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Right of withdrawal

Updated May 8, 2026
The right of withdrawal is provided for and governed by Legislative Decree No. 21/2014, which amends Legislative Decree No. 206/2005, the "Consumer Code." This law regulates distance selling and/or off-premises sales contracts, also defining the status of a Consumer and the cases in which the right of withdrawal may be exercised and the restrictions under which it applies.
A Consumer is defined by Article 3, letter a) of the Consumer Code as a natural person acting for purposes other than their business, commercial, artisanal, or professional activity.
The Consumer may exercise the right of withdrawal no later than 14 days after receiving the goods without having to provide any reason. Any requests for withdrawal after this deadline will not be accepted.
To exercise the right of withdrawal, please complete the following form and follow the automatic procedure:

click here> or you can make the request directly in your account in the "my orders" section

After completing the form, the Consumer will receive an email from our Customer Service with all the instructions for properly packaging and shipping the goods. Shipping must take place no later than the following 14 days. The Consumer will return, under their own responsibility, the product, carefully packaged according to any instructions received and in the original, undamaged packaging, complete with all parts and accessories, to:
Trade Up snc - Via Meer, 60 / 24022 / Alzano Lombardo BG - indicating the Order Number being returned on the packaging.
PentoleProfessionali will not be liable for any damage, theft, loss, or tampering that the goods may suffer during transport. We recommend shipping with insurance. Please note that the insurance is provided by the carrier and the owner and sole beneficiary is the Sender, not the Recipient.
Any return of goods after 14 days from notification by our Customer Service, unless otherwise agreed in writing, will result in our refusal to accept the shipment.
The Consumer will be refunded the price paid at the time of purchase, as well as shipping costs, within the limits set for standard shipping, which can be found in the "Shipping" section. Premium, Express, and/or customized shipments will be refunded up to the equivalent standard shipping rate, with the difference remaining the responsibility of the Consumer.
In any case, the costs of returning the goods will be borne entirely by the Consumer.
The Consumer will be entitled to a refund only if the goods are returned in perfect, functional, and resalable condition without the need for any intervention on our part. Otherwise, if the goods are returned even partially deteriorated but still marketable, the refund will be reduced in proportion to the loss in value of the goods. Finally, if the returned goods are completely unsuitable for resale, they will be returned to the Consumer and no refund will be given, as provided for by the Consumer Code. Return costs will be charged to the Consumer, always within the limits set for standard shipping costs. The full or partial refund will be credited to the account details provided to us within 14 days of receipt of the goods at our premises.


Pursuant to Article 59 of the Consumer Code, the right of withdrawal is excluded in the following cases:

  • The supply of custom-made or personalized goods;
  • The supply of perishable goods;
  • The supply of sealed goods that are not suitable for return due to hygiene or health protection reasons;
  • In the case of outdoor kitchens, this clause does not apply; therefore, please refer to the specific terms and conditions of sale.

If the purchase is made outside the definition of Consumer as defined by the Consumer Code, the Customer will not be able to avail of this withdrawal clause.