Rinascente Online General Terms and Conditions of Sale

 

1. General rules and sales policy

1.1. These general terms and conditions of sale (hereinafter “Terms and Conditions”) govern all sales of products (hereinafter “Products” or individually a “Product”) by la Rinascente S.p.a., having its registered office at Via Giorgio Washington 70 - 20146 Milan, Tax Code and VAT No. 05034580968, with fully paid-up share capital of Euro 5,115,996 (hereinafter “Rinascente”), concluded remotely through the website www.rinascente.it (hereinafter, the “Website”).

1.2. The online sales service on the Website is reserved exclusively for consumers.  “Consumers” shall mean natural persons, aged over 18 (eighteen), acting for purposes unrelated to their commercial, entrepreneurial, artisanal or professional activity (referred to hereinafter as “Customers" or, individually, as a "Customer"). Therefore, by expressly accepting these Terms and Conditions, the Customer is declaring that the Products have been purchased for purposes other than those listed above.

1.3. In view of its sales policy, Rinascente reserves the right not to process orders placed by persons other than the Customer or orders that are not compliant with its sales policy.

1.4. The purchased Product is intended exclusively for Italy; therefore, if, after the Product has been delivered, the Customer decides to export the Product to a country other than Italy, they will be responsible for its export and must comply with the regulations and restrictions applicable both to exports from Italy and to imports into the country into which the Product is to be taken. Rinascente hereby rejects any liability in that regard.

1.5. The language used for entering into these Contracts (as defined below) is Italian or English, according to the Customer's preference.

1.6. Customers must carefully read these Terms and Conditions, available on the Website, to familiarise themselves with their content prior to purchase. Each Order Request (as defined below) may be saved and the Terms and Conditions downloaded using the respective browser command.  In any case, Rinascente will promptly send to the Customer a copy of the Order (as defined below) with all necessary information by e-mail. The documents can be easily printed or saved using the functions available in common e-mail programs. 

 

2. Products and availability – Gift Cards

2.1. Information on the Products, together with their price, is available on the Website.

2.2. Customers can also purchase digital gift cards online, the value of which is variable, decremental and non-rechargeable. Digital Gift Cards can be used as a payment tool both online, for the purchase of Rinascente Products, and through the On Demand service.

Gift Cards can also be used at Rinascente stores. Gift Cards are valid for 12 months from the date of purchase; the expiry date and the residual balance can be checked at all Rinascente stores and online at www.rinascente.it. Rinascente may set limits on the use of Gift Cards. For example, the use of Gift Cards as prizes in sweepstakes is prohibited without the prior approval of Rinascente.  In the event of loss, damage or theft, the Gift Card cannot be blocked or replaced and Rinascente shall not be held responsible for any improper or unauthorised use by third parties.

2.3. Rinascente does not guarantee to the Customer that the Products on the Website shall also be available at Rinascente stores.

2.4. The graphic representation of the Products displayed on the Website may differ from reality; the Customer must therefore rely on the Product description and the characteristics provided on the Product Page. The style, models, features and colours of the Products described on the Website may be changed without prior notice.

2.5. Rinascente reserves the right to restrict, at any time, the quantity and/or type of Products that can be purchased from the Website; Rinascente also reserves the right to establish a maximum value for Gift Cards purchased online. During the purchasing process, if the Product becomes unavailable, the Customer will be notified via an automatic message. In any case, Rinascente cannot be held liable towards the Customer due to the unavailability of a Product.

2.6. Rinascente is not responsible for any errors resulting from the failure of the Customer's internet connection to the Website.

 

3. Product price

3.1. The price of the Products indicated on the Website is shown in Euro and includes all applicable taxes or duties. Any delivery costs, specified on the Website page containing the delivery methods, will be added to the price of the Products.

3.2. Rinascente constantly verifies the accuracy of the prices of the Products listed on the Website; however, it cannot guarantee the complete absence of errors. In the event of an error in the indicated price of a Product, Rinascente will reject the Order and offer the Customer the opportunity to purchase the Product at the correct price.

3.3. Promotions shown on the Website will apply to the Product only where expressly specified for that Product on its Product Page.

 

4. Conclusion of the Contract

4.1. The Website describes the main characteristics and the price of each Product. The information shown on the Website does not constitute an offer by Rinascente.

4.2. Before submitting a purchase proposal through the Website (defined as an “Order Request”), the Customer must carefully read all instructions provided during the purchase process (including with regard to delivery costs and the exercise of the withdrawal right), as well as the Privacy Policy and these Terms and Conditions.

4.3. The submission of an Order Request constitutes a Customer's purchase proposal for the selected Product, governed by these Terms and Conditions, and is binding upon the Customer, without prejudice to the right of withdrawal as provided under Article 9. In the event of an error by the Customer when entering the recipient's e-mail address for a digital Gift Card, such address cannot be corrected by Rinascente and the Order cannot be cancelled by the Customer. By submitting an Order Request, the Customer undertakes to pay the price of the Product and the shipping costs, if applicable.

4.4. Before submitting the Order Request, the Customer may make corrections and/or changes to the details entered, by following the specific procedure described on the Website. This may include, but is not limited to, changing the quantity of Products to be purchased by adding or removing one or more Products from the shopping cart (hereinafter, the “Shopping Bag”). Digital Gift Cards cannot be purchased together with other Products.

4.5. To purchase a Product, the Customer must (i) add the selected Product to the Shopping Bag by clicking on the relevant icon, (ii) complete the Order Request, (iii) select the payment and delivery method, (iv) accept the Terms and Conditions and declare that they have read the Privacy Policy, and (v) submit the Order Request through the Website.

4.6. Once the Order Request has been submitted, the Customer will receive an automatic message confirming that the Order Request has been received. Only upon receipt by the Customer of confirmation of acceptance of the Order Request (hereafter, the “Order Confirmation”) shall the purchase order between the Customer and Rinascente (hereinafter, the "Order" or collectively the "Orders”) be deemed formalised and the Product sale agreement (hereinafter, the “Contract" or collectively the "Contracts”) therefore deemed concluded.

For Order Requests relating to Products sold through the catalogue, marked on the Site with the wording "Yours by ..." (hereinafter "Catalogue Products"), the confirmation message acknowledging receipt of the Order Request will also specify that the Order Request for Catalogue Products only has been accepted and therefore the Order is considered confirmed and the Product Sale Agreement for the Catalogue Products duly concluded between the parties. Acceptance (or rejection) by Rinascente of the Order Request will be sent to the Customer at the e-mail address provided in the Order Request.

For the purchase of digital Gift Cards, once the Order Request has been submitted, the Customer will receive an e-mail containing the Gift Card along with details of its value, validity period  and identification number.

4.7. In compliance with the provisions of Article 51, paragraph 7 of the Consumer Code, as well as those of Article 13 of the E-Commerce Decree (as defined below), the Customer will receive a copy of the Order with a summary of the main details of the purchased Products, a detailed indication of the price and payment methods, information on the shipping costs and the terms and procedures for exercising the right of withdrawal.

4.8. Rinascente may reject an Order Request or cancel an Order, if already formalised, in the following cases:

(i) in the event of unavailability of the Products without prejudice to the provisions of Articles 2.4. and 4.9.; or

(ii) if the payment made by the Customer is unsuccessful (e.g. if the purchase price is not charged to the Customer's credit card); or

(iii) in the event of a report, or a suspicion, of fraudulent or illegal activities, including the suspicion that the purchases are being made for commercial purposes;

(iv) in the event of any breach by the Customer of the obligations arising from a previous contract entered into with Rinascente.

4.9. In the event of unavailability of one or more ordered Products, the Customer will be notified by e-mail. In that case, the Order Request will be rejected or accepted for the available Products only. In the event of partial acceptance, the Customer shall only be required to pay the price for the Products available; if payment is made by credit card, only for the amount corresponding to the available Products, along with any applicable shipping costs, if envisaged. If, on the other hand, payment is made by Gift Card, only the amount relating only to the Products available, along with any shipping costs, will be charged.

4.10. Should the Catalogue Products ordered by the Customer become unavailable for reasons beyond Rinascente's control (e.g. if the Product has been discontinued by the supplier), Rinascente will promptly notify the Customer of the impossibility to fulfil the Order and will consequently terminate the Contract, refunding the amount paid and any related shipping costs, as set out in Article 8.4.

 

5. Payment method - Invoicing

5.1. The Customer will pay the price for the Products and any shipping costs by choosing one of the payment methods available from the summary and payment page on the Website.

5.2.The payment methods must be selected before sending the Order Request and cannot be modified in any way once the Order Request has been sent.

Rinascente may set limits on payment methods for the purchase of digital Gift Cards.

5.3. If the Customer requires an invoice, they must select the specific option on the Website and provide the required details before submitting the Order Request. The details for issuing an invoice must be those entered by the Customer in the billing address field. Changes to the invoice after it has been issued are not permitted.

5.4. Rinascente accepts payments made using the credit cards indicated on the summary and payment page of the Website.

5.5. Transactions will only be charged to the Customer's credit card after:

(i) the credit card details have been verified;

(ii) authorisation to execute the charge has been provided by the issuer of the credit card used by the Customer, and

(iii) the availability of the Product has been confirmed by Rinascente.

5.6. The credit card will not be charged at the time of submission of the Order Request, but a temporary hold for the value of the Order will be placed on the credit card. It should be understood that, with the Order Confirmation (which for the sales of the Catalogue Products occurs at the same time as confirmation of receipt of the Order Request as specified in Article 4.6), this temporary charge will be cancelled and replaced by the corresponding amount charged to the Customer.  The temporary charge will also be cancelled if the Order Request is rejected.

If the Customer selects payment through a payment service provider, they will be directed to the payment provider's relevant page to process the payment and must follow the instructions provided by the latter.

5.7. The Customer may also make payment through the Cards issued by Rinascente.

In the event of payment made by Gift Card, Rinascente will place a temporary hold for the value of the Order on the amount of the Gift Card.  The Gift Card will only actually be charged following Confirmation of the Order by Rinascente; until that time, the Customer may not use the Gift Card for the value of the Order.

5.8. In case of online payments with multiple payment instruments, for example with 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 of the Order, the remaining amount will be charged to the other payment method selected by the Customer.

5.9. All payments can only be made in Euro; therefore, the Customer acknowledges and agrees that the exchange rate surcharges and the conversion fees defined by international payment networks shall be borne exclusively by the Customer.

 

6. Shipment and delivery confirmation

6.1. Rinascente will send the Customer the Order Confirmation e-mail pursuant to Art. 4.6 which will also include a confirmation of shipment to the address indicated by the Customer, as well as a second e-mail confirming the Products have been delivered. Customers who have purchased Catalogue Products, after the e-mail confirming, receiving and accepting the Order Request, will also receive the Order Confirmation e-mail to promptly inform them of the delivery confirmation.

6.2.The Order Confirmation and shipment confirmation e-mail will include a link for tracking the shipment status. The Customer may use that link in order to receive real time updates on any possible change of delivery. In addition, the Customer may access the "My Orders" section of their personal account to check the shipment status.

6.3. In the case of Orders consisting of two or more Products, separate shipments may also be arranged to speed up delivery.

6.4. In case of orders consisting of two or more Products delivered through multiple shipments, if the Customer has selected the payment on delivery method, where applicable, each shipment will include a receipt and the Customer shall pay, upon each delivery, only the amount due for the Product included in that specific shipment.

6.5. In the case of purchase of digital Gift Cards, Rinascente will send the Gift Card to the e-mail address specified at the time the Order is placed by the Customer. Paper Gift Cards are not available.

6.6. Once the Product has been shipped, the Order may not be cancelled or amended. The return of Products already shipped must be carried out in accordance with the withdrawal procedure provided for in Article 8.

 

7. Shipments and delivery of the Products

7.1. The Products purchased on the Website are delivered using the appropriate packaging for purchases on the Website.

7.2. Without prejudice to any specific exclusions, the shipping costs of the product are borne by the customer; in the case of shipping abroad, customs duties are also borne by the customer.

7.3. 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), (iii) one of the collection points proposed by the Courier, where available (hereinafter, the Collection Point). 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 the method of delivery to a higher floor available for bulky Products.

7.4. When placing an Order with Rinascente, the Customer must choose the delivery method from among those offered by Rinascente. Delivery times and related costs will be communicated to the Customer at the time of the Order. The shipping costs of the Products will be clearly indicated on the page when choosing the delivery method on the Site and, subsequently, highlighted on the summary and payment page and also shown separately in the Order Request. However, the expected delivery times are indicative and Rinascente is not obliged to respect them.

7.5. Changing address or delivery method after placing an Order is not permitted.

7.6. In the event of delivery to the address specified in the Order by the Customer (pursuant to Article 7.3(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).

7.7.Upon delivery by the Courier, the Customer (or their authorised representative) may be required to sign the delivery form.

7.8.The Customer (or their authorised 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 customerservice@rinascente.it. Upon receipt of this report, Rinascente will evaluate the claim raised by the Customer and, if it proves to be well founded, proceed in accordance with the provisions of Article 9 below for product non-conformity. Once the Courier's delivery document has been signed without any remarks by the Customer, the Customer may no longer be entitled to raise any claims in that regard.

7.9. 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 selected Click & Collect Point. The Customer 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 send the completed and signed form to the e-mail address used to place the Order, indicating the Order details, the full name of the delegated third-party and attaching a copies of both the Customer’s and the delegate’s identity documents.

The delegation form will be sent by Rinascente to the customer via 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, without an express written mandate to the third-party, along with copies of both the delegating Customer’s and delegate’s identity documents and a copy of the Order, Rinascente will not be able to release the Order to the delegated person.

7.10. The risk of loss or damage of the Products is transferred to the Customer when the latter (or a third party designated by it, other than the Courier) is in physical possession of the Product.

 

8. Right of withdrawal 

8.1. In accordance with Article 52 of the Consumer Code, the Customer may withdraw from the Contract, without specifying the reason, within 14 (fourteen) days from the date on which the Customer (or its representative authorised to receive the Product) is in physical possession of the Product itself (legal withdrawal). If the Customer orders several Products in a single Order and the Products are delivered separately, the term for exercising the right of withdrawal starts from the day on which the Customer or a third party designated by the Customer, other than the Courier, comes into possession of the last Product. Rinascente grants the Customer an unlimited term to return the purchased Product (so-called conventional withdrawal).

8.2. To exercise the right of withdrawal, the Customer must return the purchased Product to Rinascente, sending it to the address specified on the return label contained in the box in which the Product was received. The costs for returning the Product will be borne by Rinascente.

8.3.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 hygienic label.

In compliance with the provisions of Article 59, paragraph 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 be excluded, in compliance with the provisions of Article 59, paragraph 1, also for other categories of Products, such as goods that are likely to deteriorate or expire rapidly, including food Products.

Pursuant to Article 57, paragraph II of the Consumer Code, the customer will be responsible for any decrease in value of the products purchased, resulting from their use other than that necessary to ascertain their nature, characteristics and functioning.

8.4. Upon receipt of a notice of withdrawal from the Customer and having verified the correct execution of the terms and conditions referred to in this Article, Rinascente shall arrange the reimbursement to the Customer of the price of the Product and, in the case of withdrawal, within 14 (fourteen) days from receipt of the Product, including the costs incurred by the Customer for the shipment, if it has opted for the standard delivery method.

Rinascente shall make the refund using the same payment method used by the Customer to purchase the returned Product, unless otherwise expressly agreed with the Customer and provided that the latter does not have to incur additional costs for said refund.

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 and sending to the Customer a new Gift Card for the value of the Product or Products returned. 

In the case of a partial return of the Products relating to an Order paid 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 other payment methods used, until the full amount paid through those means by the Customer is reached. 

8.5. Rinascente may withhold the refund until it receives the returned Product or, if earlier, until the Customer has provided proof of having shipped the Product back.

8.6. The Products bought from Rinascente may also be returned, within the term specified in Article 8.1, to Rinascente stores. No cash refunds will be made at Rinascente stores or at the Access Points; the refund will be made according to the procedure described in Articles 8.5 and 8.6.

8.7. The instructions for returning Products in accordance with this Article are also provided on the Website.

8.8. Pursuant to Article 52 of the Consumer Code, the Customer is entitled to return the Gift Cards purchased online within 14 days (fourteen) from the date of receipt by contacting Customer Service at the following address customerservice@rinascente.it or by calling 0291387388, provided that they have not been used, even partially. 

8.9. Products will not be replaced for a change of size or colour. The Customer must return the Product that it wishes to replace and submit a new Order Request for the different size or colour. Products purchased on the Website will not be replaced at Rinascente stores, without prejudice to the right of withdrawal pursuant to Article 8.

 

9. Defects of Conformity

9.1. If a Product sold by Rinascente reveals a manufacturing defect or for any presumed non-conformity relating to Products sold by Rinascente, the Customer may contact Rinascente Customer Services immediately by e-mail at customerservice@rinascente.it or by calling 0291387388, from Monday to Sunday, from 9:00 a.m. to 6:00 p.m.

9.2. The sale of the Products is subject to the legal guarantees provided under Articles 129, 130 and 132 of the Consumer Code. In accordance with those legal provisions, the Customer has the right to have the product brought into conformity 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 Consumer Code, request a price reduction or termination of the Contract. The Customer shall forfeit those rights if the lack of conformity is not reported within 2 (two) months from the date on which the defect was discovered. The action aimed at claiming a defect of conformity not deliberately concealed by the vendor is limited, in any case, to the period of 26 (twenty-six) months from the Product delivery.

9.3. Should the Customer requests, within the term specified in this Article 9, the repair or replacement of the Product due to a lack of conformity, all delivery costs relating 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.

 

10. Governing law and jurisdiction

10.1. These Terms and Conditions and, consequently, the Contracts are regulated by Italian law and they must be interpreted based upon that law, including Italian Legislative Decree No. 206 dated 6 September 2005 (the “Consumer Code”), as well as Italian Legislative Decree No. 70 dated 9 April 2003 (the “E-Commerce Decree”).

10.2. Any dispute arising from the interpretation, validity and/or execution of these Terms and Conditions and of the Contracts shall be subject to the exclusive jurisdiction of the court of the place of residence or domicile of the Customer. In any case, in relation to any dispute that may arise in connection with these Terms and Conditions and the Contracts, the Customer may opt for an extrajudicial dispute resolution procedure, in compliance with Articles 141 et seq. of the Consumer Code. If the Customer opts for the aforementioned procedure, Rinascente will guarantee its participation in any amicable settlement attempt before the ConciliaCamera, 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 settlement request, the customer can visit https://brokerage.infocamere.it/meca/Index.action.

Alternatively and residually for disputes between Rinascente and the Customer, resident or domiciled outside of Italy, the Court of Milan will have exclusive jurisdiction.

10.3. The Customer may also choose to use the extrajudicial dispute resolution platform provided by the European Commission, available on the website https://ec.europa.eu/consumers/odr/main/?event=main.home2.show&lng=IT.

 

11. Contacts 

11.1. For further information and assistance regarding the Website or on online purchase methods, Customers may contact Rinascente Customer Service at customerservice@rinascente.it or by calling 0291387388, available from Monday to Sunday, from 9:00 a.m. to 6:00 p.m.

 

Last updated May 2025