1. GENERAL TERMS AND CONDITIONS OF SALE AND DELIVERY
1.1 These terms and conditions of sale and delivery (the "Conditions") apply when the Customer places an order for products on the website https://tondoh.com (the "Site"). By placing an order through the Site, the Customer makes a binding offer to Goldberry S.r.l. (for commercial information and contact details, see Section 16) ("Tondoh") for the purchase of the selected products. The legal agreement between the Customer and Tondoh is concluded when Tondoh accepts the Customer's order by sending an order confirmation.
1.2 The sale of products through the Site is considered a distance contract, governed by Title III, Chapter I of Legislative Decree No. 206 of September 6, 2005 and subsequent amendments (the "Consumer Code"), as well as Legislative Decree No. 70 of April 9, 2003, which implements Directive 2000/31/EC (the "E-Commerce Directive").
1.3 Before placing an order through the Site, the Customer is invited to read these Conditions carefully. Tondoh reserves the right to change the Conditions without prior notice, by updating them directly on the Site. Purchases will always be governed by the Conditions available at the time of the order.
1.4 The Site is intended exclusively for sales to final consumers for shipments within Italy (excluding the Republic of San Marino, the Vatican City State, Livigno, and Campione d'Italia).
1.5 The Customer has the option to conclude the agreement with Tondoh in the following languages: Italian.
2. PERSONAL DATA PROCESSING
Goldberry S.r.l. is the data controller for the Customer's personal data, managing information such as name and email address in accordance with the applicable legislation (General Data Protection Regulation 2016/679 – GDPR and national regulations). More details on data processing are available in our privacy policy. For further inquiries, please contact privacy@goldberry.it.
3. ORDER AND CONCLUSION OF CONTRACT
3.1 After selecting the desired products and adding them to the cart, the Customer can proceed with the order. Upon completing the process, a summary of the order with the total amount to be paid, including any shipping fees, will be displayed. The order is considered placed when the Customer presses "Pay Now."
3.2 Placing the order represents a binding offer for the purchase of the selected products. After the order is completed, Tondoh will send the Customer a confirmation email containing a summary of the order, confirming its receipt. This summary does not constitute a formal acceptance of the order. The contract between the Customer and Tondoh is concluded only upon Tondoh sending the order confirmation email, which includes the confirmation of product shipment.
3.3 It may take some time to receive the order confirmation. The Customer is advised to also check the spam folder to ensure that the confirmation has not been sent there. It is the Customer's responsibility to verify that the order confirmation matches the order placed. In case of discrepancies or questions, the Customer is encouraged to contact us through our contact form.
4. RIGHT TO REFUSE ORDER
All orders on the Site are subject to product availability. To the extent permitted by law, Tondoh reserves the right to refuse the entire order or part of it by informing the Customer in case of:
5. PRICES AND PRODUCT INFORMATION
5.1 Prices are expressed in Euros and include applicable VAT. Shipping fees may vary depending on the chosen delivery option. The total cost of the order, including shipping fees, will always be shown before completing the order.
5.2 Product images on the Site are for illustrative purposes only and do not represent a binding commitment regarding the product’s appearance or features. Tondoh reserves the right to correct any incorrect product or pricing information without prior notice. "Outlet" purchases are not combinable with other offers.
6. PAYMENT OPTIONS
The payment methods available for orders placed through the Site include PayPal and credit cards (Visa and Mastercard). After order confirmation, we will send the Customer electronic documentation of the purchase to the provided email address.
7. TRANSFER OF OWNERSHIP
We reserve ownership of the products until full payment is received.
8. SHIPPING
The Customer is invited to consult the detailed information on the available delivery options at the time of purchase on the Site.
9. ORDER CANCELLATION BEFORE DELIVERY
The Customer may cancel the order free of charge and without providing reasons, provided that the order has not yet been prepared for shipment from our warehouse. In this case, no charges will apply. If the cancellation occurs later, the provisions regarding the right of withdrawal as established by law will apply (for more details, see Article 10). To check the order status, the Customer can access their personal area on the Site (if logged in at the time of the order) or contact us directly via our contact form.
10. CONSUMER RIGHT OF WITHDRAWAL
10.1 Under the Consumer Code, the Customer has the right to cancel the purchase within 14 calendar days of receiving the order without providing any reason. The product must be returned within 14 calendar days from notifying Tondoh of the intention to exercise the right of withdrawal. If the Customer has purchased multiple products delivered separately, the 14-day period begins from the receipt of the last item.
10.2 The Customer has the right to open the package and inspect the product to the extent necessary to assess its quality. If the product is handled beyond what is necessary and is not returned in substantially unchanged conditions, Tondoh reserves the right to deduct an amount corresponding to the decrease in value from the refund. All accessories must be included in the return. If the Customer decides to exercise the right of withdrawal, we will refund the amount paid, including initial delivery costs, but excluding return shipping costs, within 14 calendar days from receiving the withdrawal communication, provided that the product(s) are returned or proof of return is provided.
10.3 The right of withdrawal does not apply to products made to order or customized according to the Customer’s specifications.
10.4 To exercise the right of withdrawal, it is necessary to contact us. The Customer can choose the method of contact (by mail or email, using the details provided below). A simple way to return products is by using the return form available on our Site. This will allow us to track the return. After completing the online return form, the Customer will receive detailed instructions on the steps to follow, both on the web page and via email.
10.5 Please note that a fee of EUR 8.90 to cover return costs will be deducted from the refunded amount if the return is made using the return option provided by Tondoh. If the Customer chooses a different return method, no fee will be charged from the refund, but the Customer will bear the return costs. The Customer is responsible for the costs and risks associated with the return. The refund will be made using the same payment method used for the purchase. Initial shipping costs will not be refunded in the case of partial returns, nor will costs exceeding the standard delivery cost be refunded if the Customer chose a more expensive delivery method than the standard one.
10.6 Returned items must be sent to: Goldberry S.r.l., Via Crosara 15, 36030 Zugliano (VI).
11. LEGAL COMPLAINT RIGHT
11.1 As a consumer, the Customer has the right, under the Consumer Code, to file a complaint within two (2) years of product delivery if the product(s) do not match the order or are defective. After delivery, the Customer must immediately check that the received product(s) correspond to the ordered ones and are free of defects. The Customer may assert any non-conformity defects within twenty-six (26) months from the delivery date.
11.2 For further information on how to file a complaint, please refer to our FAQs or contact us via the contact form. It is important to have the order number and the reason for the complaint.
11.3 After receiving the Customer's request, we may ask the product(s) to be delivered to a designated repair center or, if unavailable, to a Tondoh partner store. The Customer can choose to go directly to the repair center or partner store, or request Tondoh to arrange the product(s) transport.
11.4 If Tondoh accepts the complaint after receiving the product(s), we will proceed with a refund in accordance with the applicable law. The Customer may choose to receive a repaired product or a new item. If this is not possible, a refund may be issued. If the complaint is not accepted, we will contact the Customer for further information. Please note that, if the product is returned by mail, the return cost will be borne by the Customer. However, if the complaint is approved, we will refund the return shipping costs and cover the cost of redelivery of the repaired or replaced product, depending on the chosen solution. The evaluation of a complaint may take up to 14 calendar days from the receipt of the product.
12. REFUND
In the event Tondoh is required to refund the Customer for any reason, the following provisions apply: if the order was paid by credit card, the refund will be credited to the same card. If the order was placed through Klarna Checkout or installment payment, the refund will be processed via Klarna. For orders paid by bank transfer, the refund will be made to the Customer's bank account within 14 calendar days from the date the Customer is entitled to the refund.
13. CUSTOMER ASSISTANCE RIGHT
13.1 As a consumer, the Customer is protected by mandatory rights under the Consumer Code. These rights are not limited to the contractual conditions described in the Terms and Conditions, and do not affect any existing legal rights.
13.2 If you need assistance or have questions, our customer service team is available to help via the contact form on the Site or by emailing us at: info@tondoh.com.
