This policy governs the management of returns, refunds and the right of withdrawal for purchases made on the website www.freedompro.eu.
These conditions supplement the Terms and Conditions of Sale published on the website. In the event of any conflict between this policy and the mandatory rights granted to consumers by applicable law, such rights shall always prevail.
1. Contacts for returns and assistance
For requests relating to returns, refunds, defective products, damaged products or incorrect orders, you can contact Freedompro at support@freedompro.eu.
To help us manage your request, we recommend always providing the order number, first name and last name or company name, the email address used for the purchase, the product or products concerned, the reason for the request where useful, and photographs or videos in the case of a damaged, defective or non-compliant product.
2. Right of withdrawal for consumers
If you purchase as a consumer, meaning as a natural person who purchases for purposes unrelated to their business, commercial, craft or professional activity, you have the right to withdraw from the online purchase contract within 14 days from delivery of the product, without having to provide any reason.
In the case of an order relating to multiple products delivered separately, the 14-day period starts from the day on which you receive the last product.
To exercise the right of withdrawal, it is sufficient to notify Freedompro of your decision to withdraw within the 14-day period.
The main method for requesting a return is the return request function available through the Shopify customer account. Alternatively, the consumer may communicate their decision by email to support@freedompro.eu.
The reason for the return may be requested for operational purposes or to improve the service, but it is not mandatory for exercising the consumer’s right of withdrawal.
3. How to request a return through the Shopify customer account
Freedompro uses the native return request management system provided by Shopify.
To submit a return request through your customer account:
- log in to your customer account from the website www.freedompro.eu, using the link available in the account area, on the returns page or in the website footer, where present;
- enter the email address used for the purchase;
- open the email received from the system and copy the six-digit verification code;
- enter the verification code to access your account;
- select the order for which you want to request a return;
- click Request return;
- select the product or products you want to return;
- select the reason for the return and, where useful, add a note;
- submit the return request.
Return requests may be submitted through the customer account for fulfilled or partially fulfilled orders, according to the features and rules configured in the Shopify store.
After the request has been submitted, Freedompro will receive a notification and may review the request in accordance with this policy, the Terms and Conditions of Sale and applicable law.
4. Assessment and approval of the request
Submitting a return request through the Shopify customer account does not automatically mean that the return has been approved.
Freedompro will review the request and may:
- approve it, sending the customer the return instructions;
- request additional information, where necessary;
- propose an alternative solution, if appropriate;
- reject it, if the request does not comply with this policy, the Terms and Conditions of Sale or applicable law.
In the event of approval, the customer will receive a communication with the operational instructions for the return. The instructions may include the return address, any shipping instructions, any return label where applicable, and any other information required to correctly manage the return of the product.
5. Request by email
As an alternative to the request through the Shopify customer account, the consumer may communicate the withdrawal or submit a return request by writing to support@freedompro.eu.
In the case of consumer withdrawal, the communication must be sent within 14 days from delivery of the product.
To allow the request to be handled quickly, we recommend indicating the order number, first name and last name, the email address used for the purchase, the product or products for which the return is requested, and any information useful for managing the request.
The email request is the only alternative method to the native return management through the Shopify customer account.
6. Returning products
The consumer who has exercised the right of withdrawal must return the products without undue delay and in any case within 14 days from the date on which they notified Freedompro of their decision to withdraw.
The products must be returned complete with any accessories, manuals, components and documentation received.
We invite you to return the product, where possible, in its original packaging and with suitable packaging to protect it during transport. The original packaging must not be used as the only shipping packaging and labels or adhesive tape should not be applied directly to the product packaging, where avoidable.
The absence of the original packaging does not automatically result in the loss of the right of withdrawal. However, the consumer is responsible for any reduction in the value of the product resulting from handling other than what is necessary to establish its nature, characteristics and functioning.
7. Return shipping costs
In the event of withdrawal due to a simple change of mind, the direct costs of returning the product are borne by the consumer, unless expressly indicated otherwise by Freedompro.
If, however, the product received is incorrect, damaged, defective or non-compliant with the order, Freedompro will assess the request and, where the issue is confirmed, will provide instructions for managing the return, replacement or refund without return costs being charged to the customer, within the limits provided for by applicable law.
8. Refund in the event of withdrawal
In the event of valid exercise of the right of withdrawal, Freedompro will refund the consumer the payments received for the products subject to withdrawal.
In the case of withdrawal relating to the entire order, the standard delivery costs, if paid by the consumer at the time of purchase, will also be refunded.
Supplementary costs resulting from the choice of a delivery method other than the least expensive standard delivery offered by Freedompro will not be refunded.
If the order benefited from free shipping, no delivery cost will be refunded because it was not paid separately by the consumer. In the event of a valid consumer withdrawal from the entire order, Freedompro will not apply deductions relating to the ordinary shipping cost incurred for the initial shipment, except in cases where this is permitted by applicable law.
For partial returns, the refund will relate to the price actually paid for the returned product or products, taking into account any discounts, promotions or codes applied to the order. Initial delivery costs, where paid, will not normally be refunded in the case of a partial return, unless otherwise required by law or following a specific assessment of the case.
The refund will be made using the same payment method used for the purchase, unless otherwise agreed with the customer.
Freedompro may withhold the refund until it has received the returned products or until the consumer has provided proof of having shipped them back, whichever occurs first.
9. Reduction of the refund
Freedompro may reduce the refund in the event of a reduction in the value of the product resulting from handling other than what is necessary to establish its nature, characteristics and functioning.
By way of example, the reduction may be applied in the case of a product damaged for reasons not attributable to the return transport arranged by Freedompro, a product missing essential components, accessories or manuals, a product used beyond normal inspection, a product tampered with, incorrectly installed or altered, or inadequate packaging that caused damage during the return.
The reduction of the refund will be assessed on a case-by-case basis and communicated to the customer.
10. Defective, damaged or non-compliant products
If the product received is defective, damaged, incorrect or non-compliant with the order, the customer is invited to promptly contact Freedompro at support@freedompro.eu or to submit the request through the Shopify customer account, if the function is available for the order.
To speed up the management of the case, it is useful to attach or indicate the order number, a description of the problem, photographs of the external packaging, photographs of the product, any videos showing the malfunction, the serial number or other product identifiers, if available.
Freedompro will assess the request and indicate the most appropriate solution, which may include technical verification, repair, replacement, refund or another solution provided for by applicable law.
This procedure does not in any way limit the consumer’s rights arising from the legal guarantee of conformity.
11. Legal guarantee of conformity
Products sold to consumers are covered by the legal guarantee of conformity provided for by applicable law.
The legal guarantee protects the consumer in the event of lack of conformity existing at the time of delivery and becoming apparent within the period provided for by law.
In the event of lack of conformity, the consumer is entitled to the remedies provided for by applicable law, which may include repair, replacement, price reduction or termination of the contract, according to the conditions provided for by law.
The legal guarantee is separate from the right of withdrawal: withdrawal concerns a change of mind regarding an online purchase within 14 days; the guarantee, on the other hand, concerns any defects or non-conformity of the product.
12. Exclusions and cases not covered
Within the limits permitted by applicable law, damage or malfunctions resulting from improper use or use not compliant with the instructions, incorrect or non-compliant installation, work carried out by unqualified personnel where required, tampering, unauthorised modifications or repairs, impacts, falls, accidental damage or negligent use, incorrect electrical connections, use with loads, systems, devices, power supplies or environments not compatible with the product specifications, normal wear and tear, or external causes not attributable to Freedompro are not covered by refund, replacement or guarantee.
Any mandatory protection provided in favour of the consumer by applicable law remains unaffected.
13. Returns by professional customers
If you purchase as a professional customer, meaning within the scope of your business, commercial, craft or professional activity, the right of withdrawal provided for consumers does not apply, unless otherwise agreed in writing or under a specific commercial policy communicated by Freedompro.
Any return requests from professional customers, installers, resellers, distributors or companies will be assessed on a case-by-case basis by Freedompro.
Any authorisation of a return does not constitute recognition of a general right to return products.
The rights of the professional customer in the event of faults, defects or non-conformity under applicable law and any specific commercial agreements remain unaffected.
14. Orders with discount codes, promotions or bundles
In the case of a return relating to products purchased with discount codes, promotions, special offers or bundles, the refund will be calculated on the price actually paid by the customer for the returned products.
If a discount was conditional on the joint purchase of multiple products or on reaching a minimum order threshold, Freedompro may recalculate the refund taking into account the effect of the return on the promotion applied, within the limits permitted by applicable law.
In the case of bundles or kits, Freedompro may require the return of the entire bundle or kit, unless otherwise indicated.
15. Processing times
Freedompro undertakes to manage return, refund and assistance requests within reasonable times.
Processing times may vary depending on the completeness of the information received, the time required to receive the returned product, the technical or logistical verification and the timing of the payment method used.
Once approved, the refund may take a few working days to appear on the customer’s account or payment method, depending on the timelines of the payment service provider.
16. Return address
The address for returning products will be communicated by Freedompro in the operational instructions sent after approval of the return request.
The customer must not ship products without having received the operational instructions, except where they have already validly exercised the right of withdrawal by explicit communication and must comply with the return deadlines provided for by applicable law.
To avoid loss or delays, we recommend using a tracked shipping service and suitable packaging.
17. Updates to this policy
Freedompro may amend or update this policy to reflect regulatory, organisational, logistical, commercial changes or changes relating to the Shopify features used for return management.
The updated version will be published on this page with an indication of the date of last update.
