Customer service
General terms and conditions of sale
Terms and conditions of use
Privacy policy

General terms and conditions of sale

The following General Terms and Conditions of Sale regulate the offer and sale (together with the Privacy documents and the General Conditions of Use) of products on our website (www.iwoods.it). Please read the Terms and Conditions carefully before ordering any product: in fact, by ordering any of our products, you agree to be bound by these Terms and Conditions. Products purchased on www.iwoods.it are sold directly by Xiltrade Srl ("IWoodS") (hereinafter referred to as "Vendor" or "Us" or “We”).

IWoodS has its registered office in Arezzo (52100 Italy), Via Pietro Aretino 8, VAT number 02261130518, with a share capital of Euro 20,000.00.

If you need assistance, information on orders, shipments, refunds and returns of products purchased on www.iwoods.it, as well as other general information on the services provided by IWoodS, you can contact us via e-mail at customercare@iwoods.it, or by telephone at (+39) 0575.1596681. For any other legal information, please consult the sections: General Terms and Conditions of Use and Privacy Policy.

1. Our business policy

1.1. The Vendor offers products for sale on www.iwoods.it and its e-commerce services exclusively to its end users, i.e. "consumers".

1.2. "Consumer" is intended as any individual who acts for purposes other than commercial, entrepreneurial or professional activities. If you are not a consumer, please do not purchase any products on www.iwoods.it.

1.3. The Vendor reserves the right to not follow up orders received by users other than "consumers" or however any orders that do not comply with the Vendor's sales policy.

1.4. These General Conditions of Sale (together with the documents herewith) regulate the offer, sending and acceptance of product purchase orders onwww.iwoods.itbetween users of www.iwoods.it and the Vendor.

1.5. The General Terms and Conditions of Sale do not regulate the provision of services or the sale of products performed by third parties on www.iwoods.it through links, banners or other hyperlink. Before sending orders and purchasing goods and services from third parties, we recommend that you review the third parties Terms and Conditions as the Vendor may in no case be held liable for the provision of services provided by third parties or for execution of e-commerce transactions between users of www.iwoods.it and third parties.

2. How to conclude the contract with the Vendor

2.1. To place an order to purchase one or more products onwww.iwoods.it, you must fill in the online order form and send it to the Vendor, following the related instructions.

2.2. The order form contains information on the main features of each product ordered, including the corresponding unit price (including all applicable taxes and duties), the payment type that can be used to purchase each product, the delivery method of products purchased, transport and delivery cost if applicable.

2.3. If the product is not in stock, this will be notified in advance in the product details section and in the cart with the indication "Out of stock", and the average time it will take for our artisans to specifically make the item for you will also be specified. If at the time of ordering there are orders from other customers for the same product, manufacturing and delivery times could also vary considerably. Before placing the order of the product, please contact support at 0575.1596681 or e-mail customercare@iwoods.it to check what the actual waiting times are. Instead, if you would like to place your order immediately so as not to waste time, within 2 business days from placing the order, you will be informed about the actual delivery time and you will have 3 days to cancel your order. After 3 days from the reply from IWoodS regarding the actual delivery time of the products requested, the order will be considered final.

2.4. An order is considered sent when the Vendor electronically receives the order form and the related order information has been verified correctly.

2.5. The order form will be filed in our database for the time needed to process the order as provided by law. You can access your order form by consulting the "My Account" section.

2.6. Before sending your order form, you will be prompted to identify and correct any entry errors.

2.7. After the order form has been confirmed, the Vendor will proceed with processing the order.

2.8. The Vendor may decide not to proceed with the order if there are insufficient solvency guarantees, when orders are incomplete or incorrect, or if there is a coincidence that the products have been removed from production when ordering. In the above cases, the Vendor will inform you at the time of order confirmation that the contract related to your purchase order has not been executed specifying the reasons. If the products on www.iwoods.it are no longer available at the time of your last access and once the Vendor has received the order form, the Vendor must inform you that no products are unavailable within thirty (30) days from the day after the Vendor has received your order. If the order form has been sent and the price has been paid for items that are no longer available, the Vendor will refund the amount paid for said items.

2.9. By sending your order form and thus entering into a contract with the Vendor, you accept and undertake to comply with the provisions of these General Terms and Conditions of Sale. If you do not agree with some of the provisions of these Terms and Conditions of Sale, please do not send the order form to purchase products on www.iwoods.it.

2.10 By sending your order form, you declare to acknowledge and agree to the General Conditions of Sale and further information contained in www.iwoods.it, also through links, including the General Conditions of Use and Privacy Policy. 

2.11. Following sending of the order form and upon acceptance by the Vendor, the Vendor will send a purchase order confirmation by e-mail containing a summary of information related to the order form (main product features, detailed information on the price, payment method, and any shipping charges).

3. Guarantees and price indication

3.1. On www.iwoods.it, we only offer products of selected artisans.

3.2. We do not sell second-hand product, irregular product or product of lower quality respect to market standards.

3.3. The main charatteristics of the items for sale are shown on www.iwoods.it in each product details section. The products offered for sale on www.iwoods.it may NOT correspond exactly to the actual ones in terms of image and color due to the Internet browser used and the calibration or quality of the monitor used.

3.4. Prices may be subject to change but are always clearly visible in the cart before the purchase order is formalized. For this reason, we invite any customer or potential customer to check the final sale price before sending the relevant order form.

3.5. As specified in point 2.3, and as indicated on www.iwoods.it in the product details section and the cart, some of our products are not in stock, but are made exclusively following a specific customer order. Items subject to this policy are products with the indication "The product is out of stock" in the product details section and "Processing" in the cart. For these items, the delivery times are variable based on orders received previously, so before proceeding with the purchase, it is important to check whether the product is in stock or not.

3.6. Before purchasing IWoodS items from outside Italy or to send them outside Italy, you must contact the Customer Support Office by e-mail (customercare@iwoods.it) or by calling (+39)0575.1596681. Orders from outside Italy or shipments to be forwarded outside Italy that do not follow the procedure described above will automatically be cancelled.

3.7. All products sold by www.iwoods.it will be delivered in their original packaging. If you want to return the items purchased, you should not damage the original package so it may be used for the return, reducing the risk of product damage.

IWoodS customers (as defined in paragraph 1.2 above) are entitled to various legal assurances, including the assurance that the products supplied conform to the description in the product details section of the item ordered. If an item has manufacturing defects or does not conform to the description in the corresponding product details section, you must immediately contact our Customer Service by e-mail (customercare@iwoods.it) in order to agree on the repair, replacement or return of the product.

3.8. The legal assurance set out in articles 129, 130 and 132 of the Consumer Code applies to the sale of products by IWoodS. These articles establish the right to receive products that conform to the description in the product details section or that conformity must be ensured, free of charge, by repair or replacement (there is the right to choose whether to have the product repaired or replaced, providing that the request be made within the limits provided by law), or, if the product cannot be subjected to the aforementioned remedies (pursuant to article 130, paragraph 7 of the Consumer Code), to have a reasonable reduction of the product price, or termination of the contract resulting in the return of the item purchased by the customer and the amount received by IWoodS. These rights will no longer apply if the defect or non-conformity is not notified to IWoodS within 2 (two) months from the date the defect or non-conformity was detected. This type of assurance shall automatically be invalid 24 (twenty-four) months after delivery of the product.

3.9. If the product is returned to be repaired or replaced due to the presence of defects or lack of conformity, the shipping costs for returning the product to be repaired or replaced will be borne by IWoodS, as well as any related costs to return the product repaired or replaced.

3.10. The procedure to be followed to return the product to be repaired or replaced is indicated in point 7, except for different terms provided for in this clause.

4. Payments

4.1. The payment of the product price and any shipping costs must be made by means of one of the methods indicated in the order form.

4.2. In case of payment by credit/debit card, all details (ex. card number or expiration date) will be forwarded via encrypted protocol to Banca Sella or to other banks that provide remote electronic payment services, and IWoodS or third parties shall not have any access. Said information will be used by IWoodS to complete the purchase procedures and possibly return the refunds in case the customer decides to return the product purchased. The purchase price of the product and any shipping costs (if expressly stated in the cart) will be charged to the Customer's bank account upon order confirmation.

5. Product shipping and delivery

5.1 Products purchased will be delivered to the address indicated by the Customer in the order form.

5.2. In the case of payment by bank transfer, the shipment will be made once the proof of payment or money has been received by IWoodS.

5.3. For each order, IWoodS will invoice products purchased via e-mail, in accordance with applicable laws and regulations. The invoice will be based on the information provided by the Customer at the time of the order. You will not be able to change your billing information once your invoice has been issued.

5.4 Orders shipped outside the European Union may be subject to import duties.

5.6. Products purchased will be delivered to a courier chosen by IWoodS (hereinafter referred to as "Courier"); products purchased with "Standard" shipping procedure (free shipping by IWoodS) will be delivered on business days (excluding Saturdays, Sundays and local or national holidays).

5.7. Upon delivery of products purchased by the Courier, the Customer (or an appointed representative) is required to verify:

(I) that the number of items being delivered corresponds to as indicated on the delivery note;

(II) that the packaging and related seals are intact, not damaged, wet nor altered in any way.

5.8 Any damage to the packaging and/or product, or discrepancies in the number of items or documents, must be indicated in writing on the delivery note of the Courier. Once the Courier's document has been signed and no objection has been raised by the Customer, no objection can be made regarding the external characteristics of the parcel delivered.

6. Right of withdrawal and return

6.1. For the law on the right of withdrawal, the customer may cancel the contract for the purchase of items from IWoodS without any penalty and without specifying the reason. This decision must be notified to IWoodS in writing within fourteen (14) calendar days, starting from the day Customers receive the product. To meet Customer requirements, IWoodS extends the right of withdrawal up to thirty (30) calendar days from the day on which the goods are received. If the right of withdrawal is exercised, Customers will receive a full refund of the product price, including the shipping costs if incurred (excluding the additional costs for accelerated delivery options or ancillary services, gift packs, and other additional charges).

6.2. Customers must return the products to IWoodS within fourteen (14) calendar days from the date of notification of the intention to withdraw from the purchase contract, under the same conditions as they were received. If a Customer has not already returned other products for more than 2 (two), the cost of the shipment for the return will be borne by IWoodS, which will send its own Courier to pick up the goods. Customers have the legal obligation to take care of the products while in their possession. If a Customer clearly did not comply with this obligation, IWoodS has the right to act to obtain compensation for the damage suffered.

6.3. Product returns:

Customers must inform IWoodS in writing within thirty (30) calendar days from the day the product is received (or for purchases of multiple products, the day on which the last product was received) by contacting our Customer Service by e-mail: customercare@iwoods.it. Customers must retain a document, which will be sent by e-mail from the IWoodS Team, showing the cancellation of the purchase contract;

The product must not have been used or damaged;

The product must be returned in the original packaging, which is an integral part of the supply;

Products must be returned to IWoodS within fourteen (14) calendar days from the date on which the decision to withdraw from the purchase contract has been notified.

6.4. If Customers terminate the Contract within thirty (30) calendar days from receipt of the product under clause 7 herewith, we will proceed with the due refund as soon as possible provided that: (a) products are picked up by the Courier approved by IWoodS within fourteen (14) calendar days from the date on which the intention to withdraw from the purchase contract has been notified; or (b) if returning products personally, within fourteen calendar days (14) from the day on which the intention to withdraw from the purchase contract has been notified or if the Customer can show proof of delivery of the products to IWoodS in due time. Customers may be held liable for any serious damages. If this occurs, IWoodS has the right to deduct from any refund due to the Customer, the decrease in the value of the product returned.

6.5. Product purchased from IWoodS can be returned safely. Simply follow the return procedures in the Customer Service sectionof this website.

6.6. The right of withdrawal referred to in paragraph 7 shall not apply to: (a) products sealed and opened by you after delivery, the return of which is not suitable because it makes the product unusable (b) for products clearly customized or made according to Customer specifications; (c) products that have become inseparably combined with other items after delivery.

7. Customer Service

For more information and assistance on procedures to purchase on-line or return, you can contact IWoodS Customer Service by using the following e-mail: customercare@iwoods.it

8. Privacy

8.1 Information is available on procedures for the processing of personal data of Customers by consulting the Privacy Policy.

8.2 You are invited to read, if you have not already done so, our Terms and Conditions of Use as they contain important information on our procedures for the processing of the personal data of our users and on general safety systems of www.iwoods.it.

8.3 For more information about our Privacy Policy, you can contact Customer Service by e-mail: customercare@iwoods.it

9. Governing laws and competent jurisdiction

9.1 These General Terms and Conditions of Sale are regulated by Italian law and in particular, by Legislative Decree no. 206 of 6 September 2005 on remote contracts (Consumer Code) - and in particular "Chapter I, Title III of Part III - and Italian Legislative Decree no. 70 of 9 April 2003 related to certain aspects regarding electronic commerce.

9.2 Any dispute arising out of the interpretation, validity and/or performance of these General Conditions of Sale shall be subject to the indispensable territorial jurisdiction of the competent court of the place of residence or domicile of the consumer.

10. Adjustments and updates

The General Terms and Conditions of Sale may be modified periodically due to new laws and regulations or for other reasons related to production or shipping conditions. The new Terms and Conditions of Sale will be effective from the date of publication on www.iwoods.it and will therefore apply to orders sent after that date.

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