RETURNS AND REPAIRS

Returns, Refunds, and the Right of Withdrawal

The provisions of this section regarding the right of withdrawal apply exclusively to distance purchases made directly from Extrema Ratio – either via website www.extremaratio.mom or by email order – by Consumers.

The Consumer has the right to withdraw from the purchase contract, without penalty and without specifying any reason, within 14 calendar days from the day they take physical possession of the products (pursuant to Articles 52 et seq. of the Italian Consumer Code; in the case of multiple goods ordered in a single order but delivered separately, the period begins from the day of delivery of the last product).

The right of withdrawal is subject to the following conditions:

• Whole Product Application: The right applies to the purchased product in its entirety; withdrawal cannot be exercised on only a part of a single purchased product. However, withdrawal may be exercised for only one or some of the multiple products purchased within the same order.
• Product Integrity and Liability: Products must be returned complete with all their parts and accessories, and, where possible, in their original packaging. By law, shipping costs for returning the goods shall be borne by the Customer. The shipment remains under the full responsibility of the Customer until written confirmation of receipt at our warehouse is issued. Pursuant to Article 57 of the Italian Consumer Code, the Customer is solely liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods: in such event, the refund may be proportionally reduced, but not denied. Opening the packaging for the sole purpose of inspecting the product does not affect the right of withdrawal or the right to a refund.
• Exclusions: Pursuant to Article 59, paragraph 1, letter c) of the Italian Consumer Code, the right of withdrawal is excluded for goods made to specification or clearly personalized (e.g., products customized or engraved upon specific Customer request).

Purchase from an Authorized Dealer
For products purchased at a physical retail store, the right of withdrawal provided for distance contracts does not apply. Any returns or exchanges are managed by the dealer according to their own commercial policies.
For warranty assistance requests, the product may be delivered directly to the point of sale where it was purchased; the dealer will handle the claim process with Extrema Ratio.

Purchase via www.extremaratio.mom
To request a return, the Customer may use the specific return function available within their personal account on extremaratio.mom. The Website also provides, on every page, the online withdrawal function referred to in Article 54-bis of the Italian Consumer Code ("withdraw from the contract here"), accessible without registration and continuously available throughout the entire withdrawal period. The account-based procedure described below remains available as an additional channel for managing and tracking the return.

The standard procedure is as follows:

• Log in to your customer account;
• Go to the "Order history and details" section;
• Select the order containing the product you wish to return;
• Choose the product(s) for which you wish to request a return;
• Indicate the quantity to be returned and, if required, add a brief message;
• Submit the return request and confirm its transmission using the appropriate confirmation function.

Once the request is submitted, the Customer can monitor its status from their personal area, in the section dedicated to merchandise returns.
Following confirmation, Customer will receive an acknowledgment of receipt of the withdrawal via email without undue delay, containing the text of the declaration as well as the date and time of transmission.
The return request will be processed by Customer Service.
The operational instructions provided (return code, address, and shipping methods) are for organizational and traceability purposes only and do not condition the exercise of the right of withdrawal, which takes effect upon submission of the declaration; this is without prejudice to the verification of the condition of the returned products pursuant to Article 57 of the Italian Consumer Code.

Alternative Notice of Withdrawal
As an alternative to the Customer’s account procedure, or in case of a direct email order, the Customer may communicate their intention to withdraw from the purchase by sending an explicit declaration via email to: [email protected], also using, if they wish, the standard withdrawal form template pursuant to Annex I, Part B, of the Italian Consumer Code.
If the purchase was made on www.extremaratiousa.com, please contact our dedicated Customer Service at: [email protected] (U.S.A. market only).

Return and Refund

The Customer must return the products without undue delay and, in any event, within 14 days from the date on which they communicated their withdrawal, to the following address: Extrema Ratio S.r.l., Via Traversa delle Ripalte 72/74/76/78, 59100 Prato (PO), Italy, unless otherwise indicated in the return instructions.
Extrema Ratio will refund all payments received, including standard delivery costs (excluding supplementary costs resulting from the Customer’s choice of a type of delivery other than the least expensive type of standard delivery offered by Extrema Ratio), without undue delay and in any event within 14 days from the day on which we are informed of the decision to withdraw. The refund will be carried out using the same means of payment as the Customer used for the initial transaction, unless expressly agreed otherwise and provided that Customer does not incur any fees as a result of the refund (Article 56 of the Italian Consumer Code). We may withhold the refund until we have received the goods back or until the Customer has supplied evidence of having sent back the goods, whichever is the earliest.

Repair / Service Requests

To request a repair service, the Customer must send an email to: [email protected].
If you purchased on www.extremaratiousa.com, please contact our Customer Service at: [email protected] (U.S.A. market only).

To open a service claim, we will require:

• Proof of purchase or payment indicating the date of the original purchase;
• A detailed description of the issue;
• Clear and comprehensive photographs;
• Order number;
• First and last name of the account holder who placed the order;
• The product(s) you wish to return;
• Email address or phone contact.

Following verification, we will issue a Return Merchandise Authorization (RMA) along with operational instructions.

Do not ship any product before receiving authorization.

Inside the package the following items must be included:

• A copy of the authorization (RMA);
• A clear summary of the issue and/or the service requested;
• Complete delivery address for the return shipment (we do not ship to PO BOXES).

Repair turnaround times, based on the type of intervention required, will be communicated during the acceptance phase.
Repairs falling under the Statutory Legal Warranty of Conformity (Articles 128 et seq. of the Italian Consumer Code) will be carried out free of charge for the Customer, including shipping costs.
For repairs covered by the Extrema Ratio commercial warranty, the terms indicated in the Warranty section shall apply; for out-of-warranty repairs, all costs, including any shipping fees, will be specified in a quotation.

Please note: Products sent to our facility for repair or service without an authorization code (RMA) will not be accepted and will be returned to the sender at their own expense.

The foregoing does not apply to the exercise of the right of withdrawal, which is not subject to any prior authorization: the return procedure described above for withdrawal is intended solely to facilitate the management and traceability of the return.