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
The right of withdrawal applies to any purchase amount, provided that the request is sent within 14 days of the product delivery.
How to exercise the right of withdrawal
To exercise the right of withdrawal, you must send a written notice via email to:
Email:
info@joy-shop.it
In the subject line of the email, please indicate: “Withdrawal declaration”
The body of the email must include:
- First and last name
- Order number
- Purchased product
- An explicit statement of the intention to withdraw from the contract
We advise you to keep a copy of the sent communication.
Return of the product
After notifying the withdrawal, the product must be returned within 14 days from the date the request was sent.
Return shipping costs are the responsibility of the customer, and the return can be made using a courier of your choice.
The product must be shipped to:
Materasso Shop SRLs
Via Pasubio, 9
59100 Prato (PO)
Italy
Tel: +39 329 3243574
Condition of the returned product
The product must be:
- Intact and complete in all its parts
- Carefully packed and adequately protected
- Free of obvious signs of wear or dirt
- Accompanied by any accessories and documentation
The customer is responsible for any decrease in value resulting from use that is not consistent with the nature and characteristics of the product.
In the event of depreciation, the refund amount may be reduced proportionally.
Refund
The refund will be issued within 14 days of receipt of the returned product and verification of its condition.
If discount codes were used, the refund will apply exclusively to 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:
- Custom-made or personalized products (sizes other than the standard 80x190, 120x190, 160x190)
- Sealed products which, for hygienic reasons, cannot be returned once opened
Non-compliant withdrawal
If the withdrawal is not exercised in accordance with the regulations, no refund will be issued.
The product will remain at the customer's disposal for collection, which must take place at the customer's 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, with no obligation to provide a reason). The 30-night trial is an additional commercial service from Joy Shop specifically designed for mattresses, with dedicated conditions: check the 30-Night Trial page for details.
How long do I have to withdraw from a purchase?+
Within 14 days from the date of receipt of the product, via written notice via email with the subject "Withdrawal declaration".
Who pays for return shipping?+
Return shipping is at the customer's expense and can be carried out using a courier of choice.
In which cases can I not exercise the right of withdrawal?+
Withdrawal is excluded for custom-made products or those with non-standard dimensions, and for sealed products opened for hygienic reasons.
When will I receive my refund after a return?+
The refund is processed within 14 days of receipt of the returned product and verification of its condition.