Terms and conditions of service

1. Definitions

   To ensure a complete understanding and acceptance of these terms and conditions, the following terms, in both the singular and plural, shall have the meanings indicated below:

   • Owner: Tesma Special Fibres srl, with registered office at Via Di Prato 60, 59013 Montemurlo (PO), VAT Number / Tax Code 01569080979, 01569080979, fully paid-up share capital € 50,000.00, PEC address tesmaspecialfibres@legalmail.it
   • Application: the website www.matecashmere.com
   • Products:
     • the physical products sold by the Owner
   • User: any individual who accesses and uses the Application
   • Consumer User: any natural person of legal age who enters into a contract for purposes unrelated to any entrepreneurial, commercial, craft, or professional activity they may carry out
   • Terms and Conditions: this contract, which governs the relationship between the Owner and the Users and the sale of Products offered by the Owner through the Application.

    

2. Scope of the Terms and Conditions

   Use of the Application implies acceptance of the Terms and Conditions by the User. If the User does not intend to accept the Terms and Conditions and/or any other notice, legal advisory, or information published or referred to therein, they may not use the Application or its related services.

   The Terms and Conditions may be modified at any time.

   The applicable Terms and Conditions are those in effect on the date of submission of the purchase order or request for the supply of a Product.

   Before using the Application, the User is required to read the Terms and Conditions carefully and to save or print them for future reference.

   The Owner reserves the right to modify, at its own discretion and at any time, even after the User's registration, the graphical interface of the Application, the Contents and their organization, as well as any other aspect that characterizes the functionality and management of the Application, communicating the relevant instructions to the User, where necessary.

3. Purchasing via the Application

   All Products offered through the Application are described in detail on the respective product pages (quality, characteristics, availability, price, delivery times and costs, additional charges, etc.). Some errors, inaccuracies, or minor differences between what is published on the Application and the actual Product may occur. Furthermore, any images of the Products are representative only and do not constitute a contractual element.

   Purchases of one or more Products through the Application are permitted to Consumer Users.

   For natural persons, purchases are only permitted on the condition that they are of legal age. For minors, every purchase and/or request for the supply of Products through the Application must be reviewed and authorized by parents or those exercising parental responsibility.

   The offer of Products through the Application constitutes an invitation to treat, and the order sent by the User shall serve as a contractual purchase proposal, subject to confirmation and/or acceptance by the Owner as described below. Therefore, the Owner shall have the right, at its sole discretion, to accept or reject the User's order without the User being entitled to raise any objections or complaints for any reason whatsoever.

   The contract for the sale of Products is deemed concluded upon the Owner's acceptance of the User's contractual proposal. The Owner shall accept the User's contractual proposal by sending an order confirmation to the email address provided by the User, which shall include the order date, the User's details, the characteristics and availability of the Product, the price or the method of calculating the price, any additional charges and taxes, the delivery address, the delivery times and any delivery costs, the methods for exercising the right of withdrawal or its possible exclusion, and the warranty.

   The sales contract for the Products is not considered effective between the parties in the absence of the information indicated in the previous point.

   In the event that a Product is unavailable, the Owner will inform the User of the new delivery or supply terms, asking whether they wish to confirm the order or not. It is understood that the contract will be considered finalized only for the Products accepted by the Owner.

   The User undertakes to verify the accuracy of the data contained in the order confirmation and to immediately notify the Owner of any errors, and will keep a copy of their order, the relative confirmation, and the Terms and Conditions.

4. Registration

   To use the functionalities of the Application, Users must register by providing, in a truthful and complete manner, all data requested in the relative registration form and fully accepting the privacy policy (https://matecashmere.com/pages/privacy-clienti) and the Terms and Conditions.

   The User is responsible for safeguarding their access credentials, which must be used exclusively by the User and may not be shared with third parties. The User undertakes to keep them secret and to ensure that no third party has access to them, and to immediately inform the Owner in the event they suspect or become aware of any improper use or disclosure of said credentials.

   The User guarantees that the personal information provided during the registration process is complete and truthful and undertakes to indemnify and hold the Owner harmless from any damage, compensation obligation, and/or sanction arising from and/or in any way connected to the User's violation of the rules regarding registration on the Application or the storage of registration credentials.

5. Account cancellation and closure

   Registered Users may stop using the Application at any time and deactivate their account or request its deletion through the Application interface, if possible, or by sending a written communication to the email address info@matecashmere.com or by calling customer service at 055 8022386.

6. Prices and payments

   For each Product, the price is indicated, including VAT, if applicable. If the nature of the Product makes it impossible to calculate the price in advance, the methods for calculating the price are indicated.

   Furthermore, any taxes, additional costs, and delivery charges that may vary in relation to the destination, the chosen delivery method, and/or the payment method used will be indicated. If these costs cannot reasonably be calculated in advance, an indication of which costs will be charged to the User will be provided.

   The Owner reserves the right to modify the price of the Products and any additional costs at any time. It is understood that any price changes will not affect contracts already concluded before the change.

   The User undertakes to pay the price of the Product within the times and in the manner indicated in the Application and to provide all necessary data that may be requested.

   The Application uses third-party tools for payment processing and does not come into contact with the payment data provided (credit card numbers, cardholder names, passwords, etc.) in any way.

   In the event that such third-party tools deny payment authorization, the Owner will not be able to provide the Products and cannot be held responsible in any way.

7. Invoicing

   Users who wish to receive an invoice will be asked for billing information. For the issuance of the invoice, the information provided by the User will be considered final; the User declares and warrants that said information is truthful and releases the Owner from any liability in this regard.

8. Delivery methods for physical Products

   Physical Products (including any physical goods with digital elements) will be delivered to the address indicated by the User, using the methods and within the timeframe chosen or indicated on the Application and stated in the order confirmation. Unless otherwise specified, the delivery times stated in the order confirmation indicate the time period usually required to deliver the Product from the moment the courier takes charge of it.

   In the event that it is not possible to supply the requested Products, the User will be promptly notified via email, with an indication of when it is expected to be able to deliver them or the reasons that make the supply impossible.

   If the User does not intend to accept the new term or if delivery has become impossible, the User may request a refund of the amount paid, which will be promptly credited using the same payment methods used by the User for the purchase, within a maximum of 14 days from the date on which the Owner became aware of the refund request.

   Upon receipt of the Product, the User is required to verify its conformity with the order placed as well as the integrity of the packaging. In the event that there are evident damages to the packaging and/or the Product, the User may refuse delivery of the Product and may return it at no additional cost. Once the delivery document is signed, the User may not make any claims regarding the external characteristics of the delivered Products.

   The Owner shall not be liable to any party or third party regarding damages, losses, and costs incurred as a result of failure to execute the contract due to force majeure.

9. Right of withdrawal for Users from the purchase of physical Products

   The Consumer User has the right to withdraw without any penalty and without specifying the reason within 14 days from the date of receipt of the Product, by sending a written communication to the email address info@matecashmere.com, using the optional withdrawal form referred to in the following article or any other written declaration.

   In the case of separate delivery of multiple Products ordered by the Consumer User in a single order, the 14-day period for exercising the right of withdrawal begins from the day on which the last Product was received.

   In the event of withdrawal, the User must return the Product to the Owner without undue delay and, in any case, no later than 14 days from the date on which they communicated their decision to withdraw from the contract. The User shall bear only the direct cost of returning the Product, unless the Owner has declared that they will bear such costs.

   In the event of a properly exercised withdrawal, the Owner will refund the payments received from the User, using the same payment methods used by the User for the initial transaction, without undue delay and in any case within 14 days from the day the User communicated their intention to withdraw from the contract.

   The Owner is not required to refund delivery costs if the User has expressly chosen a type of delivery other than the least expensive type offered by the Owner.

   The Owner, unless they have offered to collect the Product themselves, may withhold the refund until they have received the Product or until the Consumer User has provided proof that they have returned it.

   The Owner will not accept the return if the Product is malfunctioning due to improper use, negligence, physical, aesthetic, or surface damage or alterations, tampering, or improper maintenance or wear and tear, or if elements integral to the product (accessories, parts, etc.) are missing. In such cases, the Owner will return the purchased Product to the sender, charging them for the shipping costs.

10. Cases of exclusion of the User's right of withdrawal

    The right to withdraw from the contract for the sale or supply of Products by the User is excluded in relation to:

    • the supply of Products whose price is tied to fluctuations in the financial market that the Owner is unable to control and which may occur during the withdrawal period
    • the supply of Products made to measure or clearly personalized
    • the supply of Products that are liable to deteriorate or expire rapidly. This category includes all food Products (including beverages) whose characteristics are subject to alteration even as a result of inappropriate storage
    • the supply of sealed Products which are not suitable for return for health protection or hygiene reasons and were opened after delivery
    • the supply of Products which, after delivery, are, by their nature, inseparably mixed with other items
    • contracts in which the User has specifically requested a visit from the Owner or a designated professional for the purpose of carrying out urgent repairs or maintenance work. If, on the occasion of such a visit, the Owner or a designated professional provides services in addition to those specifically requested by the User or goods other than spare parts necessary for maintenance or repairs, the right of withdrawal applies to such additional services or goods
    • the supply of sealed audio or video recordings or sealed computer software that were opened after delivery
    • the supply of newspapers, periodicals, and magazines, with the exception of subscription contracts for the supply of such publications
    • contracts concluded at a public auction
    • the supply of accommodation for non-residential purposes, transport of goods, car rental services, catering services, or services related to leisure activities if the contract provides for a specific date or period of performance

    For further clarification, contact the Owner at the email address info@matecashmere.com or by calling customer service at 055 8022386.

11. Optional form to exercise the right of withdrawal

     

    The User may withdraw using the following form, which must be filled out in its entirety and sent to the email address info@matecashmere.com before the expiration of the withdrawal period:

    I hereby give notice that I withdraw from my contract of sale or supply for the following product: __________
    Order number: _______
    Ordered on: _______
    Name and Surname: _______
    Address: ______
    Email address associated with the account from which the order was placed: ____________________
    Date: __________
    

12. Conformity warranty for physical Products for Consumer Users

    Consumer Users are granted the conformity warranty provided for by Articles 129 et seq. of the Consumer Code for all physical Products sold through the Application, with the exception of the cases of exclusion provided for by Article 128 of the Consumer Code.

    The Owner is liable to the Consumer User for any lack of conformity that manifests itself within two years of delivery. During the first year, the Consumer User is not required to prove that the defect existed at the time of delivery as it is presumed to have already existed at that date, unless this assumption is incompatible with the nature of the physical Product or the nature of the lack of conformity.

    Should the Consumer User wish to take advantage of the remedies provided by the conformity warranty, they must send a written communication to the email address info@matecashmere.com or call customer service at 055 8022386.

    The Owner will respond promptly and indicate to the Consumer User the procedure to follow.

    For matters not covered by this clause, Articles 128 to 135-septies of the Consumer Code and the articles of the Civil Code regarding the formation, validity, and effectiveness of contracts, including the consequences of contract termination and the right to compensation for damages, shall apply.

13. Industrial and Intellectual Property Rights

    All contents of the Application, including texts, documents, trademarks, logos, images, graphics, their arrangement, and adaptations are protected by copyright law and trademark protection legislation. The Application may also contain images, documents, logos, and trademarks of third parties who have expressly authorized the Owner to publish them on the Application. Except for strictly personal use, it is not permitted to copy, alter, distribute, publish, or use the Contents without the specific authorization of the Owner.

14. Warranty disclaimer

    The Application is provided ”as is” and ”as available” and the Owner provides no express or implied warranty in relation to the Application, nor does it provide any warranty that the Application will meet the requirements of Users or that it will be uninterrupted, error-free, or free of viruses or bugs.

    The Owner will endeavor to ensure that the Application is available continuously 24 hours a day, but cannot in any way be held liable if, for any reason, the Application is not accessible and/or operational at any time or for any period. Access to the Application may be suspended temporarily and without notice in the event of system failure, maintenance, repairs, or for reasons entirely beyond the Owner’s control or due to force majeure events.

15. Limitation of Liability

    The Owner shall not be liable to the User, except in cases of willful misconduct or gross negligence, for service interruptions or malfunctions connected to the use of the internet outside of its control or that of its suppliers.

    Furthermore, the Owner shall not be liable for any damages, losses, and costs incurred by the User as a result of the failure to execute the contract for reasons not attributable to the Owner, with the User only being entitled to a full refund of the price paid and any incidental charges incurred.

    The Owner assumes no responsibility for any fraudulent or illegal use that may be made by third parties of credit cards and other means of payment, as it does not come into contact with the payment data used (credit card numbers, cardholder names, passwords, etc.) in any way.

    The Owner shall not be liable for:

    • any loss of business opportunity and any other loss, even indirect, that may be suffered by the User that is not a direct consequence of the Owner's breach of contract
    • incorrect or unsuitable use of the Application by Users or third parties
    • the issuance of incorrect tax documents or data due to errors related to the data provided by the User, with the latter being solely responsible for correct entry

    Under no circumstances shall the Owner be held liable for an amount exceeding double the cost paid by the User.

16. Force Majeure

    The Owner shall not be considered liable for failure or delay in fulfilling its obligations due to circumstances beyond the Owner’s reasonable control caused by force majeure events or, in any case, by unforeseen and unpredictable events and, in any event, independent of its will.

    The fulfillment of obligations by the Owner shall be considered suspended for the period in which force majeure events occur.

    The Owner will take any action within its power to identify solutions that allow for the proper fulfillment of its obligations despite the persistence of force majeure events.

17. Links to third-party sites

    The Application may contain links to third-party sites/applications. The Owner exercises no control over them and, therefore, is not in any way responsible for the content of these sites/applications.

    Some of these links may refer to third-party sites/applications that provide services through the Application. In these cases, the general conditions for the use of the site/application and for the use of the service prepared by the third parties will apply to the individual services, for which the Owner assumes no responsibility.

18. Privacy

    The protection and processing of personal data will take place in accordance with the Privacy Policy which can be consulted at the page https://matecashmere.com/pages/privacy-clienti

19. Applicable law and competent court

    The Terms are subject to Italian law.

    For Consumer Users, any dispute relating to the application, execution, and interpretation of these Terms shall be referred to the court of the place where the Consumer User resides or has their domicile, if located within the territory of the Italian State, without prejudice to the Consumer User's right to take action before a judge other than the "consumer court" pursuant to art. 66 bis of the Consumer Code, having territorial jurisdiction according to one of the criteria set out in articles 18, 19, and 20 of the Code of Civil Procedure.

    For Consumer Users who do not have their habitual residence in Italy, the application of any more favorable and mandatory provisions provided by the law of the country in which they have their habitual residence is reserved, in particular in relation to the deadline for exercising the right of withdrawal, the deadline for returning Products in the event of exercising such right, the methods and formalities of the communication thereof, and the legal guarantee of conformity.

20. Online dispute resolution for Consumer Users

    The Consumer User residing in Europe must be aware that the European Commission has established an online platform that provides an alternative dispute resolution tool. This tool can be used by the Consumer User to resolve any dispute relating to and/or arising from online sales contracts for goods and service supply contracts out of court. Consequently, the Consumer User may use this platform for the resolution of any dispute arising from the contract entered into online. The platform is available at the following address: ec.europa.eu/consumers/odr/

Date 24/10/2025