Frequently Asked Questions – FAQ
In this section you will find answers to the most frequently asked questions relating to purchases on Innovo Group, payments, shipping, returns and warranty.
ORDERS
How can I place an order?
Select the product you wish to purchase, add it to your cart, and proceed to checkout. Before confirming your order, you can review the products, quantity, shipping address, shipping method, and total amount.
Do I have to register to purchase?
If the site allows guest purchasing, you can complete your order without creating an account.
Registration is recommended because it allows you to more easily consult your order history and status.
Can I change or cancel an order?
If your order hasn't been prepared or handed over to the courier yet, please contact our customer service team as soon as possible.
We'll do our best to change or cancel it. If shipping has already started, we may no longer be able to change your order.
How do I know if my order has been received?
After completing your purchase, you will receive a confirmation to the email address you provided during checkout.
If you don't find it, please also check your spam or junk mail folder.
PAYMENTS AND INVOICES
What payment methods do you accept?
Available payment methods are displayed directly during checkout and may include credit/debit cards, electronic payment systems, bank transfer and other methods that may be available.
Are online payments safe?
Electronic payments are handled through the systems of the payment service providers used by the site.
Innovo Group does not directly collect complete card data when the transaction is processed by the payment provider.
Can I request an invoice?
Yes. Please enter the required tax information correctly when ordering.
For business purchases, be sure to include your VAT number and any information required for electronic invoicing.
Do prices include VAT?
For purchases intended for Consumers, prices are shown inclusive of VAT, unless otherwise permitted by law.
In areas or price lists intended exclusively for B2B customers, prices may be shown net of VAT, when clearly indicated.
SHIPMENTS
How much does shipping cost?
The cost is calculated based on the order and destination and is always displayed before confirming the purchase.
When will I receive my order?
Estimated delivery times are indicated during purchase or in the shipping information.
Once the order has been entrusted to the courier, actual delivery times may depend on the destination and the shipping service.
How can I find out where my order is?
When available, you will receive the information needed to track your shipment via the courier's tracking system.
What should I do if the package arrives damaged?
Check the packaging upon delivery.
If there are obvious damages, crushing, openings or other problems, we recommend accepting the delivery with specific reservation, indicating to the courier the type of damage found.
Also, take a photo of the package before opening it and contact our customer service.
RETURNS AND WITHDRAWAL
Can I return a product purchased online?
If you purchase as a Consumer, you can exercise the right of withdrawal within 14 days from delivery, without having to indicate the reason, except for the exceptions provided by law.
How can I request a return?
Communicate your withdrawal request using the methods available on the website or by contacting our customer service.
Please indicate your order number and the product you wish to return.
Where should I send the return?
After having communicated the withdrawal, unless otherwise instructed by our customer service, the product must be sent to:
Vonino Italia Srl – Returns Office
Via Fabio Filzi, 18
26027 Rivolta d'Adda (CR) – Italy
We recommend that you do not ship a product before communicating your return request.
Who pays for the return shipping?
In the event of normal exercise of the right of withdrawal, the direct cost of the return is borne by the Customer, unless otherwise indicated or promoted.
If the product has a defect, the request will be handled in accordance with the provisions of the legal guarantee.
Do I have to return the product in its original packaging?
We recommend that you keep and use, whenever possible, the original packaging and all accessories received.
In any case, the product must be adequately protected during transport.
Can I try the product before deciding whether to return it?
You may handle the product to the extent necessary to verify its nature, characteristics and functioning.
Use beyond what is necessary for such verification may result in a decrease in the value of the product for which the Consumer may be responsible.
When will I receive my refund?
The refund will be made within the terms established by applicable legislation.
Innovo Group may wait to receive the product or proof of shipment, if prior, before proceeding with the refund.
Refunds are normally made using the same payment method used for the purchase.
WARRANTY AND DEFECTIVE PRODUCTS
How long does the warranty last?
For purchases made by Consumers, new products are covered by the two-year legal guarantee of conformity from delivery, as provided for by the Consumer Code.
Who should I contact if the product is defective?
Contact Innovo Group support directly, indicating:
- order number;
- product concerned;
- description of the problem;
- any photographs or videos useful to demonstrate the defect.
We will provide you with instructions for managing your request.
Should I contact the manufacturer directly?
Not necessarily.
For B2C purchases the legal guarantee is provided by Vonino Italia Srl as seller.
Any commercial manufacturer's guarantee is additional and does not replace the rights provided by the legal guarantee.
What happens if the product is defective?
When there is a lack of conformity covered by the legal guarantee, the Consumer is entitled to the remedies provided by law.
Depending on the case, they may include repair or replacement free of charge and, when the conditions set by law apply, a price reduction or termination of the contract.
CORPORATE PURCHASES – B2B
Can companies and professionals also purchase?
Yes. Innovo Group is also aimed at companies and professionals.
When purchasing, please enter the required company and tax information correctly.
Are B2B pricing or terms available?
Innovo Group can provide Professional Clients with price lists, discounts, offers, and dedicated commercial conditions.
The conditions may depend on the product, the quantity purchased and the customer profile.
Does the 14-day right of withdrawal also apply to companies?
No. The right of withdrawal provided for by the Consumer Code is reserved for Consumers.
Any B2B returns must be previously agreed upon and authorized by Innovo Group.
Can I request a quote for large quantities?
Yes. For large orders or business supplies you can contact us to request a personalized quote.
ASSISTANCE
How can I contact Innovo Group?
For information on products, orders, shipments, returns, or warranties, you can contact:
Innovo Group – Vonino Italia Srl.
Tel. +39 06 97626742
Registered office:
Via Nicolò V, 19
00165 Rome (RM) – Italy
Returns Office:
Via Fabio Filzi, 18
26027 Rivolta d'Adda (CR) – Italy
For further details, please also see the General Conditions of Sale, the page Returns and Right of Withdrawal and the page Warranty and Assistance available on the site.