Refund policy
RETURNS, REFUNDS AND ORDER CANCELLATION POLICY
1. Scope
This policy governs the cancellation, return and refund conditions applicable to purchases made on vitamsolution.it by private consumers (natural persons acting for purposes outside their trade or profession), in accordance with Italian Legislative Decree 206/2005 (the Consumer Code) and with EU Directive 2011/83/EU.
VITAM offers both professional services (installation of gate automation, home automation, security systems and solar PV systems, and technical site surveys) and physical products (devices, components and accessories). The conditions set out below differ according to the nature of the purchase.
2. Cancelling an order
2.1 — Physical products
You may request cancellation of an order for physical products within 1 hour of order confirmation, and only before fulfilment has begun. After that time the order cannot be cancelled, although you may still exercise your right of withdrawal on the terms set out in section 3.
To request a cancellation, contact us immediately at info@vitamsolution.it or through the channels listed at the end of this policy.
2.2 — Professional services
For services (installation, site survey, configuration, maintenance), the cancellation period is 14 days from conclusion of the contract, pursuant to Article 52 of the Italian Consumer Code, provided the service has not yet begun.
If you have expressly requested that the service begin before the 14-day period expires and have accepted the resulting loss of your right of withdrawal, cancellation will no longer be possible once the service has been fully performed, pursuant to Article 59(a) of Legislative Decree 206/2005.
3. Right of withdrawal — Physical products
As a private consumer, you have the right to withdraw from the contract for the purchase of physical products within 14 days of the date on which you, or a third party designated by you, took physical possession of the goods, without having to give any reason (Article 52, Legislative Decree 206/2005).
3.1 — Exercising the right of withdrawal
To exercise the right of withdrawal, you must inform us of your decision unambiguously within the period stated above, by:
- Email at info@vitamsolution.it
- Contact form available at vitamsolution.it/pages/contact
- Registered post with acknowledgement of receipt addressed to: VITAM — Via Pietro Calanna 10, 95034 Bronte (CT), Italy
In accordance with Article 54-bis of the Italian Consumer Code (Legislative Decree 209/2025, in force since 19 June 2026), a digital withdrawal procedure is available on the site, accessible from your customer account or from the contact page.
You may use the model withdrawal form set out in Annex I, Part B of the Italian Consumer Code, although its use is not mandatory.
3.2 — Conditions for a return to be accepted
For a return to be accepted, the product must:
- be in the same condition in which it was received (unused, uninstalled, undamaged);
- include all original accessories, components and documentation;
- be in its original packaging;
- be accompanied by the receipt or other proof of purchase.
3.3 — Shipping the return
Returned products must be dispatched within 14 days of notifying us of the withdrawal, to the following address:
VITAM — Via Pietro Calanna 10, 95034 Bronte (CT), Italy
Return shipping costs are borne by the customer, unless otherwise stated when the return is approved. Where goods are returned without prior notice and approval from VITAM, the shipment will not be accepted.
To arrange the return shipment, please wait for the instructions you will receive by email once your request has been approved.
3.4 — Items not subject to the right of withdrawal
Pursuant to Article 59 of the Italian Consumer Code, the following are excluded from the right of withdrawal:
- products configured, programmed or installed to the customer's specification (customised automation systems, configured home automation control units, solar PV systems sized to order);
- sealed products which are not suitable for return for reasons of hygiene once opened;
- products that are clearly personalised or made to measure.
4. Damage, defects and incorrect items
We ask customers to inspect products on receipt. If a product is found to be defective, damaged in transit or not as ordered, you must contact us within 48 hours of delivery, at info@vitamsolution.it, providing photographic evidence of the defect or damage.
We will assess the report and propose the most appropriate remedy (replacement, repair or refund) within the time reasonably required, in accordance with the legal guarantee of conformity provided for by Articles 128 et seq. of the Italian Consumer Code.
5. Refunds
Once we have received the return and checked that the product meets the conditions set out in section 3.2, we will notify you of the outcome by email within 3 business days.
If approved, the refund will be issued within 14 days of our receiving the return (or proof of its dispatch), using the same payment method used for the purchase, pursuant to Article 56 of Legislative Decree 206/2005. No additional charge is applied to the customer for the refund.
VITAM reserves the right to withhold the refund until it has physically received the goods or the customer has provided proof of dispatch.
Where a returned product shows signs of use, damage or tampering not attributable to transit, VITAM reserves the right to apply a proportionate deduction to the diminished value established, in accordance with Article 57 of the Italian Consumer Code.
6. Exchanges
VITAM does not handle direct exchanges. If you wish to receive a different product, you must start the return procedure for the original product (on the terms and conditions set out above) and, once the return has been approved, place a new separate order.
7. Final sale items and promotions
Products bought on promotion under final sale conditions, and gift cards, are not eligible for return or refund. This condition is stated expressly on the product page and in the related promotional communication.
8. European Union cooling-off period
For shipments to European Union countries, and regardless of the preceding sections, the consumer has the right to withdraw from the purchase within 14 days of receiving the product, without having to give a reason, in accordance with EU Directive 2011/83/EU.
The conditions the product must meet in order to be returned remain those set out in section 3.2.
9. Contact
For any communication regarding returns, refunds or cancellations:
VITAM — Via Pietro Calanna 10, 95034 Bronte (CT), Italy
VAT no.: 06078130876 | Company reg. no.: 464393
Tel.: +39 095 693 372
Email: info@vitamsolution.it
vitamsolution.it/pages/contact
For information on how personal data relating to returns and refunds is processed, please see our Privacy Policy available at vitamsolution.it.
Policy updated on 19 June 2026. VITAM reserves the right to update this policy in line with the legislation in force.
