Terms and Conditions of Service

 

GENERAL TERMS AND CONDITIONS OF SALE

1. Introduction

1.1. The distance sale of products bearing the “Acqua delle Langhe” and “Trame” trademarks concluded through this website (hereinafter referred to as www.acquadellelanghe.it) is governed by the following General Terms and Conditions of Sale.
The products offered on the Website are sold directly by Acqua delle Langhe srl. (hereinafter referred to as “ADL”). ADL is a company incorporated under Italian law, with registered office at via Torino 196 – 12063 Dogliani (Cn) – Italy, holding the following VAT number, tax code and registration number with the Cuneo Companies Register: 03951920044, REA no. CN 326103

1.2. Use of the distance sales service governed by these General Terms and Conditions of Sale is reserved exclusively for consumers (hereinafter referred to as the “Customer” or, in the plural, the “Customers”), meaning natural persons acting for purposes unrelated to any commercial, business, craft or professional activity they may carry out, who are over 18 years of age (or, if minors, authorized by their legal representative).
The resale or transfer for any commercial or professional purpose of products purchased on the Website is expressly prohibited.

1.3. The products offered for sale on the Website may be delivered exclusively in Italy, excluding the municipalities of Livigno and Campione d’Italia, in Finland (excluding the Åland Islands), in Norway and in the Republic of Ireland.

1.4. The languages used for concluding the sales contract through this Website are: Italian and English.

1.5. These General Terms and Conditions of Sale are published on the Website to enable the Customer to become acquainted with them, as well as to store and reproduce them, in accordance with applicable law.

1.6. The purchase of the products is governed exclusively by the General Terms and Conditions of Sale published on the Website and in force at the time of purchase.
ADL reserves the right to amend and/or supplement these General Terms and Conditions of Sale at any time.
Any amendments and/or supplements shall be effective exclusively with respect to purchases made after the date of publication of the new version of the General Terms and Conditions of Sale.
The replacement of these General Terms and Conditions of Sale with a new version shall automatically render them inapplicable, ineffective, and unenforceable against ADL in relation to purchases made after their removal from the Website, including where such General Terms and Conditions of Sale remain available for consultation and/or accessible to the public through other websites different from the one indicated above.

2. Product availability

2.1. The Customer acknowledges that the products offered by ADL on the Website (hereinafter referred to as the “Products”) are limited in quantity and is therefore aware that ADL will have to verify their availability at the time of purchase.

2.2. Inconveniences may occasionally arise in relation to the availability of certain Products. In such circumstances, ADL will promptly inform the Customer (and in any event within the time limits specified below) by e-mail of the cancellation of their order.
In the event that only partial availability exists, the Customer will be informed accordingly. Therefore, the Customer agrees to receive only the available Products, except where the Customer has selected on the Website the option to receive the entire order. In that case, the Customer will be asked whether they prefer to receive the available Products or proceed with the complete cancellation of the order.

2.3. ADL reserves the right to modify the items offered for sale on the Website at any time, without prior notice.

3. Purchase procedure

3.1. Each Product offered for sale on the Website may be viewed through a dedicated link that allows the photographic images of the item, the unit price, and the format to be viewed. The estimated delivery dates for Products expressly indicated on the Website as “Pre-Order”, “Pre-Order Products”, or “Personalized Products”, as these Products are not yet ready for shipment, will be indicated in the link relating to the product itself.

3.2. The Customer may purchase one or more Products, up to a maximum of 12 units of each Product, without prejudice to any provisions that may apply to certain types of Products. ADL reserves the right to modify, at any time, the limits on the quantities of Products that may be purchased through the Website.

3.3. The Products selected by the Customer will be entered in a dedicated section (hereinafter referred to as the “Cart”).
The description of the Products, including their formats, together with one or more digital photographic images enabling the Products to be accurately represented, will be included in the Customer's Cart.

3.4. Although ADL constantly adopts measures aimed at ensuring that the photographs displayed on the Website faithfully reproduce the original products, some variations are always possible due to the technical characteristics and colour resolution of the device used by the Customer. Consequently, ADL shall not be liable for any inadequacy in the graphic representations of the Products displayed on the Website if due to the aforementioned technical reasons; ADL reserves the right to change the colour of the product without prior notice for technical, commercial or production requirements.

3.5. To view the selected Products and the total purchase order price, it is necessary to access the Cart page.
Before confirming their order proposal (hereinafter referred to as the “Order Proposal”), the Customer must verify the accuracy of the contents of the Cart and complete the purchase form in accordance with the instructions provided on the Website.

3.6. The purchase procedure is completed when the Customer selects the appropriate button for final order confirmation (hereinafter referred to as the “Purchase Button”), thereby validating their Order Proposal, which will be sent directly to ADL.
After selecting the Purchase Button, the Customer may no longer modify the content of the Order Proposal.

3.7 Before confirming the Order Proposal, the Customer shall declare that they have read and accepted these General Terms and Conditions of Sale. At the end of the purchase procedure, the Customer should save or print the General Terms and Conditions of Sale.

3.8. The purchase procedure must be completed in full; otherwise, the Order Proposal cannot be sent to ADL.

3.9. Each Order Proposal and the Customer's data necessary for the purchase shall be stored by ADL for the period of time and in compliance with the conditions provided for by applicable legislation.
Any use of the data for purposes other than the purchase shall be subject to the Customer's prior and express consent, based on the conditions specified in the “Privacy Policy” published on the Website.

3.10. Customers who have registered for the Website's reserved area may check the status of their order by accessing that area and entering the page relating to their orders.

3.11. The Customer is aware that they are responsible for the accuracy and truthfulness of all data entered on the Website or otherwise used during the purchase process.

3.12 The Customer is also aware that the Website also allows them:

- to order Products that they wish to personalize permanently by adding permanent modifications in accordance with the methods indicated on the Website (for example, by means of screen printing).

The Customer acknowledges that such Products are not yet available for shipment when they submit their Order Proposal. Products that may be pre-ordered by the Customer are clearly identified and indicated on the Website by the expressions “Pre-Order” or “Pre-Order Products”, and Products that may be personalized by Customers are clearly identified and indicated on the Website by the wording “Personalized Products”.

3.13 The Customer acknowledges and agrees that if they pre-order a Product and/or order a Personalized Product, the relevant price shown on the Website and displayed in the Cart section will be charged to the Customer in advance, namely upon receipt of the Confirmation Email, as defined in Section 4.2 below, although the Pre-Order Product and the Personalized Product are not ready for shipment at that time.
The Pre-Order Product and the Personalized Product will be delivered to the Customer by the relevant estimated date specified on the Product description page.
If the Order Proposal sent by the Customer also contains one or more Pre-Order Products and/or Personalized Products, in addition to the Products already available, the prices of all Products relating to that Order Proposal will be charged to the Customer in advance, namely upon receipt of the Confirmation Email, even if the Pre-Order Products and Personalized Products will be delivered by the relevant estimated latest delivery date, as indicated on the Product description pages.

3.14. All further details relating to payment, delivery and confirmation of Pre-Order Products and Personalized Products are specified in the respective sections set out below.

3.15. The Customer acknowledges and agrees that, except for what is expressly provided herein for Pre-Order Products and Personalized Products, the other clauses of these General Terms and Conditions of Sale also apply to Pre-Order Products and Personalized Products.

4. Conclusion of the contract

4.1. Following confirmation of the Order Proposal, the order is sent to ADL for processing and may not be further amended.
The Order Proposal issued by the Customer shall be processed by ADL only if the entire purchase procedure has been duly completed, without the Website indicating any error.
After submitting the Order Proposal, the Customer shall receive an email by which ADL shall notify the Customer that it has received the Order Proposal. Such email may not be construed as acceptance of the Order Proposal. ADL’s acceptance of the Order Proposal and the conclusion of the contract shall take place in accordance with the provisions of section 4.2 below.

4.2. The contract concluded between ADL and the Customer shall be deemed concluded when the Customer receives one or more confirmation e-mails from ADL (hereinafter referred to as the “Confirmation Email”).
The Confirmation Email shall be sent to the address indicated by the Customer in the purchase form and shall contain confirmation and a summary of the terms and conditions of the relevant purchase, including: a description of the Product and its main characteristics, the total order price, including any shipping costs, the address for submitting any complaints, information on after-sales assistance services, the existence of the right of withdrawal and the relevant procedures for exercising it.

4.3. ADL reserves the right not to accept the Order Proposal issued by a Customer in the following cases:

a) unavailability of the Products included in the Order Proposal notwithstanding anything applicable to Pre-Ordered Products;
b) existence of legal proceedings between ADL and the Customer relating to a previous order;
c) where, on previous occasions, the Customer has breached the General Terms and Conditions of Sale or failed to fulfil its obligations;
d) where it has emerged that the Customer purchases the Products for the purpose of reselling or transferring them for commercial or professional purposes;
e) where the Customer has been involved in or is suspected of illegal or fraudulent activities.

In the aforementioned cases, ADL shall notify the Customer by e-mail, within 30 (thirty) days from the date of actual receipt of the Order Proposal, of any cancellation of the orders received. In such case, no Order Proposal shall be deemed accepted by ADL and no contract shall be deemed concluded between ADL and the Customer.

4.4 In the event of partial availability of the Product ordered, if the Customer has selected the option to receive the entire Order, they shall be asked whether they wish to receive the available Products or cancel the Order in full. If the cancellation is only partial, the Customer shall be charged only the amount relating to the Products actually purchased.
Unless the Customer has selected the option on the Website to receive the entire Order as a whole, the Customer agrees to receive only the available Products.

5. Price and Payment Method

5.1. The prices of all Products offered for sale on the Website include VAT.

5.2. These prices shall be indicated in euros (EUR) for Products to be delivered in Italy, Finland and the Republic of Ireland, and in the local currency in countries where the euro is not used, at an exchange rate automatically and continuously generated by the website

5.3. The total price shown in the Cart includes any shipping costs, which shall be indicated separately.
In any event, ADL shall request the Customer's express consent for any additional cost.

5.4. The Customer shall be charged the prices published on the Website and displayed in the Cart at the time the Order Proposal is confirmed by the Customer selecting the Purchase Button, provided that the ordered Products are available at that time, except for Order Proposals containing Pre-Order Products and/or Personalised Products, for which the relevant price shall be charged to the Customer in advance as provided in the following section 5.6, even if such Products are not yet ready for shipment at that time.
ADL reserves the right to change the prices of the Products offered for sale on the Website at any time and without prior notice.

5.5. ADL accepts only the credit cards and other payment methods expressly indicated on the Website.

5.6. For payment by credit card, the Customer confirms and warrants that they are the holder of the credit card used for the purchase and that all details relating to it entered during the purchase process are correct, including: the number, expiry date and, if necessary, the security code.
The transaction will be charged to the Customer only after:

(i) verification of the credit card details, (ii) receipt of the debit authorisation from the issuer of the credit card used by the Customer.

The entire transaction relating both to orders containing only Pre-Order Products or Customized Products that are not yet ready for shipment at the time of the Confirmation Email and to orders also containing Pre-Order Products and/or Customized Products shall be charged for all Products, including those already available, upon receipt of the Confirmation Email.
Accordingly, no charge shall be made when the Order Proposal is submitted.

5.7. For the purposes of payment through other payment service providers, the Customer confirms and warrants that they are the account holder of the account used for the purchase.
The transaction shall be charged to the Customer only after the latter has received the Confirmation Email from ADL.

5.8. The purchased Products shall be shipped only after payment of the amount due from the Customer has been successfully completed.
If, for any reason, it proves impossible to charge the amounts due from the Customer, the sales process shall be automatically cancelled and the sale voided, as stated in the notice that shall be sent to the Customer.

5.9. If one or more Products are unavailable and the Customer has decided not to cancel the order in its entirety, only the price and any shipping costs relating to the available Products shall be charged.

6. Delivery

6.1. Customers shall receive the Products separately as soon as they are ready for shipment, unless the Customer has selected the option on the Website to receive the entire Order in a single shipment. The Products shall be shipped to the address indicated by the Customer in the Order Proposal. The Customer's signature shall be required upon delivery of the Products.

6.2. For security reasons, ADL shall not process any order addressed to a post office box, nor shall it accept any order where it is not possible to identify the individual recipient of the order and their address.

6.3. Products sold on the Website may be delivered exclusively to the countries indicated above (Article 1.3). Accordingly, any Order Proposals for shipments to be made outside such countries shall be automatically rejected during the order processing procedure.

6.4. Where the Customer is charged shipping costs, these shall be expressly indicated separately from any other cost or expense upon completion of the Order Proposal completion procedure and before the Customer selects the Purchase Button.

6.5. In accordance with applicable law, the maximum period within which ADL must deliver the purchased Products is 30 (thirty) days from the date of conclusion of the contract, except in cases of force majeure.
Where the relevant Order concerns Pre-Order Products and/or Customized Products, the delivery date will be more than 30 days and ADL will deliver such Products on the estimated delivery date or during the estimated delivery period agreed with the Customer, as specifically indicated to the Customer on the Product description page.

6.6. If ADL does not deliver the ordered Products within the aforementioned period, the Customer must request ADL to deliver them within an additional period appropriate to the circumstances, in accordance with applicable law.
The Customer's right to immediately terminate the contract if the ordered Product is not delivered within any additional period specified is reserved.

6.7. ADL shall be entitled to divide the Order into multiple shipments, based on the availability of the Products for delivery, and the Customer will receive the Products separately based on their availability for shipment, unless they have selected on the Website the option to receive the entire Order in one shipment. ADL may charge the Customer for the price separately for only the Products actually shipped or in a single payment.

6.8. Upon shipment of the purchased Product, the Customer will receive an e-mail at the address indicated in the Order Proposal. This e-mail will contain a shipment tracking code and an exclusive link enabling delivery to be monitored in real time.
ADL's Customer Service will provide assistance with any possible issue relating to delivery. The Customer may contact ADL's Customer Service by e-mail at: client.service.eu@ADL.com.

6.9. Alternatively to delivery by courier, the Customer may request to collect the purchased Products directly from the store selectable on the Website during the purchase process, provided that the relevant Order does not contain Pre-Order Products and/or Customized Products. If the Customer does not collect the Products within 30 (thirty) days of receiving the e-mail informing them that the Product is available for collection, ADL may cancel the sale. In such case, the Customer will be notified by e-mail of the cancellation and will be promptly refunded any amounts already paid.

6.10. The Customer shall assume the risk of loss of or damage to the Products only when the Customer, or a third party designated by the Customer other than the carrier, physically takes possession of such Products.
Conversely, if the loss of or damage to the Product occurs before its physical delivery to the Customer or to a third party designated by the Customer, ADL shall refund the Customer the amounts already paid.

7. Conformity of the Products

7.1. Upon delivery, the Customer shall inspect the Products to verify that they correspond to the items ordered and do not have manufacturing defects or lack of conformity. The statutory warranties provided for under applicable law, as well as any additional contractual warranties that may be provided to the Customer, shall apply to the sale of the Products.

7.2. In the event of manufacturing defects or lack of conformity, the Customer shall be entitled, free of charge, to have the Product brought into conformity by means of repair or replacement, unless the remedy requested is objectively impossible or excessively burdensome in comparison with the other remedy. Where one of the circumstances provided for by law applies, the Customer may request an appropriate reduction of the price or termination of the contract and the consequent refund of the price paid. It is understood that the Customer shall forfeit this right if the Customer fails to notify ADL of the lack of conformity within 2 (two) months from the date on which the defect was discovered. In any event, ADL shall be liable only for lack of conformity that becomes apparent within 2 (two) years from delivery of the Product. The action to assert such defects shall become time-barred 26 (twenty-six) months from delivery of the Product.

7.3. In order to report the presence of defects and faults in the Products and obtain one of the remedies listed above, the Customer may contact ADL at the addresses indicated in Article 12 below.

8. Returns and refunds - Withdrawal

8.1. The Customer has the right to withdraw from the contract within 14 (fourteen) days from the date of delivery or collection of the Products, except in the case of Customized Products. In the case of a split order, this period shall commence on the day of delivery or collection of the last Product.

8.2. The Customer may follow, where available, the online returns procedure, which can be activated in the “Returns” section of the Website; through this procedure, the Customer may schedule collection of the Product and track the delivery of the Product to ADL. Alternatively, where the online returns procedure is not available, the Customer may use the relevant form found in the “Return” section of the Website, or directly in the “My Account” section if the Customer has registered on the Website. For this purpose, the Customer must: (i) complete the online form with the requested information, (ii) affix to the package the adhesive label already contained in the package and bearing the return address, (iii) request collection from the courier designated by ADL by sending an e-mail to ADL.it@dhl.com and, in copy, to client.service.eu@ADL.com, specifying the address, telephone number and preferred date for collection of the package, to be confirmed with the courier.

A form containing the instructions to be followed to make the return will be inserted inside each package containing the purchased Products.

8.3. If the Customer follows the procedure referred to in the preceding section, the courier designated by ADL will collect the package containing the returned Products at no charge to the Customer.
If the Customer does not follow this procedure, the return costs and any liability for loss, theft, damage or delay in delivery shall remain the Customer's responsibility.

8.4. The Customer may also obtain the address to which the Products must be returned by contacting ADL at the following e-mail address: client.service.eu@ADL.com.

8.5. The Customer undertakes to return the Products in respect of which the right of withdrawal has been exercised without undue delay and, in any event, within 14 (fourteen) days from the date on which the Customer notified ADL of its decision to withdraw from the contract.

8.6. The Products must be returned in the same condition in which they were delivered. The Customer must therefore ensure that the Products are intact and complete, have never been used, worn or damaged in any way, and are returned in their original packaging, together with all labels with which they were received. If a Product is provided with a security label, the return of the Product will not be accepted if the original security label has been removed, broken or tampered with. The Customer also acknowledges that, for safety and health and hygiene reasons, perfumes may not be returned if the sealing cellophane and the original packaging have been opened, damaged, altered or removed. ADL will inspect the packaging and condition of each individual returned Product, with their substantial integrity constituting an essential requirement for exercising the right of withdrawal.
ADL reserves the right to refuse the return of Products that are found to be damaged, deteriorated, dirty or in such a condition as to unequivocally indicate that they have been used for purposes other than the checks strictly necessary for the Customer to ascertain the nature and characteristics of the purchased Product.
In the event that the return is refused, ADL shall send the Customer a specific notification and shall not proceed with crediting the price paid by the Customer, also reserving the right to request compensation for any damage attributable to the Customer's conduct.

8.7. The refund of the price of the returned Products shall be made by ADL without undue delay and in any event within 14 (fourteen) days from the date on which ADL became aware of the Customer's exercise of the right of withdrawal.
ADL reserves the right in any event to withhold the refund until it has received and inspected the Product or until the Customer demonstrates that the Product has been returned correctly and in an undamaged condition, whichever occurs first.
The aforementioned refund shall be made by crediting the amount paid by the Customer using the same payment method used for the purchase, unless the Customer has expressly agreed otherwise and provided that the Customer does not incur any costs as a consequence of the refund.
ADL shall confirm to the Customer by e-mail that the price has been refunded.

8.8. ADL shall not be required to refund the delivery costs of the Products if the Customer has expressly chosen a type of delivery other than the standard delivery offered by ADL.

8.9. The return of Products pursuant to this Article is permitted only in relation to purchases made on the Website.

8.10. In consideration of the fact that Customized Products are permanently altered and specifically personalized for the Customer and that their original production cannot in any way be restored, the Customer may not exercise the right of withdrawal in respect of Customized Products. Consequently, the provisions contained in this Article 8 shall not apply to Customized Products, it being understood that the exclusion of Customized Products from the right of withdrawal shall not prejudice the application of the statutory warranties, provided for in the preceding Article 7, to such products as well.

9. Limitation of liability

9.1. Except in cases of wilful misconduct or gross negligence, ADL shall in no way be liable to the Customer for any indirect or consequential damage that may arise to the Customer from the purchase of Products offered for sale on the Website.

10. Authenticity of products and intellectual property rights

10.1. ADL guarantees the authenticity and high quality of all Products offered for sale on the Website.

10.2. The “ADL” trademark, as well as all figurative and non-figurative trademarks and, more generally, all other trademarks, illustrations, images and logos appearing on “ADL” products, their accessories and/or packaging, whether registered or not, are and shall remain the exclusive property of the ADL Group. The total or partial reproduction, modification, tampering with or use of such trademarks, illustrations, images and logos, for any reason and on any medium, is strictly prohibited.

11. Disputes

11.1. These General Terms and Conditions of Sale are governed by Italian law and shall be interpreted in accordance with it, without prejudice to any different mandatory provision more favourable to the Customer applicable in the country of the Customer’s habitual residence.

11.2. In the event of a dispute arising from the interpretation and/or application of these General Terms and Conditions of Sale, exclusive and mandatory jurisdiction shall lie with the court of the place where the Customer is domiciled or resident, if located within the territory of the Italian State. If the Customer’s domicile or residence is located in a territory other than the Italian State, the Customer may, at its discretion, bring proceedings before the court of the place of their residence or domicile or before the Court of Cuneo, where ADL has its registered office.
Alternatively, pursuant to Article 14 of Regulation (EU) 524/2013, the Customer may initiate one of the out-of-court dispute resolution procedures provided for by applicable law. For this purpose, the Customer may use the online platform made available by the European Commission, which may be accessed via the website http://ec.europa.eu/odr.

12. Contact details

12.1. For any complaint, request for further information or assistance relating to the Website or the purchase procedure and, in any event, for any request for information and/or clarification regarding the matters set out in these General Terms and Conditions of Sale, Customers may send an e-mail to the following address: orders@acquadellelanghe.it or contact the E-commerce Client Service, Acqua delle Langhe srl., Via Torino 118 – 12063 Dogliani CN  Italy

 Last updated: 31 January 2026