Withdrawal
In accordance with the Consumer Code (Legislative Decree 206/2005), private customers have the right to withdraw from the purchase contract without providing any reason, within 14 days from the date of receipt of the product.
The right of withdrawal is reserved exclusively for consumer customers, i.e., natural persons who purchase for personal use and not for professional activities.
When the right of withdrawal applies
- Orders equal to or greater than €50.00 (excluding shipping costs)
- Request sent within 14 days of product delivery
How to exercise the right of withdrawal
To exercise the right of withdrawal, you must send a written communication via email to:
Email:
info@joy-shop.it
In the subject line of the email, state: "Declaration of withdrawal"
The body of the email must include:
- First name and last name
- Order number
- Product purchased
- Explicit declaration of intent to withdraw from the contract
We recommend keeping a copy of the communication sent.
Product return
After communicating the withdrawal, the product must be returned within 14 days from the date the request was sent.
Return shipping costs are borne by the customer and can be done with a courier of their choice.
The product must be shipped to:
Materasso Shop SRLs
Via Pasubio, 9
59100 Prato (PO)
Italia
Tel: +39 329 3243574
Conditions of the returned product
The product must be:
- Intact and complete in all its parts
- Carefully packaged and adequately protected
- Free from obvious signs of wear or dirt
- Accompanied by any accessories and documentation
The customer is responsible for any decrease in value due to use not conforming to the nature and characteristics of the product.
In case of depreciation, the refund amount may be proportionally reduced.
Refund
The refund will be issued within 14 days of receipt of the returned product and verification of its conditions.
If discount codes were used, the refund will only cover the amount actually paid.
Exclusions from the right of withdrawal
⚠️ Attention: pursuant to art. 59 of the Consumer Code, the right of withdrawal is excluded in the following cases:
- Products made to measure or customized (sizes other than the standard 80x190, 120x190, 160x190)
- Sealed products that, for hygienic reasons, cannot be returned once opened
- Orders under €50.00 (excluding shipping costs)
Non-conforming withdrawal
If the right of withdrawal is not exercised as provided by law, no refund will be issued.
The product will remain available for collection by the customer, which must be at their own expense and responsibility.
Frequently asked questions about withdrawal
What is the difference between the right of withdrawal and the 30-night trial?+
The right of withdrawal is the legal protection provided by the Consumer Code (14 days from delivery, without obligation to provide a reason). The 30-night trial, on the other hand, is an additional commercial service by Joy Shop specifically designed for mattresses, with dedicated conditions: consult the 30-Night Trial page for details.
How long do I have to withdraw from the purchase?+
Within 14 days from the date of product receipt, by written communication via email with the subject "Declaration of withdrawal."
Who pays for return shipping?+
Return shipping costs are borne by the customer and can be done with a courier of their choice.
In which cases can I not exercise the right of withdrawal?+
The right of withdrawal is excluded for custom-made products or products with non-standard sizes, for sealed products opened for hygienic reasons, and for orders under €50.00 (excluding shipping costs).
When will I receive the refund after a return?+
The refund is issued within 14 days of receipt of the returned product and verification of its conditions.