Shipping to:

Right of Withdrawal

Sales via the Internet are governed by Articles 45 to 67 of Legislative Decree 206/2005 (Consumer Code). This legislation provides for the consumer the right to terminate the contract or contract proposals, guaranteeing the right to return the product purchased. The right of withdrawal does not apply to sealed audiovisual products and computer softwares open by the consumer, nor to the sealed goods which are not suitable to be returned for hygienic reasons or related to the protection of health which were unsealed after delivery.
The customer is responsible for the decrease of the goods value resulting from a different handling than what is necessary to establish the nature, characteristics and functioning of products:

  • without the original packaging;
  • in the absence of integral elements of the product (accessories, cables, instruction manuals, etc);

The right of withdrawal is reserved exclusively for consumers (individuals who purchase goods for purposes not related to his profession, trade or business), so it can not be exercised by legal persons and natural persons acting for purposes related to the professional activity. The costs to return the product are at charge of the customer.

Possible custom duties (and other fees) for not-EU shipments will be deducted from the refund: they're always at charge of the buyer.

Methods and timing for the right of withdrawal

The Customer shall have a period of 14 (fourteen) days to withdraw. The withdrawal period ends after 14 (fourteen) calendar days since the receipt of the goods. (Within this period) the customer must notify to BT LINE SRL its intention to terminate the contract with one of the following ways:

  • delivering (physically) the product at Planet Multi Store shop in Prato (Italy). The customer can find all the informations about the address of the store and its opening time on the website. We kindly ask to advise our staff via email;
  • sending a request to our assistance via email (; our colleagues will provide You any information You require, a PDF file guide (with easy steps to follow as shown in the photo) and RMA code:

    The Customer will have to ship (at its own expense) the product carefully packed to the following address within 14 (fourteen) calendar days:

    Via Simintendi 2, 59100 Prato (Italy)
    Phone +39 0574 23395
    Fax +39 0574 60543

    The deadline shall be deemed met if the customer ships the product before the expiry of the period of 14 (fourteen) calendar days.

Refund: Mode and timings

According to Article 56 of Legislative Decree no. 206/05 BT LINE SRL will refund the payment/s after 14 (fourteen) days once the Warehouse receives the product/s back, excluding the (possible) shipping costs paid for the original order: only the product will be refunded.

- Bank Transfer payments will be refunded always via a bank transfer (We require the Swift and Iban codes in these cases).

- Credit card payments will be refunded directly on the credit card used for the order.

- Payments made with a PayPal account will be refunded transferring the amount directly to the account of the customer.

When the right of withdrawal is NOT available

1. The right of withdrawal (provided for in Articles 64 and following, as well as Articles 52 and 53 and paragraph 1 of Article 54) shall not apply:
a) for the supply of foodstuffs, beverages or other goods for domestic use (current consumption) supplied to the home of the consumer, to his residence or to his workplace by distributors who make frequent and regular rounds;
b) Contracts for the supply of services relating to accommodation, transport, catering or leisure services, when at the conclusion of the contract, the trader undertakes to provide these services on a specific date or within a specific period.

2. Unless otherwise agreed between the parties, the consumer may not exercise the right of withdrawal for the following cases:
a) the provision of services if the performance has begun (with the consumer's agreement) before the expiry of the deadline provided in the Article 64, paragraph 1;
b) the supply of goods or services whose price is dependent on fluctuations in the financial market that the professionist is not able to control;
c) the supply of goods made ​​to specifications or clearly customized or which (because of their nature) can not be returned or are liable to deteriorate or expire rapidly;
d) the supply of audio or computer software unsealed by the consumer;
e) the supply of newspapers, periodicals and magazines;
f) for gaming and lottery services.

The right of withdrawal is excluded and therefore the paragraphs above do not apply in respect of contracts concluded with professionists customers.

European procedures of the Dispute Resolution

European legislation requires that all online stores include the following link to the online dispute resolution platform of the European Commission: