Refund policy

You can submit a return request in your personal area.

Pursuant to art. of Legislative Decree September 6, 2005, No. 206, as amended by Legislative Decree 21.02.14 No. 21 ( the "Consumer Code"), if the Customer is a consumer (i.e. a natural person who buys goods for purposes not related to his professional activity, or does not make the purchase by indicating in the order form to 3W Srl a reference of VAT), has the right to withdraw from the purchase contract for any reason, without the need to provide explanations and without penalty within 14 days of receipt of the Product purchased.

In order to exercise this right, the Customer must send 3W Srl an explicit written notice to this effect, within 14 working days from the date of receipt of the goods (for this purpose, the Customer may use the typical withdrawal form attached at the end of these general conditions). Such notice must be sent to:

  • by directly accessing their user area

  • or by email to the following address: help@kaiera.it

always sent within the aforementioned period of 14 days. Once the aforementioned notice of withdrawal has been received, 3W Srl Customer Service will promptly provide the Customer with instructions on how to return the goods. The consumer must return the Product(s) or deliver them to the seller or to a third party authorized by the seller to receive them, without undue delay and in any case within fourteen days from the date on which he/she communicated to the seller his/her wish to withdraw from the contract.

The direct shipping costs for returning the Product are borne by the Customer.
The Customer may request to use the Kaiera carrier at a special rate of €10.00 (only for Italy).

The €10 rate applies to returns of 1 package weighing up to 12 kg (actual or volumetric weight). In the case of returns consisting of multiple packages or larger volumes, the applicable rate will be communicated.


The purchased Product must be returned in its entirety and undamaged, with all accessories and any spare parts, in its original packaging, complete in all its parts (including packaging and any documentation, etc...).

The Customer may manipulate the Product in order to establish its nature, characteristics and operation but shall be liable for any diminution in the value of the Product resulting from any manipulation other than that necessary for that purpose.

If the Customer withdraws from this contract, he will be refunded all payments he has made to the seller, including delivery costs (with the exception of additional costs resulting from his possible choice of a type of delivery other than the least expensive type of standard delivery offered by us), and this at the time the Product has been redelivered or at the time the Customer has demonstrated that he has returned the Product, whichever situation occurs first. Said refunds will be made using the same means of payment used for the initial transaction, unless the Customer has expressly agreed otherwise; in any event, the Customer shall not incur any costs as a consequence of such refund.

However, the right of withdrawal is subject to the exceptions set forth in Art. 59 of the Consumer Code: in the event of damage to the goods during transport, 3W Srl will notify the Customer of the incident (within the 5th working day from receipt of the goods in its warehouses), to enable him to file a timely complaint against the carrier of his choice and obtain reimbursement of the value of the asset (if insured); in this case, the product will be made available to the customer for its return, at the same time canceling the request for withdrawal; 3W Srl is not responsible in any way for damage or theft/loss of goods returned by uninsured shipments; upon its arrival (in the warehouse), the product will be examined to assess any damage or tampering not resulting from transport.