Terms & Conditions

In the following conditions, “WebsiteOwner” means The New Order by The New Order srl

General conditions of Sale

In force from 01/01/2016.
The following General Conditions of Sale regulate the offer and sale of products on this website (also, alternatively, the “Site”).
The products and/or services purchased on the Site are offered and sold by commercial partners affiliated with The New Order srl and by The New Order srl itself
You can request any information and/or send communications and/or submit complaints regarding sales, purchase orders, products, payments and shipments, by contacting The New Order srl Customer Service (“Customer Service”), using the methods referred to in the art. 16.

1. Scope of application

1.1 The sale of products through the Site (“Products”) constitutes a distance contract governed by Chapter I, Title III (articles 45 et seq.) of Legislative Decree 6 September 2005, n. 206 (“Consumer Code”) and by Legislative Decree 9 April 2003, n. 70, containing the regulation of electronic commerce.
1.2 These General Conditions of Sale apply to all sales made by The New Order srl on the Site.
1.3 The General Conditions of Sale can be modified at any time. Any changes and/or new conditions will be in force from the moment of their publication in the "Conditions of Sale" section of the Site. For this reason, users are invited to regularly access the Site and consult, before making any purchase, the most updated General Conditions of Sale. The applicable General Conditions of Sale are those in force on the date of sending the purchase order.
The user is required to carefully read these General Conditions of Sale, which The New Order srl makes available to him in the "Conditions of Sale" section of the Site and which he is permitted to store and reproduce, as well as all other information that The New Order srl provides to you on the Site, both before and during the purchase procedure.
1.4 These General Conditions of Sale are applicable only to Italian territory. They do not regulate the sale of products and/or the provision of services by parties other than The New Order srl who are present on the Site via links, banners or other hyperlinks. Before carrying out commercial transactions with these entities it is necessary to check their conditions of sale. The New Order srl is not responsible for the provision of services and/or the sale of products by such entities. The New Order srl does not carry out any checks and/or monitoring on the websites that can be consulted via these links. The New Order srl is therefore not responsible for the contents of such sites nor for any errors and/or omissions and/or violations of the law on their part.

2. Purchases on the site

2.1 Access to sales made through the Site is reserved exclusively for users who are at least 18 years of age and who are registered on the Site by creating a The New Order srl account
2.2 Access to the offers on the Site is permitted to both users and consumers, as defined by the art. 3, co. 1, letter. a) of the Consumer Code, meaning natural persons who, in relation to the purchase of the Products, act for purposes unrelated to any commercial, artisanal, entrepreneurial or professional activity carried out, both to users who are not consumers pursuant to this definition.
2.3 Under no circumstances will retailers or wholesalers or, in general, any person who intends to purchase the Products for the purpose of subsequent resale, be able to make purchases on the Site. It is therefore prohibited for such subjects to register on the Site and make purchases on the Site.
2.4 The New Order srl reserves the right to refuse or cancel orders that come (i) from a user with whom it has an ongoing legal dispute; (ii) by a user who has previously violated these General Conditions of Sale and/or the conditions and/or terms of a purchase contract with The New Order srl; (iii) by a user who has been involved in fraud of any kind and, in particular, in fraud relating to credit card payments; (iv) by users who have provided false, incomplete or otherwise inaccurate identification data or who have not promptly sent to “The New Order srl the documents requested by it as part of the procedure referred to in the art. 9.3 below or who have sent you invalid documents; (v) by users who do not provide sufficient guarantees of solvency.

3. Registration on the site

3.1 Registration on the Site is free. To register on the Site the user must complete the registration form, entering the name, surname and an e-mail address. Registration will be confirmed by e-mail to the user who, to complete the registration procedure, must click on the appropriate link contained in the communication received by entering the password that will be indicated in the same e-mail.
3.2 The registration credentials must be used exclusively by the user and cannot be transferred to third parties. The user undertakes to keep them secret and to ensure that no one has access to them, as well as to inform The New Order srl without delay by contacting them as indicated in the art. 16, in case of suspected improper use and/or disclosure of the same. The user guarantees that the personal information provided during the registration procedure on the Site is complete and truthful. Each user is allowed to register on the Site only once. The same user is prohibited from making multiple registrations. In the event that The New Order srl should detect that the same user has made multiple registrations on the Site, The New Order srl reserves the right to proceed, immediately and without the need for notice, to block the relevant account. The user agrees to hold The New Order srl harmless from any damage, compensation obligation and/or sanction deriving from and/or in any way connected to the violation by the user of the rules on registration on the Site or on the conservation of registration credentials .

4. Information aimed at the conclusion of the contract

4.1 In compliance with Legislative Decree 9 April 2003, n. 70 containing provisions on electronic commerce, The New Order srl informs the user that:
– to conclude the purchase contract for one or more Products on the Site, the user must complete an order form in electronic format and send it to The New Order srl, electronically, following the instructions that appear from time to time on the Site and which will accompany the different stages of the purchase;
– the contract is concluded when the order form reaches the server of The New Order srl;
– before proceeding with the transmission of the order form, the user will be able to identify and correct any data entry errors by following the instructions indicated from time to time on the Site and which will accompany the different phases of the purchase;
– once the order form has been registered and confirmation of the authorization to pay the total amount due has been received, The New Order srl will send the order confirmation to the user via e-mail to the indicated e-mail address, containing a summary of the General Conditions of Sale and the particular conditions applicable to the contract, information relating to the characteristics of the Product purchased, detailed indication of the price, the means of payment used, information on the right of withdrawal, delivery costs and of any additional costs and the Customer Service contacts, which the user can contact to request assistance and/or lodge complaints. It is recommended to keep the email received as proof of purchase. The General Conditions of Sale applicable to the order, as well as the standard instructions on withdrawal and the standard withdrawal form referred to in art. 10 will be attached to the shipping confirmation email referred to in the art. 8.4 below;
– the order form will be archived in the The New Order srl database for the time necessary to process the order and, in any case, within the terms of the law.
4.2 The language available to users for the conclusion of the contract is Italian and English. Customer Service is able to communicate with users in the same languages.

5. Prices

5.1 All prices of the Products are expressed in Euros (€) and are inclusive of Value Added Tax (“VAT”) and, where applicable, the WEEE contribution. Shipping costs and any other additional costs, including VAT and expressed in Euros (€), will be expressly and separately indicated in the order form, before the user proceeds with the transmission of the same, as well as in the e-mail of order confirmation.
5.2 The price of the Products may be modified by The New Order srl at any time, without notice, it being understood that the price charged to the user will be that published on the information sheet which illustrates the main characteristics of the Product ("Product Sheet") at the time of sending the order. Any changes (increasing or decreasing) in price subsequent to the transmission of the order will not be taken into account.

6. Purchase orders – product information

6.1 The New Order srl will process the purchase order, and therefore ship the purchased Product, only after receiving confirmation of the authorization to pay the total amount due, consisting of the purchase price, delivery costs, if applied, and any other additional costs, as indicated in the order form (“Total Amount Due”). In the event that the Total Amount Due is not paid or the successful outcome of the payment is not confirmed, the purchase contract will therefore be considered legally terminated pursuant to and for the purposes of the art. 1456 cc. The user will be notified immediately after sending the order via the Site of this resolution and the consequent cancellation of the order.
6.2 The Products will remain the property of The New Order srl partners until the user has paid the Total Amount Due. The risk of loss or damage to the Products, for reasons not attributable to The New Order srl, however, will be transferred to the user when the user, or a third party designated by the same and other than the carrier, physically comes into possession of the Products.
6.3 The Products offered on the Site are the items (for example: clothing, footwear, accessories - e.g. costume jewellery, watches, glasses, small leather goods, etc.) present on the Site at the time the order is placed by the 'user.
6.4 Each Product is accompanied by a Product Sheet. The images and descriptions on the Site reproduce the characteristics of the Products as faithfully as possible. The colors of the Products, however, may differ from the actual ones due to the settings of the information systems or computers used by users to view them. Furthermore, the Product images present in the Product Sheet may differ in size or in relation to any accessory products. These images must therefore be understood as indicative and with the tolerances of use. For the purposes of the purchase contract, the description of the Product contained in the order form sent by the user will prevail.

7. Product availability

7.1 The products offered on the Site are limited in number. It may therefore happen, also due to the possibility that multiple users purchase the same Product at the same time, that the ordered Product is no longer available following the transmission of the purchase order. The assortment on the website www.maisonstudio.shop reflects the exact availability of each item by size and colour. The site is in fact connected to all the shops and warehouses of The New Order srl partners. As an authorized reseller of all the brands on the site, The New Order srl guarantees the authenticity of each item. Once the order request has been received, the Orders department of The New Order srl reserves the right to reconfirm the availability of the items purchased, the validity of the credit card transaction and to verify the details of previous transactions carried out by the Customer on the site WEBSITE.
7.2 In any case of unavailability of the Product ordered, without prejudice to the rights attributed to the user by law, and, in particular, by Chapter XIV of Title II of Book IV of the civil code, the user will be promptly informed by e-mail. The user will therefore be entitled to immediately terminate the contract, without prejudice to the right to compensation for damages, pursuant to and for the purposes of the provisions of the art. 61, IV and V paragraphs of the Consumer Code. In the event that the user makes use of the right of termination pursuant to art. 61, IV and V paragraph, Consumer Code or in any case in which the payment of the total amount due has already occurred, The New Order srl, without prejudice to the user's right to compensation for damage, will reimburse this amount without undue delay and, in any case, within a maximum of 15 working days from sending the order. The refund amount will be communicated to the user via email. This amount will be credited to the same payment method used by the user for the purchase. Any delays in crediting may depend on the banking institution, the type of credit card or the payment solution used. In any case, the value date will be the same as the debit. 7.3 In the case of orders concerning a plurality of Products ("Multiple Order"), if the unavailability concerns only some of the Products covered by the Multiple Order (without prejudice to the rights attributed to the user by law, and, in particular, from Chapter e-mail. The user will therefore be entitled to immediately terminate the contract, limited to the Product(s) that have become unavailable, without prejudice to the right to compensation for damages, pursuant to and for the purposes of the provisions of the art. 61, IV and V paragraphs of the Consumer Code. In the event that the user makes use of the right of termination referred to in the art. 61, IV and V paragraph, Consumer Code, in relation to the Product(s) that have become unavailable or in any case in which the payment of the total amount due has already occurred, The New Order srl without prejudice to the right of the user to compensation for damages, will reimburse the amount due in relation to such Product(s) within a maximum of 15 working days from sending the order. The refund amount will be communicated to the user via email. This amount will be credited to the same payment method used by the user for the purchase. Any delays in crediting may depend on the banking institution, the type of credit card or the payment solution used. In any case, the value date will be the same as the debit. The resolution of the entire Multiple Order will be possible only in the case of clear and proven accessory nature of the Products covered by the Multiple Order which have become unavailable compared to the other available Products covered by the Multiple Order.

8. Delivery of purchased products

8.1 Delivery is subject to charges. Delivery costs are the responsibility of the user, unless otherwise indicated during the purchase process and/or in other parts of the Site. The amount of delivery costs owed by the user in relation to a specific order is expressly and separately indicated (in Euros and including VAT) during the purchase process, in the order summary and, in any case, before the user proceeds with the transmission of the same. The indication of these costs will also appear in the "Profile - My orders" section of the Site and in the order confirmation. For delivery in some areas an additional cost may be required. This cost will be specifically indicated during the purchase procedure and, in any case, before its completion, as well as in the order summary. The delivery terms will be specifically indicated during the purchase procedure and in the order summary, and, in any case, before the user sends the order. They will also be indicated in the order confirmation and in the "Profile - My Orders" section of the Site. Delivery terms and costs are calculated taking into account not only the delivery area, but also the delivery method chosen by the user. In the event of failure to indicate a specific delivery term, it will take place, in any case, within thirty days from the date of conclusion of the contract.
8.2 The delivery obligation is fulfilled by transferring material availability or in any case control of the Products to the user. It is up to the user to check the conditions of the Product that was delivered to him/that he collected. Without prejudice to the fact that the risk of loss or damage to the Products, for reasons not attributable to The New Order srl, is transferred to the user when the user, or a third party designated by the same and other than the carrier, physically comes into possession of the Product, recommends the user to check the number of Products received and that the packaging is intact, not damaged, wet or otherwise altered, even in the closing materials and is invited, in his interest, to indicate on the carrier's transport document , any anomalies, accepting the package with reserve. The unreserved receipt of the Products, in fact, does not allow the user to take legal action against the courier, in the event of loss or damage to the Products, except in the case in which the loss or damage is due to willful misconduct or gross negligence of the courier itself and with the exception of partial loss or damage not recognizable at the time of delivery, provided that in the latter case, the damage is reported as soon as it is known and no later than eight days after receipt. In the event that the package shows obvious signs of tampering or alteration, the user is also recommended to promptly notify Customer Service. In any case, the application of the rules regarding the right of withdrawal and the legal guarantee of conformity remains unchanged.
8.3 The Products purchased on the Site will be sent and delivered to the address indicated by the user when ordering. Home Delivery will be carried out, unless otherwise indicated, via the IoSpedisco courier from Monday to Friday, during normal office hours (from 9:00 to 18:00), excluding national holidays. The New Order srl reserves the right to use other carriers, without prejudice to compliance with the delivery method chosen by the user and the delivery terms indicated. Shipments to Italy and Europe are made via IoSpedisco courier. Any customs duties and import taxes are always borne by the customer as these cannot be foreseen in advance and vary depending on the destination.
8.4 Upon delivery of the Products to the courier, a shipping confirmation email will be sent to the user which will indicate the tracking number through which he can check the status of the shipment. This e-mail will also contain information relating to the delivery procedure, the deadline for collection in the event of non-delivery due to the absence of the recipient and the consequences of failure to collect within the indicated deadline.
8.5 The user acknowledges that the collection of the Product is his precise obligation deriving from the purchase contract. In the event of non-delivery due to the recipient's absence at the address specified in the order form, the courier will leave a postcard to certify the delivery attempt (so-called passage notice). The postcard will indicate the telephone number that the user must contact to request that the courier make a second delivery attempt. After two unsuccessful delivery attempts, the package will go "in storage". As soon as the package goes "into storage", Customer Service will contact the user in order to release the storage and ensure that the package is delivered to him as soon as possible. If necessary, Customer Service may agree with the user to change the delivery address. In the event that the delivery attempt following contact with Customer Service also fails or in the event that the user does not respond to the attempted contact with Customer Service, the package will be sent back to The New Order srl and the user will be notified of this circumstance by email. The user acknowledges that, after thirty (30) days from when the package is sent back to The New Order srl, the contract may be considered terminated and the purchase order canceled pursuant to art. 1456 of the civil code. Once the contract has been terminated, The New Order srl will proceed to refund the total amount due, if already paid by the user, minus the costs of unsuccessful delivery of the Product, as well as the costs of returning it to The New Order srl and any other any expense incurred by The New Order srl due to non-delivery caused by the absence of the recipient. The termination of the contract and the refund amount will be communicated to the user via email. The refund amount will be credited to the payment method or solution used by the user for the purchase. Any delays in crediting may depend on the banking institution, the type of credit card or the payment solution used. In any case, the value date will be the same as the debit. In the event that, before the expiry of the thirty days referred to above, the user requests to receive the purchased Product again, The New Order srl will proceed with the new delivery, after charging the costs of the same, the costs of returning the Product to The New Order srl and storage costs.
8.6 In the event that the purchased Product is not delivered or is delivered late with respect to the delivery terms indicated during the purchase process and in the order confirmation, the user, pursuant to art. 61 of the Consumer Code, invites The New Order srl to make the delivery within an additional deadline appropriate to the circumstances (Additional Term pursuant to art. 61, third paragraph, Consumer Code). If this additional term expires without the Products having been delivered, the user is entitled to terminate the contract (Termination of the Contract pursuant to art. 61, third paragraph, Consumer Code), without prejudice to the right to compensation for damages. The user is not burdened with the burden of granting The New Order srl the Additional Term pursuant to art. 61, III paragraph, Consumer Code (Excluded Cases) if:
a) The New Order srl has expressly refused to deliver the Products;
b) compliance with the delivery deadline indicated during the purchase process and in the order confirmation must be considered essential, taking into account all the circumstances that accompanied the conclusion of the contract;
c) the user has informed The New Order srl, before the conclusion of the contract, that delivery by or on a specific date is essential.
In Excluded Cases, the user, if he does not receive the Products within the delivery time indicated during the purchase process and in the order confirmation, is entitled to immediately terminate the contract, without prejudice to the right to compensation for damages (Termination of the Contract in Excluded Cases).
The indication of the Additional Term pursuant to art. 61, III, Consumer Code and the communication of Contract Termination pursuant to art. 61, third paragraph, Consumer Code or Termination of the Contract in the Excluded Cases must be communicated by the user to The New Order srl at the addresses referred to in the art. 16 below.
In the event of Termination of the Contract pursuant to art. 61, paragraph III, Consumer Code or Resolution in Excluded Cases, The New Order srl will refund the user the total amount due without undue delay.
8.7 In all cases referred to in the art. 8.6 above where a refund is due to the user, the refund amount will be communicated to the user by email. It will be credited to the same payment method used by the user for the purchase. Any delays may depend on the banking institution, the type of credit card or the payment solution used. In any case, the value date will be the same as the debit.

Estimated delivery time for shipping date:

Italy: 1-2 days
Europe: 1-3 days for main destinations / 2 – 4 days for remote destinations

USA and Canada: 4-8 days depending on destinations
Latin America: 4 – 8 days
Asia and Middle East: 2 – 4 days
Australia and Oceania: 2 – 4 days for main destinations / 4 – 5 days for remote destinations
Africa: 2 – 4 days
The New Order srl is not responsible for any delays due to customs operations and controls, or causes of force majeure beyond the control of The New Order srl.

9. Payment methods and promotional codes

9.1 Payment for the Products can be made by credit card or via the PayPal payment solution or bank transfer. In the event that one of these payment means/solutions cannot be used in relation to a specific Product, this will be clearly indicated on the Site, at the latest at the beginning of the purchase procedure. At the time of purchase, Customers enter their credit card details into a secure electronic banking system, provided by Stripe. Purchases can be made via Visa, Mastercard, American Express, and JCB.
9.2 The commercial invoice will be issued automatically with each purchase. On the occasion of the first purchase, the user will be asked to communicate the data for the invoice header, including the tax code. He may subsequently modify such data. For the issuing of the invoice, the information provided for this purpose by the user will be valid, which he declares and guarantees to be truthful, undertaking to keep The New Order srl harmless and indemnified from any damage, including sanctions issued by the competent authorities, which may arise in the event of their failure to correspond to the truth.
9.3 In order to guarantee the security of payments made on the Site and prevent any fraud, The New Order srl reserves the right to ask the user, via e-mail, to send, via the same means, a front/back copy of the own identity card and, in the event that the holder of the order is different from the holder of the card, the latter's identity card. The document must be valid. The deadline within which the document must reach The New Order srl will be specified in the request email. This deadline will not, in any case, exceed 5 working days from receipt of the request by the user. While waiting for the requested document, the order will be suspended. The user is required to send the requested documents within the indicated deadline.
9.4 In the event that The New Order srl does not receive such documents within the deadline specified in the request email or receives expired or invalid documents, the contract will be considered legally terminated pursuant to and for the purposes of art. 1456 cc and the order consequently cancelled, without prejudice to the right of The New Order srl to compensation for any damage it may have incurred due to the non-compliant behavior of the user. The termination of the contract, of which the user will be notified by e-mail, no later than 5 working days from the expiry of the deadline for sending the documents requested by The New Order srl, will result in the cancellation of the order, with consequent reimbursement of the Total Amount Due, with the methods and deadlines set out in the art. 7.2 above.
9.5 In the event of receipt by The New Order srl of valid documentation within the deadline indicated in the email referred to in the art. 9.3 above, the delivery terms will start from the date of receipt of the same.
9.6 By choosing the Paypal payment method, the customer can pay directly via his Paypal account. The New Order srl reserves the right to ship the goods only to the address indicated on the account verified by Paypal. We would like to remind our new customers that The New Order srl can request the Bank or Paypal to verify the transaction, also by contacting the counterparty bank. This verification could cause some delay in shipping the order.
9.7 Customers who subscribe to The New Order srl newsletter will receive updates on promotions and/or promotional codes that can be added to the cart during the purchase process. Each code has a start and end date of validity and this time limit cannot be extended in any way. Promotional codes can be used together with coupons and vouchers issued in case of open credits.

10. Right of withdrawal

10.1 The user who holds the capacity of consumer has the right to withdraw from the contract concluded with The New Order srl, without having to specify the reason, within fourteen (14) calendar days (Withdrawal Period).
THE ORDER MUST THEREFORE BE RETURNED IN THE MANNER INDICATED BY The New Order srl WITHIN AND NO LATER THAN 14 WORKING DAYS. AFTER THIS DEADLINE THE RETURN WILL NOT BE ACCEPTED
The Withdrawal Period expires after 14 days:
a) in the case of an order relating to a single Product, from the day on which the user or a third party, other than the carrier and designated by the user, acquires physical possession of the Product;
b) in the case of a Multiple Order with separate deliveries, from the day on which the user or a third party, other than the carrier and designated by the user, acquires physical possession of the last Product; or
c) in the case of an order relating to the delivery of a Product consisting of multiple lots or pieces, from the day on which the user or a third party, other than the carrier and designated by the user, acquires physical possession of the last lot or piece .
10.2 EXERCISE THE RIGHT OF WITHDRAWAL
To exercise the right of withdrawal in relation to an Order, the user must inform The New Order srl of his decision to withdraw, before the expiry of the Withdrawal Period. To this end, the customer must communicate to The New Order srl via e-mail his desire to exercise his right of withdrawal by communicating the order number. Once the procedure has been completed, The New Order srl will send a confirmation via e-mail, containing the consignment note for the return and the instructions to follow to return the goods.
10.3 The user has exercised his right of withdrawal within the Withdrawal Period, if the product is returned to The New Order srl in the manner indicated therein and no later than 14 working days.
10.4 The user, after having exercised the right of withdrawal in the manner indicated in the articles. 10.2 and 10.3 above, you must return the Product to The New Order srl using the carrier that will be indicated in the email sent by The New Order srl. The Order Number subject to the Return must be written on the consignment note, which must be completed as indicated in the authorization email received from The New Order srl Returns department. (The letter will be sent via email or may already be contained in the package containing the order). Return shipping costs and any customs duties (where applicable) will always be borne by the customer unless specifically indicated otherwise during free return promotional periods. The return of the Product to The New Order srl takes place under the responsibility of the user.
10.5 If the user withdraws from the contract, The New Order srl will refund the amount paid by the user for the Product less the shipping costs incurred for returning the Product, except in the case of free returns during promotional periods – without undue delay and in any case no later than 14 calendar days from the day on which the Product arrives at The New Order srl warehouses and the garments are checked. The refund will be made using the same payment method used by the user for the initial transaction, unless the user has expressly agreed otherwise; in any case, the user will not incur any costs as a result of such reimbursement.
The security seal on the items being returned must not be cut or broken. The items must not have been worn, washed or altered and must not show any signs of use. Each item must be returned including all labels, packaging and original accessories (dustbags, hangers, coat covers, etc.) received with the order. All socks and accessories must be returned together with their original box, which is considered to all intents and purposes an integral part of the product itself and which must not have been damaged and/or altered in any way, nor used as the only external packaging. Returns must be sent inside the The New Order srl box (farfetch)
10.6 The New Order srl reserves the right to request photographic evidence before authorizing returns for defective goods and to bear the shipping costs for returning the goods to its premises.
10.7 You are solely responsible for any decrease in the value of the goods resulting from handling the Product other than that necessary to establish the nature, characteristics and functioning of the Product. The Product must in any case be kept, handled and inspected with normal diligence and returned intact, complete in all its parts, in perfect working order, accompanied by all accessories and information sheets, with identification tags, labels and disposable seals, where present. , still attached to the Product and intact and not tampered with, as well as perfectly suitable for the use for which it is intended and free of signs of wear or dirt. Furthermore, the withdrawal applies to the Product in its entirety. It cannot therefore be exercised in relation to parts and/or accessories (which do not constitute independent Products) of the Product.
10.8 In the event that the withdrawal has not been exercised in accordance with the provisions of the applicable legislation, it will not lead to the termination of the contract and, consequently, will not give the right to any refund. The New Order srl will notify the user within 5 working days of receiving the Product, rejecting the withdrawal request. The Product, if already received by The New Order srl, will remain at The New Order srl available to the user for collection which must take place at the expense and under the responsibility of the user himself.
10.9 In the event that the Product for which the withdrawal was exercised has suffered a decrease in value resulting from handling of the goods other than that necessary to establish the nature, characteristics and functioning of the Product, the refund amount will be reduced by an amount equal to this decrease in value. The New Order srl will notify the user of the circumstance and the consequent decreased refund amount within 5 working days of receipt of the Product, providing the user, in the event that the refund has already been paid, with the bank details for the payment of the amount owed by the user due to the decrease in value of the Product.
10.10 In the event that, under one of the legal hypotheses, the right of withdrawal does not apply, specific and express communication of this exclusion will be given in the Product Sheet and, in any case, during the purchase process, before the user proceed to transmit the order. In any case, the user is reminded that, pursuant to art. 59 of the Consumer Code, the right of withdrawal is excluded, among other things, in the event that the sale has as its object:
(i) products made to measure or clearly personalized;
(ii) products that are likely to deteriorate or expire rapidly.

11. Legal guarantee of conformity

All Products sold on the Site are covered by the Legal Guarantee of Conformity provided for by the articles. 128-135 of the Consumer Code (“Legal Guarantee”).
TO WHOM IT APPLIES
The Legal Guarantee is reserved for consumers. It, therefore, applies only to users who have made a purchase on the Site for purposes unrelated to any entrepreneurial, commercial, artisanal or professional activity carried out. Those who have purchased on the Site and who do not have the status of consumers will be subject to the guarantees for defects in the goods sold, the guarantee for defects in promised and essential qualities and the other guarantees provided for by the civil code with the relative terms, forfeitures and limitations.
WHEN IT APPLIES
The seller (and, therefore, with regard to purchases made on the Site, www.maisonstudio.shop is responsible towards the consumer for any lack of conformity existing at the time of delivery of the Product and which manifests itself within two years of such delivery. The lack of conformity must be reported to the seller, under penalty of forfeiture of the guarantee, within two months from the date on which it was discovered.
Unless proven otherwise, it is presumed that defects of conformity which appear within six months of delivery of the Product already existed on that date, unless this hypothesis is incompatible with the nature of the Product or the nature of the lack of conformity. Starting from the seventh month following delivery of the Product, it will be the consumer's burden to prove that the lack of conformity already existed at the time of delivery of the same.
In order to take advantage of the Legal Guarantee, the user must first provide proof of the date of purchase and delivery of the goods. It is therefore advisable for the user, for the purposes of such proof, to keep the purchase invoice, which The New Order srl sends him, or any other document that can certify the date of purchase (for example the credit card statement) and the delivery date.
WHAT IS THE DEFECT OF CONFORMITY
There is a lack of conformity when the purchased good:
– it is not suitable for the use for which goods of the same type are usually used;
– does not conform to the description made by the seller and does not possess the qualities of the goods that the seller presented to the consumer as a sample or model;
– does not present the usual qualities and performances of a good of the same type, which the consumer can reasonably expect, also taking into account the declarations made in advertising or labelling;
– it is not suitable for the particular use desired by the consumer and which was brought to the attention of the seller at the time of conclusion of the contract and which the seller accepted.
Any failures or malfunctions or defects of any other type caused by accidental events or the user's responsibility or by use of the Product that does not comply with its intended use and/or as provided in the documentation are therefore excluded from the scope of the Legal Guarantee. attached to the Product, where existing, or in the instructions for use relating to the same.
REMEDIES AVAILABLE TO YOU
In the event of a lack of conformity duly reported within the terms, the user has the right:
– primarily, to the free repair or replacement of the goods, at your choice, unless the requested remedy is objectively impossible or excessively onerous compared to the other and, therefore, in the specific case, considering the type of sale, to the replacement, where this is possible in relation to the number of specimens still available for sale;
– secondarily (i.e. in the event that the repair or replacement is impossible or excessively onerous or the repair or replacement has not been carried out within a reasonable time or the repair or replacement previously carried out has caused significant inconvenience to the consumer) to the reduction of the price or termination of the contract, at your choice.
The requested remedy is excessively onerous if it imposes unreasonable expenses on the seller in comparison to the alternative remedies that can be used, taking into account (i) the value that the goods would have if there were no lack of conformity; (ii) the extent of the lack of conformity; (iii) the possibility that the alternative remedy can be used without significant inconvenience for the consumer.
WHAT TO DO IN THE PRESENCE OF A DEFECT OF CONFORMITY
In the event that a Product purchased on the Site, during the period of validity of the Legal Guarantee, manifests what could be a lack of conformity, the user must contact Customer Service, at the addresses and in the manner indicated in the art. 16. The New Order srl will promptly respond to the communication of the alleged lack of conformity and will indicate to the user the specific procedure to follow, also to agree on the shipping methods of the goods, also taking into account the product category to which the Product belongs and/or of the reported defect.

REFUND OR REDUCTION DUE TO THE APPLICATION OF THE LEGAL WARRANTY
In the event of termination of the contract, The New Order srl will return to the user the total amount paid, consisting of the purchase price of the Product, shipping costs and any other additional costs. In the event of a price reduction, The New Order srl will refund the amount of the reduction, previously agreed with the user. Alternatively, the user can choose to receive a purchase voucher, which can be spent on the Site, with a value equivalent to the amount of the refund or, respectively, the reduction to which he is entitled.
The amount of the refund or reduction will be communicated to the user via e-mail and credited to the payment method or solution used by the user for the purchase. In the event that the user has chosen the purchase voucher, instead of the refund or reduction, the purchase voucher will be credited to the user in his account and can be viewed by accessing the "Profile" section of the Site.
The New Order srl is not responsible in case of damage, of any nature, deriving from the use of the Product in an improper manner and/or not in compliance with the instructions provided by the manufacturer as well as in case of damage deriving from fortuitous circumstances or force majeure.

12. Conventional manufacturer's warranty

The Products sold on the Site may, depending on their nature, be covered by a conventional warranty issued by the manufacturer ("Conventional Warranty"). The user can assert this guarantee only against the manufacturer. The duration, extension, including territorial, conditions and methods of use, types of damage/defects covered and any limitations of the Conventional Warranty depend on the individual manufacturer and are indicated in the so-called warranty certificate contained in the Product packaging.
The Conventional Guarantee is voluntary in nature and does not replace, limit, prejudice or exclude the Legal Guarantee.

13. Competitions and prize operations

The New Order srl may organize competitions and prize operations reserved for users of the Site. The regulations of each competition and/or prize operation can be consulted in the appropriate section of the Site.
In the event that the prizes consist of discount vouchers or equivalent forms, they cannot under any circumstances be converted into cash.

14. Customer complaints service

14.1 It is possible to request information, send communications, request assistance or submit complaints by contacting Customer Service in the following ways:
– completing and sending the form available in the Customer Service-Contact Us section of the Site;
By telephone at the number: +39 393 769 6370
14.2 The New Order srl will respond to complaints submitted within five working days of receiving them.

15. Exhaustiveness

Applicable law and competent court; out-of-court settlement of disputes – Alternative Dispute Resolution/Online Dispute Resolution
15.1 These General Conditions of Sale together with the information provided pursuant to art. 49 of the Consumer Code, before the user is bound by the contract, represent the entirety of the agreements between The New Order srl and the users of the Site with reference to the contracts concluded through the Site.
15.2 The contracts concluded between users of the Site and The New Order srl are governed by Italian law. This is without prejudice to the application to consumer users who do not have their habitual residence in Italy of any more favorable and mandatory provisions provided for by the law of the country in which they have their habitual residence, in particular in relation to the deadline for exercising the right of withdrawal, the deadline for returning the Products, in case of exercise of this right, the methods and formalities of communicating the same and the legal guarantee of conformity.
15.3 Please remember that in the case of a consumer user, for any dispute relating to the application, execution and interpretation of these General Conditions of Sale, the court of the place where the user resides or has elected domicile is competent.
15.4 Pursuant to art. 141-sexies, paragraph 3 of Legislative Decree 6 September 2005, n.206 (Consumer Code), The New Order srl informs the user who qualifies as a consumer pursuant to art. 3, paragraph 1, letter. a) of the Consumer Code, which, in the event that he has submitted a complaint directly to The New Order srl, following which however it has not been possible to resolve the dispute thus arising, The New Order srl will provide information regarding the Alternative Dispute Resolution body or bodies for the extrajudicial resolution of disputes relating to obligations deriving from a contract concluded on the basis of these General Conditions of Sale (so-called ADR bodies, as indicated in articles 141-bis et seq. Consumer Code), specifying whether or not it intends to make use of these bodies to resolve the dispute.
The New Order srl also informs the user who qualifies as a consumer pursuant to art. 3, paragraph 1, letter a) of the Consumer Code that a European platform for the online resolution of consumer disputes (so-called ODR platform) has been established. The ODR platform can be consulted at the following address http://ec.europa.eu/consumers/odr/; through the ODR platform the consumer user will be able to consult the list of ADR bodies, find the link to the website of each of them and start an online resolution procedure for the dispute in which he is involved.
In any case, the right of the consumer user to appeal to the competent ordinary judge for the dispute arising from these General Conditions of Sale is reserved, regardless of the outcome of the out-of-court settlement procedure of disputes relating to consumer relations by resorting to the procedures of referred to in Part V, Title II-bis Consumer Code.
15.5 The user who resides in a member state of the European Union other than Italy can also access, for any dispute relating to the application, execution and interpretation of these General Conditions of Sale, the European procedure established for disputes of modest entity, by Regulation (EC) no. 861/2007 of the Council, of 11 July 2007, provided that the value of the dispute does not exceed, excluding interest, rights and expenses, Euro 2,000.00. The text of the regulation can be found on the website www.eur-lex.europa.eu.