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Customer Care

What are cookies?
Cookies are small text files saved on your computer when you visit certain web pages.
Cookies must be enabled to order products on www.ferplast.com. If you do not want to accept cookies, you can still visit the site and use if for research. Cookies are enabled on most browsers. Information on how to change your browser's cookies settings can be found below.
Cookies that are used on www.ferplast.com are not harmful to your device. The cookies we generate do not save personal identification information such as, for example, credit card details, but we use encrypted information collected by the same to improve your site visit. For example, they help to identify and fix errors or identify significant associated products to be shown to the visitor during navigation.
We are providing you with this information since an integral part of our initiative aimed to meet recent law and to ensure our honesty and accountability regarding your privacy when you use our website. We are working on additional improvements with regards to privacy and cookies concerning the site.
Additional information on cookies can be found at:www.allaboutcookies.org and www.youronlinechoices.eu. Cookies can meet different functions such as, for example, they let you efficiently navigate between pages, remembering your preferences and, in general, can improve the user experience.
www.ferplast.com reserves the right to use cookies, with the user's consent where required by law or applicable regulations, to facilitate navigation on this site and customise the information that appears. www.ferplast.com also reserves the right to use similar systems to collect technical information without personal data provided by the user during navigation, on site users such as, for example, IP address, internet browser type and operating system used and/or web pages visited by a user, for statistics or security purposes. www.ferplast.com can collect this information to track site use and improve certain aspects.
Following is a brief illustration of how www.ferplast.com uses cookies and similar instruments.

Navigation cookies
These cookies are required to allow you to move within the site and use all its functions such as, for example, accessing reserved website areas. The required services, such as purchase cart or e-billing, cannot be provided without these cookies.
Cookies strictly necessary are used to save a unique identifier to manage and identify the user as unique compared to other users who are visiting the site at that time, to provide the user with a coherent and precise service.
    Some examples include:
  • Memory of previous actions (for example, entered text) during navigation back to a page in the same session;
  • Security token management and passage to different services in a website to identify visitor status (for example, registered or not registered);
  • Token maintenance for reserved website area implementation;
  • Client redirecting to specific service versions/applications, as may be required during technical migration.

Navigation cookies used on www.ferplast.com are temporary, thus they are deleted by the computer at the end of site navigation.

Analytic cookies
These cookies can be session or persistent set by www.ferplast.com or partners. Their use is limited to website performance and improvement. These cookies collect information on how the visitor uses the site such as, for example, the pages visited. These cookies do not collect information that can identify the user. All information collected by these cookies is aggregate in anonymous form and are only used to improve site functions.
    Some examples include:
  • Web Analytics, collected data is only limited to website use by the operator, to manage site performance and layout. These cookies are third party. Please refer to the pertinent policies, that may vary and thus should be frequently read, where you will find more thorough information:
    Google Analytics: https://developers.google.com/analytics/devguides/collection/analyticsjs/cookie-usage;
  • Error management — Measurement of errors that occur on the site, usually this function will support service or claim management improvement and will generally be strictly tied to web analysis;
  • Test different site page layouts — Test on layout changes, usually using A/B or multi-variable tests, to ensure that a coherent layout is preserved for the site user in current or subsequent sessions. Persistent type cookies are saved on the computer for a maximum of 30 days, after which they are automatically deleted.
To disable analytic cookies and prevent Google Analytics from collecting your navigation data, download the additional browser component to disable Google Analytics: https://tools.google.com/dlpage/gaoptout. Mailchimp
To distribute and manage the newsletter, www.ferplast.com uses the service offered by MailChimp (The Rocket Science Group, LLC, 512 Means St., Suite 404 - 30318 - Atlanta, Georgia) and simply called "MailChimp" below.
Collected data is saved on MailChimp secure servers.
Pursuant to the MailChimp privacy policy, your data will never be directly used by MailChimp or sold to third parties by them. MailChimp employs appropriately authorised operators to maintain the service who may have access to your data when running this function. In any case, the guarantees set by the MailChimp privacy policy apply.
Google Tag Manager:
Google Tag Manager is a web analytics tool to manage tags in websites, such as Google Analytics scripts (for statistics), the remarketing code for Google Adwords and many others. A single code (script) is added to website pages with Google Tag Manager, with the possibility of directly adding/editing/deleting tags using the provided intuitive web interface.
Read how to disable cookie use by Google Tag Manager at: https://www.google.it/intl/it/policies/technologies/managing/

Functional cookies
These cookies can be set by www.ferplast.com or partners with session or persistent duration. Usually, these cookies are consequent to a user action but can also be implemented when supplying a service not explicitly requested but offered to the user. They can also be used to prevent offering a previously offered and rejected service to that given user again. Furthermore, these cookies allow the site to remember user choices (such as, for example, user name, language, country of origin, etc.). Information collected by these cookies are anonymous and cannot track user behaviour on other sites.
    Some examples include:
  • remembering settings a user applied to a website such as, for example layout, font size, preferences, colour, etc.;
  • remembering a choice so that completing a questionnaire is no longer requested.
  • detecting whether a service was already offered such as, for example, a tutorial for subsequent website visits;
  • Providing information to allow an optional service to run such as, for example, a live chat session.
  • Meeting a user request such as, for example, presenting a comment. Persistent type cookies are saved on the computer for a maximum of 30 days, after which they are automatically deleted.
Third party cookies for marketing/retargeting
These cookies are used by www.ferplast.com partners to display www.ferplast.com advertising banners on other sites, showing the most recent products you viewed on www.ferplast.com. When visiting www.ferplastcom, these cookies are also used to show you products that may interest you or similar to ones you previously viewed, based on your navigation history. The use of these cookies does not imply personal data processing but can permit connection to your computer or other devices and track saved data: these coolies connect to the browser installed on your computer or other devices used during navigation on our site.
This type of cookie is third party. Please refer to the pertinent policies, that may vary and thus should be frequently read, where you will find more thorough information: Google. http://www.google.it/intl/it/policies/technologies/ads/
Here you can choose to disable advertisements based on interests: http://www.google.com/settings/ads
Yahoo Commerce Central: https://commercecentral.yahoo.com/terms/privacy
Facebook:https://it-it.facebook.com/help/cookies/

How can I disable cookies?
Most browsers automatically accept cookies but you can choose not to accept them. Disabling this function is not recommended since this could prevent free movement from one page to the next and to use all site functions.
If you do not want your computer to receive and save cookies, you can edit your browser security settings (Internet Explorer, Google Chrome, Safari etc.). In any case, please note that certain parts of our site can only be fully used if your browser accepts cookies; otherwise, you will not be able to add products to your cart and purchase them (for example). Consequently, your decision to remove and not accept cookies could negatively affect your visit on our site.
If you decide to edit your cookie settings, entering in the various browser settings, following are brief instructions on how to do this in the four most popular browsers:
Microsoft Internet Explorer
Click on the "Tools" icon at the top right hand corner and select "Internet options". In the pop up window, select "Privacy". Here you can edit your cookie settings.

Google Chrome
Click on the spanner at the top right hand corner and select "Settings". At this point, select "Under the hood" and edit the "Privacy" settings.

Mozilla Firefox
From the dropdown menu at the top left, select "Options". In the pop up window, select "Privacy". Here you can edit your cookie settings.

Safari
From the dropdown settings menu at the top right hand corner, select "Preferences". Select "Security" to edit your cookie settings.
To learn more on cookies and how to manage or disable third party or marketing/retargeting ones, visit www.youronlinechoices.com.
PRIVACY POLICY for www.ferplast.com/gb
Information document pursuant to and for the purposes of article 13 of (Italian) Legislative Decree no. 196 dated 30th June 2003.

CONTENTS

1. GENERAL INFORMATION
2. PERSONAL DATA
3. DATA CONTROLLER
4. PURPOSES OF DATA PROCESSING, REQURING CONSENT WHERE NECESSARY
5. METHODS USED TO PROCESS AND STORE DATA
6. SCOPE OF COMMUNICATION AND DISSEMINATION OF DATA
7. PROVISION OF PERSONAL DATA AND THE CONSEQUENCES OF ANY REFUSAL TO DO SO
8. COOKIES (reference)
9. UPDATES TO THE PRIVACY POLICY
10. EXERCISING YOUR RIGHTS UNDER THE PERSONAL DATA PROTECTION CODE
11. ART. 7: RIGHT TO ACCESS PERSONAL DATA AND OTHER RIGHTS
12. MANAGING THE PERSONAL DATA THAT YOU HAVE PROVIDED

1 – GENERAL INFORMATION


In compliance with (Italian) Legislative Decree no. 196, dated 30th June 2003 (the so-called ‘Personal Data Protection Code’), we hereby provide you with all necessary information regarding the purposes of processing the personal data that you have provided and the methods used to do so, as well as all necessary information regarding the scope of communication and dissemination of said data, the nature of the data in our possession and of their provision.

Ferplast Spa takes great care in processing users’ personal data. The present information document provides information on the privacy policy of the website www.ferplast.com managed by Ferplast Spa. By accessing and using the aforementioned website, you expressly accept the terms and conditions set forth by the present privacy policy. Should you disagree with any of the terms and conditions of this privacy policy, we kindly invite you not to use the website or provide any of your personal details.
Some services may depend on you providing your personal details.

2 – PERSONAL DATA

For the purposes of the present privacy policy, “personal data” shall mean all information that can be used to personally identify the user, including, by means of example but not limited to, their name, surname, address, home or mobile telephone number, email address, age, date of birth, gender, occupation, information and details of the product, product preferences, satisfaction with the products, language, driving experience and similar experience, photographs and stories, etc.
Technical data automatically obtained by the website may also be considered “Personal data”, such as the IP address of the computer being used to navigate the site, which is essential for the navigation itself to take place. Although specific personal data of the person navigating the site is not included therein, it may indirectly refer to the person in question. This data is only used within the technical limits that are strictly necessary in order to provide the services requested.
The privacy policy of Ferplast Spa regulates the processing of users’ personal data, including, by means of example but not limited to, the collection, use, storage and protection of the information that you have provided and/or gathered for the purposes stated below.

3 – DATA CONTROLLER

Ferplast Spa, with legal headquarters in Via 1° Maggio 5, 36070 Castelgomberto (Vi), VAT no./Tax code 01241800240, enrolled with the Register of Companies of Vicenza, Economic and Administrative Index no. VI 153777, is the data controller of the personal data processed as a result of navigating this site, or following the mandatory or voluntary provision of personal data as specified below (please see section 7).

4 - PURPOSES OF DATA PROCESSING, REQUIRING CONSENT WHERE NECESSARY (art. 23 of Italian Legislative Decree no. 196/03)

A) Your data is processed for the following purposes:
• registration with the present website for the purchase of products;
• activities that are strictly linked and instrumental to the management of online purchasing, also through third party companies, upon conclusion of a contract; carrying out procedures on the basis of the contractual obligations in place; for accounting purposes (issuing invoices, making payments);
• providing goods and for the protection of the relative receivables, and therefore to allow all activities relating to the execution of the contractual agreement to be carried out, fulfilling all service requirements and obligations, as well as for anonymous statistical surveys;
• processing requests for information.

B) Furthermore, your data may also be processed for the following purposes:
• promotional communications, even personalised, for information campaigns, through advertising flyers and promotional material in paper format, e-mails, newsletters and invites, sent by Ferplast Spa or by one of its subsidiaries or associated companies or by a company belonging to the same group;
• any programmes and competitions.

Data processing for the aforementioned purposes shall be carried out in compliance with the Personal Data Protection Code, as specifically indicated in the sections relating to the forms for the collection of the data in question.

Your consent will be requested if data is required for any other purpose.

5 – METHODS USED TO PROCESS AND STORE DATA

Your personal data will mainly be processed electronically in an automated way and/or manually, using methods and tools aimed at guaranteeing the highest level of security and confidentiality and carried out by individuals who are specifically delegated to do so, in accordance with articles 31 et seq. of (Italian) Legislative Decree 196/03. Your personal data will be stored at our headquarters or at the headquarters of the third party delegated at the time to carry out the required services, only for the time that is strictly necessary for the purposes stated above and, in any case, no longer than the period of time allowed for by law. In compliance with current legislation, specific safety measures are followed in order to prevent any loss of data, any illicit or improper use and any unauthorised access.

Personal data for contract, administrative and accounting purposes will only be kept for the amount of time needed to complete the administrative tasks for which they have been collected and subsequently processed. For marketing purposes, on the other hand, they will be kept for no longer than twenty-four months from their registration, unless they are effectively transformed into anonymous data.

6 – SCOPE OF COMMUNICATION AND DISSEMINATION OF DATA

Data of a personal nature, and even only data of a sensitive nature, that are subject to processing, will not be disseminated; Ferplast Spa may, however, communicate said data, for the purposes stated above, to companies that have a contractual relationship with Ferplast Spa or that form part of its distribution network, and that may also have their headquarters in another country belonging to the European Union and, in this case, data will only be processed by said parties for the aforementioned purposes.

Data may be communicated to third parties belonging to the following categories:

• suppliers of services for the management of the IT system used by Ferplast Spa and telecommunications networks and to the company managing financial transactions for e-commerce;
• suppliers, also external, managing the archiving of paper and/or digital documents;
• service companies involved in obtaining, recording and processing data from documents, or soft copies provided and created by the customers themselves, for the purposes of large-scale processing of payments, bills of exchange, cheques and other securities;
• suppliers providing customer care services, also through websites (e.g. call centre, help desk services, etc.);
• freelance professionals, studios or companies operating in the field of support and consulting services, also for control of the company’s organisational management;
• companies in a contractual relationship with Ferplast Spa;
• public entities and the public administration for the purposes of checks and controls in compliance with fiscal and civil obligations;
• banks and credit and insurance institutions to carry out financial activities (payments/deposits) and insurance activities;
• suppliers performing checks, inspections and issuing certification on the activities carried out by Ferplast Spa, also in the interests of customers;
• for the purposes stated under section 4, point B), personal data may be communicated to external companies for commercial communications on behalf of Ferplast Spa.

Parties belonging to the above categories may be appointed as Data Processors, or may operate completely autonomously as Data Controllers in their own right. The list of any data processors is constantly updated and made available at the headquarters of Ferplast Spa. Any other communication or dissemination will only be made following your explicit consent to do so.
Storing and sending personal data using the internet is safeguarded by up-to-date technological means in common use.

7 – PROVISION OF PERSONAL DATA AND THE CONSEQUENCES OF ANY REFUSAL TO DO SO

Providing your personal data - as required and highlighted by an asterisk (*) - for the purposes listed under point A) of section 4 of the present Privacy Policy is essential in order to complete the distance sales contract and, therefore, is mandatory if you wish you to buy products sold by www.ferplast.com; although this is not a legal requirement, providing your data is necessary in order to complete registration with the present website and or/ to conclude and execute the aforementioned contract. Therefore, should you refuse to give your consent to the processing of data for the purposes stated by point A) above, it will be impossible to register and buy the products sold on Ferplast Spa's (e-commerce) websites, through which www.ferplast.com collects users’ personal data. Should you refuse to give your consent regarding point A) above, it will be impossible to carry out the activities that are strictly linked and instrumental to the management of relations with Ferplast Spa, who may not be able to supply the goods requested, or that are necessary to fulfil contractual obligations.
Furthermore, the data controller hereby informs you that failure to provide any of the mandatory information, or providing incorrect information, shall have the following consequences:

• the data controller will not be able to guarantee completion of the registration procedure with the present website, nor appropriate data processing for the intended purpose under the contractual agreements in place;
• the results of the data processing may not fulfil the obligations imposed by applicable tax, administrative and civil legislation.

If any data marked “mandatory” is missing from the registration form, it will therefore not be possible to complete the registration procedure.

Providing your personal data for the purposes listed under point B) of section 4 of the present Privacy Policy is completely voluntary and is not legally required: if you do not provide your data for these purposes, then the only consequence will be that Ferplast Spa will be unable to contact you with the promotional communications stated, which may also be personalised as part of an information campaign. Refusing to give your consent regarding data processing for the purposes stated by the aforementioned point B) will have no negative impact on your requests and on the execution of the relative contract (whose purposes are covered by the aforementioned point A).
To exercise your rights pursuant to articles 7, 8, 9 and 10 of (Italian) Legislative Decree no. 196 dated 30th June 2003, simply contact the data controller free of charge by sending a request via email to privacy@ferplast.com

8 – COOKIES (reference)

The use of cookies on this website fully complies with all applicable legal requirements; detailed information on the use of cookies is available here.

9 – UPDATES TO THE PRIVACY POLICY

Ferplast Spa reserves the right to change, amend and add or remove parts of the present privacy policy, at its own discretion and at any time. You are therefore kindly invited to regularly check for any changes to the present page. Continuing to use the website after amendments to the present privacy policy have been published will represent your acceptance of said amendments.

10 – EXERCISING YOUR RIGHTS UNDER THE PERSONAL DATA PROTECTION CODE

To exercise your rights pursuant to articles 7, 8, 9 and 10 of (Italian) Legislative Decree no. 196 dated 30th June 2003, simply contact the data controller free of charge by sending a request via email to privacy@ferplast.com
Please find below article 7 of the Personal Data Protection Code which defines the rights of the individual whose personal data are being processed.

11 - ART. 7: RIGHT TO ACCESS PERSONAL DATA AND OTHER RIGHTS

1. A data subject shall have the right to obtain confirmation as to whether or not personal data concerning him exist, regardless of their being already recorded, and communication of such data in intelligible form.
2. A data subject shall have the right to be informed: a) of the source of the personal data; b) of the purposes and methods of the processing; c) of the logic applied to the processing, if the latter is carried out with the help of electronic means; d) of the identification data concerning the data controller, data processors and the representative designated as per Section 5(2); e) of the entities or categories of entity to whom or which the personal data may be communicated and who or which may get to know said data in their capacity as designated representative(s) in the State’s territory, data processor(s) or person(s) in charge of the processing.
3. A data subject shall have the following rights: a) to obtain updating, rectification or, where interested therein, integration of the data; b) to obtain erasure, anonymization or blocking of data that have been processed unlawfully, including data whose retention is unnecessary for the purposes for which they have been collected or subsequently processed; c) to obtain certification to the effect that the operations as per letters a) and b) have been notified, as also related to their contents, to the entities to whom or which the data were communicated or disseminated, unless this requirement proves impossible or involves a manifestly disproportionate effort compared with the right that is to be protected.
4. A data subject shall have the right to object, in whole or in part: a) on legitimate grounds, to the processing of personal data concerning him/her, even though they are relevant to the purpose of the collection; b) to the processing of personal data concerning him/her, where it is carried out for the purpose of sending advertising material or direct selling or else for the performance of market or commercial communication surveys.

For any request for information and/or queries, questions or complaints regarding the processing of personal data, please contact the data controller by sending an email to privacy@ferplast.com

12 – MANAGING THE PERSONAL DATA THAT YOU HAVE PROVIDED

If you no longer wish to be contacted, the use of your personal data will cease immediately. If you contact the company, please provide your email address, name, address and/or telephone number, in order for us to be able to correctly manage your request.

To be removed from our mailing list at any time, simply send a request via email to privacy@ferplast.com, or use the dedicated link included in every email that you receive.

You can receive an updated list of data processors by simply sending a request via email to privacy@ferplast.com.

Castelgomberto, 06.09.2016
The data controller
Ferplast Spa.
GENERAL TERMS AND CONDITIONS OF SALE for www.ferplast.com/gb

By making any purchase, you fully accept the present General Terms and Conditions of Sale. We therefore kindly invite you to read them carefully.

CONTENTS

1. GENERAL PROVISIONS AND CONTACTS
2. PURCHASE PROCEDURE, PAYMENTS AND CONCLUSION OF THE CONTRACT
3. PRICES, SHIPPING CHARGES AND AVAILABILITY
4. SHIPPING AND DELIVERY
5. RIGHT OF WITHDRAWAL
6. GUARANTEE AND LIABILITY
7. APPLICABLE LAW AND JURISDICTION
8. COPYRIGHT
9. PRIVACY, DATA SECURITY AND PAYMENTS
10. GENERAL TERMS AND CONDITIONS OF SALE: AMENDMENTS AND INVALIDITY

1 – GENERAL PROVISIONS AND CONTACTS


The present General Terms and Conditions of Sale govern all sale and purchase agreements regarding the products/services offered by the online store www.ferplast.com/uk (hereafter also referred to as: the Site) and concluded between the Buyer and the Seller (please see section 1.2 – “Contracting parties and geographical area”).
The General Terms and Conditions of Sale applicable to the contract are published on the Site as of the date when the purchase order is sent, but they may be amended by the Seller at any time (please see section 10 – “General Terms and Conditions of Sale: amendments and invalidity”). Buyers are therefore invited to regularly visit the Site in order to check for any changes and/or updates to the General Terms and Conditions of Sale; Buyers can also view the General Terms and Conditions of Sale that were in force at the time when they placed their purchase order, by accessing the dedicated section of the Site.

1.1 - Contacts
Ferplast United Kingdom, Suite 6 (First Floor), Campion House, Green St, Kidderminster - DY10 1JF
Tel/fax: 01562 757380
E-mail: service.uk@ferplast.com
Co Reg No 2176594 - VAT Reg. No. GB 480 6189 30


1.2 – Contracting parties and geographical area
“Buyer” (hereafter also referred to as “Customer”), refers to any individual, aged 18 or over, or legal entity, who completes actions on the Site. When making a purchase request, the Buyer guarantees that he/she has full legal capacity to act. We invite anyone not belonging to this category to refrain from completing commercial transactions on the Site, asking their parents or guardian to carry out the transaction on their behalf.
The products on sale on the Site will be delivered to the Buyers, who will provide a delivery address located in the United Kingdom (excluding any overseas territories).

“Seller” refers to Ferplast United Kingdom, Suite 6 (First Floor), Campion House, Green St, Kidderminster - DY10 1JF. Please see section 1.1 - “Contacts” for the Seller’s contact details.

2 - PURCHASE PROCEDURE, PAYMENTS AND CONCLUSION OF THE CONTRACT

2.1 – Information on the products displayed on the Site
Each product is presented with a technical data sheet, where you can find the description of all of its main features, main and detailed images, the range of colours and the sizes available.
The images provided give the closest representation possible of the real product. However, please note that the shades of the colours in the images may vary from reality due to the different settings on each individual’s computer or mobile device. Photographs may also not convey the proportions and effective dimensions of the product, which, in any case, are included in the data sheet. For the purposes of the sales contract, the description and the sizes specified in the data sheet shall prevail.

All product information provided on the Site, including technical specifications, images, sizes or details of compatibility, are not binding and may be subject to change at any time, unless they are specifically identified as being binding.

2.2 – Purchase procedure
• By clicking on any of the products displayed on the Site, the Customer will be taken to the relative data sheet, where he/she can view the details of the item (e.g. its dimensions and the available colours). After selecting the quantity and the other characteristics desired (such as the colour and the size), the Customer may continue with the purchase procedure by clicking on “Add to cart”. The product is then added to the virtual shopping cart;
• in order to complete their purchase, the Customer must click on “Proceed to checkout”; the checkout page will then be displayed and the Customer will be asked to fill in a dedicated section with some their personal details, such as name, surname, e-mail address, address and personal tax code. Private Customers will only be required to provide their personal tax code if they requested an invoice for the order by ticking the relative box in the same section of the Site. If the Buyer is a company, then they will also be asked to provide their company name and VAT no., in addition to the aforementioned details relating to their representative.
Lastly, the Customer may also request that the order be delivered to a different address from the one indicated;
• before completing the order, the Customer is required to select their desired “Shipping method” (please see section 4 - “Shipping and delivery”) and “Payment method” (please see following section). An order summary is then provided (“Review your order”), which the Customer must double check before confirming their order, paying particular attention to any discounts or sales initiatives available at the time. By clicking on “Buy now”, all details are confirmed and the order is sent, therefore becoming an “order with obligation to pay”. For accounting-administration purposes, the Seller reserves the right to check the details provided by the Customer. The purchase amount is highlighted in the “Review your order” summary, with indication of the payment method chosen (please see following section).

2.3 – Payment methods and payments
Orders placed on the Site can be paid for using a Credit Card or via PayPal (please see the following sections); the Customer chooses their preferred method of payment at the checkout, in the dedicated section of the Site, as described above (please see the previous section). For each payment, when the goods are shipped, the Seller issues an “amount due” notice or an invoice if the Customer is a company or a private individual who has requested this documentation, as indicated above. These documents are sent via e-mail to the Buyer as soon as they are issued; once the invoice has been issued, it will no longer be possible to change the taxpayer information indicated.

2.3.1 - Credit Card and PayPal
With regard to payments made by Credit Card and via PayPal, the relative amount is debited from the Customer’s account by clicking on “Buy now”. The Buyer’s credit card details are required at the time of payment (please see section 2.2 - “Purchase procedure”), using a secure connection that neither www.ferplast.com nor the Seller have access to; credit card payments are processed using the online payment system ‘Adyen’ (please see section 9 – “Privacy, data security and payments”).
The Customer guarantees that he/she is authorised to use the credit card or PayPal account being used to pay for the order.

2.4 - Requesting an invoice
Please see section 2.2 - “Purchase procedure” and 2.3 - “Payment methods and payments”.

2.5 – Order cancellation
The Customer may cancel their order before concluding the contract (please see the following section). In order to cancel their order, the Customer must notify Ferplast United Kingdom, Suite 6 (First Floor), Campion House, Green St, Kidderminster - DY10 1JF, Tel/fax: 01562 757380, E-mail: service.uk@ferplast.com, providing a clear declaration to that end, which can be sent via email or fax, and attaching both of the following documents:
- the “Order confirmation” that was e-mailed to the Customer after they clicked on “Buy now” (please see section 2.2 – “Purchase procedure” and 2.6 – “Conclusion of the contract”), and
- proof that payment was carried out.

The Seller shall reimburse all amounts received, using the same method used for the original payment, or a similar method indicated by the Buyer; said reimbursement shall be carried out without undue delay and, in any case, no later than 14 days from the date when the Seller was informed of the decision to cancel the order.
This is without prejudice to the right of withdrawal under the terms and conditions referred to by section 6 of the present General Terms and Conditions of Sale.

2.6 – Conclusion of the contract
The bids on the Site are not binding for the Seller and they are not public bids, but merely an ‘invitation to bid’.
The purchase order made by the Buyer represents a binding contract proposal. The Seller confirms receipt of the purchase order by sending an “Order confirmation” via email, which does not represent acceptance of the Buyer’s contract proposal.
The Customer’s purchase proposal is only accepted when the Seller ships the goods to the Customer, confirming that they have been dispatched with a “Shipping confirmation” document sent via e-mail. The contract is concluded when the Buyer receives said document, which is always sent by email. The “Shipping confirmation” is sent along with a new “Amount due” notice or “Invoice” with a description of the product ordered and the main terms of the contract (price, quantity, etc.).

Should the Buyer not receive the “Order confirmation” within 24 hours from sending their purchase order, or if within 96 hours after receiving the “Order confirmation”, they do not receive the “Shipping confirmation” from the Seller or some other notification, they are under the obligation to contact the Seller using the email address service.uk@ferplast.com in order to check the status of their purchase order.
The “Order confirmation” and the “Shipping confirmation” are considered to have been duly received when the parties to whom they are addressed have the possibility of accessing electronic messages.

3 – PRICES, SHIPPING CHARGES AND AVAILABILITY

3.1 - Prices
All prices indicated on the Site are in British Pound Sterling (GBP) and include VAT (and WEEE contributions, if applicable). The Seller reserves the right to change the product’s price at any time; the price of the product charged to the Customer will be the same as the one shown on the Site at the time of placing the order.

3.2 – Shipping charges
Shipping charges are to be paid by the Buyer, unless otherwise specified in the product’s data sheet and during the purchase procedure. Total shipping charges, indicated in British Pound Sterling (GBP) and inclusive of VAT, are shown separately from the amount due for the products purchased and are highlighted in the “Review your order” section and in the “Order confirmation”. Total shipping charges may vary depending on where the products are being delivered to and the type of delivery chosen by the Buyers themselves.

3.3 - Availability
All products displayed on the Site are available for purchase and for shipping to the Customer, unless otherwise indicated. Nevertheless, owing to purchases being made simultaneously on the Site, a product may not be immediately available, making it necessary to wait for restocking. Should this be the case, the Customer will be immediately contacted by email or over the telephone in order to reach an agreement in this regard.

4 – SHIPPING AND DELIVERY

Products may only be delivered within the United Kingdom, excluding overseas territories. For deliveries to remote or inconvenient areas, a surcharge may be applied which will be highlighted during the purchase procedure.

Upon delivery, the Customer is invited to check that the number of items matches the number of items stated in the “Amount due” notice or “Invoice” received via email and that the packaging is not damaged in any way (torn, wet, etc.). If the number of items doesn’t match or the packaging is damaged, the Customer must accept the package ‘subject to verification’, specifying the reason for this on the document that he/she signs for receipt, or the Customer may refuse to accept it. In these cases, the Customer must immediately inform the Seller by sending an email to service.uk@ferplast.com.

4.1 – Non-delivery due to the recipient being absent
In order to streamline the delivery of products purchased on the Site, the Seller uses a number of services available on the market. If the Customer/addressee isn’t present when the delivery arrives, the courier will leave a “notice” of attempted delivery; this notice also includes all of the instructions to be followed for the delivery or pick-up of the goods purchased.
In the case of any doubts, you may send an email to the Seller, to service.uk@ferplast.com, in order to request further information, or contact the courier directly using the contact details provided on the notice of attempted delivery.

4.3 – Shipping and delivery timeframes
The delivery times indicated are not binding, unless otherwise stated in a specific agreement. Nevertheless, the Seller shall do everything in its power to respect these times.
When the order is placed, the Customer will receive a tracking number, allowing them to continuously check the status of the delivery.

5 – RIGHT OF WITHDRAWAL

5. 1 – Instructions for the right of withdrawal
As a consumer, the Customer has the right to withdraw from the contract without providing any justification, within 14 days.
This right of withdrawal terminates 14 days after the date when the Customer or a third party, other than the carrier and indicated by the Customer, acquires physical possession of the goods.
In order to exercise their right of withdrawal, the Customer must inform Ferplast United Kingdom, Suite 6 (First Floor), Campion House, Green St, Kidderminster - DY10 1JF, Tel/fax: 01562 757380, E-mail: service.uk@ferplast.com, of their decision to withdraw from the present contract, providing a clear declaration to that end (e.g. a letter sent via email, fax or post). For this purpose, the Customer may use the attached withdrawal form (please see section 5.3), or may also fill out and electronically send the withdrawal form present on the Site, or may send any other clear declaration to the email address service.uk@ferplast.com. Should the Customer opt for this option, he/she will receive an email without delay confirming receipt of the withdrawal request.
In order to respect the cut-off for the right of withdrawal, it is sufficient for the Customer to send notification of their intention to exercise said right before it expires.

5.2 – Effects of withdrawal
If the Customer withdraws from the present contract, all payments made to the Seller will be reimbursed, including shipping costs (with the exception of additional costs arising from choosing a costlier delivery method compared to the standard delivery option provided); the latter will not be reimbursed in the case of partial withdrawal. Reimbursements will be carried out without delay and, in any case, no later than 14 days after the date when the Seller was informed of the decision to withdraw from the present contract. Said reimbursement will be made using the same payment method used by the Customer for the original transaction, unless the Customer has expressly stated otherwise. In any case, the Customer must not incur any charges as a result of the reimbursement.
The reimbursement may be suspended until goods are returned or until the Customer has demonstrated that they have indeed shipped the goods, if this is earlier.
1. The Customer is kindly requested to send back the goods and return them to the Seller without delay, and, in any case, no later than 14 days from the date when they provided notification of their withdrawal from the present contract. This timeframe is considered respected if goods are shipped before expiry of the 14-day period.
2. The costs for returning the goods are payable by the Customer.
3. If the goods that are subject of the contract cannot be returned normally by post, please be advised that the direct cost of £12.00 shall be payable by the Customer for the return of the goods (with the exception of glass aquariums and terrariums, the cost of which ranges from £15.00 to £80.00, details of which can be provided by customer care upon request).
4. The Customer will only be held responsible for a reduction in value of the goods if they have been handled in a way that goes beyond what is required in order to establish their nature, characteristics and functioning.

5.3 – Withdrawal form (to be completed and returned if you wish to withdraw from the contract)
- Addressee: Ferplast United Kingdom, Suite 6 (First Floor), Campion House, Green St, Kidderminster - DY10 1JF, Tel/fax: 01562 757380, E-mail: service.uk@ferplast.com
- I am/We are (*) writing to inform you of my/our (*) intention to withdraw from my/our (*) sales contract for the following goods/services (*)
- Ordered on (*) /received on (*)
- Name of the consumer(s)
- Address of the consumer(s)
- Signature of the consumer(s) (only if the present form is being sent on paper)
- Date

(*) Delete as appropriate.

6 – GUARANTEE AND LIABILITY

6.1 – Legal guarantee of conformity
All purchases made on the website www.ferplast.com grant Customers the right to the “legal guarantee” provided for by applicable legislation; this guarantee is valid should the product not be compliant with the relative sales contract.
Should the product not be fully compliant, this guarantee allows the Buyer to directly contact the Seller in order to obtain, in a reasonable amount of time and in consideration of the nature of the good and the reason why the Buyer purchased it, the repair or replacement of the good, free of charge, in order to make it compliant or to obtain a reduction in price or the termination of the contract. In any event, the guarantee does not cover improper use of the good which is different from the terms of use specified by the Seller/Manufacturer.
The Seller is responsible for all non-conformities arising in the six-year period after the goods have been delivered (with the exception of Scotland, where a five-year period applies).

6.2 – Return of defective/non-compliant products
The Buyer has the right to return a Product if it arrives defective. The Seller reserves the right to carry out checks aimed at verifying the existence of the defect reported by the Buyer.
Should the case of non-compliance be confirmed, the Seller shall repair or replace the good in question in order to make it compliant; if these solutions prove inapplicable, then the Buyer may request that the price be reduced appropriately or that the contract be terminated.
Any reimbursements will be carried out using the same method as the original payment, compatible with Customer requirements.
Should the case of non-compliance not be confirmed, the Seller shall return the product to the Customer, with the latter incurring the relative costs.
In the event of a defective or non-compliant product, the Buyer must make a complaint, as per the following section 6.3.

6.3 – How to complain and where to send complaints
Any complaints must be sent together with the proof of purchase issued by the seller and/or the payment documentation.
Complaints must be promptly made by the Buyer. Complaints are to be forwarded to the Seller via email, to the address service.uk@ferplast.com. The Seller will then immediately notify the Buyer of how to return the product, if necessary.
Once a non-compliance has been flagged up, the product may no longer be used and must be returned to the Seller on the basis of the instructions provided by the latter.

7 – APPLICABLE LAW AND JURISDICTION

The present General Terms and Conditions of Sale and the contract are governed and interpreted in accordance with UK legislation.
For the resolution of civil and criminal disputes relating to the present contract, if the Customer is a consumer, then the courts where they are resident shall have jurisdiction; in all other cases, the courts of Vicenza shall have exclusive jurisdiction.
Please be informed that, should a dispute arise, the Customer can send a complaint using the European Commission's ODR platform, which can be accessed using the following link: http://ec.europa.eu/consumers/odr/index_en.htm

8 – COPYRIGHT

All of the contents included in the website www.ferplast.com are protected by copyright. All rights are owned by Ferplast Spa. It is forbidden for this website to be: copied, either in full or in part, transferred using electronic or conventional means, altered or connected to and used for public or corporate purposes, without the prior written approval of Ferplast Spa.

9 – PRIVACY, DATA SECURITY AND PAYMENTS

The site www.ferplast.com processes all of its Customers’ personal data with the utmost care and confidentiality. All of the terms and conditions required by law are strictly complied with. For further details, please refer to the website’s Privacy Policy section.
Every purchase is made with the utmost security thanks to the use of the most advanced IT systems in the field of e-commerce, together with coding systems (SSL/TLS), allowing for the protection of each Customer’s personal data. Furthermore, Ferplast uses the Adyen secure payment system, allowing for secure payments to be carried out without the Customer’s credit card details becoming accessible to Ferplast or to third parties. At the checkout, the payment details inserted by the Customer are directly “encrypted” by the Customer's browser using Adyen’s ‘Client Side Encryption’ technology. They are then sent to Adyen, where they are decrypted and saved in order to process the payment.

10 – GENERAL TERMS AND CONDITIONS OF SALE: AMENDMENTS AND INVALIDITY

The General Terms and Conditions of Sale applicable are the ones published on the Site on the date when the purchase order was placed.
The Seller reserves the right to amend the present General Terms and Conditions of Sale at any time in order to offer new products or to adapt to Italian and/or European legal requirements. The amended General Terms and Conditions of Sale are available on the Site.
Any changes proposed by the Buyer will not be enough to amend the General Terms and Conditions of Sale, unless they have been expressly accepted by the Seller in writing.
Should any of the present general terms and conditions turn out to be invalid, or become invalid at a later date, this shall not influence the validity of the rest of this contract. In this case, the invalid term shall be replaced with a term that represents its intent and economic purpose as closely as possible, or with appropriate legal provisions. The Parties therefore agree and accept that the invalidity of a term and/or condition shall not represent a substantial legal element for the voidability or invalidity of the agreement, as they declare that this is without prejudice to the good faith in carrying out the contract, and the fact that the Parties could not have been aware of said invalidity when first concluding the agreement.
What methods of payment are available on the website www.ferplast.com?
The website www.ferplast.com accepts payments by credit card, PayPal and bank transfer. What credit cards are accepted? The credit cards currently accepted by the website www.ferplast.com for payments are the following: Visa, Maestro, Mastercard. What cards can I use for PayPal? PayPal accepts the following cards: Mastercard, Maestro, Visa, Visa Electron, American Express, Aura, Discover. Prepaid cards (e.g. Postepay or Kalibra) are generally accepted by PayPal, as long as the issuing company provides an account statement in order to be able to find the PayPal code and become a verified user.

Can I request an invoice?
Of course, as long as you request it before confirming your order and provide all of the details necessary for the invoice.

Is it safe to use my credit card on www.ferplast.com?
Your details are completely secure. In fact, when you place your order, your credit card details are sent to VerySign and are protected against any unauthorised access using SSL (’Secure Socket Layer’) encrypted data transfer. Your details cannot be accessed by third parties. For further information, please refer to the ’Payments’ section under ’General Terms and Conditions of Sale’.

When will the order amount be debited?
The amount is debited as soon as you make the purchase (by clicking on the button “Buy now” at the checkout).

PayPal
You can choose to pay using PayPal on the page where you complete your order.

What is PayPal?
PayPal enables you to pay for online purchases in a simple, secure and cost-free way, as it uses the existing financial infrastructures of bank accounts and credit cards.

Can I pay in cash when the goods are delivered?
No, this is not an accepted method of payment.

What happens if I cancel my order?
Should you terminate your contract, the Seller will reimburse the amount debited. The reimbursement will be made at the same time as the purchase order is cancelled by the Buyer and, in any case, no later than 14 days from when the order is cancelled. A number of days may pass between the reimbursement amount being sent to the Buyer and them receiving it, as a result of the time needed for banking channels to process the transfer.

SHIPPING

What’s the average shipping time for products purchased on www.ferplast.com?
On average, products purchased on the website www.ferplast.com are shipped on the working day after the order has been confirmed.

DELIVERY

What’s the average delivery time for goods purchased on www.ferplast.com?
Depending on the destination, goods are normally delivered around 2/3 working days after we hand over the products to the courier.

Which courier will deliver the goods that I have purchased?
We have chosen one of the fastest and most reliable couriers with the most experience in home delivery: SDA.

What delivery methods are available?
The standard delivery method is ‘ground-level’ delivery. If, on the other hand, you would like to customise the delivery of your order according to your personal requirements, then you can purchase one of the following additional services: - delivery on appointment. In this case, you will be contacted over the telephone and/or via e-mail by the shipping company in order to fix the appointment. The cost of each service will appear separately on the order summary. Please note: customised delivery with additional services is not available for all destinations. The choice of additional services available will depend on the postcode you provide with the shipping details.

How much does shipping cost?
Standard shipping (48/72 hours) of products purchased on www.ferplast.com costs €3.50 if the order amount is less than €30. Shipping is free of charge for orders above €30. Costs for additional services are indicated on the website during the purchase procedure. A surcharge may be applied to the final purchase amount in the case of difficult-to-reach areas.

How can I check the status of my delivery?
When your order is handed over to the courier, you will be provided with a Tracking Number. You can check the progress of your delivery directly on the courier’s website, SDA website, by inserting this code in the section “Delivery tracking”.

Can I use a PO box number as a delivery address?
We kindly request that you do not insert a PO box number in the address field, as this would make it impossible for our couriers to deliver the products that you have purchased. We therefore ask that you provide a full physical address for delivery.

What happens if the recipient is not at home at the time of delivery?
In the case of non-delivery due to the recipient being absent, after two unsuccessful attempts, the order will be taken to storage. The goods will be stored for 15 days, during which time the customer can unblock the order by contacting the courier’s call centre or directly connecting to the courier’s website. There is a charge for releasing the order from storage and redelivery (payable by the customer). This charge may vary depending on the number of days in storage and the area in question. If no instructions are received from the recipient during the 15-day storage period, then the package will be returned to the sender, with the amount paid being reimbursed net of additional delivery fees.

Can I indicate a delivery address that is different from the billing address?
Yes. The order can be delivered to an address of your choice, for example to your workplace or to a person who you know will be at home at the expected time of delivery. You just need to indicate this during the purchase procedure.

What countries can the goods be shipped to?
The website www.ferplast.com can only send the goods you order to addresses within Italy. It is not possible to ship goods to other countries.

If, for any reason, you are not satisfied with the purchase made on the website www.ferplast.com, you have the right to withdraw from the contract and return the product without incurring any form of penalty.

What are the terms and conditions to exercise the right of withdrawal?
If you make a purchase as a consumer, you have the right to withdraw from the contract within 14 days from the date when the products are delivered. It is sufficient to provide notification of your decision to return the product, within this deadline, using the ‘Contact us’ form on the website. You will be immediately contacted by our customer care department which will provide you with instructions on how to return the product. The right to withdrawal is nonetheless subject to the following terms and conditions:

• It applies to the product in its entirety; the right to withdrawal cannot be exercised on only a part of the Product or only on Product accessories.

• The right to withdrawal does not apply to made-to-measure goods or goods that have been clearly customised. This right also does not apply to goods that, for their very nature, are at risk of quickly deteriorating or changing.

• The Product must be returned in its original packaging, completely in tact (including the identification tag).

To limit damages to the original packaging, we recommend putting it in a second box. Under no circumstances should stickers or adhesive tapes be directly applied to the product’s original packaging.

How can I return a product?
To return one or more products, you can fill out the dedicated form on the website, which you’ll find in your reserved area. We will then proceed to authorise the return and our customer care department will send you a ‘return code’ which you must attach to the product being returned.

Is it possible to request a replacement product?
If you exercise the right to withdrawal, meaning the product is returned because you are not satisfied with your purchase, you can only request the reimbursement of the price paid and not the replacement of the product in question.

Do I have to pay the shipping charges for returns?
In the case of withdrawal, the cost of returning the product is always payable by the customer.

How do I have to send the product that I want to return?
You have to return the product within 14 days from the date you received the Return Code, to the following address: Ferplast S.p.A., Via 1° Maggio 5, ZI
36070 Castelgomberto (VI), Italy. You can opt for a courier of your choice or delegate us to send our courier to pick up the package. In this case, the fee for the return is €8, which will be deducted from the total reimbursement for the returned product. Your choices regarding how to return the product must be indicated on the return form.

How much and how will I be reimbursed?
You will be reimbursed within 14 days from the date you provide notification of your withdrawal. Reimbursements may be suspended until we receive the returned goods or until you demonstrate that you have sent the products back to us. The reimbursement will be made using the same payment method as the one chosen for the initial transaction.

Is there a limit to the number of products I can purchase?
There are generally no limits on the number of products or purchase amounts. Nevertheless, www.ferplast.com may reserve the right to limit the purchase of certain limited edition products.

What is meant by “Legal guarantee”?
All purchases made on the website www.ferplast.com grant Customers the right to the “legal guarantee”, which is valid should the product not be compliant with the relative sales contract. Should the product not be fully compliant, this guarantee allows you to obtain the repair or replacement of the good, free of charge, in order to make it compliant or to obtain a reduction in price or the termination of the contract. In any event, the guarantee does not cover improper use of the good which is different from the terms of use specified by the Seller/Manufacturer. Any complaints must be sent together with the proof of purchase issued by the seller and/or the payment documentation.

How long is the Legal guarantee valid?
The Legal guarantee is valid for two years after the goods have been delivered. In any case, you are under the obligation to notify us of any non-compliance no later than two months after you discover it.

How do I have to send the product that I wish to return?
You have to return the product within 14 days from the date you received the Return Code, to the following address: Ferplast S.p.A., Via Primo Maggio 5, ZI 36070 Castelgomberto (VI), Italy. You can opt for a courier of your choice or delegate us to send our courier to pick up the package. In this case, the fee for the return is €8, which will be deducted from the total reimbursement for the returned product. Your choices regarding how to return the product must be indicated on the return form.

How do I return defective or non-compliant products?
To return one or more products, you can fill out the dedicated form on the website, which you’ll find in your reserved area. We will then proceed to authorise the return and our customer care department will send you a ‘return code’ which you must attach to the product being returned.

How can I return a product?
To return one or more products, you can fill out the dedicated form on the website, which you’ll find in your reserved area. We will then proceed to authorise the return and our customer care department will send you a ‘return code’ which you must attach to the product being returned.

How do I purchase the product I’m looking at?
First of all, click on the product that you’re interested in. This allows you to view the product’s data sheet containing detailed information on the item in question. Then, to place your order, click on ‘Add to cart’. At this point, you can decide whether to carry on shopping or proceed to the checkout to complete your order. If you decide to continue shopping, you will continue to see the “shopping bag” image while you browse, showing its contents and the total amount of your purchases. Once you’ve finished shopping, simply click on “Go to cart”. Please remember that you can change the number of items that you wish to purchase, or remove them, on the first page of the ‘shopping cart’ section. If, on the other hand, you wish to complete your order immediately, log-in if you are already a registered user, or register with the site if you haven't already done so. It is not compulsory to register for the purposes of the purchase. Once you have done this, you will be asked to select a delivery address and a billing address, should they be different. You will also be asked to select a delivery method. You can choose a standard delivery or purchase an additional service from the ones available. You will then have to choose one of the payment methods available (credit card, bank transfer or PayPal). www.ferplast.com would like to remind you that payments are completely secure as all credit card details are protected against unauthorised access using SSL (‘Secure Socket Layer’) encrypted data transfer, which cannot be accessed by third parties. Lastly, once your transaction has been duly checked, information regarding your order will be sent to www.ferplast.com and a thank you message will inform you that your purchase has been successfully completed.

How can I find the product that I’m looking for?
From the Home Page, there are a number of possibilities:
• if you want to discover what www.ferplast.com has to offer, simply click on the category that you're interested in (dogs, cats, birds, small pets, fish, reptiles & turtles), select a subcategory (bowls and accessories for feeding, dog clothing, aquariums, etc.) and you can browse through the numerous items available to find what you're looking for.
• if you want to find a specific product, insert one or more words relating to your search into the ’Search’ box in the top let corner (e.g. you can indicate ’leads’ or ‘aquariums’), and a list of products relating to your search will appear.
• You can narrow down your search by using the filters provided with the search results (e.g. plastic bowls, metal bowls, leather leads, etc.).
• Once you’ve found a product that you like, you can click on it to see the relative data sheet; should the product be available in a range of colours or sizes, you can make your selection and then add the item to your shopping cart.

How can I check the status of my order?
To check the status of your order, log-in to the site and go to “My orders”, where you’ll receive all of the information you need. Please remember that our customer care staff are on hand to provide any further information that you may require.

How can I check the status of my delivery?
Once the products have been shipped, the courier will send you an e-mail with the relative Tracking Number, which you can use to check where your delivery is and its status directly on the SDA website.

What happens if the recipient is not at home at the time of delivery?
In the case of non-delivery due to the recipient being absent, after two unsuccessful attempts, the order will be taken to storage. The goods will be stored for 15 days, during which time the customer can unblock the order by contacting the courier’s call centre or directly connecting to the courier’s website. There is a charge for releasing the order from storage and redelivery (payable by the customer). This charge may vary depending on the number of days in storage and the area in question. If no instructions are received from the recipient during the 15-day storage period, then the package will be returned to the sender, with the amount paid being reimbursed net of additional delivery fees.

What happens after returning the product?
In the case of a confirmed non-compliance, Ferplast will make the product compliant in one of the following ways:
• by repairing or replacing the good in question;
• by appropriately reducing the price or by terminating the contract.
Any reimbursements will be carried out using the same payment method chosen by the customer during the purchase procedure. Do I have to pay the shipping charges for returns? In the case of withdrawal, the cost of returning the product is always payable by the customer.

Is it possible to request a replacement product?
If you exercise the right to withdrawal, meaning the product is returned because you are not satisfied with your purchase, you can only request the reimbursement of the price paid and not the replacement of the product in question.

Can Ferplast cancel an order or not send an item contained in the order?
The Ferplast store reserves the right to be able to cancel an order or an item contained in the order should the goods in question not be available, with the customer being duly reimbursed.

What countries can the goods be shipped to?
The website www.ferplast.com can only send the goods you order to addresses within Italy. It is not possible to ship goods to other countries.

Can I indicate a delivery address that is different from the billing address?
Yes. The order can be delivered to an address of your choice, for example to your workplace or to a person who you know will be at home at the expected time of delivery. You just need to indicate this during the purchase procedure.

Can I use a PO box number as a delivery address?
We kindly request that you do not insert a PO box number in the address field, as this would make it impossible for our couriers to deliver the products that you have purchased. We therefore ask that you provide a full physical address for delivery.

Can I pay in cash when the goods are delivered?
No, this payment method is not currently available.

Can I request an invoice?
Of course, as long as you request it before confirming your order and provide all of the details necessary for the invoice.

What’s the average delivery time for goods purchased on www.ferplast.com?
Depending on the destination, goods are normally delivered around 48/72 hours after we hand over the products to the courier.

What’s the average shipping time for products purchased on www.ferplast.com?
On average, products purchased on the website www.ferplast.com are shipped on the working day after the order has been confirmed.

Which courier will deliver the goods that I have purchased?
We have chosen one of the fastest and most reliable couriers with the most experience in home delivery: SDA.

What credit cards are accepted?
The credit cards currently accepted by the website www.ferplast.com for payments are the following: Visa, Mastercard, Maestro

What delivery methods are available?
The standard delivery method is ‘ground-level’ delivery. If, on the other hand, you would like to customise the delivery of your order according to your personal requirements, then you can purchase one of the following additional services: - delivery on appointment. In this case, you will be contacted over the telephone and/or via e-mail by the shipping company in order to fix the appointment. The cost of each service will appear separately on the order summary. Please note: customised delivery with additional services is not available for all destinations. The choice of additional services available will depend on the postcode you provide with the shipping details.

What are the terms and conditions to exercise the right of withdrawal?
If you make a purchase as a consumer, you have the right to withdraw from the contract within 14 days from the date when the products are delivered. It is sufficient to provide notification of your decision to return the product, within this deadline, using the ‘Contact us’ form on the website. You will be immediately contacted by our customer care department which will provide you with instructions on how to return the product. The right to withdrawal is nonetheless subject to the following terms and conditions:
• It applies to the product in its entirety; the right to withdrawal cannot be exercised on only a part of the Product or only on Product accessories.
• The right to withdrawal does not apply to made-to-measure goods or goods that have been clearly customised. This right also does not apply to goods that, for their very nature, are at risk of quickly deteriorating or changing.
• The Product must be returned in its original packaging, completely in tact (including the identification tag). To limit damages to the original packaging, we recommend putting it in a second box. Under no circumstances should stickers or adhesive tapes be directly applied to the product’s original packaging.

What payment methods are available on the website www.ferplast.com?
The website www.ferplast.com accepts payments by credit card, PayPal and bank transfer.

When will the order amount be debited?
The amount is debited as soon as you make the purchase (by clicking on the button “Buy now” at the checkout). When is the purchase procedure completed? After you have inserted the necessary payment details, you will be directed to the order confirmation page, containing the order reference number and the date of the order. A thank you message in the centre of the page will inform you that the purchase procedure has been correctly completed. Lastly, you’ll receive an e-mail with the details of your order and the confirmation that it has been received correctly. If, within 24 hours, you haven’t received any form of communication, we kindly request that you write to us using the dedicated ‘Contact us’ section.

How much does shipping cost?
Standard shipping (48/72 hours) of products purchased on www.ferplast.com costs €3.50 if the order amount is less than €30. Shipping is free of charge for orders above €30. Costs for additional services are indicated on the website during the purchase procedure. A surcharge may be applied to the final purchase amount in the case of difficult-to-reach areas.

How much and how will I be reimbursed?
You will be reimbursed within 14 days from the date you provide notification of your withdrawal. Reimbursements may be suspended until we receive the returned goods or until you demonstrate that you have sent the products back to us. A number of days may pass between the reimbursement amount being sent to the Buyer and them receiving it, as a result of the time needed for banking channels to process the transfer.

Do I have to buy the goods that I add to the “cart”?
No. You can carry out any number of trial runs and then decide not to complete the order, despite having inserted products in your ‘cart’.

Is it safe to use my credit card on www.ferplast.com?
Every purchase is made with the utmost security thanks to the use of the most advanced IT systems in the field of e-commerce, together with coding systems (SSL/TLS), allowing for the protection of each Customer’s personal data. Furthermore, Ferplast uses the ‘Adyen’ secure payment system, allowing for secure payments to be carried out, without the Customer’s credit card details becoming accessible to Ferplast or to third parties.

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