Rinascente general terms and conditions for remote sales

 

1. Rinascente remote sales service

1.1 La Rinascente S.p.a. offers its customers the opportunity to purchase products from its stores and request home delivery.
1.2 The product remote sales service (hereinafter “the Service”) is governed by these General Conditions of Sale. There is no online product catalogue and only goods physically available in store will be sold, with the
exception of brands that have not subscribed to the service.
1.3 The products purchased are sold directly by La Rinascente S.p.A. (hereinafter “Rinascente”), with registered office in Italy, at Via Giorgio Washington 70 - 20146 Milan, Tax Code and VAT no. 05034580968.
1.4 The sale price is the same as that applied in the Store where the request is made and the products are subject to the same discounts and promotions in force at the time of the order (hereinafter, “the Order”) placed by the customer (hereinafter, the “Customer”).

 

2. General previsions and sales policy

2.1 Rinascente sells its products to end users acting as "consumers". “Consumer” means any natural person who makes purchases through the Service for purposes not related to his/her commercial, entrepreneurial or
professional activity, if any. Therefore, by accepting these General Conditions of Sale, the Customer is expressly declaring that the products have been purchased for purposes other than those mentioned above.
2.2 In accordance with its sales policy, Rinascente reserves the right not to process orders placed by persons other than the "consumer" or orders which are, in any case, not compliant with its sales policy.
The purchased product is intended exclusively for the country in which the Customer places the Order;therefore, if the Customer decides to introduce the product into another country, s/he will be responsible for its
introduction and must comply with the regulations and restrictions applicable both to exports from the country where s/he purchased the product and to imports into the country into which s/he intends to bring it. Rinascente
hereby rejects any liability in that regard.

 

3. Conclusion of the contract

3.1 The Customer may contact Rinascente via WhatsApp or e-mail to purchase a product, providing the details of the product and preferably an image or photograph of the same for the correct identification of the product by
Rinascente.

3.2 Once the availability of the product has been confirmed, Rinascente may send the Customer one or more photographs of the product, if necessary, to check the item requested and ask for the data required to complete
the Purchase Order. The Customer acknowledges that the images and colours of the products on the photographs sent to him/her may not match the real ones due to the device used. These images should therefore be considered purely illustrative, as the product shall be definitively identified only through the information provided in the Order that the Customer shall review and accept before entering into the contract.

3.3 The Customer will receive the Purchase Order in PDF format via e-mail and/or WhatsApp, with the following information: product and main characteristics, price of the product and any discounts or promotions currently available in the Store, as well as the shipping address provided by the Customer and delivery times, shipping costs, Rinascente's details and payment methods.

3.4. The Purchase Order, which includes, inter alia, a summary of the conditions and methods for exercising the right of withdrawal, will be sent by e-mail to the Customer, together with the General Conditions of Sale and the Privacy Policy for the Customer to keep and read for a period of time appropriate for the purpose for which they are intended.

3.6 The Customer may then proceed to finalise his/her purchase by midnight (Italian time) on the day the Rinascente Order is sent through a specific link to the payment provider. After midnight, the link will no longer be active and it will no longer be possible to proceed directly with the payment. The Customer will then be required to contact Rinascente again to place a new Order.

3.7 It is an essential condition for the conclusion of the contract that the Customer, through a specific flag, declares that s/he is of age and has checked and confirmed the Order, read and accepted the General Conditions
of Sale and the Privacy Policy.

3.8 The contract will be concluded either in Italian or English, depending on the Customer's preference.

3.9 Once the purchase is complete, Rinascente will prepare the product for delivery to the Customer and the latter will receive, in the event of shipment, a link to track the shipment directly from the courier chosen by Rinascente.

3.10 The Customer will receive the product accompanied by the purchase receipt, the purchase confirmation and a document summarising the conditions of withdrawal/return, already included in these General Conditions of Sale and read and accepted by the Customer before making the purchase.

 

4. Payments

4.1 The Customer may pay the price of the product and any shipping and delivery costs through the Adyen payment platform, by choosing the payment method from those listed, or by bank transfer. The above methods
will also be indicated in the Order. The Customer may also make payment using a Gift Card issued by Rinascente. In the event of payment using multiple payment instruments (e.g. Gift Card and credit card), the amount of the Gift Card will be used first until its full value has been used up. Only if the Gift Card balance is not sufficient to cover the full payment for the Order will the remaining amount be charged to the other payment method selected by the Customer.

4.2 Purchases made through the Service can only be made in Euro. Therefore, the Customer acknowledges and agrees that any exchange rate surcharges and conversion fees applied by international payment networks shall be
borne exclusively by the Customer.

 

5. Shipping and costs

5.1 Upon receipt of the Order and before the conclusion of the contract, the Customer will be duly informed of the purchase price of the product, as well as of any applicable discounts, shipping costs and the date by which Rinascente undertakes to deliver the goods. Customers holding a Rinascente loyalty card may enjoy advantages on prices or shipping costs as per the general loyalty card rules. At the time of the Order, the Customer can identify him/herself as the holder of a loyalty card and receive details of the benefits from Rinascente.

5.2 Without prejudice to any specific exclusions, as mentioned hereunder, the shipping costs of the product shall be borne by the Customer; in the case of shipping abroad, customs duties shall also be borne by the
Customer.

5.3 The Products may be delivered, at the Customer's choice (to be made at the time of the Order), to (i) the address specified by the Customer (deliveries to post office boxes are not permitted); (ii) one of the Rinascente Stores listed on the website www.rinascente.it (Click & Collect Service). In the case of orders of bulky products, deliveries can only be made to the address indicated by the Customer
under (i). Delivery to the address specified by the Customer will take place at street level, at the street number provided, unless the Customer has selected delivery to a higher floor (available for bulky Products).

5.4 When placing an Order with Rinascente, the Customer must choose the delivery method from among those offered by Rinascente. The delivery times and related costs will be communicated when the Order is placed. However, the expected delivery times are indicative and Rinascente is not obliged to respect them.

5.5 It is not permitted to change the address or delivery method after an Order is placed.

5.6 In the event of delivery to the address specified in the Order by the Customer (pursuant to Article 5.3(i)), the Products will be delivered by a courier chosen by Rinascente (hereinafter, the “Courier”) on working days (i.e. excluding Saturdays, Sundays and local or national holidays).

5.7 Upon delivery by the Courier, the Customer (or his/her representative) may be required to sign the delivery form.

5.8 The Customer (or his/her representative) must check, upon delivery of the Products by the Courier or
collection of the latter: (i) that the number of packages delivered corresponds to what is indicated on the delivery document; and (ii) that the packaging and respective seals are intact, undamaged, not wet or altered in any way. 
Any damage to the packaging and/or product or any discrepancy in the number of packages or the information provided must be immediately reported in writing on the Courier's delivery document and sent to Rinascente,
together with photographic evidence, by e-mail to the address provided when placing the order. Upon receipt of this report, Rinascente will assess the claim raised by the Customer and, if it proves founded, proceed in
accordance with the provisions of Article 6 below for product non-compliance. Once the Courier's document has been signed, without the Customer having raised any objections, the Customer may no longer pursue any dispute in that regard.

5.9 If the Customer chooses to collect the Product from one of the Stores ("Click & Collect Point"), Rinascente will, following the Order Confirmation, also send a notification confirming the availability of the Product for collection at the Click & Collect Point chosen by the Customer, who will be required to collect the Product within 10 calendar days. Once that period has elapsed, the Product will no longer be available for collection and the cost of the Product will be refunded through the same method used by the Customer for the payment. The Customer must report to the Click & Collect Point for collection with a valid identity document. If a third party is appointed to collect the delivery, they must provide proof of their authorisation by submitting the duly completed and signed delegation form together with a copy of an identity document of the delegating party and the delegate.
Alternatively, the Customer may complete and sign the form and send it to the e-mail address used to place the Order, indicating the Order details, the full name of the third party appointed to collect the Product and attaching
a copy of both the Customer’s and the representative’s identity documents. Rinascente will send the mandate to the Customer by e-mail, together with the Order confirmation; the Customer
can also download it from the following link https://cms-content.rinascente.it/legal-documents/Modulo-mandate-C&C-IT.pdf. 
It should be noted that, in the absence of an express written mandate to an appointed third party, together with a copy of an identity document of the delegating party and the representative, and the copy of
the Order, Rinascente may choose not to deliver the Order to the third-party representative.

5.10 If the Customer opts for delivery to the address provided by the Courier will send the Customer an e-mail confirming dispatch after the shipment of the Products, as well as a second e-mail confirming the delivery of the
same. The dispatch confirmation e-mail will include a link for tracking the delivery status. The Customer may use that link to receive real-time updates of any possible change of delivery. 

5.11 In the case of orders consisting of two or more Products, several shipments may be arranged by Rinascente to speed up delivery.

5.12 The risk of loss or damage of the Products is transferred to the Customer when the latter (or a third party appointed by him/her, other than the Courier) takes physical possession of the Product.

 

6. Defects and non-compliance

6.1 If a product sold by Rinascente reveals a manufacturing defect and, in any case, an alleged lack of compliance relating to products sold by Rinascente, the Customer may contact the address used to place the
Order.

6.2. The sale of the Products is subject to the legal guarantees provided under Articles 129, 130 and 132 of the Italian Consumer Code. In accordance with those legal provisions, the Customer has the right to have the product
brought into compliance through repair or replacement (the Customer may choose whether to have the Product repaired or replaced under the conditions provided by law), at no cost. Alternatively, if either remedy is unsuccessful, the Customer may, in accordance with Article 135-bis of the Italian Consumer Code, request a price reduction or termination of the Contract. The Customer shall forfeit those rights if the non-compliance is not reported within 2 (two) months from the date on which the defect is discovered. Action aimed at invoking a non-compliance not deliberately concealed by the vendor shall be limited, in any case, to a period of 26 (twenty-six) months from delivery of the product.

6.3. Should the Customer request, within the term indicated in this Article 6, repair or replacement of the product due to non-compliance, all delivery costs for returning the product to Rinascente, as well as all costs related to
delivering the repaired or replacement product to the Customer, shall be borne by Rinascente. These costs include customs duties.

 

7. Right of withdrawal/return

7.1 Pursuant to Article 52 of the Italian Consumer Code, the Customer has the right to withdraw from the contract concluded without any penalty and without specifying a reason within 14 (fourteen) days, starting from the date of receipt of the products purchased through the Service (legal withdrawal). Rinascente grants the Customer an unlimited period of time to return the purchased products (conventional withdrawal). This is
provided that the product being returned conforms to what was sent, is intact, has not been tampered with and isaccompanied by the tag, packaging and warranty documents where present.

7.2 In order to withdraw from the contract and return the product, the Customer may send Rinascente an explicit statement containing his/her decision to withdraw from the contract to the e-mail address or WhatsApp
number used to place the Order.

7.3 Once the right of withdrawal has been exercised, the Customer may return the products: a) by agreeing with Rinascente to have the product collected by courier; b) by delivering the product directly to a Rinascente store.
The shipping costs for the return and any customs duties relating to the return of the products referred to in Article 7.1 shall be borne by the Customer. These costs shall instead be borne by Rinascente if the return request is based on a product defect pursuant to Article 6 of these General Terms and Conditions of Sale or in the event of delivery of a product other than that purchased.

7.4 The Products purchased must be returned intact, unused, in their original packaging (where provided), undamaged and bearing an identification tag with the disposable seal still attached as well as the warranty
certificate (if applicable). In addition, underwear and swimwear will only be accepted if they bear the hygiene label. In compliance with the provisions of Article 59(1) of the Consumer Code, the right of withdrawal shall not apply to Orders relating to customised products, including but not limited to, products engraved or embroidered with the Customer's initials. The right of withdrawal is also not applicable to sealed Products that cannot be returned for hygiene or health-related reasons, because they have exceeded their expiry date or been opened after delivery, e.g. cosmetic products and personal care treatments. The right of withdrawal may also be excluded, in compliance
with the provisions of Article 59(1), for other categories of Products, such as goods that are likely to deteriorate or expire rapidly, including food Products.

7.5 Pursuant to Article 57(2) of the Italian Consumer Code, the Customer will be responsible for any decrease in value of the products purchased, resulting from use thereof other than that necessary to ascertain their nature,
characteristics and functioning.

7.6 Should the right of withdrawal have been exercised, Rinascente reserves the right not to accept the return or not to refund in full the sums paid for the purchase of the products without their label, original packaging and receipt or those whose essential and qualitative characteristics have been altered or that have been used or damaged.

7.7 If the right of withdrawal is exercised in accordance with the methods and time frames indicated in this article, Rinascente will reimburse any sums already collected for the purchase of the products according to the
methods and terms set forth in Article 8 below.

7.8 If the replacement of Products is due to change a of size or colour, the Customer must return the Product to be replaced and submit a new Order Request for the different size or colour. The size or colour of a Product
can be changed at a Rinascente Store, subject to availability.

 

8. Reimbursement

8.1 Once Rinascente has received a notice of withdrawal, after verifying the correct execution of the terms and conditions indicated in Article 7, it shall order reimbursement to the Customer of the price of the products using
the same payment method used for the Order.

8.2 In the event of a total or partial return of one or more Products purchased entirely through a Gift Card, Rinascente will make a refund by issuing a Refund Card for the value of the Product or Products returned.
In the case of a partial return of Products relating to an Order paid for using both a Gift Card and another payment method, Rinascente will arrange the refund to the Customer by first reimbursing the amount to the credit card or payment method other than the Gift Card, until the full amount paid through those means by the Customer is reached.

8.3 If the methods and terms for exercising the right of withdrawal pursuant to Article 7 are not respected, the Customer will not be entitled to reimbursement of the amounts already paid to Rinascente. In fact, s/he shall be responsible for the decrease in value of the returned products, resulting from a use other than that authorised by Rinascente and performed to ascertain the nature and characteristics of the products in question. Within 14 days of the sending of the communication in which Rinascente informs the Customer of its non-acceptance of the return for the aforementioned reasons, the Customer may choose, at his own expense, to retrieve the products in
the state in which they were returned to Rinascente, by notifying the latter accordingly within 60 days from the sending of the non- acceptance of the return by Rinascente. After 60 days, the product will once again become
fully available to Rinascente for destruction or return to the supplier and the amounts collected for the sale can no longer be reimbursed to the Customer.

 

9. Correspondence

9.1 For any information relating to the after-sales service, the Customer may contact the address used to place the Order. For any reports regarding the Service, s/he can contact the Rinascente Customer Service by e-mail to customerservice@rinascente.it.

 

10. Applicable law and jurisdiction

10.1 These General Terms and Conditions of Sale are governed by Italian law and, in particular, by Legislative Decree no. 206 (the Consumer Code), Chapter I 'Consumers' rights in contracts', with specific reference to the regulations on remote sales contracts.

10.2 In the event of a dispute between Rinascente and any Customer arising from the General Terms and Conditions of Sale, Rinascente hereby declares that it fully accepts and adheres to the ConciliaCamera mediation service, an independent and institutional service provided by the Arbitration Chamber of the Chamber of Commerce of Milan, which enables the reaching of a satisfactory agreement, with the assistance of a neutral and competent arbitrator, in an amicable and secure manner online. For more information on the ConciliaCamera regulations or to send a mediation request, the Customer can visit
https://mediazione.infocamere.it/meca/Index.action. Moreover, the European Commission also provides a platform for the alternative out-of-court resolution of disputes, accessible at https://ec.europa.eu/consumers/odr/main/event=main.home2.show&lng=IT .
Alternatively, and on a residual basis, for disputes between Rinascente and a Customer resident or domiciled outside of Italy, the Court of Milan will have exclusive jurisdiction.

 

 

July 2025 edition

 

Policy statement on the processing of personal data

La Rinascente S.p.A. (hereinafter “Rinascente”), with registered office in Milan, Via Washington 70, is the Data Controller of your personal data obtained as part of the Rinascente remote sales service (hereinafter, “Service”) and will process them in compliance with current legislation and according to what is set out below.

1. Categories of personal data collected and processed by Rinascente

Rinascente only collects and uses the personal data you provide directly when using the Service, including your first name, surname, telephone number or e-mail address, the selected product, the shipping and invoicing addresses, payment details and, where applicable, the number of your Rinascente loyalty card. Rinascente also collects and uses any data of third parties that you may enter (for example the data of people who receive products sent as gifts). In that case, you must guarantee to Rinascente that you expressly obtained the third party's prior consent and undertake to send said third party the information contained in this policy statement. Rinascente does not freely request, collect, use or disseminate personal data provided by persons under the age of 18. If Rinascente learns that it has collected data on a minor, it will delete them. If you are not of the required age, please do not make any purchases through the Service and ask an adult (a parent or guardian) to do what is necessary.

 

2. Purpose and legal basis for processing the personal data

The personal data mentioned above are mainly collected and processed by Rinascente electronically, including with the help of electronic and computerised means, according to the principles of necessity, accuracy, proportionality and transparency for the purposes and according to the conditions of lawfulness (legal bases) indicated below:
a) Use of the Service, purchase and shipment of the product:
to allowyouto use the Service and thus allow you to purchase the products in our stores and request their home delivery simply by submitting a request via WhatsApp or by e-mail, and to manage any returns. The legal basis of this processing is the need to allow the Service to be used and the execution of a sales contract and the related obligations. The number of yourRinascente loyalty card is collected in order to apply any promotional discounts; in this case, the legal basis of the processing is also to provide a service in accordance with the Regulation of yourRinascente loyalty card (for more information, please refer to the provisions of the privacy policy for
Cardholders).
b) Protection of legitimate rights and interests:
Rinascente will process your personal data for the establishment, exercise or defence of rights in any competent venue. The legal basis of this processing is the legitimate interest of Rinascente. Said legitimate interest does not affect the rights and freedoms of users as the processing is necessary for the exercise of the constitutionally guaranteed right of defence.
c) Payment security:
to ensure that the information provided to make payment is complete, valid, correct and is not fraudulent. The legal basis of this processing is the legitimate interest of ascertaining the security of the payments
received and identifying and preventing any fraud.
d) Fulfilment of legal obligations:
to comply with obligations imposed by laws or regulations or by orders from the competent authorities. The legal basis of this processing is the need to fulfil legal obligations.

 

3. How the personal data is provide

The provision of the data indicated in art. 1 of this Policy Statement is mandatory for the purpose of providing the Service and to enter into the sales contract; failure to provide them or the incomplete or untruthful provision of them will make it impossible to provide the Service or, depending on the circumstances, make it impossible to finalise the sales contract or to properly fulfil our obligations. The provision of any other personal data besides those indicated in art. 1 of this Policy Statement is optional. No data provided on an optional basis is collected.

 

4. Recipients of personal data

For the purpose of pursuing the aforementioned purposes, your personal data will be processed by authorised Rinascente personnel (including sales staff and authorised personnel from the Marketing Department and the Information Systems Department, Customer Service, Omnichannel Division and Logistics Division), as well as by authorised personnel of third parties acting as data processors (for example, IT service and customer support suppliers, payment providers and shippers). In addition, the data may be communicated to the following categories of recipients, who also operate as data processors: companies of the group to which Rinascente belongs for the performance of IT and logistics support, management and accounting activities; the payment service provider to allow for payment of the purchases made or their repayment if necessary.
Where strictly necessary for the pursuit of the aforementioned purposes, your personal data may also be disclosed to third parties acting as independent data controllers such as the competent authorities, arbitration boards in the Chamber of Commerce, consultants or lawyers (for example, to manage disputes), legal, tax or administrative consulting firms (if the disclosure is necessary or will help to properly fulfil the contractual obligations of the Service, including the purchase contract, as well as obligations deriving from law or in the case of ascertainment, exercise or defence of a right), the acquirer (in order to enable payment for purchases), the supplier of fraud prevention services (in order to analyse the order to identify any fraudulent transactions), the shippers or companies that deal with logistics support or that manage the collection points of the products purchased (Access Points).
With reference to payments made for remote purchases, the data relating to economic transactions will be processed by the online payment providers as independent data controllers. In particular, in order to ensure that the payment is not fraudulent, Rinascente may disclose, including through its acquirer, your transaction and browsing data to Adyen N.V, based in Holland, which will analyse the payment transaction for anti-fraud checks. Said company processes your data as an independent data controller in compliance with its own policy statement available at the following link: https://www.adyen.com/it_IT/privacy-policy.
Your use of WhatsApp as a communication channel is also governed by the policy statement provided by WhatsApp LLC as an independent data controller https://www.whatsapp.com/legal?eea=0#privacy-policy. 
Personal data will not be disclosed or transferred to third parties for use for their own purposes; in the event of any extraordinary corporate operations (e.g. sale or lease of a company, mergers, etc.), the data could be transferred or conferred to third-party purchasers/assignees or entitled parties. For specific needs related to the location of the servers of Rinascente and/or its suppliers, it also makes use of services from suppliers located in third countries outside the European Economic Area (in particular, in Thailand and in the United States). In this case, Rinascente undertakes to ensure adequate levels of protection and safeguarding, also through contractual agreements, including the stipulation of standard contractual clauses pursuant to article 46 of the General Data Protection Regulation ("GDPR").
The list of processing recipients can be obtained by writing to the Rinascente addresses indicated in section 7 of this Policy Statement.

 

5. Personal data retention

Rinascente retains your personal data for the time strictly necessary to pursue the purposes referred to above, in compliance with the statutory and tax retention obligations and the limits established by the GDPR and
prevailing law.

 

6. Your rights

As the data subject, pursuant to articles 15 et seq. of the Regulation, you are entitled to:
• receive confirmation of the existence of your personal data, access their content and obtain a copy (right of
access);
• update, modify and/or correct your personal data (right of rectification);
• request the erasure of your personal data or to limit the processing in the cases envisaged in the Regulation, including cases where the data have been processed in violation of the law or if retention is not necessary in
relation to the purposes for which the data were collected or otherwise processed (right to erasure and right to limitation);
• revoke consent, where given, at any time and without prejudice to the lawfulness of the processing based on the consent given before the revocation (right to revoke consent);
• within the limits of the provisions of the Regulation, receive a copy of the data provided in a structured, commonly used, machine-readable format and request that such data be transmitted to another data controller if technically feasible (right to data portability);
• you also have the right to object at any time to the processing of your data for direct marketing purposes, including profiling, to the extent that it is related to such direct marketing and in cases where the processing
is based on a legitimate interest (par. 2, letters b and c of the Policy Statement (right to object)). You can exercise your rights at any time by writing to the following email address: customerservice@rinascente.it or by sending a registered letter with confirmation of receipt to the following address: via Washington 70, Milan (for the attention of DPO Rinascente), or directly in the store where the employees will manage the request - if it falls within their duties - or who will forward it to customer services.
When contacting us, you must include your name, e-mail address, postal address and/or telephone number if provided, along with any loyalty card number in order to properly manage your request.
Requests to delete the data are subject to current legal and regulatory obligations regarding the retention of
documents.
Rinascente may ask you to prove your identity and provide you with information on the action taken in response to a request within one month of receiving it. In accordance with the provisions of the Regulation, this deadline may be extended by two months, if necessary, taking into account the complexity and number of requests: in this case, Rinascente shall inform you of this extension, and the reasons for the delay, within
one month of receipt of the request.
You may lodge a complaint at any time with the Supervisory Authorities in the event of a breach of the law on the protection of personal data. For more information, please visit https://www.garanteprivacy.it/home/diritti/come-agire-per-tutelare-i-tuoi-dati-personali

 

7. Contact details of the Data Controller and Data Protection Officer

The Data Controller is: la Rinascente S.p.A., with registered office in Milan, Via Washington 70, VAT no.05034580968.
The Data Protection Officer (DPO) can be contacted at the following e-mail address: dpo@rinascente.it or by sending a registered letter with return receipt to the following address: via Washington 70, Milan (for the attention of DPO Rinascente).

 

Last updated: July 2025.