Do not organize the return shipment independently with your own courier. This could cause customs problems, rejection of the package, and delays in processing the file.
5.3. Package Preparation (Customs Requirements)
When preparing your item for return, it is mandatory to strictly follow these customs instructions to ensure proper customs clearance:
Insert the original invoice in a transparent document holder envelope and fix it securely to the outside of the package.
Clearly write the following wording on the outside of the package: “RETURNED GOODS - EXEMPT FROM DUTY AND VAT”.
Before handing the package to the courier, take a photo of the package ready for shipment and send it via email to our Customer Service.
5.4. Verification, Costs, and Refunds
Upon receipt of the returned package, our team will inspect the item to verify its eligibility. If the return is approved, the refund will be issued to your original payment method.
Return Costs: Shipping costs for the return are the responsibility of the customer. The cost of the waybill provided for the return will be automatically deducted from the final refund amount.
Size Responsibility: Choosing the correct size is the customer's responsibility. If an item is returned due to a wrong size issue, all shipping costs for the return will remain the responsibility of the customer.
5.5. Cancellation of Pre-orders
Orders related to pre-order items can be cancelled at any time before they are processed and shipped. If you decide to cancel a pre-order under these conditions, you will receive a full refund of the amount paid.
5.6. Defective or Incorrect Items (International / Non-EEC Orders)
For all non-EU international orders, in the event that you receive a defective or incorrect item, the return shipping costs and import customs duties will be entirely at our expense.
Contact us: Send an email to customercare.brembocollections@audes.com within 14 days of delivery. Include photos of the defect or incorrect item, the original packaging, and the tags.
Wait for Documents: We will send you a prepaid waybill and a commercial invoice. Do not ship the return independently.
Prepare for Customs: Apply the provided commercial invoice to the outside of the package inside a transparent envelope. Clearly write on the box: “DEFECTIVE RETURNED GOODS - EXEMPT FROM DUTY AND VAT”.
Final Check: Send us a photo of the prepared package before handing it to the courier. Once the defective or incorrect item has been received and inspected at our warehouse, we will proceed with issuing a refund.
6. Payment Methods
For purchases made on our site (B2C customers), we offer secure, traceable, and immediate payment methods. It is possible to complete the transaction by choosing from the following options:
Credit Card (Stripe): We accept the main international credit and debit cards (Visa, Mastercard, American Express, Maestro). All transactions are managed securely through the Stripe platform. Data is protected by the SSL (Secure Socket Layer) protocol and encrypted to ensure the highest level of security.
PayPal: It is possible to pay conveniently through your own account by choosing the "Checkout with PayPal" option during purchase. Sensitive data is managed directly by the PayPal platform and is in no way shared with our site. The payment is immediate, and you will receive a confirmation notification via email.
Note: Payment must be completed at the same time as the purchase. Unpaid orders will be cancelled automatically after 24 hours, unless otherwise agreed upon with Customer Service.
7. Applicable Law and Competent Court
This sales contract is governed by Italian law. For any dispute relating to the validity, interpretation, or execution of these General Terms and Conditions of Sale, the Court of Padua (registered office of Audes Group Srl) will have exclusive jurisdiction, without prejudice to the mandatory courts for the protection of the consumer provided for by the Consumer Code (Legislative Decree 206/2005).
8. Note on AI-Generated or Assisted Content
Some content present on this site (including images, renders, visuals, graphics, and other materials) may have been created, in whole or in part, with the support of generative Artificial Intelligence tools or other automated creative software, and used for illustrative, promotional, commercial, or presentation purposes.
Product Representation: Unless otherwise specified, product images are for illustrative purposes. The actual final product may present slight variations in terms of color, materials, texture, finishes, details, or styling.
Representation of People: AI-generated content is not intentionally intended to reproduce identifiable real people. However, considering the probabilistic nature of these systems, it is not possible to guarantee in absolute terms the absence of completely accidental similarities with real individuals.
For any report, request, or complaint relating to content present on the site (including possible similarities with real people or doubts about the graphic representation of the products), it is possible to write to our team at the address customercare.brembocollections@audes.com.