1. B2B scope
This policy applies only to companies and professional traders. Sending a catalogue enquiry is not an order, does not automatically reserve goods and does not trigger payment. Specific quotation or order terms prevail where they expressly say so and to the extent permitted by law.
2. Cancellations
- An enquiry may be withdrawn without charge before it becomes an accepted quotation.
- After a quotation is accepted or an order is confirmed, cancellation is available only where the order documents allow it or the contractual seller agrees in writing.
- An order cannot be cancelled after dispatch, without affecting remedies for incorrect, damaged or non-conforming goods.
- If paid goods become unavailable before dispatch, a replacement or a refund for the unavailable goods will be offered.
3. Returns
- There is no return for change of mind, unsold stock, changes in demand, assessment error or incompatibility with the buyer’s sales channel. Before purchase, the buyer must review the information and request additional photographs, videos or clarification where needed.
- Incorrect goods, shortages, visible damage or non-conformity detectable on delivery must be reported within 5 days of delivery. After that period, delivery is treated as regularly accepted for those aspects, without affecting defects that could not be detected on delivery or mandatory legal rights.
- Provide the order or invoice number, item references, affected quantities, photographs and a description. Keep the goods, packaging and labels until the review is complete.
- Do not send goods back without written authorisation and return instructions. Unauthorised returns may be refused.
4. Refund eligibility
- A cancellation accepted before dispatch.
- Paid goods that are unavailable and not replaced.
- A duplicate payment or overcharge.
- An authorised return for confirmed supply error, damage or non-conformity.
- Any other case required by the accepted quotation or applicable law.
5. Amounts, costs and partial refunds
A refund may be full or limited to the affected items and quantities. The buyer bears return and return-shipping costs unless otherwise agreed in writing or mandatory law requires otherwise. VAT, original shipping, customs, insurance and handling are refunded only where expressly due. Any deduction is communicated before the case is closed.
6. Refund method and timing
Approved refunds are sent to the original payment method. For Stripe payments, after the refund is initiated the credit normally appears in about 5–10 business days depending on the bank or card network; a prompt refund can instead appear as a reversal of the original charge. Bank processing times are outside TRA-COM SRLS’s control.
7. How to make a request
Email support before starting a chargeback and provide the order reference, date, amount, reason and available evidence. We will acknowledge the request and provide the applicable instructions. This request does not restrict mandatory rights or the right to dispute a payment through a payment provider.