Refund policy
When a service can be cancelled, what is returned and how long it takes. This policy applies to online payments for shipments and ancillary services of TM Italy Import Export.
Cancellation before pickup
As long as the goods have not been collected, the order may be cancelled free of charge by writing to the contact details at the foot of this page or from your client area. The amount paid is refunded in full.
Once the goods have been collected, cancellation is no longer possible: the goods may be returned, which is a new chargeable service.
The consumer's right of withdrawal
Consumer customers have the fourteen-day right of withdrawal provided by the Italian Consumer Code. As transport is a service, the request for immediate performance authorised when the order is placed means that, once the service has been performed, the right of withdrawal is lost under Art. 59 of the Consumer Code.
Where performance has begun but is not complete, withdrawal remains possible and the refund is proportionate to the part of the service not performed.
Service not performed
Where the shipment is not carried out for reasons attributable to us, the price is refunded in full, including any ancillary charges billed for that service.
Where the shipment does not leave because of incorrect information, goods that are not ready or missing documents, only the costs actually incurred are retained and are itemised for the customer.
Loss, damage and delay
In the event of total loss of the goods, both the value of the goods, within the compensation limits set out in the conditions of carriage, and the transport charge are refunded.
In the event of partial damage, compensation is proportionate to the damage established. For a delay attributable to the carrier, the difference between the service paid for and the service actually provided is refunded.
How to request a refund
The request must be sent in writing within the claim periods set out in the conditions of carriage, stating the order number, the shipment number and the reason. Where the request concerns damage, photographic evidence and proof of value are added to the file.
We examine the request within fifteen working days and confirm the outcome and the amount granted in writing.
Refund timing and method
The refund is issued to the same payment instrument used for the order, within ten working days of the request being granted. How quickly it appears then depends on the card issuer and may take a few days more.
No charge is made to the customer for issuing a refund.
Disputes
If the outcome is not considered satisfactory, the decision may be contested in writing within thirty days. The rights the law grants consumers, and the possibility of turning to alternative dispute resolution bodies, remain unaffected.