Refund policy

Updated 15.08.2026

POLICY ON WITHDRAWAL, RETURNS AND REFUNDS

Disegnatori Associati S.r.l. – STRATO3D brand
Via Michelangelo Buonarroti 90 – 20900 Monza (MB)
VAT/Tax code 11901170966 – info@strato3d.it

Last updated: 28.08.2026

Introduction: which rules apply to your order

The applicable conditions depend on the status of the purchaser:

  • Private customers (consumers) – natural persons who purchase for purposes unrelated to their business or professional activity: Section A applies.
  • Professional customers (B2B) – companies, professionals and VAT number holders who purchase in the exercise of their activity: Section B applies.

The status is determined at the time of the order on the basis of the data entered by the customer (in particular the indication of the VAT number and the request for invoicing). In the event of a conflict between this policy and other documents published on the site, this policy prevails for the matters governed herein (withdrawal, returns, refunds).

SECTION A – Private customers (consumers)

A.1 Right of withdrawal

The Consumer has the right to withdraw from the contract within 14 days of the date of receipt of the goods, without having to provide any reason and without penalty, pursuant to arts. 52 et seq. of Legislative Decree 206/2005 (Consumer Code) and Directive 2011/83/EU.

To exercise the right of withdrawal it is sufficient to communicate the decision within the indicated term to info@strato3d.it, indicating the order number and one's contact details. It is possible to use the model withdrawal form provided for by the legislation, without this being mandatory.

The goods must be returned within 14 days of the withdrawal notice.

A.2 Refund

In the event of valid withdrawal, Disegnatori Associati S.r.l. refunds the Consumer:

  • the full price of the product;
  • only the standard delivery costs originally incurred. Any supplements for premium, express or insured shipping methods chosen by the Consumer in addition to standard shipping are not refundable: in such case the amount corresponding to the least expensive standard shipping rate offered by the Company is refunded.

The refund is made within 14 days of receipt of the withdrawal notice, using the same means of payment used for the purchase, unless otherwise agreed. The Company may withhold the refund until receipt of the goods or until proof of dispatch by the Consumer, whichever is earlier.

A.3 Return costs

The costs of returning the goods (return shipping) are entirely borne by the Consumer, who is expressly informed thereof by this policy before the conclusion of the order. The Consumer may arrange the return with a carrier of their own choice or request assistance from the Company, at their own expense.

Given the bulky and delicate nature of some products (3D printers, scanners, laser machines), it is recommended to keep the original packaging and to use insured transport.

A.4 Diminished value of the goods

Pursuant to art. 57 of the Consumer Code, the Consumer is liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

In such case the Company withholds from the refund an amount commensurate with the actual diminished value of the goods, quantified and communicated in writing to the Consumer with an indication of the criteria applied.

Important warning. The products handled (3D printers, scanners, laser machines) lose the commercial qualification of “new product” the moment they are assembled, powered, activated or otherwise put into operation. In such cases the goods can be placed back on the market exclusively as a refurbished or used product, with a significant loss of value.

The deduction may therefore reach up to 90%, with a base withholding of 70% on the value of the product (excluding VAT), and is determined on the basis of the following criteria, individually or jointly relevant:

  • opening of the packaging beyond what is necessary for the simple verification of the contents, with removal or breakage of the seals;
  • assembly, powering, switching on, network connection or putting the device into operation;
  • activation of the product with consequent start of the manufacturer's warranty, no longer fully transferable to a subsequent purchaser;
  • account registration, insertion of memory cards or software initialisation;
  • use, even partial, of consumables, print beds, nozzles or components subject to wear;
  • absence, incompleteness or deterioration of the original packaging, seals or accessories;
  • signs of use, processing residues, damage or tampering;
  • costs of technical inspection, cleaning, refurbishment, repackaging and return to stock;
  • difference between the list price of the new product and the market value of the corresponding refurbished product.

The Company quantifies the deduction on a case-by-case basis and communicates to the Consumer the reasons and the calculation criteria, keeping the relevant supporting documentation.

A.5 Exclusions

The right of withdrawal does not apply in the cases provided for by art. 59 of the Consumer Code, including in particular:

  • goods made to measure or clearly personalised on the basis of the customer's specifications;
  • software, licences and sealed digital content that have been opened or activated;
  • goods which, by their nature, are inseparably mixed with others after delivery.

A.6 Legal guarantee of conformity

The 24-month legal guarantee of conformity provided for by arts. 128 et seq. of the Consumer Code remains unaffected; it operates independently of the right of withdrawal and is not limited by this policy.

A.7 Purchases with Carta del Docente, bonuses or vouchers

Purchases made using Carta del Docente, government bonuses, vouchers or other comparable coupons are subject to the rules of the relevant instrument, which the customer is required to know and which prevail over the general provisions of this section where incompatible with them. Art. 4.6 of the Terms and Conditions of Service also applies in full.

Completion of payment. The transmission of the voucher code does not constitute payment of the price, but a mere payment proposal. Payment is deemed to be made only upon the validation of the voucher on the ministerial platform and upon the actual crediting of the amount to the Company. The order is accepted subject to the condition precedent of such event and the goods are not shipped before it occurs.

Duty of verification. The voucher must be transmitted at least 5 working days before its expiry. It is the exclusive responsibility of the Beneficiary to verify in their own private area on cartadeldocente.istruzione.it that the voucher is validated and that the transaction has been confirmed by the Ministry, and to report in writing to info@strato3d.it, within 48 hours, any anomaly (voucher not validated, incorrect amount or category, voucher already spent, cancelled or expired).

Failure to collect. In the event of failure to collect the voucher, or partial or late collection, for reasons not directly attributable to wilful misconduct or gross negligence of the Company, the price remains fully due and must be paid by bank transfer within 5 days of the request, in accordance with art. 4.6.5 of the Terms and Conditions of Service.

In particular, for orders paid with Carta del Docente:

  • the voucher is generated by the customer for a specific amount and merchant and, once transmitted and used, cannot be returned or re-credited by the Company;
  • the order is deemed confirmed and non-cancellable from the moment of validation of the voucher, as the reversal of the voucher to the teacher's wallet is not possible under the rules of the ministerial platform;
  • no cash refund is provided, as payment is not made using the customer's own funds. Where the Beneficiary is entitled to the right of withdrawal, the refund does not take place by crediting money but in accordance with the methods allowed by the ministerial platform and within the limits provided for by it; should the platform not allow any form of re-crediting, the value is not recoverable. Any alternative solutions (replacement of the product or issue of another voucher/credit of equal value usable with the Company) will be assessed within the limits allowed by the rules of the instrument used.

Before generating the voucher, the customer is invited to carefully check the product, specifications and availability.

SECTION B – Professional customers (B2B)

The following provisions apply exclusively to purchases made by companies, professionals and VAT number holders in the exercise of their business or professional activity.

B.1 Non-applicability of consumer protections

The right of withdrawal and the further protections provided for by the Consumer Code (Legislative Decree 206/2005), reserved by law to consumers only, do not apply to B2B contracts.

B.2 Final orders

Orders placed by professional customers are final, binding and non-cancellable.

No returns or refunds are provided for change of mind, error when placing the order, purchase of products unsuitable for the intended use, changed needs, non-use or orders placed on behalf of third parties, unless otherwise agreed in writing and in advancewith the Company.

The professional customer is required to verify, before sending the order, the correctness of the selected products, the quantities, the technical specifications and the compatibility with the intended use. Responsibility for the choice lies with the customer.

B.3 Availability and prevalence of the invoice conditions

The availability and timeframes indicated in the catalogue are for information purposes and may be subject to errors, temporary misalignments or variations due to warehouse management and supply flows from suppliers. Such indications do not constitute a guarantee of immediate physical stock nor a commitment to deliver on a specific date.

In the event of discrepancy, the conditions set out in the invoice/order confirmation issued by the Company prevail exclusively, as it constitutes the final and binding confirmation of the order, including the indications relating to delivery times and any nature of the product.

B.4 Defects and non-conformities

Any manufacturing defects or non-conformities must be communicated in writing within the terms of the law (art. 1495 of the Italian Civil Code) and will be handled by means of repair or replacement of the product, in accordance with the manufacturer's warranty conditions and the rules applicable to relations between professionals.

B.5 Acceptance of these conditions

By completing the order as a professional or company, the customer declares to act as a VAT number holderin the exercise of their activity and specifically and expressly accepts the clauses set out in points B.2 (final and non-cancellable orders), B.3 (availability and prevalence of the invoice conditions), C.1 (delivery terms) and C.2 (refusal or failure to take delivery), by means of a dedicated acceptance given at checkout.

SECTION C – Common provisions

C.1 Delivery terms

The delivery terms indicated are estimated and non-essential, unless otherwise agreed in writing.

The availability indicated in the catalogue reflects the overall availability of the product and does not necessarily imply immediate physical stock at the Company's premises, as the goods may be in transit or at the supplier's.

For products not immediately available in stock, the Company communicates to the customer in writing an ETA (estimated availability date). Delivery takes place approximately within 3/5 working days from the date on which both of the following conditions occur: (i) crediting of the payment and (ii) availability of the goods according to the ETA communicated in writing.

For orders paid with Carta del Docente, bonuses or vouchers, the crediting of the payment is deemed to have occurred only upon the actual collection of the voucher, in accordance with point A.7.

Delays due to force majeure or otherwise not attributable to the seller remain excluded (by way of example: weather events, strikes, customs, logistical or courier disruptions, delays by the manufacturer).

Any changes to the ETA are communicated to the customer in writing as soon as they are known.

C.2 Refusal or failure to take delivery

Refusal of delivery or failure to collect the goods does not constitute exercise of the right of withdrawal.

In the event of refusal or storage, the goods are returned to the sender and the outward and return shipping costs remain payable by the customer, unless the refusal is justified by evident damage to the parcel or by an error attributable to the Company.

For private customers, the right of withdrawal referred to in Section A remains in any case unaffected, where exercised within the terms and in the manner provided for therein.

For professional customers, the Company will assess on a case-by-case basis and may propose, where possible, an alternative solution, including the supply of an equivalent or superior product available in the catalogue; the availability of the model originally ordered is not guaranteed.

C.3 Inspection at the time of delivery

It is recommended to check the integrity of the parcel at the time of delivery and to enter any written reservation on the transport document in the presence of visible damage to the packaging, reporting it to the Company within the terms of the law.

C.4 Withholding for cancelled, returned or uncollected orders

For all orders cancelled after confirmation, returned or not collected outside the right of withdrawal, STRATO3D applies a withholding of 70% on the value of the product (excluding VAT), to cover the costs actually incurred, including: preparation and packaging, outward shipping, any customs charges, logistical management of the return, return transport, technical inspection, administrative management and return of the goods to stock.

This withholding applies to the amount possibly recognised, regardless of the cause that determined the return or the cancellation.

C.5 Complaints and contacts

Any complaint or request relating to returns and refunds must be sent to info@strato3d.it, indicating the order number and full contact details. The Company provides a response as soon as possible.

C.6 Applicable law and jurisdiction

The relationship is governed by Italian law.

For contracts with consumers, the court of the place of residence or elected domicile of the consumer has jurisdiction, pursuant to art. 66-bis of the Consumer Code.

For contracts with professional customers, the Court of Monza has exclusive jurisdiction.

This document replaces and prevails over any previous provision on withdrawal, returns and refunds published on the site.

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