Right of Withdrawal, Returns and Non-Conforming Products
1. Scope
The provisions concerning the right of withdrawal apply to purchases made by consumers, meaning natural persons acting for purposes outside their trade, business, craft or profession, where such rights are required by mandatory law applicable to the contract. Purchases made by companies, workshops, professionals, race teams, dealers, distributors or customers purchasing for commercial or professional purposes do not benefit from the statutory consumer right of withdrawal. For B2B purchases, any cancellation, return or product exchange request is handled only with prior written approval from ASpecialParts and does not constitute an automatic right. For deliveries outside the European Union, ASpecialParts does not grant an additional contractual return right beyond any rights required by mandatory law applicable to the contract.2. Right of withdrawal for consumer customers
A consumer may withdraw from the contract without giving any reason within 14 days from the day on which the consumer, or a third party appointed by the consumer other than the carrier, acquires physical possession of the products. Where an order includes several products delivered separately, the withdrawal period starts on the day the last product is received. To exercise the right of withdrawal, the consumer may use the dedicated online function available here:Alternatively, the consumer may send an explicit and unambiguous withdrawal statement by e-mail to [email protected] or through the official ASpecialParts WhatsApp service.
The notice must state at least the customer’s name, order number or other information identifying the purchase, and the products subject to withdrawal.
The automatic acknowledgement sent after use of the online function only confirms receipt of the withdrawal statement. It does not represent prior confirmation of the refund amount or of the condition of the returned products.
3. Returning products
After notifying withdrawal, the consumer must return the products without undue delay and no later than 14 days after sending the withdrawal notice.
Products must be returned to:
Verona Est Motoricambi SRL
Via Bosco 75
37132 Verona, Italy
The direct cost of return is borne by the customer, except where ASpecialParts supplied an incorrect item, a product damaged upon delivery or goods that do not conform to the contract.
The customer must independently arrange and pay for the return shipment.
Returns sent cash on delivery, with carriage charges billed to the recipient or to any address other than the one above will not be accepted.
The customer is responsible for packaging the product for return transport. Where the product is returned without accessories, adapters, hardware, manuals, packaging or other elements supplied with the order, ASpecialParts will assess the actual reduction in value of the item.
For returns sent from outside the EU, the customer must complete the customs documentation correctly and state that the shipment consists of returned goods. Customs duties, clearance charges or other costs caused by an incorrect customs declaration may be deducted from any refund, to the extent permitted by applicable law.
4. Condition of returned products
The customer may inspect the product only to the extent necessary to establish its nature, characteristics and functioning, as they could in a physical shop.
Opening the outer packaging does not automatically remove the right of withdrawal. However, the customer is responsible for any reduction in value resulting from handling beyond what is necessary for that inspection.
When a return is received, ASpecialParts verifies the actual condition of the product. The refund may be reduced according to the actual reduction in value, up to a residual value of zero where the product has no remaining commercial value or can no longer be resold.
A reduction of the refund may apply, for example, where the product:
- has been installed, used on the road, on track or in workshop activity;
- shows installation marks, scratches, residue, dirt, grease, fuel, oil, fluids, threadlocker, silicone or other substances;
- has been filled, emptied, mixed, contaminated or used, including lubricants, fluids, chemicals and consumable products;
- has been installed or used, including brake pads, clutch plates, filters, gaskets, chains, sprockets, rear sprockets, engine components or other wear items;
- has been configured, programmed, updated, paired with a vehicle, connected to an ECU or activated through software;
- has been damaged because of insufficient packaging during return transport;
- is returned without essential components, accessories, documentation, adapters, hardware, packaging or other items required for resale.
Electronic products are not automatically excluded from withdrawal merely because they are electronic. However, installation, activation, configuration, programming, pairing with a vehicle, software update or use may result in a reduction in value up to a residual value of zero.
5. Products excluded from the right of withdrawal
Where provided by applicable law, the right of withdrawal does not apply, among other cases, to:
- goods made to the customer’s specifications or clearly personalised goods;
- goods liable to deteriorate or expire rapidly;
- sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed after delivery, where this exclusion genuinely applies to the relevant product;
- goods which, after delivery, are inseparably mixed with other items by their nature;
- sealed computer software that has been unsealed after delivery;
- digital content not supplied on a tangible medium, where supply has started with the customer’s prior express consent, acknowledgement of the loss of the right of withdrawal and delivery of the contractual confirmation required by applicable law.
6. ECU maps, credits, vouchers, software and digital activations
ECU maps, credits, digital vouchers, software licences, downloads, activations, configurations and digital services are not refundable once their supply has started, where the customer has provided the required consent to the early start of supply and acknowledged the loss of the right of withdrawal relating to the digital content.
Redeeming or using a map, credit, voucher, licence or digital service excludes a refund for the relevant digital component already used.
Where a physical device linked to digital content or a digital service is returned, ASpecialParts will assess its actual condition. Pairing with a vehicle, configuration, programming, activation or loss of commercial value may result in a reduction of the refund up to a residual value of zero.
7. Bundles, kits and partial returns
The customer may exercise withdrawal for one or more components of a bundle or kit where the returned product is subject to withdrawal and meets the conditions set out on this page.
For a partial return from a promotional bundle or kit, the refundable amount for the returned component corresponds to the discounted value attributed to that component within the bundle, not to the standalone selling price of the same product.
Any digital components already activated, credits already used, vouchers already redeemed or services already supplied are not included in the refund, to the extent permitted by applicable law.
8. Off-catalogue items and special sourcing requests
Requests for products not listed in the ASpecialParts catalogue are assessed individually.
ASpecialParts may accept or reject such requests based on availability, part number, declared compatibility, supply time and supplier conditions.
A quotation, availability check or conversation by e-mail or WhatsApp does not automatically constitute acceptance of the order. An off-catalogue order is accepted only after express written confirmation by ASpecialParts.
Before confirming an off-catalogue item, the customer must carefully verify the part number, quantity, compatibility, motorcycle model, year and configuration.
For B2B customers, off-catalogue items sourced or ordered at the customer’s specific request cannot be cancelled or returned after order acceptance, except in the event of an error attributable to ASpecialParts, a damaged product or non-conforming goods.
For consumer customers, any mandatory rights provided by applicable law remain unaffected.
9. Refunds
Where a consumer validly exercises the right of withdrawal, ASpecialParts refunds all payments received for the returned products, including initial delivery costs where required by applicable law.
ASpecialParts may withhold the refund until it has received the goods or until the customer has supplied proof that the goods have been returned, whichever happens first.
The refund is issued using the same payment method used for the purchase, unless otherwise expressly agreed.
The direct return costs paid by the customer are not refunded, except where the item was incorrect, damaged upon delivery or non-conforming because of ASpecialParts or transport arranged by ASpecialParts.
Any reduction for loss of value is applied only after the condition of the returned products has been verified.
10. Incorrect, damaged or non-conforming products
The right of withdrawal is separate from the legal guarantee of conformity and from the handling of incorrect, damaged or non-conforming goods.
At delivery, the customer must check the number of parcels and their external condition. If a parcel is damaged, tampered with or visibly irregular, the customer must immediately challenge the delivery to the courier and sign for the goods with reservation, specifying the irregularity found.
After delivery, any discrepancy relating to quantity, quality, damage or the product received must be reported in writing to ASpecialParts within 7 days, together with clear photographs of the product, outer packaging, inner packaging and any damage.
Where the error, damage or non-conformity is attributable to ASpecialParts or to transport arranged by ASpecialParts, the necessary costs of return, replacement or handling of the claim are borne by ASpecialParts.
Incorrect, damaged or non-conforming products must not be returned cash on delivery.
Mandatory consumer rights under applicable law remain unaffected.
11. Refused, uncollected or held parcels
Refusing delivery, failing to collect a shipment or allowing a parcel to remain in storage does not automatically constitute an exercise of the right of withdrawal.
To withdraw, the customer must send an explicit withdrawal statement within the applicable time limit.
Where no valid withdrawal statement has been sent, actual costs caused by an incorrect address, failure to collect, unjustified refusal, storage, reshipment or return of the shipment may be charged to the customer to the extent permitted by applicable law.
Where a consumer customer has validly exercised the right of withdrawal, the rules set out on this page and under mandatory applicable law apply.
12. Model withdrawal form
This form is optional. The customer may use the dedicated online function, send an e-mail or send an explicit withdrawal statement through WhatsApp.
To:
Verona Est Motoricambi SRL
Via Bosco 75
37132 Verona, Italy
E-mail: [email protected]
WhatsApp: +39 388 1085779
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: [description of goods].
Ordered on: [date]
Received on: [date]
Name of consumer(s): [name]
Address of consumer(s): [address]
Date: [date]
Signature of consumer(s): [only if this form is sent on paper]
13. Contact details
E-mail: [email protected]
WhatsApp: +39 388 1085779
Return address: Verona Est Motoricambi SRL, Via Bosco 75, 37132 Verona, Italy