Politique de remboursement
Last updated: May 28, 2026
This Refund and Returns Policy describes the terms under which ROLL SNC di Pini Sergio & C. ("ROLL", "we", "our") manages returns, replacements, refunds, and warranty claims for products purchased through www.roll-packaging.shop or through direct commercial negotiation.
ROLL primarily serves business customers (B2B). This policy is drafted under Italian law (Art. 1490 and following of the Italian Civil Code) and reflects the standard practices of industrial supply contracts. The right of withdrawal granted to consumers under Italian Legislative Decree 206/2005 (Consumer Code) does not apply to business customers acting in their professional capacity.
Categories of Products
ROLL products fall into three categories, each with different return and refund conditions:
Standard products. Products available from our catalog in standard sizes and specifications (such as cradle pallets, wedges, flanges, and other items in regular production). For standard products, returns are evaluated on a case-by-case basis, as described below.
Custom or made-to-order products. Products manufactured to customer specifications, including non-standard dimensions, custom colours, custom load capacities, custom marking, or any other modification from the standard catalog. Custom products are excluded from returns, except in case of manufacturing defects or non-conformity with the agreed specifications.
Industrial machinery (RECYCLO and related equipment). Machines and equipment supplied with installation, commissioning, and CE documentation. Returns are not accepted after installation and commissioning have been completed. Warranty conditions for machinery are governed by the specific supply contract signed at the time of purchase.
Damages, Defects, and Non-Conformity
Please inspect your order upon delivery. If goods arrive damaged, defective, or non-conforming to the order:
Visible damage on delivery. Note any visible damage on the carrier's delivery note before signing for receipt. Take photographs of the damaged packaging and of the goods. Contact us within 8 days from delivery at info@roll-packaging.com with the order number, photographs, and a description of the damage.
Hidden defects. If a defect becomes apparent only after unpacking or during initial use, contact us at info@roll-packaging.com within 8 days from discovery, and in any case within 1 year from delivery, as required by Art. 1495 of the Italian Civil Code.
Wrong item received. If the item delivered is not what was ordered, contact us within 8 days from delivery. We will arrange replacement or refund at our cost.
For all of the above, we will evaluate the issue and, depending on the case, either replace the goods, repair them, or issue a refund. The choice of remedy is made in agreement with the customer and based on the nature of the defect.
Returns of Standard Products
Returns of standard catalog products in undamaged condition may be accepted at ROLL's discretion, subject to the following conditions:
The return request must be submitted within 30 days of delivery, by email to info@roll-packaging.com, indicating the order number, the items to be returned, and the reason for the return.
The goods must be in their original packaging, unused, and in resalable condition.
A return authorization (RMA) must be issued by ROLL before the customer ships the goods. Items returned without prior authorization will not be accepted.
The customer pays the cost of return shipping, unless the return is due to an error on ROLL's part (such as wrong item shipped, defective product, or non-conformity with the order).
A restocking fee of up to 20% of the invoice value may be applied, at ROLL's discretion, to cover handling and quality control costs.
Returns of Custom Products
Custom and made-to-order products cannot be returned for change of mind, change of customer requirements, or any reason other than:
Manufacturing defects.
Non-conformity with the technical specifications agreed in writing at the time of order.
Damage in transit, as described above.
This exclusion reflects standard industrial supply practice. Custom production requires dedicated tooling, materials, and engineering time that cannot be recovered through resale to other customers.
Return Shipping
For authorised returns, the return shipment must be arranged in coordination with ROLL. Depending on the country of dispatch and the size of the consignment, the customer may be required to:
Ship the goods to our operations and warehouse facility at: Via Roma 55, 20010 Bernate Ticino (MI), Italy.
Use the carrier and shipping service designated by ROLL, to ensure proper handling of industrial goods and customs documentation.
Provide all customs and shipping documentation in advance, particularly for shipments from outside the European Union.
ROLL does not provide pre-paid return shipping labels for international returns. Return shipping costs are paid by the customer, except in cases where the return is due to an error or defect attributable to ROLL.
Refunds
Once we receive and inspect the returned goods, we will notify you of the outcome within 10 business days. If the return is approved, the refund will be issued as follows:
For orders paid by bank transfer. The refund is issued by bank transfer to the original payment account, within 15 business days from approval of the return. Bank transfer details may be confirmed with the customer before issuing the refund, for security reasons.
For orders paid by credit card or other electronic payment. The refund is processed through the original payment method, within 10 business days from approval of the return. Processing time by the customer's bank may add additional days before the refund appears on the account statement.
Refunds cover the value of the returned goods. Shipping costs are non-refundable, unless the return is due to an error or defect attributable to ROLL, in which case shipping costs are also refunded.
If the goods have been used, damaged after delivery, or returned without authorization, ROLL reserves the right to refuse the refund or to apply a reduction proportional to the loss of value.
Exchanges
We do not operate a direct exchange process. If you need a different product, the fastest procedure is:
Contact us at info@roll-packaging.com to discuss the new requirement.
Place a new order for the replacement product.
Return the original goods following the return procedure described above.
The new order proceeds independently of the return process, to avoid delays in shipment of the replacement product.
Warranty (Garanzia per Vizi)
In addition to this Refund Policy, all products supplied by ROLL are covered by the warranty for defects under Italian law (Art. 1490 and following of the Italian Civil Code), for a period of 1 year from delivery for business customers.
Warranty claims must be submitted by email to info@roll-packaging.com or by certified email (PEC) to roll.snc@pec.it, with the order number, photographs, and a description of the defect.
The warranty covers manufacturing defects and non-conformity with the agreed specifications. It does not cover damage caused by improper use, accidental damage, normal wear and tear, modifications carried out by the customer, or use beyond the conditions specified in the product technical documentation.
Specific warranty terms for industrial machinery (such as RECYCLO) are defined in the supply contract signed at the time of purchase.
Scope of warranty: the warranty for defects covers manufacturing defects and non-conformity with the agreed specifications. It does not extend to performance parameters such as number of reuse cycles, durability under specific use conditions, or maximum load capacity at sustained use, which are indicative values only and not certified performance commitments. For full details on indicative specifications and customer responsibility for application suitability, please refer to the Performance and Application Disclaimer in our Terms of Service.
Force Majeure
ROLL is not responsible for delays in processing returns or issuing refunds caused by events beyond its reasonable control, including but not limited to: strikes, natural disasters, customs delays, banking system disruptions, war, pandemics, or government measures.
Disputes and Jurisdiction
For any dispute arising from this Refund Policy or from the supply contract, the exclusive jurisdiction is the Court of Como, Italy, and the applicable law is Italian law.
Before initiating legal action, we encourage customers to contact us directly at info@roll-packaging.com or sales@roll-packaging.com (Luca Vendramin) to seek an amicable resolution.
Contact
For any question related to returns, refunds, or warranty claims, please contact:
ROLL SNC di Pini Sergio & C.
Registered office: Via Don Capiaghi 9, 22070 Bregnano (CO), Italy
Email: info@roll-packaging.com
Sales contact: sales@roll-packaging.com (Luca Vendramin)
Certified email (PEC): roll.snc@pec.it
Phone: +39 339 208 2301
VAT number (P.IVA): IT 03818250130