Can I return a product purchased on sbm-srl.it?

Yes. If you are a private customer (consumer), you have the right to withdraw from your order within 14 days of receiving the products, without having to provide a reason.

For professional/B2B customers (companies, VAT-registered businesses), returns and exchanges are only possible subject to prior written agreement with SBM.

How long do I have to request a return?

You have 14 days from the day you receive the product (or the last product, in the case of multiple deliveries relating to the same order).

How do I request a return?

  1. Send an email to commerciale@sbm-srl.it, indicating:
    • order number;
    • item code(s) of the product(s) you wish to return;
    • your details (first name, surname and contact details);
    • your IBAN for the refund, if required.
  2. Wait for SBM to reply with the instructions and the RMA (Return Merchandise Authorisation) code.

  3. Carefully package the product, clearly display the RMA code on the parcel and ship it to the address provided in the instructions (normally):

    SBM S.R.L. – Returns Department

    Via Passavone 1/D

    20087 Robecco sul Naviglio (MI) – Italy

Shipments without an RMA code or without prior authorisation may be refused.

What condition must products be in to be returned?

For a return to be accepted, products must be:

  • intact and unused;
  • complete with all parts, accessories and manuals;
  • in their original, undamaged packaging;
  • free from signs of wear, dirt or tampering.

We recommend placing the original packaging inside a second box, avoiding the application of labels or adhesive tape directly to the product packaging.

Who pays the return shipping costs?

Unless otherwise agreed in writing, return shipping costs are borne by the customer.

Any additional costs, such as storage charges, failed collection, customs duties or other customs charges relating to the return shipment, shall also be borne by the customer.

How and when will I receive my refund?

  • Once the returned products have been received and their condition has been checked, SBM will issue the refund within 14 days.
  • The refunded amount includes the price paid for the products and, where applicable, the standard outbound shipping costs. Any additional services or special delivery charges are excluded.
  • The refund will normally be made using the same payment method used for the original order, unless otherwise agreed.

SBM may withhold the refund until the products have been physically received or until you have provided evidence that they have been shipped, for example by providing tracking information.

Can I exchange a product for another one?

Yes, although a product exchange is normally handled as follows:

  1. Return the product you no longer want by following the return procedure described above;
  2. Place a new order for the replacement product you wish to purchase.

For specific requirements, for example replacement with an agreed similar product, you can contact commerciale@sbm-srl.it to determine the most appropriate solution with SBM.

Are there any products for which I cannot exercise the right of withdrawal?

Yes. The right of withdrawal does not apply, among other cases:

  • to products made to measure or customised at the customer’s request;
  • to products liable to deteriorate or expire rapidly;
  • to sealed products which, for hygiene or health and safety reasons, are not suitable for return once opened after delivery;
  • to products which, after delivery, have become inseparably mixed with other goods.

In these cases, returns cannot be accepted unless otherwise agreed in writing with SBM.

Who can I contact if I have questions about returns and exchanges?

For any questions or assistance regarding returns, exchanges and after-sales support, please contact:

SBM S.R.L.

Email: commerciale@sbm-srl.it

Tel.: +39 02 97271824

Returns and Exchanges Policy – Full Version

1. Scope of Application

This Returns and Exchanges Policy applies to purchases made through sbm-srl.it.

The right of withdrawal applies exclusively to Customers qualifying as “consumers” (private individuals) under applicable law.

For professional/B2B Customers (companies and VAT-registered businesses), the applicable return conditions are agreed with SBM on a case-by-case basis.

2. Right of Withdrawal – Returns for Private Customers

  • Consumer Customers have the right to withdraw from their order within 14 days of receiving the products, without having to provide a reason.
  • Within the same period, the Customer must send SBM an explicit notice of withdrawal, for example by email, indicating the order number, personal details and the product(s) to be returned.
  • The notice must be sent to: commerciale@sbm-srl.it

3. Condition of Products Being Returned

For a return to be accepted, products must be:

  • intact and unused;
  • complete with all parts and accessories;
  • in their original, undamaged packaging;
  • free from signs of wear, dirt or tampering.

We recommend placing the original packaging inside a second box, avoiding the application of labels or adhesive tape directly to the product packaging.

4. Returns Procedure

  1. The Customer sends the return request to commerciale@sbm-srl.it, indicating:
    • order number;
    • item code(s);
    • bank details (IBAN) for the refund, if required.
  2. SBM sends the Customer the instructions and an RMA (Return Merchandise Authorisation) code.

  3. The Customer carefully packages the products, clearly displays the RMA code on the parcel and ships them to the following address, unless otherwise instructed:

    SBM S.R.L. – Returns Department

    Via Passavone 1/D

    20087 Robecco sul Naviglio (MI) – Italy

  4. Shipments without an RMA code or without prior authorisation may be refused.

5. Return Shipping Costs

  • Unless otherwise agreed, return shipping costs are borne by the Customer.
  • Any additional costs arising from failed collection, storage, customs duties or other customs charges relating to the return shipment shall also be borne by the Customer.

6. Refunds

  • Once the returned products have been received and their condition has been checked, SBM will issue the refund within 14 days.
  • The refund includes the amount paid for the products and, where applicable, the standard outbound shipping costs. Additional services or special delivery charges are excluded.

  • SBM may withhold the refund until:

    • the products have been physically received, or
    • the Customer has provided evidence that they have been shipped, for example through tracking information,

    whichever occurs first.

The refund will be made using the same payment method used for the original order, unless otherwise agreed with the Customer.

7. Exceptions to Returns

The right of withdrawal does not apply, among other cases:

  • to products made to measure or clearly customised;
  • to products which, by their nature, are liable to deteriorate or expire rapidly;
  • to sealed products which are not suitable for return for hygiene or health protection reasons and which have been opened after delivery;
  • to products which, after delivery, have become inseparably mixed with other goods.

In these cases, returns cannot be accepted unless otherwise agreed in writing with SBM.

8. Product Exchanges

  • A product exchange, for example a change of model or version, is normally handled as a return + new order:
    1. the Customer returns the product by following the procedure described above;
    2. the Customer places a new order for the desired product.
  • Alternatively, for specific requirements, such as replacement with a similar product, the most appropriate procedure may be agreed directly with SBM by contacting commerciale@sbm-srl.it.

For professional/B2B Customers, all exchanges and returns are always subject to prior written agreement with SBM.

9. Contact Details for Returns and Exchanges

For any request relating to returns, exchanges or after-sales support:

SBM S.R.L.

Email: commerciale@sbm-srl.it

Tel.: +39 02 97271824