Terms and Conditions of Sale, Returns and Refunds
These Terms and Conditions govern the distance sale of the products offered on the rossmanstore.it website by ROSS di Rossiello Luca, sole proprietorship (impresa individuale), Via Repubblica Italiana 27, 70032 Bitonto (BA), Italy, Italian VAT number (Partita IVA) 07722190720 (hereinafter «ROSS»). Full details of the seller are given in section 9 and on the Legal notice page.
1. The contract between the Customer and ROSS
Submission of an order by the Customer constitutes an offer to purchase the selected products on the terms stated on the website.
The automatic acknowledgement of receipt of an order does not necessarily mean that the order has been accepted. The contract is deemed to be concluded when ROSS notifies the Customer that the order has been accepted or confirms that the products have been dispatched.
ROSS reserves the right not to accept, or to cancel, an order in the event of product unavailability, payment irregularities, incomplete or inaccurate details, suspected fraudulent use or obvious errors relating to the products, prices or information published on the website.
Should an order that has already been paid for not be accepted or fulfilled, ROSS will refund the sums received without undue delay.
To place an order, the Customer selects the products and adds them to the basket; on the checkout page, the Customer enters or checks the delivery and billing details, chooses the delivery and payment methods, reviews the summary showing the total price and delivery costs, accepts these Terms and Conditions and confirms using the «Order with obligation to pay» button, which entails an obligation to pay the price. Until then, the Customer can check and correct the details entered and the contents of the basket by editing the fields on the checkout page or by returning to the basket.
Once the order has been submitted, ROSS sends the Customer an email with a summary of the order. ROSS stores the order details; Customers with an account can view their orders in the «My account» area. These Terms and Conditions can be saved and printed from this page.
The contract can be concluded in Italian, English or German (section 11).
2. Prices and availability
Product prices are shown on the website including the applicable VAT. The price shown in the summary before the order is submitted is the total price payable, including taxes and delivery costs.
Shipping costs may be added to the price of the products, calculated according to the destination, the delivery method selected and the total value of the order. These costs are communicated to the Customer before the purchase is completed.
Prices, promotions and availability may be changed without notice. Each order is subject to the price and conditions displayed to and accepted by the Customer at the time of purchase.
Should a manifestly incorrect price be published as a result of a clerical or technical error, ROSS will inform the Customer before the order is fulfilled. The Customer may either confirm the purchase at the correct price or request cancellation of the order and a refund of any sums already paid.
3. Promotions, discount codes and welcome discount
Promotional codes and discounts made available by ROSS are subject to the conditions specifically stated for each promotion.
In particular, unless otherwise expressly communicated by ROSS, the welcome discount code cannot be combined with other current promotions, offers or discount codes and cannot be applied to products already on sale or otherwise already reduced in price.
Where more than one promotion applies at the same time, the Customer may benefit only from those that ROSS has expressly declared combinable.
For specific promotions, ROSS reserves the right to set different conditions of use, which will be communicated to the Customer via the website, the related promotional communication or the conditions attached to the code.
4. Delivery of products
ROSS delivers the products to the address provided by the Customer during the checkout process, in Italy and in the other Member States of the European Union that can be selected on the checkout page.
The Customer is responsible for ensuring that the address, the name shown on the doorbell and any other details required for delivery are correct and complete.
The preparation and delivery times shown on the website are indicative and are estimated on the basis of normal order processing and the times communicated by the carriers. For deliveries outside Italy, the estimated delivery time is 2-4 working days. In any event, unless otherwise agreed, ROSS delivers the products within 30 days of the conclusion of the contract.
Unless otherwise stated, and save in the event of subsequent unavailability, periods of high order volumes or force majeure, ROSS generally hands the goods over to the courier within 24 working hours of order confirmation.
Couriers may not call ahead and, unless specific additional services are available, do not guarantee delivery on the days or at the times requested by the recipient.
The risk of loss of or damage to the products passes to a Customer who is a consumer when the Customer, or a third party indicated by the Customer other than the carrier, acquires physical possession of the products.
The Customer is advised to check the outside of the parcel on delivery. If there is visible damage or there are signs of opening, crushing or tampering, it is advisable to accept the delivery subject to a specific reservation describing the damage found, and to photograph the parcel. This advice does not limit the consumer's statutory rights.
5. Delays and force majeure
ROSS is not liable for delays or impediments due to events beyond its reasonable control, such as natural disasters, fires, floods, strikes, suspension of transport services, measures taken by public authorities, disruption of IT or logistics services and other force majeure events.
In such circumstances, ROSS will inform the Customer as soon as possible and take reasonable steps to minimise the inconvenience.
Should fulfilment of the order become permanently impossible, the Customer will be entitled to a refund of the sums paid for the products not delivered.
6. Returns, exchanges and refunds
6.1 Right of withdrawal
A Customer acting as a consumer may withdraw from the purchase contract, without giving any reason and without penalty, within 14 calendar days of the day on which they, or a third party other than the carrier and indicated by them, take physical possession of the products.
Where an order consists of several products delivered separately, the period runs from the day on which the Customer takes physical possession of the last product.
A consumer is any natural person who makes a purchase for purposes outside their trade, business, craft or profession.
The right of withdrawal granted to consumers does not apply to purchases made by persons acting in the course of their professional or business activity.
6.2 How to withdraw
To exercise the right of withdrawal, the Customer informs ROSS of their decision by an unequivocal statement sent before the period stated in 6.1 expires. This can be done in any of the following ways:
- by email to info@rossmanstore.it;
- by post to ROSS di Rossiello Luca, Via Repubblica Italiana 27, 70032 Bitonto (BA), Italy;
- using the model withdrawal form in 6.13, which the Customer may use but which is not obligatory.
To meet the withdrawal deadline, it is sufficient to send the communication before the period has expired. The Customer is not required to give any reason for withdrawing; any request for the reason is made solely for organisational purposes and to improve the service.
To help us handle the request quickly, it is useful to state the Customer's name, the order number, the products to be returned, the date of receipt and contact details; stating a preference for a refund, an exchange or a voucher is optional.
ROSS will provide practical instructions for the return. This communication is for organisational purposes and does not constitute a discretionary authorisation to exercise the right of withdrawal.
6.3 Deadline for returning the products
After giving notice of withdrawal, the Customer must return or send back the products within 14 days of the date of the notice.
The deadline is met if the products are handed over to the carrier before it expires. The Customer is advised to keep the proof of postage and the related tracking number until the procedure has been completed.
6.4 Condition of returned products
The Customer may examine and try on the product only to the extent necessary to establish its nature, characteristics, fit and functioning, taking the same care as they would in a physical shop.
Products must be returned:
- clean and intact;
- not used beyond what is necessary to try them on;
- free from stains, odours, alterations or signs of wear;
- complete with labels, accessories, components and documentation;
- where possible, in their original packaging;
- suitably protected by outer packaging.
Footwear must be tried on on a clean surface. The upper, the interior and the soles must show no wear, dirt, scuffs or other signs inconsistent with a normal try-on.
The shoebox is an integral part of the product's presentation and must not be used directly as shipping packaging. No adhesive tape, writing or courier labels may be applied to the original box.
The absence of, or damage to, the original packaging does not automatically result in loss of the right of withdrawal. ROSS may, however, assess any diminished value of the product resulting from handling other than that necessary to establish its nature, characteristics and functioning.
Should a diminished value attributable to the Customer be found, the refund may be reduced in proportion to the loss of value established. ROSS will inform the Customer of the condition found and of any reduction applied.
6.5 Return methods and costs
Unless otherwise provided by a specific promotion or written agreement, the Customer may return the products in one of the following ways:
a) In store, free of charge, by handing the products over at the ROSS shop, Via Repubblica Italiana 27, 70032 Bitonto (BA), Italy, within the period stated in 6.3 and quoting the order number;
b) With a carrier of the Customer's choice, arranged and paid for by the Customer, who is responsible for the shipment until it is delivered to ROSS di Rossiello Luca, Via Repubblica Italiana 27, 70032 Bitonto (BA), Italy. A tracked service and suitable packaging are recommended;
c) With a return label provided by ROSS on request, available for returns shipped from Italy. The cost of the label is communicated to the Customer before it is issued and deducted from the amount refunded.
In cases b) and c), the direct cost of returning the products is borne by the Customer. For returns from a country other than Italy, methods a) and b) are available; the cost of the return shipment depends on the carrier chosen by the Customer and on the country of dispatch.
Where the return is due to an error by ROSS, the dispatch of a product other than the one ordered or a lack of conformity, the costs necessary for the return will not be charged to the consumer.
6.6 Refund
Where the right of withdrawal has been validly exercised, ROSS will reimburse all payments received for the returned products, including the costs of delivery, with the exception of the supplementary costs resulting from the Customer's choice of a type of delivery other than the least expensive type of standard delivery offered by ROSS.
The refund will be made without undue delay and in any event within 14 days of the date on which ROSS was informed of the Customer's decision to withdraw.
ROSS may withhold the refund until it has received the products or until the Customer has supplied evidence of having sent them back, whichever is earlier.
The refund will be made using the same means of payment used for the purchase, unless the Customer has expressly agreed to a different method; in any event, the Customer will not incur any fees as a result of the refund.
The time it takes for the amount to appear in the Customer's account may depend on the bank, the payment network or the service provider used.
6.7 Voucher
As an alternative to a refund to the original payment method, the Customer may voluntarily choose to receive a voucher.
The voucher is not imposed by ROSS and is issued solely at the Customer's request or with their express acceptance.
Before it is issued, the Customer will be informed of the voucher's value, validity period, expiry date and terms of use.
6.8 Size exchange or product exchange
Exchanging a product for a different size or for another product is a commercial service offered by ROSS, subject to item availability.
Requests must be sent to info@rossmanstore.it, stating the order number, the product to be returned and the new size or new item required.
ROSS cannot guarantee that the requested size or product will remain available until the return has been received and checked.
Except in the case of an error by ROSS or a non-conforming product, the costs of the return and of any new shipment may be charged to the Customer, subject to prior notice.
Where an exchange is not available, the Customer may choose, subject to the applicable conditions, between a refund and a voucher.
6.9 Defective, damaged or non-conforming products: legal guarantee of conformity
All products sold by ROSS are covered by the legal guarantee of conformity provided for by the Italian Consumer Code (Codice del Consumo, Article 128 et seq.) and by Directive (EU) 2019/771. ROSS is liable to the consumer for any lack of conformity which exists at the time of delivery and which becomes apparent within two years of delivery. Unless proved otherwise, any lack of conformity which becomes apparent within one year of delivery is presumed to have existed at the time of delivery.
Where there is a lack of conformity, the consumer is entitled, free of charge, to have the goods brought into conformity by repair or replacement or, in the cases provided for by law, to a proportionate reduction in price or to termination of the contract. The shipping costs needed to bring the goods into conformity or to return the non-conforming product are borne by ROSS. The legal guarantee does not depend on, and is not limited by, any commercial guarantee.
The minimum period of two years is the one laid down by European Union law: the law of the country in which the consumer resides may provide for a longer period. The main guarantee rights are summarised in the European Union harmonised notice on the legal guarantee of conformity, also available on the «Your Europe» portal: europa.eu/youreurope/guarantees.
Claims concerning products that are defective, damaged, different from those ordered or otherwise non-conforming are separate from the right of withdrawal for change of mind. The Customer is asked to report the problem as soon as possible to info@rossmanstore.it, stating:
- the order number;
- a description of the problem;
- photographs of the product and its labels;
- photographs of the packaging, where relevant;
- the remedy requested.
Sending photographs promptly makes it easier to handle the request, but does not limit the rights granted to the consumer under the legal guarantee.
6.10 Failure to collect or refusal of delivery
Failure to collect the shipment, the recipient's repeated absence or refusal of the parcel on delivery do not in themselves constitute a valid notice of withdrawal, nor do they automatically constitute a complaint regarding the conformity of the product.
A Customer who wishes to withdraw must expressly notify ROSS of their decision in one of the ways set out in 6.2.
Should the shipment be returned to ROSS because it was not collected, the storage period expired, the recipient could not be found, the address provided by the Customer was incorrect or incomplete, or delivery was refused without justification, ROSS may ask the Customer to reimburse the costs actually incurred and directly related to the failed delivery.
These costs may include outbound shipping, storage and return of the goods to the sender. The amounts will be communicated to the Customer and, to the extent permitted by applicable law, may be deducted from the sums to be refunded. This is without prejudice to the refund due, including the cost of standard delivery, if the Customer exercises the right of withdrawal as set out in 6.2.
No costs will be charged where the refusal or failed delivery is justified by obvious damage to or tampering with the parcel, an error attributable to ROSS, the dispatch of products other than those ordered or any other circumstance not attributable to the Customer.
Refusal of the parcel does not in itself prove that the product it contains is defective or non-conforming.
6.11 Inspection of returned products
On receipt of the return, ROSS will check its contents, identity and condition.
Should the returned product be unidentifiable, not match the item purchased or be in a condition different from that declared, ROSS will contact the Customer to communicate the outcome of the inspection and agree how the goods are to be handled.
Should the product have to be sent back to the Customer, the related costs may be charged to them, subject to prior notice.
ROSS will not destroy or take definitive ownership of the product without first informing the Customer and allowing a reasonable period for them to give instructions or arrange collection.
6.12 Products excluded from the right of withdrawal
The right of withdrawal does not apply in the cases expressly provided for by applicable law, including, where applicable:
- products made to measure or clearly personalised;
- sealed products that are not suitable for return for reasons of hygiene or health protection, if they have been unsealed after delivery;
- other products for which the law expressly excludes the right of withdrawal.
The exclusion will apply only where the relevant conditions are actually met and the Customer has been informed of it before the purchase.
6.13 Model instructions on withdrawal and model withdrawal form
Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods; in the case of multiple goods ordered by you in one order and delivered separately, after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.
To exercise the right of withdrawal, you must inform us (ROSS di Rossiello Luca, Via Repubblica Italiana 27, 70032 Bitonto (BA), Italy, telephone +39 080 219 9828, email info@rossmanstore.it) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or email). You may use the attached model withdrawal form, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us, at the address given above, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)
- To ROSS di Rossiello Luca, Via Repubblica Italiana 27, 70032 Bitonto (BA), Italy, email info@rossmanstore.it:
- I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
- Ordered on (*)/received on (*),
- Name of consumer(s),
- Address of consumer(s),
- Signature of consumer(s) (only if this form is notified on paper),
- Date
(*) Delete as appropriate.
7. Tax details and information provided by the Customer
The Customer is responsible for the accuracy and completeness of the personal, tax and billing details entered during the purchase.
ROSS is not liable for errors in tax documents where these result solely from inaccurate, incomplete or out-of-date details provided by the Customer, without prejudice to the obligations to correct such documents laid down by applicable law.
Any requests for changes must be communicated promptly and can be granted only to the extent permitted by tax law and by the issuing status of the relevant documents.
8. Governing law and jurisdiction
Contracts concluded with ROSS are governed by Italian law. If the Customer is a consumer habitually resident in another country, this choice of law does not deprive the consumer of the protection afforded by the provisions of the law of that country which cannot be derogated from by agreement (Article 6(2) of Regulation (EC) No 593/2008, «Rome I»).
If the Customer is a consumer domiciled in a Member State of the European Union, the consumer may bring proceedings relating to the contract either in the courts of the Member State in which the consumer is domiciled or in the Italian courts; ROSS may bring proceedings against the consumer only in the courts of the Member State in which the consumer is domiciled (Regulation (EU) No 1215/2012). For consumers resident or domiciled in Italy, the court of the consumer's place of residence or domicile has mandatory jurisdiction (Article 66-bis of the Italian Consumer Code). Any further mandatory rights granted by applicable law remain unaffected.
For Customers who are not consumers, unless otherwise required by mandatory provisions of law, the Court of Bari has exclusive jurisdiction.
9. Seller and contact details
The seller is:
- ROSS di Rossiello Luca, sole proprietorship (impresa individuale), owner Luca Rossiello
- Registered office and shop: Via Repubblica Italiana 27, 70032 Bitonto (BA), Italy
- Italian VAT number (Partita IVA): 07722190720
- Registered with the Bari Register of Companies, Economic and Administrative Index (REA) number: BA-578125
- Certified email (PEC): rossielloluca@pec.it
- Telephone: +39 080 219 9828
- Email: info@rossmanstore.it
For enquiries about orders, deliveries, returns, exchanges, refunds and non-conforming products, please write to info@rossmanstore.it. To allow requests to be handled more quickly, the Customer is asked to state the order number and the type of request in the subject line.
10. Mandatory rights
These Terms and Conditions do not limit the mandatory rights granted to consumers by the Italian Consumer Code (Codice del Consumo), by applicable European legislation and by the law of the country in which the consumer is habitually resident. Should any provision of these Terms and Conditions be incompatible with a mandatory rule of law, the provision laid down by law will apply.
11. Language of the contract
The contract can be concluded in Italian, English or German, in the language of the website in which the Customer submits the order. The versions of these Terms and Conditions in the different languages have the same content; the version in the language in which the contract was concluded is authoritative. In case of doubt about the meaning of a term, the interpretation most favourable to the consumer prevails.
Customer service replies in Italian and English.
12. Complaints and dispute resolution
Complaints can be sent to info@rossmanstore.it or by post to the address given in section 9.
ROSS is neither obliged nor committed to take part in alternative dispute resolution proceedings before an ADR entity.
The European Online Dispute Resolution (ODR) platform was discontinued on 20 July 2025 (Regulation (EU) 2024/3228) and is no longer available.