Return and Refund Policy

GASPA MACCHINE guarantees all buyers the possibility to request a return for a machine within 14 calendar days from the confirmed date of receipt of the goods, without the need to provide any specific reason for exercising this right. This term is established in accordance with Legislative Decree 206/2005 (Consumer Code), which implements EU Directive 2011/83/EU on consumer rights in distance contracts.

The date of receipt of the goods is evidenced by the signature on the transport document, the collection receipt issued by the courier, or written confirmation of delivery acceptance by the customer. In the event of partial delivery of an order consisting of multiple items, the 14-day period begins from the date of receipt of the last item included in the order.

The 14-day count begins the day after the physical receipt of the machine. Therefore, if the machine is received on day 1, the first day for counting is day 2, and the last day to initiate the return procedure is day 15. To comply with the deadline, it is sufficient to send the written return communication by this date; it is not necessary for the machine to have already been shipped back.

In accordance with Art. 59 of Legislative Decree 206/2005, the right of withdrawal does not apply in the following specific cases, which may concern some of the equipment sold by GASPA MACCHINE:

• Machines assembled, customized, or modified upon specific request of the customer, which cannot be resold in their current form.
• Equipment whose protective seal is opened after delivery and which, for hygiene or safety reasons, cannot be returned.
• Goods which, by their nature, are inseparably mixed with other goods after delivery.
• Purchases made by companies or professionals acting within the scope of their commercial, industrial, artisanal, or professional activity (B2B buyers), to whom the withdrawal rules provided for private consumers do not apply.

GASPA MACCHINE manages machine exchanges selectively and on a case-by-case basis, considering the special nature of the goods handled: these are high-value agricultural and construction machinery, often unique in terms of model, year of production, working hours, and operating conditions. There is no standardized catalog that allows for automatic exchanges.

• Machine received defective or not as described: if the delivered machine presents conformity defects compared to what was indicated in the sales advertisement, the customer has the right to request, as a priority, a replacement with another machine of equivalent type and value, where available in our inventory.
• Incorrect machine delivered: in the event of an error in order fulfillment on our part, we will arrange for the collection of the incorrect machine and the delivery of the correct one at no additional cost to the customer.
• Discretionary exchange for customer preference: if the customer simply changes their mind and desires a different machine, GASPA MACCHINE will evaluate the exchange request within the 14-day window, provided that the original machine is returned in its original condition and an appropriate alternative model is available in inventory. In this case, any price differences may apply.

• If the original machine has been put into use, modified, or shows damage caused by the customer.
• If an equivalent replacement machine does not exist in inventory.
• If the request is submitted after the expiration of the 14-day return period, unless the defect falls under legal warranty rights (see the Warranty Policy).

To request an exchange, please contact our customer service at info@gaspa-macchine.com describing the situation in detail, the reason for the request and, where applicable, attaching photographic documentation of the machine's condition.

GASPA MACCHINE does not apply any restocking fees on authorized returns. This means that the refund you receive, net of any return shipping costs that remain the responsibility of the customer (see Section 5), will correspond fully to the purchase price of the machine. There are no percentage deductions, fixed administrative costs, or reprocessing fees that reduce the refunded amount.

The only possible reduction in the refunded amount – which does not constitute a restocking fee but a depreciation of the asset – occurs when the machine is returned in visibly worse condition than when it was delivered, due to use that goes beyond normal product verification (Art. 57, paragraph 2, Legislative Decree 206/2005). In such cases, GASPA MACCHINE reserves the right to deduct from the refund an amount proportional to the decrease in value suffered by the machine, communicating the reason and the extent of the deduction to the customer in writing before proceeding.

For a return to be accepted and the refund to be issued, the following conditions must be met. These conditions apply to returns made due to customer change of mind (within 14 days). Returns for conformity defects, transport damage, or delivery errors follow different and more favorable rules for the customer, described in the specific sections.

• Request within 14 days: the written return request must reach GASPA MACCHINE within 14 days from the date of receipt of the machine by the customer.
• Prior authorization: the return must have been previously authorized by GASPA MACCHINE through the issuance of an RMA (Return Merchandise Authorization) number. Unauthorized returns are not accepted.
• Original condition of the machine: the machine must be returned in the same condition in which it was delivered, i.e., without additional damage caused by the buyer, without modifications, without disassembly of components, and without signs of use that go beyond normal visual inspection.
• Complete documentation: the return must include all original documentation delivered with the machine: technical manuals, certificates of conformity, use and maintenance booklets, any pre-delivery inspection sheets, and any other documents attached at the time of sale.
• Accessories and components: all accessories, keys, cables, manuals, and any tool kits delivered with the machine must be included in the return.
• Adequate packaging: the machine must be packaged and protected to avoid damage during return transport. The customer is responsible for damage caused by inadequate packaging.
• Original order number: the original purchase order number must be clearly indicated to allow the return to be associated with the corresponding order in our system.

• Machine put into use for productive, commercial, or work activities beyond simple verification.
• Machine modified, repainted, with replaced parts, or with unauthorized technical interventions.
• Visible damage caused by negligence, accident, improper use, or lack of maintenance by the customer.
• Original technical documents missing or deteriorated.
• Request submitted after the expiration of the 14-day period, unless applicable legal warranty rights apply.
• Machines ordered to measure or with customized technical specifications at the customer's request.

Shipping costs for returning the machine vary based on the reason for the return. Below is a clear and transparent explanation of the cost allocation applicable to each case.

In the event of withdrawal due to customer change of mind, the return costs are borne by the buyer, as provided for by Art. 57, paragraph 1, of the Legislative Decree. 206/2005. Since the machines sold by GASPA MACCHINE are heavy and large machinery (tractors, mini-excavators, road rollers, telehandlers), return transport costs can be significant and vary based on:

• The weight and dimensions of the machine.
• The country from which the return is made and the distance from our headquarters in Sassari.
• The type of transport required (flatbed transport, specialized transport, etc.).

Before initiating the return, the customer must contact us to receive an estimate of the transport costs. Alternatively, the customer can independently organize the return transport, at their own care and expense, using a carrier of their choice. In this case, the customer is responsible for adequate insurance of the cargo during transport.

In cases where return costs are borne by us (defects, errors, or transport damage), we will directly organize the collection of the machine by coordinating with a specialized carrier. The customer will be contacted to agree on the date and methods of collection. It is not necessary for the customer to independently organize the return shipment in these cases.

Initiating a return at GASPA MACCHINE is a structured and transparent process. Each phase is described in detail below, so that the customer knows exactly what to do, what to expect, and within what timeframe they will receive a response.

To speed up the process, we ask you to include the following information in your email:

• Order number (found in the order confirmation received via email).
• First and last name of the buyer.
• Model and brand of the machine to be returned.
• Reason for return (change of mind, defect, incorrect goods, etc.).
• Photographs of the machine in its current state (at least 4 photos from different angles).
• Collection address for the machine, if different from the original delivery address.
• IBAN or preferred payment method for the refund, if different from the original one.

Given the type of goods sold by GASPA MACCHINE – agricultural and construction machinery of considerable weight and size – the physical return methods differ significantly from those of an ordinary consumer product. The available options are described below.

In cases where return transport costs are borne by GASPA MACCHINE (return for defects, incorrect goods, or transport damage), we directly organize the collection of the machine at the original delivery address or another agreed address. The customer will receive information via email about the appointed carrier, the expected collection date, and a tracking number.

In cases of voluntary withdrawal (customer change of mind), the customer is responsible for organizing and paying for the return shipment. In this case:

• The customer must use a carrier specialized in the transport of heavy machinery, capable of handling the weight and dimensions of the asset.
• The machine must be insured against damage during transport for a value at least equal to the purchase price.
• The RMA number must be clearly indicated on the packaging or transport document to allow for correct identification of the return at our warehouse.
• The customer must provide GASPA MACCHINE with the shipment tracking number within 24 hours of delivery to the courier.

In special cases and by prior written agreement with our team, it is possible to return the machine directly to our warehouse at Z.I. Predda Niedda Strada 30, 07100 Sassari (SS), Italy. This option is available by reservation only and is not accessible without prior authorization. Customers wishing to use this option must agree on a date and time via email to info@gaspa-macchine.com at least 48 hours in advance.

GASPA MACCHINE is committed to processing refunds quickly and transparently. The refund is initiated after the receipt and inspection of the returned machine. The complete timeline, from receipt of the machine to credit to the customer's account, is described below.

• Receipt of the machine GASPA MACCHINE receives the machine at its warehouse and records its arrival in the system with a tracking number and certified receipt date.
• Technical inspection: within 3 business days Our technical team performs a complete inspection of the machine to verify its condition, the presence of all documents and components, and compliance with the return conditions declared by the customer.
• Communication of the outcome: within 5 business days The customer receives communication of the inspection outcome via email: if approved, the refund amount will be confirmed; if problems are found, a detailed communication will be sent with the reason and any proposed deductions.
• Refund processing: within 14 business days Once the return is approved, the refund is processed within 14 business days from the approval date. The refund is made using the same payment method used for the original purchase.
• Credit to the customer's account Depending on the payment method, the actual credit may require an additional 3–10 business banking days, independent of our operations and subject to the processing times of the banking institution or payment provider.

The refund is made using the same payment method used for the purchase, unless otherwise agreed in writing between the parties:

• Bank transfer (SEPA): for payments originally made via bank transfer. The customer must provide their IBAN in the return request.
• Credit or debit card: the refund is credited to the same card used for the purchase, within the technical times of the payment circuit (generally 5–10 business banking days from our processing).
• PayPal or other online payment systems: the refund is credited to the PayPal account or electronic wallet used for the purchase, within the times provided by the platform.

In order to ensure a fair and transparent return process, the customer has specific responsibilities that they are required to respect. These responsibilities are established in accordance with current legislation and do not limit the legal rights of the consumer.

• Adequate custody: the customer is responsible for the custody of the machine from receipt until its return. The machine must be stored in a way that avoids deterioration beyond the normal handling necessary to verify its characteristics.
• Use limited to verification: the customer may operate the machine exclusively to verify its functional characteristics, exactly as would be possible in a physical purchase context. Any use for productive or commercial purposes before deciding whether to return it is considered actual use.
• Timely reporting of transport damage: any visible damage to the packaging or the machine at the time of receipt must be reported immediately to the courier, noted on the delivery document, and communicated to GASPA MACCHINE within 48 hours of delivery, accompanied by photographs.

• Secure packaging: the customer is responsible for the adequate packaging of the machine for return transport. Damage caused by insufficient packaging will be charged to the customer.
• Cargo insurance: in returns at the customer's expense, it is the latter's responsibility to adequately insure the machine during return transport.
• Inclusion of all documentation: the customer is responsible for including all documents, accessories, and components originally delivered in the return.
• Tracking communication: the customer must promptly communicate the return shipment tracking number to GASPA MACCHINE.

• Accuracy of information: the customer is responsible for the truthfulness and completeness of the information provided in the return request. False or misleading statements may result in the rejection of the return and, in the most serious cases, legal action.
• Response to communications: the customer is required to respond to GASPA MACCHINE's communications within the indicated terms. Failure to respond may result in delays in processing the return or refund.

GASPA MACCHINE is committed to managing every return procedure with professionalism, transparency, and in full respect of consumer rights. The responsibilities we assume as a seller are listed below.

• Timely response: we undertake to respond to every return request within 2 business days of receiving the customer's written communication.
• Issuance of the RMA number: after the initial verification of the request, we issue the RMA (Return Merchandise Authorization) number necessary to formally authorize the return.
• Accurate and documented inspection: every returned machine is inspected by our technical team with a documented process. The customer receives written communication of the inspection outcome.
• Refund within legal terms: we guarantee a full refund of the machine price within 14 business days of return approval, in full compliance with the Legislative Decree. 206/2005.
• Transparency on deductions: if, following the inspection, we find a reduction in the value of the machine caused by inappropriate use, we communicate the reason and the amount of the deduction to the customer in writing before proceeding with the partial refund. The customer has the right to contest such an assessment.
• Refund of original shipping costs: in cases of return for defects, incorrect goods, or transport damage, we fully refund the original shipping costs paid by the customer, including any import customs duties if applicable.
• Collection organization: in cases where return costs are borne by us, we organize the collection of the machine directly, without the customer having to do anything other than making the machine available at the agreed address.
• Respect for privacy: personal data provided by the customer during the return procedure are processed in accordance with our Privacy Policy and the GDPR (EU Reg. 2016/679).

All machine returns must be addressed to our main warehouse located at the following address. It is mandatory to indicate the RMA number on the packaging or transport document in order to ensure correct identification and acceptance of the return.

• The RMA number must be indicated clearly and legibly on the outer packaging or transport document, to avoid rejection upon receipt.
• No machine will be accepted without a valid RMA number previously issued by GASPA MACCHINE.
• Machines that arrive without an RMA number or unannounced will be rejected and returned to the sender at the latter's expense.
• For international returns from non-EU countries (Switzerland), it is necessary to indicate in the customs documentation that it is a return shipment in order to avoid the application of import customs duties.
• To coordinate the arrival of large machines, it is recommended to notify our office via email at least 48 hours before delivery, to ensure the availability of adequate personnel and equipment for unloading.

GASPA MACCHINE treats cases where the delivered machine is damaged, defective, different from what was ordered, or when components or documents indicated in the sales advertisement are missing with the highest priority. In all these cases, return and replacement costs are entirely borne by GASPA MACCHINE and the customer does not have to bear any additional costs.

If the machine shows visible damage at the time of receipt, the customer must:

• Report the damage immediately to the courier and have a note placed on the delivery document before signing for receipt.
• Photograph the damage on the outer packaging and on the machine before removing any packaging.
• Send the photographs and the order number to info@gaspa-macchine.com within 48 hours of delivery.
• Keep the original packaging until the case is resolved, as it may be necessary for the insurance claim with the courier.

GASPA MACCHINE will immediately initiate the claim with the courier and organize the collection of the damaged machine and the delivery of a replacement, or a full refund, at the customer's choice.

If the machine presents a functional or conformity defect, the customer has the right to request, at their choice:

• Free repair of the defect by GASPA MACCHINE.
• Replacement with an equivalent machine, if available in inventory.
• A proportional price reduction, if neither repair nor replacement is possible or is refused by the customer for legitimate reasons.
• Termination of the contract with a full refund, if the defect is serious and cannot be adequately resolved with the previous options.

For more details on warranty rights, please refer to our Warranty Policy.

If a machine different from the one ordered is received (wrong model, wrong brand, technical specifications different from those described in the advertisement), the customer must contact info@gaspa-macchine.com within 5 business days of delivery, attaching photographs of the machine received and the reference to the original order. GASPA MACCHINE will organize the collection of the incorrect machine and the delivery of the correct one, or, if the correct machine is no longer available, a full refund including original shipping costs.

If the delivered machine is missing components, accessories, keys, manuals, or documents indicated in the sales advertisement or order confirmation, the customer must communicate this via email within 5 business days of delivery. GASPA MACCHINE will send the missing components at its own expense, or, if not available, will propose adequate economic compensation agreed with the customer.

GASPA MACCHINE takes cases of shipments lost during transport very seriously. Although loss events are extremely rare in the transport of heavy machinery – given that they are tracked with GPS systems and advanced tracking systems by specialized carriers – in the event of confirmed loss, the buyer will not suffer any economic loss.

• If the machine is not delivered within the estimated arrival date communicated at the time of shipment, contact GASPA MACCHINE immediately at info@gaspa-macchine.com indicating the order number and tracking number.
• GASPA MACCHINE will open a formal investigation with the carrier responsible for transport within 24 working hours.
• The customer will be updated on the progress of the investigation with regular communications every 2 working days.
• If the carrier confirms the loss or if the machine is not located within 15 working days of opening the investigation, GASPA MACCHINE will initiate a full refund or the shipment of a replacement machine with equal characteristics, at the customer's choice.

The customer may request the cancellation of an order at any time before the machine is shipped, as well as within the withdrawal periods provided by law after receipt. The procedure and consequences vary based on the progress stage of the order at the time of the request.

If the cancellation request is received before the machine has been delivered to the carrier for shipment, GASPA MACCHINE will cancel the order without any penalty and will fully refund the amount paid within 14 working days. To request cancellation, send an e-mail to info@gaspa-macchine.com with the subject "ORDER CANCELLATION – [order number]" as soon as possible, as machines are prepared for shipment quickly.

If the cancellation request is received after the machine has already been delivered to the carrier, the order can no longer be cancelled in the strict sense. In this case, the customer must:

• Wait for receipt of the machine.
• Initiate the return procedure within 14 days of receipt, as described in this policy.

In this scenario, the costs of returning the machine will be borne by the customer, as it constitutes a voluntary post-delivery withdrawal.

Orders for customized machines or machines configured at the customer's specific request cannot be cancelled free of charge once the processing or customization process has begun. In these cases, GASPA MACCHINE reserves the right to charge the customer for costs already incurred for customization, communicating the amount in writing before proceeding with any charge.

Private consumers resident in the European Union have the legal right to withdraw from the contract within 14 days of the conclusion of the contract itself (if the machine has not yet been delivered) or from receipt of the machine, pursuant to EU Directive 2011/83/EU and Legislative Decree. 206/2005. This right is exercised by sending a written communication to info@gaspa-macchine.com. The customer may use the standard withdrawal form attached in the appendix or any other unequivocal written statement.

In the event of a return organized by the customer, GASPA MACCHINE is not responsible for the loss or damage of the machine during return transport, until the machine is physically received and signed for at our warehouse. However, we take every possible measure to support the customer in resolving such situations.

• The customer must provide GASPA MACCHINE with proof of shipment: carrier receipt, tracking number and, if available, a copy of the cargo insurance.
• GASPA MACCHINE will carry out internal investigations to verify if the machine is actually awaiting processing in its warehouse without having been registered in the system yet.
• If the investigations reveal that the machine never reached our warehouse, the customer must open a claim directly with the carrier chosen by them for the return shipment.
• GASPA MACCHINE will provide all documentation in its possession to support the customer's case with the carrier.

To avoid unpleasant inconveniences, it is recommended that the customer:

• Use a carrier that provides adequate insurance coverage for the value of the machine.
• Keep all shipping documents (receipt, tracking, insurance policy) until confirmation of receipt by us.
• Communicate the tracking number to GASPA MACCHINE immediately after delivery to the carrier.

Despite our commitment to processing refunds within the indicated terms, we understand that situations may occur where the customer does not receive the refund in the expected time. The procedure to follow and the possible causes of delays are described below.

• Check your bank statement or PayPal account balance Before contacting us, verify that the refund has not already been credited. Sometimes bank processing delays the actual availability of funds by 2–5 working days compared to the date the payment was processed by us.
• Contact your bank or payment provider If the refund has still not been credited 10 banking working days after our processing communication, contact your bank or PayPal customer service/payment provider, as the delay could be due to internal procedures of the receiving institution.
• Contact GASPA MACCHINE If after checking the refund has still not been received, send an e-mail to info@gaspa-macchine.com with the subject "REFUND NOT RECEIVED – [order number]". We will provide written confirmation of the date and amount processed, together with the bank transfer receipt or the refund transaction reference.

• International banking times: SEPA transfers to foreign countries (e.g. Germany, France, Netherlands) can take 3–5 banking working days; those to Switzerland (non-SEPA) can take up to 5–7 working days.
• Credit card refunds: credit circuits (Visa, Mastercard) process refunds within 5–10 banking working days from our processing.
• Incorrect bank details: if the refund via bank transfer is returned due to an incorrect IBAN provided by the customer, the same will be requested again via e-mail to allow the re-sending of the payment.

GASPA MACCHINE does not accept and cannot process returns that have not been previously authorized through the issuance of an official RMA number. This policy is necessary to ensure correct logistical management, traceability of returns, and protection for both the customer and the seller.

If a machine is sent to GASPA MACCHINE without a valid RMA number or without prior written authorization:

• The machine will not be accepted upon receipt and will be refused by the warehouse staff.
• The machine will be sent back to the sender at the sender's expense.
• GASPA MACCHINE will not be responsible for any damage suffered by the machine during unauthorized return transport.
• The customer will not be entitled to a refund for an unauthorized return.

To ensure that your return is accepted and processed correctly, it is essential to follow the procedure described in Section 6 ("How to Initiate a Return") and wait for the issuance of the RMA number before proceeding with the shipment of the machine. The authorization process takes a maximum of 2 working days and is completely free. In case of urgency, you can contact us by phone at +39 377 390 1146 during office hours (Mon–Sat, 09:00–18:00 CET).

GASPA MACCHINE has implemented this return policy to protect honest customers and ensure fair service to all buyers. For this reason, we monitor return requests to identify and prevent abusive behavior that could damage the integrity of our service.

• Serial returns: requesting the return of multiple machines repeatedly without legitimate reasons, showing a pattern of temporary use with subsequent return.
• False declaration of defects: declaring non-existent defects or damage to obtain a return that would otherwise not be eligible.
• Masked commercial use: purchasing machines for actual work use and subsequently requesting a return as if it were a private consumer purchase.
• Component replacement: returning a machine after replacing original components with lower quality or used parts.
• Intentional damage to force a return: intentionally causing damage to the machine to then claim a return for defect.

In the event of established abuse of the return policy, GASPA MACCHINE reserves the right to:

• Refuse the return request and reject the machine back to the sender.
• Exclude the customer from the possibility of making further purchases on the gaspa-macchine.com site.
• Request compensation for damages suffered, including inspection, logistics, and machine depreciation costs.
• Initiate appropriate legal procedures in case of fraud or false declaration.

GASPA MACCHINE takes active measures to protect both its customers and its business from fraud, attempted scams, and malicious behavior that could jeopardize the security of transactions and the quality of the service offered to all buyers.

• Customer identity verification: every return request is verified in relation to the original order data. Requests coming from persons other than the original buyer are not accepted without written authorization.
• Photographic documentation of pre-shipment inspection: every machine is photographed before shipment. These photographs constitute proof of the state of the machine at departure and are used for comparison in case of disputes upon return.
• Serial numbers and unique identifiers: every machine has a unique serial number that allows verifying that the returned machine corresponds exactly to the one originally shipped.
• Payment data verification: the refund is issued exclusively through the original payment method or to a verified current account in the name of the buyer, to prevent payment fraud and embezzlement.

All personal data collected during the return procedure (name, address, IBAN, photographs) are processed exclusively for the management of the return and in compliance with EU Regulation 2016/679 (GDPR) and Legislative Decree 196/2003 (Privacy Code), as amended by Legislative Decree. 101/2018. Data is never shared with third parties for commercial purposes. For further information on the processing of personal data, please refer to our Privacy Policy.

If a customer believes they are a victim of fraud in relation to an order on gaspa-macchine.com (for example, receipt of unauthorized payment requests, suspicious communications posing as GASPA MACCHINE, etc.), they are invited to contact us immediately at info@gaspa-macchine.com and report the incident to the Italian Postal Police (www.commissariatodips.it) or the competent authorities of their country of residence.

This return and refund policy is issued by:

• Legislative Decree 206/2005 – Italian Consumer Code, with particular reference to Arts. 45–67 on distance contracts and the right of withdrawal.
• Legislative Decree 170/2021 – Transposition of EU Directive 2019/771 on the sale of goods and legal guarantee of conformity.
• EU Directive 2011/83/EU – Directive on consumer rights, transposed in Italy with Legislative Decree. 21/2014.
• EU Regulation 2016/679 (GDPR) – Protection of personal data.
• EU Directive 2019/771 – On the sale of consumer goods.
• Specific regulations of the destination countries indicated in Section 11 of the Warranty Policy.

GASPA MACCHINE reserves the right to update, modify or supplement this Return and Refund Policy at any time, in order to adapt it to regulatory changes, legislative updates in the shipping countries, new provisions of the European Commission on consumer protection, or changes in our operating procedures.

• Changes are published on this page with the update of the "Last updated" date at the top of the page.
• For substantial changes that significantly impact customer rights, GASPA MACCHINE undertakes to notify the changes via a visible notice on the site's homepage at least 30 days in advance of entry into force.
• Customers who provided their e-mail address at the time of purchase may receive notification of significant changes directly in their inbox.

The version of the return policy applicable to a given order is the one in force at the time of the conclusion of the purchase contract, i.e., on the date of order confirmation. Subsequent changes do not apply retroactively to orders already concluded, unless the changes are introduced in favor of the consumer or are imposed by mandatory legal obligations.

Customers wishing to consult a previous version of this policy, applicable to an order concluded on a date prior to the last update, may make a written request to info@gaspa-macchine.com. GASPA MACCHINE keeps historical versions of the policy for a minimum period of 5 years from the date of replacement.