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Return and Withdrawal

Return and Withdrawal: How to Proceed?

Customers have the right to withdraw from their contract with without any penalty and without specifying the reason, within fourteen (14) days from the receipt of the goods purchased on the site To initiate a return, the return form must be filled out and the goods must be returned to the carrier for shipment.

Here are the instructions for a correct return process:

  1. Return Form: The return form must be correctly filled out in every part and sent by fax, mail, or email within 14 days of receiving the products to Italgres at the following ADDRESS:
    • Italgres Outlet
    • Via Salvo d’Acquisto, 28
    • 61048 – Sant’Angelo in Vado (PU)
    • Email:
  2. Shipping Costs: Return shipping costs are the responsibility of the customer. Product exchange for a different item is not possible.
  3. Product Condition: The product must not have been laid, damaged, or spoiled. It should be returned intact, in its unaltered original packaging.
  4. Exclusions: Returns of custom-cut materials, personalized skirting boards, and special pieces are not accepted.
  5. Shipment Deadline: The goods must be delivered to the carrier within fourteen (14) days from the date of receipt.
  6. Arranging Return: Italgres can arrange the pickup at the customer’s address, or the customer can independently contact a courier.
  7. Responsibility for Goods: The risk of deterioration of the goods is the complete responsibility of the consumer until receipt of the goods at our warehouse is confirmed.

Note: Make sure to have the original invoice and accompanying document indicating order number, invoice number, and customer code. In case of partial withdrawal, it is necessary to indicate the article code(s). Bank details where the transfer is to be received should be provided (IBAN and account of the invoice holder).

Return Procedure:

  • Once our operator has authorized the return of the goods, pack the material carefully to protect the original packaging of the products from any damage, writing, or labeling.
  • After receiving the return, a confirmation email will be sent for the acceptance of the returned products, and the necessary checks will be carried out.
  • Whatever the method of payment used, within 30 days of receiving the goods, Italgres will refund the amount paid for the goods at the time of purchase, net of additional costs such as packaging, labor, transportation, after verifying the proper execution and acceptance of the returned products.
  • In case the recipient of the products indicated in the order form and the person who made the payment for their purchase are different, Italgres will refund the person who made the payment.

Important Notes:

  • Tiles may have defects, including marked and obvious ones. Therefore, it’s important to conduct appropriate checks before installation as complaints for material already laid are not accepted according to the law.
  • The right of withdrawal applies to individuals (consumers) acting for purposes that can be considered outside their commercial activity. Purchases made by retailers and companies are therefore excluded from the right of withdrawal.

For assistance and further clarifications, contact Italgres at (+39) 072288151.