Return Policies

Returns & Refunds Policy (Hardware Appliance)

This Returns & Refunds Policy applies to the purchase of the SMS Foxbox hardware appliance (the “Product”) on smsfoxbox.it by consumers in the European Union, including Italy. It is drafted in compliance with EU Directive 2011/83/EU and the Italian Consumer Code (Codice del Consumo). This policy does not affect your statutory rights. [oai_citation:0‡European Union](https://europa.eu/youreurope/citizens/consumers/shopping/returns/index_en.htm?utm_source=chatgpt.com)

1. Right of Withdrawal (EU/Italy – 14 days by law)

If you are a consumer, you have the legal right to withdraw from a distance purchase within 14 calendar days from the day you (or a third party nominated by you) receive the Product, without giving any reason. [oai_citation:1‡European Union](https://europa.eu/youreurope/citizens/consumers/shopping/returns/index_en.htm?utm_source=chatgpt.com)

Important courtesy note: To ensure faster service, we kindly ask you to submit your return request within 7 days of purchase. This is a preferred timeframe for smoother handling, but it does not limit the statutory 14-day withdrawal period. [oai_citation:2‡European Union](https://europa.eu/youreurope/citizens/consumers/shopping/returns/index_en.htm?utm_source=chatgpt.com)

2. How to request a return

To exercise your right of withdrawal, contact us at [insert email/contact form] and provide:

  • Order number
  • Your full name and contact details
  • The Product(s) you wish to return
  • Date of delivery

We will provide return instructions and, where applicable, an RMA/authorization number.

3. Return conditions for hardware

The Product must be returned:

  • Undamaged, unused beyond normal inspection, and in resalable condition
  • With all accessories, cables, manuals, and any included components
  • In the original packaging (or equivalent protective packaging)

You may open the box and test the Product only as you would in a physical store. If the Product has been used, configured, paired, activated, or handled beyond what is necessary to verify its basic functioning, we may reduce the refund to reflect any diminished value. [oai_citation:3‡European Union](https://europa.eu/youreurope/citizens/consumers/shopping/returns/index_en.htm?utm_source=chatgpt.com)

4. Return shipping costs

Unless the Product is defective or non-conforming, the return shipping costs are borne by the customer. [oai_citation:4‡Consumatori Europei](https://www.europe-consommateurs.eu/en/shopping-internet/14-days-to-withdraw.html?utm_source=chatgpt.com)

We strongly recommend using a tracked and insured shipping method. The Product remains your responsibility until it is received at our premises.

5. Refunds

Once we receive the returned Product, we will inspect it.

  • If approved, we will process your refund within 5 business days after inspection.
  • In any case, the refund will be made no later than 14 days from the date we were informed of your withdrawal, as required by law. [oai_citation:5‡MIMIT](https://www.mimit.gov.it/en/media-tools/documents/right-of-withdrawal-frequently-asked-questions-faq?utm_source=chatgpt.com)

Refunds are issued using the same payment method used for the purchase unless otherwise agreed.

When you withdraw, we refund:

  • the price paid for the Product, and
  • the original outbound shipping cost up to the amount of the standard/least-expensive delivery option offered at checkout (any express upgrade is not refundable). [oai_citation:6‡European Union](https://europa.eu/youreurope/citizens/consumers/shopping/returns/index_en.htm?utm_source=chatgpt.com)

We may withhold the refund until we have received the Product back or you provide evidence of having shipped it, whichever occurs first. [oai_citation:7‡European Union](https://europa.eu/youreurope/citizens/consumers/shopping/returns/index_en.htm?utm_source=chatgpt.com)

6. Defective / non-conforming hardware (Legal Guarantee)

If the Product is defective, damaged on arrival, or not in conformity with the description, you are entitled to remedies under EU/Italian legal guarantee rules.

In such cases:

  • You may request a free replacement (or another remedy required by law).
  • You must return the defective Product with all received components before replacement is issued.
  • Return shipping costs for defective/non-conforming Products will be covered by us or reimbursed, as required by law. [oai_citation:8‡European Union](https://europa.eu/youreurope/citizens/consumers/shopping/returns/index_en.htm?utm_source=chatgpt.com)

Please contact us promptly with your order number and a description of the problem. Photos/video may be requested to speed up the process.

7. Returns that cannot be accepted / partial refunds

To protect customers and ensure product integrity, we reserve the right to refuse a return or apply a reduced refund if:

  • The Product is returned outside the legal timeframe;
  • Serial numbers, tamper seals, or identifiers are altered or missing;
  • The Product is damaged by misuse, improper installation, liquids, electrical faults, or unauthorized modifications;
  • Parts/accessories are missing;
  • The Product is returned with inadequate packaging causing damage in transit.

8. Contact & Return Address

SMS Foxbox Customer Care

Returns address: Via Risorgimento 93, 22040, Alzate Brianza - COMO- Italy

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