Shipping and returns
Order Information
On this page you will find information regarding delivery times, shipping costs, returns, right of withdrawal, and refund procedures for orders placed on Solux Hotel.
Contents
1. Shipping
Orders placed on Solux Hotel are carefully prepared by our team and shipped via courier. Items are delivered to the carrier intact and in packaging suitable for the nature of the product.
Shipping is made to the address indicated by the customer during the purchase process. The customer is responsible for the correctness and completeness of the delivery details entered during the order.
2. Delivery Times
Estimated delivery times are 10/15 business days from order confirmation and receipt of payment, unless otherwise communicated to the customer. For some items, the indicated term includes the time necessary for product assembly in the requested configuration.
Times are estimated and may vary based on product availability, destination, courier operations, or causes not directly dependent on Falpi Srl. The customer will receive updates regarding order management and shipping via email.
3. Shipping Costs
Shipping within Italy is free.
The total cost of the order, including any applicable costs, is indicated during checkout, before order confirmation and payment.
Shipping through the website is currently available for Italian territory. For international shipping requests, please write to ordini@falpi.com: the related shipping costs are borne by the customer and will be communicated before order fulfillment.
4. Service Areas and Surcharges
Shipping is available in the areas indicated during the checkout process.
For islands, remote locations, remote areas, or areas not directly served by standard couriers, surcharges or special conditions may apply, evaluated on a case-by-case basis. Any surcharges will be communicated to the customer before order fulfillment.
If a destination cannot be served or requires special conditions not automatically manageable by checkout, Falpi Srl will contact the customer to agree on the most suitable solution before shipping.
5. Receipt of Goods
Upon delivery, the customer is invited to check:
- that the number of packages delivered corresponds to what is indicated in the transport document;
- that the packaging is intact and not altered, including the sealing tapes;
- that the goods do not show obvious damage.
In case of damaged, tampered with, or non-intact packaging, we recommend accepting the goods with a specific reservation, indicating the problem on the courier's document.
Any transport damage must be promptly reported to Falpi Srl, preferably within 7 days of receipt of the goods, attaching photographs of the packaging and the product, to the address ordini@falpi.com.
6. Right of Withdrawal
Have you received an incorrect, defective, or transport-damaged product? In these cases, it is not necessary to initiate the return/withdrawal procedure: contact us at ordini@falpi.com and we will provide assistance to find the most suitable solution, such as repair, replacement, or refund. In such cases, the costs are borne by us.
The consumer customer has the right to withdraw from the purchase within 14 days from the delivery of the goods, without having to provide any reason.
By "consumer customer" we mean the natural person who purchases for purposes unrelated to their entrepreneurial, commercial, artisan, or professional activity.
To exercise the right of withdrawal, the customer can fill out the withdrawal form available on the website at the page Withdrawal Form.
Return costs. Return costs are borne by the customer, except in the case of a defective, damaged, or non-conforming product. As these are bulky products, which by their nature cannot be returned by ordinary postal shipment, the cost of return cannot be determined in advance as a lump sum and depends on the destination and the chosen courier. The customer can independently arrange the return with a courier of their choice, directly bearing the cost, or request an indicative quote from Falpi Srl or the organization of the pickup: in this case, the cost will be communicated and accepted by the customer before proceeding. An indicative estimate can also be requested before purchase by writing to ordini@falpi.com.
Decrease in value. The customer is responsible for any decrease in the value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. Falpi Srl may deduct an amount corresponding to this decrease in value from the refund.
7. How to Make a Return
After communicating the desire to withdraw, the customer must return the goods within 14 days from the communication of withdrawal, to the following address:
Falpi Srl – Logistics Headquarters
Via Martiri della Libertà, 68
13874 Mottalciata (BI) – Italy
The product must be returned intact, complete with all its parts and, where possible, in its original packaging or in suitable packaging to protect it during transport.
8. Refund
Once the returned goods are received and their integrity verified, Falpi Srl will proceed with the refund of the due amount via bank transfer to the IBAN indicated by the customer in the withdrawal form, without additional costs to the customer. By indicating the IBAN in the withdrawal form, the customer expressly consents to receive the refund by this method.
The refund will be made within 14 days from the receipt of the withdrawal communication. Falpi Srl may suspend the refund until the returned goods are received or until the customer proves to have sent them back.
Any additional costs chosen by the customer for delivery methods other than standard shipping will not be refunded.
9. Custom or Made-to-Order Products
The right of withdrawal does not apply to tailor-made, personalized, or custom-configured products according to specific customer requests — for example, application of customer brands, logos, or stickers, or non-standard configurations — in cases provided for by applicable regulations.
The eventual customized nature of the product, and the consequent exclusion of the right of withdrawal, is indicated on the product page before purchase. Standard catalog models, even if assembled upon order, remain subject to the right of withdrawal.
The customer's right to report any defects or non-conformities of the received product remains unaffected.
10. Defective, Damaged, or Non-Conforming Products
In case of a defective, damaged, or non-conforming product, the customer is invited to contact Falpi Srl at ordini@falpi.com.
The communication must include the order number, a description of the problem, and, if possible, photographs of the product and packaging.
In these cases, Falpi Srl will evaluate the request and provide instructions for repair, replacement, or refund, as provided by applicable regulations and the legal guarantee of conformity.