General Terms and Conditions

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Last Updated: 11/12/2018

1 - Purchasing on diotti.com

All products purchased on diotti.com are sold directly by company diotti.com s.r.l, registered on the Register of Companies of Milan since 13/06/2008 with Italian VAT Reg n. 06217660965 and registered on HM Revenue & Customs since 04/09/2012 with UK VAT Reg n. 162818009. diotti.com s.r.l. registered office is located in Via Nazionale dei Giovi 274, Lentate sul Seveso (MB) 20823, while diotti.com s.r.l. operational office is located in Via Gianfranco Miglio 1 (corner via Nazionale dei Giovi), Lentate sul Seveso (MB), 20823.
All prices in the Basket are generally shown in Euro (or in any other currency chosen by the user) and usually include VAT; exchange rate is updated weekly to keep up with currency trends. Total Amount is clearly visible in the Basket and in the final summary the Customer must confirm before concluding the Order. The aim of this page is not to represent all company procedures: for this kind of information we suggest you to read: About Us, Payments, Shipping and Delivery and FAQ.

2 - Buying Procedure

1. To proceed with a purchase of one or more products on www.diotti.com it is necessary to place an online order.
2. The contract is completed when diotti.com receives the order - filled with all details - and the full or down payment (this is valid for all distance sales autonomously placed by customers, for distance sales placed by our Customer Care on behalf of the customer and for orders placed directly at diotti.com headquarters);  for orders placed at our headquarters, the contract is intended concluded after filling in the order and once the customer signs the Order Confirmation (even without full or down payment).
3. For distant orders placed autonomously by a Customer (even when the Basket has been filled by one of our Operators, alone or in collaboration with the Customer), the responsibility to check and verify the details of the Order is always charged to the Customer. You must carefully verify the Basket before placing the order (and check the Order Confirmation you will receive soon after), in order to make sure that all details of the configuration of the ordered items are compatible with your environment needs. Our customer care is completely at disposal for further assistance.
3. In the unlikely event that, after receiving an order, a product turns out to be unavailable, diotti.com will proceed with the down payment or the full payment refund.
4. For countries outside the European Union local VAT and Import taxes are charged to the buyer.
5. Customers have to actively agree to General Selling Terms and Conditions which can be found listed in this page, by placing the order you will accept to submit to them.
6. The online selling contract between Customer and Supplier is intended to be concluded in Italy and ruled by Italian law.
7. In case Customers do not accept all General Selling Terms and Conditions, they are asked not to forward the order but to contact diotti.com staff for clarifications.

3 - Order Changes

Order changes are guaranteed as long as the production has not started yet; the production starts once the payment or the down payment has been received. For orders with a Total Amount of at least € 1.000,00 and bank transfer payment, customers can proceed with a down payment of 40% for the putting into production of the supply and a 60% balance before the shipment: the Balance Payment must necessarily be made with the same currency as the Down Payment (€, £, $, CHF). All the changes requests received after the putting into production (either the modification of a product or the shipping method) must be authorised according to the progress of the production process. Here is the procedure to Modify an order: the Customer asks for a certain modification, the Customer Care verifies the possibility and informs the Customer whether it is feasible or not; for all operations of annulment and forward of a new order an Order Variation Fee of 50,00 € will be applied (regardless the entity of the order or the type of modification that has been requested). Invoicing data inserted during the ordering process can be modified until the issue of the invoice itself; it is possible to modify the shipping address for orders paid by Bank Transfer only within 15 days from the order (the address can not be changed independently, please send an email to our Customer Care with your new shipping address). Store Credit do not have an expiry date, however they are confirmed only after the "good" conclusion of the order and are strictly linked to the amount of the order.
Total or partial refunds will be made by using the same method of payment chosen during the order (Credit Card, PayPal, Bank Transfer). The currency for the refund will always be in euro, also in case of a transaction made with a different currency; you will be re-credited the amount received by diotti.com minus possible bank fees.

4 - Shipping and Delivery

diotti.com always asks for customers' availability to receive the supply, before proceeding with the shipment. Shipments must be authorised within 15 days from the reception of the form by email; if no authorisation has been received within the aforementioned time or should you request to postpone delivery, possible costs for the stock of goods or a second shipping will be charged to the buyer. Customers that choose the option to pick the supply up directly at our warehouse are asked to collect the products within 30 days from the communication of availability. The shipping will be arranged only after the payment of the full amount of the order; diotti.com delivers mostly relying on furniture specialized carriers to guarantee a high standard of service and maintain the product intact during transport: Standard Shipping is intended at ground floor (curbside delivery) outside the building, entrance gates or at any rate as far as the truck used for delivery can reach. The carriers do not deliver inside apartments, houses or at upper floors. Customers have to help the driver unloading the packages from the truck; according to the dimensions and weight of the purchased products, customers are asked to put at disposal other people at the moment of delivery. diotti.com reserves the right to randomly open and check packages, possibly taking photos of the products and it is legally responsible for the items up to their delivery. All products travel covered by All Risk insurance and with telephone notification; you can find further information on the Shipping and Delivery page.
Furthermore all customers with final destination outside the European Union can pick up products directly at our warehouse by sending a carrier of their choice. By choosing "Picking up for extra EU Export" the system will automatically recalculate prices excluding Italian VAT whereas the buyer will be held responsible for his export declaration. diotti.com will accept this system only if supplies are collected by international carriers which regularly handle extra EU exports and shipments. Clicking on "Picking up for extra EU export with your carrier" the system automatically removes Italian VAT and the buyer becomes responsible for the export declaration (the cost of the service for the Management of the Extra EU Picking Up corresponds to 50.00 €).
Picking ups made by using inappropriate vehicles will not be accepted. Our Customer Care will contact the chosen carrier in order to verify the final destination: in case information do not correspond, the order will be temporarily suspended until the payment of Italian taxes, which will then be refunded upon reception of the export documents. The same procedure used for the handling of Extra EU picking ups is applied also for other tax free supplies such as foreign embassies, international institutions, foreign military force on the Italian territory or other similar cases. Choosing USA or Canada as destination country the system calculates automatically the Total Amount VAT excluded as well as the shipping costs with furniture specialised carrier; local VAT and import taxes are to be paid by the customer.

5 - Shipping Costs

The Delivery Services menu you can find inside the Basket calculates a Shipping Costs estimate: orders with a Discounted Total Order Amount exceeding € 1,200 will activate Free Standard Shipping in most European countries (€ 1.500 in Switzerland, Spain and Ireland). With Standard Shipping we intend all deliveries taking place at ground floor (at curbside - outside entrance gates) and for all those buildings which can be reached by a semi-trailer and which do not belong to Special Locations as clearly stated on the Shipping and Delivery page.
For deliveries to USA and Canada the system will automatically take off taxes from the Total Amount and calculate shipping costs via sea-freight. Local VAT and import taxes are charged to the buyer.
At the moment of the Order diotti.com will check customers' delivery address and inform them of possible additional fees for Special Locations; in this case the customer has the faculty not to confirm the Order.

6 - Delivery Times

Production Times are intended as merely estimates based on experience and previous orders of the same product type: each product card indicates production times for the related product; waiting periods for custom-made products are normally included in a 3 to 8 week time for production.
In consideration of the nature of our products, "manufactured or acquired specifically for the Customer" (nature characterizing ALL products sold on diotti.com) the law provides an "additional period of time appropriate to the circumstances" within which a possible manufacturing delay is to be considered "appropriate according to circumstances".
diotti.com commits to deliver supplies within 30 days from the time agreed upon with the Customer and calculated by adding Production Times to the Shipping Times stated on the website which can be viewed before the purchase: after this period the Customer can terminate the contract without charges and diotti.com will proceed with the refund of the paid amount (for orders including more products which are not coordinated or that they belong to different collections, the Customer can terminate the purchase only of the products which have been delayed). diotti.com Customer Care constantly updates customers about the status of their orders: if - before the expiry of the 30 days of the first additional period of time - the Customer, who has been promptly informed about the delay, accepts to wait for the products, he will not be able to terminate the contract before another 30-day time span.

We constantly work to ensure the products are delivered within the estimated times or trying to reduce them when possible, however we can not guarantee that they will not be affected by unforeseen delays: we suggest you to check product cards as well as our Shipping and Delivery page for all information about average times and contact our Customer Care before purchasing in case Delivery Times are fundamental to your decision.

Please notice that all productions and deliveries planned close to Christmas or summer vacations can be delayed due to the manufacturers and logistics closing periods (even the slightest delay can postpone the deadline until the re-opening in January and September).

7 - Products Not Available

diotti.com constantly works to keep its database up-to-date. Because of the great number of products and collections we offer, it may rarely happen that some options are not available anymore. In these cases diotti.com will promptly inform its customers who can decide whether to change the order or to claim for a refund of the amount already transferred. For Outlet products available in a single unit, in case of simultaneous orders of the same item the priority is given according to the first payment received (and not the first order). In these cases diotti.com promptly inform the Customer which can, in turn, decide whether to modify the order or ask for a refund. In case of a supply composed by more than one products the refund will concern only the item not available; obviously we will consider every case separately, in case of a possible complementarity of the items (chairs that match with the table or nightstands that match with the bed, ...)

In the United Kingdom and Ireland upholstered items must meet specific fire-proof standards. As most of diotti.com products are not realized with flame-retardant materials, it will be necessary to ask for a quote to the manufacturer to comply with these regulations. Please note that some of them do not provide such service. For this reason we recommend British customers to contact our Customer Care team for availabilities and surcharges.
If diotti.com receives an order with upholstered items to be delivered to the UK or Ireland, our staff will promptly help the customer to find the most suitable solution.
For the United States we reserve the right to cancel orders that include products not compatible with the new CARB2 rule on formaldehyde emission limits for wooden-based products.

8 - Limits of Use

diotti.com staff constantly works to keep all information on the website updated. At the same time, due to the huge load of developed contents, it's possible for you to find inaccuracies. Moreover, for all product cards automatically translated by the system we invite you to contact our Customer Care before the purchase for every detail you may not find clear enough.
It's our daily responsibility to keep the website as accurate as possible but it is also the customer's responsibility to verify the truthfulness of all those details considered fundamental for his/her satisfaction and necessary in order to proceed with the purchase: for example if you need to match products with others you already own (verify the matching of the items and the colour combinations), for products with measurements slightly inferior to the available space (please contact us in order to verify dimensions and ask for advices regarding measurements criteria), or for those rare cases where Product Cards have discrepancies in different parts of the card itself (you must read the entire Product Card); furthermore in case of Product Cards with a "Digital Samples Page" (photos of finishes and colours samples) the Customer must observe the Samples with care in order to evaluate how the "definition" of a certain material or finish, found inside the Product Card, is translated in terms of aesthetics in the Digital Samples page and therefore in reality. We remind you that the colour and texture of every natural material (wood, leather, stone, ...) change from piece to piece due to the variable outcome of each material. For all wall-mounted items, or items to be fixed to the wall (shelves, wall units...) the structural stability is strictly connected to the type of wall and, as a consequence, to the hardware used. Customers are required to verify if the included hardware is compliant with the type of wall they have in order to correctly fix the elements.
The layered navigation (the instrument you find in the left column of each category which helps you sort products) is to be intended as a mere support to the selection of the desired item: labels present in these attributes may not represent the exact characteristics of the item; therefore customers have to rely upon the description of the single product cards.
We check the correctness of product prices as soon as we receive manufacturers' order confirmations (in the days after the purchase and payment), in case of rare mistakes or inconveniences, should the indicated price be inferior to the correct selling price, diotti.com reserves the right to take on the difference or to contact the Customer to check if he/she still wants to purchase the product at the correct price (otherwise, the Order won't be accepted and the already paid amount will be given back). Should the correct price of a product be inferior to the one indicated, diotti.com will notify it to the Customer, re-crediting the difference (for full payments).
All manufacturers, diotti.com S.r.l. suppliers, constantly work to improve the offered products, for this reason they reserve the right to modify technical features or sizes without notice, in case those changes affect only slightly the aesthetic aspect of the products as well as their use / ergonomics: also please take into consideration a certain margin in the dimensions of all upholstered products (dimensions of a product may vary according to the measured part and also due to the handicraft manufacturing of the padding; differences in terms of "some centimetres" are considered normal).
diotti.com reserves the right to modify the names of some products, entirely or partially, to respect agreements with manufacturing companies. It is also possible that some products, shown on the website without brand name, arrive with labels stating different names from the published ones; these variations are not a valid reason for the termination of the contract, as the "product name" can not be considered a fundamental element for the value of the product.

9 - Right of Withdrawal

Customers have the right to withdraw any kind of distance contract, without penalties and without giving reason, within a 14 days period starting from the delivery day.
The right of withdrawal does not apply to supplies of products which are "non-prefabricated, made on the basis of an individual choice of or decision by the consumer" (Directive 2011/83/UE of the European Parliament) and to "custom-made or clearly customized products" (art. 59 Legislative Decree 21/2014): due to the highly customizable nature of our collections and to the manufacturing processes of our suppliers (mainly made upon commission), the majority of the products in our catalogue can not be returned, for more information please contact our Customer Care before the purchase or before the putting into production of the order.
Please, for more information read our Right of Withdrawal page.

10 - Possible Anomalies After Delivery

This point shows the assistance diotti.com gives to customers after Delivery: these procedures do not by any means limit Warranty Rights which are acknowledged by the Consumers Code (view point n°11), but they have to be intended as a common ground where Customers can receive the best possible assistance. In case of possible disputes the Customer can address to the European Commission Online Dispute Resolution.
With the customer's interest in mind, in case of issues concerning the supplied items, our Customer Care will verify the overall process throughout the different stages, from manufacturing up to the proper use of the products, in order to identify responsibilities; these can be assigned to the manufacturer, diotti.com srl as a retailer, the carrier appointed by diotti.com srl for the transport (this service is covered by an All Risk insurance) and the Customer or the person in charge of receiving the supply, moving the packages inside the house as well as proceeding with the assembling (for example in case of a company hired to assemble the furniture). During the unloading, assembling and the period immediately after the conclusion of the assembling process, Customers are bound to follow every step of our Procedure for the Reception and Verification of the products: in this way they will receive the best assistance from our Customer Care thus resulting completely covered both in case of manufacturing defects and transport damages (which are not frequent but neither impossible).
In case a Customer does not follow all the steps stated in the procedure it may not be possible to properly assign the responsibility regarding the specific issue. In some cases we may ask the Customer to contribute to the possible replacement costs; diotti.com always works with the satisfaction of its customers in mind, reserving the right to consider each case singularly.
Basically, this procedure serves the purpose to confirm our Customer Care that specific issues have not be caused by the customer himself (or a delegated person): each procedure has been specifically thought to protect in the most effective way our customers.
The replacement of damaged or faulty parts requires slightly inferior or even the same times as the ones needed for production, since most of the products are custom-made and delivery terms remain the same as well. The replacement process starts once we receive the photographic documentation that must be sent to us soon after the delivery. diotti.com works as quickly as possible in order to reduce waiting times.
In the process of verification and analysis of possible "finishes anomalies" may be applied the concept of "reasonable tolerance": this very concept it's actually a standard practice in retail for custom made items and is to be meant as threshold within which some anomalies on finishes reported by the customer are considered "tolerable" and thus not to be pointed out as fault (as a consequence they do not provide for the free substitution of the good or of the involved part). An anomaly falls within the margin of tolerance only when A) it does not impact on the use of the product and 2) when its size is in the range of millimetres and it can't be perceived unless a thorough examination of surfaces (this is normally linked to the dimension of the anomaly, to its position on the product, to its colour compared to the underneath surface and to its possible "repetition frequency".
In case the replacement of a product (or part of it) requires the return of the damaged piece, customers have the responsibility to adequately pack the elements to avoid damages; in case diotti.com does not ask for the return of the product or part it, it is up to the customer to dispose of the damaged parts. diotti.com will provide by email the necessary labels to print and attach to each single package.
If, during the service of inside delivery or delivery with assembling, the Customer observes anomalies on its property or belongings and it reckons that these anomalies have been caused by the operators that handled the packages / products, the Customer must: A- report immediately to the operators the anomaly, at the moment of the passage or in the seconds just right after it; B- write on the Shipping Document "Found damage on...", by adding a short description of the anomaly and ask the operator to sign and accept the report, C- send images of the anomaly to diotti.com Customer Care within 24 hours from the delivery; D- send a quote for the fixing of the anomaly within 30 days from the delivery; E- send an invoice for the fixing of the anomaly within 60 days from the delivery. Quote and invoice must be in the name of the Customer and issued by a professional company; each point of this procedure can be activated only if the previous point has been fulfilled. It is obvious that each operator always try to use the best care possible to avoid damages to the delivered goods and Customer belongings but at the same time (carrying on a tiresome everyday work) these events although quite rare, might happen. By following this procedure the Customer is completely protected towards any kind of anomaly; in case the Customer fails to follow one or more of the aforementioned steps, diotti.com declines all responsibility.

11 - Warranty

All products will be delivered with a regular sales invoice, valid for a 24 months warranty on all manufacturing defects, according to the Italian Consumers Code; for all purchases with an invoice issued to a company or to a professional with VAT number, the warranty will be valid for 12 months.
"Outlet" products are an exception; photo shoot props, products coming from Fairs and Television studios as well as products from the Manufacturer's Showroom will have a warranty of 12 months, valid for all non aesthetic defects, since according to law they belong to the "Used Products" category.Products have to be used properly, in compliance with their intended use, and well maintained: packages always include a product card with related indications; should it not be present, customers have the responsibility to contact our Customer Care. diotti.com constantly works to operate in the fastest way possible: at the same time we have to refer to our suppliers according to their producing and managing terms. In case the replacement or repairing of a product (or part of it) requires the return of the piece, customers have the responsibility to adequately pack the elements to be returned to avoid further damages and to pay for the return of the product; costs related to the repair (for materials and labour) and shipping back the product will be charged to diotti.com.In the last few years the increasing extension of warranty times both in advertising campaigns and in business trading, has created unreal length expectations from customers, in contrast with the product real potential and life-span. These unreal warranty lengths often hide many limitations which devalue the product warranty, and they are offered on products with an average, or even much shorter life-span than the warranty itself. On the contrary, we believe in the real value of warranties, which represent a real protection for customers on collections designed and produced to enjoy a much longer average life than the specified terms.

12 - Privacy Policy

diotti.com does not absolutely use personal data, collected through the registration to the website, for any future electronic communication activity, and at the same time will not release its customers' personal data to third parties. All data are exclusively used to manage customers' orders in the best way. This Directive is not valid for other websites that can be consulted through our links, diotti.com s.r.l. is not to be held responsible. The company in charge for the processing of personal data on this website is diotti.com s.r.l. via Nazionale dei Giovi 274 in Lentate sul Seveso (MB) - Italy. The processing of personal data connected with this website is treated by diotti.com s.r.l. and by diotti.com s.r.l. employees. No data collected will be communicated or released to third parties. All personal data registered on www.diotti.com will be exclusively used to supply diotti.com services and products and will be kept on diotti.com database until the customer will decide to cancel his/her account. All personal data may be used in case of possible electronic damages. For more information please visit our Privacy Terms page.

13 - Cookies Policy

No cookies are used to transmit personal information, nor are so-called persistent cookies or user tracking systems implemented. diotti.com uses Technical Cookies only - including the Web Analytics ones - for this reason and also following the current legislation it it not necessary to notify the customer since these are only used to make the service work correctly. For more information please visit our Privacy Terms.

14 - Information on Electronic Invoices

Starting January the 1st, 2019 in Italy there's the obligation to exclusively issue electronic invoices, for this reason the invoice will be immediately transmitted to the Italian Revenue Exchange System (SDI). When you place the order you will be asked some data which are necessary to proceed with the invoicing, which are Fiscal Code for privates if resident in Italy, date and place of birth for foreign private customers and VAT tax number for companies. All invoicing data inserted at the moment of the order can not be modified once the invoice has been issued, which means at the moment of the first payment (or full payment). The invoice will be directly transmitted to Italian Revenue Exchange System (SDI) which proceeds with its formal verifications, we will then send the invoice - in .pdf format - to the customer by email. In case the invoice is discarded due to the presence of wrong data it will be necessary to communicate new data within 5 days from the notification. A discarded invoice will be considered as not issued and diotti.com is bound to ask the correction of these data to the Customer, in case of a lack of reply or missing data diotti.com reserves the right to proceed with the issue of a bill receipt (instead of an invoice) to justify the payment received.