Withdrawal and returns
Document version: 2026-10-15. The current version is always available on the Website.
We sell to businesses only. The consumer right to withdraw from a distance contract does not apply here. Below: what you can do with your order at each stage.
1. Why there is no 14-day right of withdrawal
The right to withdraw from a distance contract within 14 days without giving reasons belongs to consumers only. Our Website is a B2B wholesale platform: by opening an account, sending an enquiry or placing an order you declare that you act as a business (§ 2 of the Terms). Contracts between businesses carry no such right.
If you are a consumer, i.e. you buy for purposes unrelated to a trade, business or profession, please do not order on this Website. We may reject an order from a consumer.
2. Before you accept the offer
Until you accept our offer (with price, transport cost and delivery time) you may change items and quantities or withdraw the order free of charge — on the order page of the Website or by e-mail to info@casali-energy.com.
3. After accepting the offer, before dispatch
Accepting the offer concludes the contract. Changing or withdrawing the order at this stage requires our written consent. We agree where the goods have not yet been prepared for dispatch or reserved with the manufacturer; we may deduct costs already incurred (e.g. booked transport). The amount paid, less such costs, is refunded by transfer to the account the payment came from within 14 days of the agreement.
4. After dispatch and after delivery
Goods free from defects, delivered in accordance with the order, are not returnable. By exception we may accept a return after prior written agreement if the goods are unused, complete, in their original unopened packaging and fit for resale. In that agreement we determine who bears the cost of return transport and what part of the price is refunded. We do not accept returns of goods procured to individual order or of devices whose packaging has been opened.
5. Damaged, incomplete or defective goods
This is not a return but a claim — we handle it independently of the rules above:
- transport damage or quantity shortage: note it on the transport document in the driver’s presence, take photographs, write to us within 2 working days of delivery;
- device defect: write to info@casali-energy.com with the order number, model, serial number, description and photographs; we handle the claim under the manufacturer’s warranty and the rules on defects (§ 9–10 of the Terms).
6. How to contact us about an order
Fastest: a message on the order page of the Website (we see it immediately next to the order) or an e-mail to info@casali-energy.com with the order number in the subject line.