The website hig-relays.com (“Website”) is owned by HI-G RELAYS SRL (“Seller” or simply “HI-G”), with registered office at Strada Regionale 148 Pontina, 3192 – 04016 Sabaudia (LT), VAT No. 03157850599.

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For any information, support, requests, or complaints, you can contact Customer Service:

• By email at: info@higrelays.it

• Via WhatsApp

• Using the contact section

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These Terms of Use and Sales Conditions (“Terms and Conditions”) govern the use of the Website by users and the remote sale of products marketed on it. When the sale involves a Consumer, it is regulated by Chapter I, Title III (Articles 45 et seq.) of Legislative Decree No. 206 of September 6, 2005 ("Consumer Code"). The sale is also governed by Legislative Decree No. 70 of April 9, 2003, which regulates e-commerce.

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We kindly ask you to carefully read these terms and print and/or save them on another accessible and durable medium. Additionally, please review our Privacy Policy and Cookie Policy.

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The Seller is committed to keeping these documents accessible and up to date and reserves the right to modify them at any time, with effect from the date of publication on the Website.

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​1.0 DEFINITION

 

For the purposes of these Terms and Conditions, the following definitions apply:

• “Contract”: The contract concerning the remote sale of products marketed on the Website, between HI-G and a final customer, within a remote sales system that uses the Internet as a communication technology.

• “Customer”: The Consumer, as defined by Article 3, Paragraph 1, Letter a) of the Consumer Code, referring to a natural person who makes a purchase on the Website for purposes unrelated to any business, commercial, artisanal, or professional activity they may conduct.

• “User”: Any person who accesses the Website and continues browsing.

• “Cart”: The final stage of the purchasing process, where the User submits their purchase proposal by selecting the payment method, shipping options, and other available preferences.

• “Order”: The purchase proposal that the User submits to HI-G by completing the order procedure as described.

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1.1 SUBJECT

 

With this Contract, HI-G sells, and the Customer purchases remotely, via electronic means, the products listed and offered for sale on the Website.

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These Terms and Conditions do not govern the sale of products or the provision of services by third parties who use direct links to the Website through banners or other hyperlinks/links. HI-G does not perform any control or monitoring of websites accessible through such links. Therefore, under no circumstances shall HI-G be held responsible for the goods or services promised by third parties or for transactions conducted between Website Users and third parties.

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1.2 SERVICE AVAILABILITY AND TERMS OF USE

 

The sale of products on the Website may be temporarily suspended, without prior notice, for the time strictly necessary to carry out necessary and/or appropriate technical interventions on the platform or in the event of justified security reasons or confidentiality breaches. HI-G reserves the right to reject orders from any party if they appear abnormal in terms of quantity or frequency of purchases made on the Website.

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HI-G also reserves the right to refuse orders from:

1. Users who are not consumers;

2. Users involved in ongoing legal disputes with HI-G;

3. Users engaged in credit card payment fraud;

4. Users who have provided false, incomplete, or inaccurate identifying information.

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By using this Website and/or placing orders through it, the User agrees to use the Website exclusively for lawful activities and not to place false or fraudulent orders. If there are reasonable grounds to believe that an order falls into this category, the Seller reserves the right to cancel the order and report the matter to the relevant authorities.

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1.3 PRODUCTS FOR SALE

 

The products available for sale through this Website are those described in the corresponding product information sheet ("Product Sheet"), which outlines their main features, specifications, and accessories.

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1.4 PRODUCT AVAILABILITY

 

All product orders are subject to availability. Product availability refers to the moment when the Customer views the Product Sheets and should be considered indicative, as the Website can be accessed by multiple Users simultaneously. It is possible that multiple Users place orders for the same product at the same time. As a result, the Website's system may indicate a product as available when, in reality, it has already been sold before the Order confirmation.

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In such cases, the Seller cannot be held responsible for the unavailability of one or more products. Additionally, HI-G shall not be liable for the temporary or permanent unavailability of any product. If the requested products are unavailable, even temporarily, the Seller commits to not charging the Customer for the corresponding amount.

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If an Order has already been placed and the amount charged for unavailable items, the Seller will refund the Customer the full amount paid for those items. If an item becomes unavailable, either partially or completely, after the Order Confirmation email has been sent, the Customer will be promptly informed via email. In such cases, the purchase contract will be considered terminated, and HI-G will refund the Customer the price paid along with any applicable shipping costs. If the purchase included only the unavailable product, or in the case of multiple orders, only the shipping costs related to the unavailable product will be refunded.

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For multiple-item orders, the unavailability of one or more products does not entitle the Customer to cancel the entire Order.

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1.5 PURCHASE PROCEDURE

 

The User can purchase products available on the Website by completing the order submission process, following the instructions provided, which are available only in Italian. The User can view the products through their respective Product Sheets and add them to the Cart to proceed with the order submission.

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Before placing the order, the User will be shown an Order Summary in the Cart, which includes the selected products, their price (inclusive of taxes), shipping costs, and any additional charges (if applicable). The User can review and correct any errors in the form fields before submitting the order. Additionally, the User will be able to review these Terms and Conditions, a summary of shipping costs, and the Privacy Policy.

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To finalize the order, the User must click the order completion button and proceed with payment using the selected method.

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By placing an Order, the Customer declares that they have reviewed all the information provided during the purchase process, fully accept these Terms and Conditions, and explicitly acknowledge and accept that doing so entails the obligation to pay the price and any additional charges as per these Terms and Conditions.

Additionally, the Customer acknowledges that the order cannot be modified or canceled after it has been shipped.

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1.6 CONTRACT CONCLUSION

 

The Contract between the Seller and the Customer is considered finalized only when the Seller accepts the order by sending an email confirmation ("Order Confirmation"), which constitutes acceptance of the purchase proposal. Only the products specified in the Order Confirmation will be subject to the Contract.

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The Seller reserves the right, at its sole discretion, to reject the order, including but not limited to the following cases:

• The order cannot be processed due to:

• Errors in the information provided by the User when placing the order (e.g., payment card details, expiration date, etc.);

• Incorrect billing address;

• Insufficient or incorrect shipping address;

• Misleading information;

• Inability to deliver the product to certain remote geographical areas.

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bAn error on the Website regarding the price, product description, or product availability has occurred.

In such cases, the Seller will proceed with the cancellation of the order and issue a refund for any amounts already paid by the User.

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Subsequently, the Customer will receive an email confirmation when the order is being shipped. This email will contain a tracking number, which will generally become active 24 hours after receipt ("Shipping Confirmation").

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The purchase contract will be considered terminated in case of non-payment, even partial, of the total amount due ("Total Amount Due"), which includes the product price, shipping costs (if applicable), and any additional charges specified in the order. If the Total Amount Due is not paid, or if payment is not successfully confirmed, the purchase contract will be automatically terminated under Article 1456 of the Italian Civil Code. The Customer will be promptly notified of the contract termination and the cancellation of the order.

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1.7 PAYMENT

 

The available payment methods on the Website are as follows:

• PayPal: Payments via PayPal are accepted. If the User selects this payment method, they will be redirected to the PayPal website to complete the payment according to the procedures outlined there, which may require additional security steps, such as receiving confirmation emails. PayPal uses the most recent and updated SSL security protocols and data encryption. In the event of order cancellation or other situations requiring a refund, the corresponding amounts will be refunded via the PayPal account, unless otherwise agreed with HI-G.

• Bank Transfer (Bonifico Bancario): Payments via Bank Transfer are also accepted. If the User chooses this payment method, they will be provided with the company IBAN to complete the payment according to the procedures outlined, which may also require additional security steps, such as receiving confirmation emails. In the case of order cancellation or other situations requiring a refund, the corresponding amounts will be refunded via Bank Transfer, unless otherwise agreed with HI-G.

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1.8 PRICES

 

The sale prices displayed on the Website are in Euros and include VAT (if applicable) and any other taxes.

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The price applied to the contractual relationship between HI-G and the Customer will be the one valid at the time of the order and indicated in the Order Confirmation, without considering any subsequent price increases or decreases, including those resulting from promotions.

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1.9 DUTIES, TAXES, AND OTHER FISCAL CHARGES FOR NON-EU CUSTOMERS

 

In the case of a purchase by a non-European Union customer, please note that the price will be shown without VAT, and customs duties, taxes, and other fiscal charges required by the importing country may apply. It is not possible to predict if and what costs may be incurred for customs clearance. The payment of these charges is the responsibility of the customer.

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For further information, please contact the customs office of your country.

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HI-G does not accept requests for false declarations regarding the value of goods purchased and shipped to non-EU countries.

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1.10 INVOICING

 

Upon the Customer's request, HI-G will issue an invoice using the information provided by the Customer, which the Customer guarantees to be accurate. The invoice will be sent via email to the Customer. After the invoice has been issued, no changes can be made to the information indicated on it.

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1.11 SHIPPING AND DELIVERY OF PRODUCTS

 

Shipping is entrusted to national and international carriers, who typically operate from Monday to Friday, excluding public holidays.

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For more information on shipping, please refer to our Shipping Policy.

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1.12 DELIVERY RESTRICTIONS

 

Please note: Shipments are not made to (IF ANY).

No shipments are allowed to PO boxes or automated parcel collection points. Orders are shipped via courier, and a physical person is required to sign upon delivery of the package.

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1.13 DELIVERY TIMES

 

Products available in stock will be handed over to the courier within approximately 14 working hours from the order receipt (timing may vary during high seasons and/or holidays). In any case, the Customer will be informed of the shipment via the Shipping Confirmation email.

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Delivery times for Italy and Europe can range from a minimum of 3 to a maximum of 20 working weeks, and in any case, within 6 months from the conclusion of the Contract.

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Delivery times for non-EU countries may vary depending on the destination country.

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These terms should be considered indicative and non-essential. Any changes to these will be promptly communicated by HI-G to the Customer via email.

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1.14 SHIPPING COSTS

 

Each individual order will incur specific shipping costs, which will be agreed upon with the Seller. The customer may also choose to use their own courier and will not incur any shipping charges through HI-G.

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In the event of the recipient’s absence at the specified address, the assigned courier will contact the recipient by phone or send an email notification, and will attempt a new delivery in the following days. If delivery cannot be made in the following days due to the recipient’s absence, the ordered products will be held at the relevant branch, accumulating storage fees charged to the Customer. After the storage period has expired without delivery, the products will be returned to the Seller and the order will be canceled under Article 1456 of the Civil Code, except for the right to claim compensation for damages resulting from transportation and storage costs, which HI-G reserves the right to deduct from the refund.

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The risk of loss or damage to the products, for reasons not attributable to the Seller, is transferred to the Customer when the Customer, or a third party designated by them and other than the carrier, physically takes possession of the product.

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1.15 ATTENTION UPON DELIVERY

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As the products may be prone to breakage or damage during shipping, before accepting the package, please ensure the following:

• The number of parcels being delivered matches the number of parcels indicated in the delivery document.

• The packaging is intact and has not been altered, including the closure materials.

• The package is delivered with due care and attention by the carrier.

• Sign with a "RESERVE OF CONTROL" if there are any anomalies, or if the package is not intact or altered, as specified further.

• Check the integrity of the contents within 24 hours of delivery.

• Take photographs of the item from multiple angles as received from the courier

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1.16 SPECIFIC RESERVATION UPON DELIVERY

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Before accepting the package, make sure to check the condition of the packaging and its contents.

The Customer has the right to perform checks and ACCEPT the package WITH A RESERVATION if they believe there are reasons to do so, without rushing or fearing to place reservations.

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It is the responsibility of the carrier to transport and deliver the goods with care, ensuring no damage occurs during transport. Therefore, in the event of anomalies during delivery, such as a damaged package or packaging due to the carrier’s actions, the carrier is responsible for hidden damage caused during transport.

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To assert this responsibility, it is necessary to accept the delivery with a SPECIFIC RESERVATION, which must be well-motivated, by writing "ACCEPTED WITH RESERVATION FOR CONTROL" + THE REASON.

Examples:

• "ACCEPTED WITH RESERVATION FOR SUSPECTED TAMPERING": If the package appears to be opened or not fully sealed.

• "ACCEPTED WITH RESERVATION FOR IMPROPER HANDLING": If the delivery is not carried out with due care or diligence by the carrier.

• "ACCEPTED WITH RESERVATION FOR VISIBLY DAMAGED PACKAGE": If the parcel shows visible damage or appears altered.

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1.17 RIGHT OF WITHDRAWAL

 

The Consumer Customer has the right of withdrawal, which means the right to return the goods and receive a refund for what was paid.

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The right of withdrawal is excluded in the case of purchases of sealed products that cannot be returned for hygiene or health protection reasons and have been opened after delivery (Article 59, letter e) of the Consumer Code). Most of the products we sell, such as Relays, fall into this category, as they are products that for hygiene reasons cannot be returned, especially when they come into direct contact with infant formula. Therefore, we cannot accept returns of products that have been opened after delivery.

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In cases where the right of withdrawal is not excluded, we offer an extended period for exercising this right. Instead of the legal deadline of 14 days, the HI-G Customer may exercise the right of withdrawal within 30 days ("Withdrawal Period") from the day the Consumer or a third party, different from the carrier and designated by the Consumer, acquires physical possession of the product. In the case of the purchase of multiple products, the withdrawal period begins on the day of delivery of the last product, or in the case of products purchased in multiple batches or pieces, from the day of delivery of the last batch or piece.

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To exercise the right of withdrawal, the Customer must inform the Seller, before the expiration of the Withdrawal Period, of their decision to withdraw, by means of a clear statement of their decision to withdraw from the contract ("Withdrawal Statement"), for which a model is provided at the following link, indicating in the subject: "exercise of the right of withdrawal"; and in the body of the email: order number, order date, the product(s) for which they intend to exercise the right of withdrawal, to be sent to: info@higrelays.it.

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The return of products is the customer's responsibility, including arranging and paying for the courier. Therefore, we are not liable for any loss or damage that may occur during transit.

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Within fourteen (14) days from the Withdrawal Statement, the Customer must return the product carefully packed, protected, intact, and complete with all accessories, manuals, original labels, using the original packaging in which it was received.

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Upon its arrival at HI-G's warehouse, the product's condition will be verified, and HI-G reserves the right to withhold the refund until this verification is completed.

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The Customer expressly acknowledges and accepts that, as a result of the verification, the return request will be denied, and the purchased product will be returned to the Customer, with shipping costs charged, in the following cases:

• If the product's original packaging is missing, tampered with, or damaged by the Customer.

• If the product is missing parts, accessories, or original labels.

• If the product is damaged for reasons other than shipping, or if there are anomalies in the product's condition.

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Notwithstanding the above, the Customer who exercises the right of withdrawal is responsible for any decrease in the product's value resulting from handling the products in a way other than necessary to establish their nature, characteristics, and functionality. In this case, the amount to be refunded will be reduced by the value decrease. The Customer will be informed of this by communication within 3 days of receipt of the goods at the warehouse. If a refund has already been issued, the Seller will provide the Customer with the bank details for the payment due due to the decrease in the product's value.

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1.18 WARRANTIES

 

The products sold on the Site are covered by the Legal Guarantee of Conformity as outlined in Articles 129 and following of the Consumer Code, which is reserved for consumers under Article 3, paragraph 1, letter a) of the Consumer Code. The Legal Guarantee of Conformity applies when the conformity defect appears within 2 years from the delivery of the product ("Warranty Period").

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The Legal Guarantee does not cover defects caused by:

• Accidental events or caused by the Customer themselves.

• Improper use of the product, not in line with its normal intended use or the technical documentation attached.

• Handling of the product by third parties designated for installation.

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The battery power tends to decrease naturally if subjected to intensive or inappropriate use. Therefore, any power reduction occurring after 12 months from the purchase date cannot be considered a conformity defect.

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In the event of a conformity defect, the Customer is entitled to:

• Restore the product's conformity.

• A proportional price reduction.

• The termination of the contract.

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For the restoration of conformity, the Consumer may choose between repair or replacement, provided that the chosen remedy is not impossible or, compared to the alternative remedy, does not impose disproportionate costs on the Seller, taking into account all circumstances, particularly the following:

• The value the good would have had in the absence of the conformity defect.

• The extent of the conformity defect.

• The possibility of using the alternative remedy without significant inconvenience for the Consumer.

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The Consumer is entitled to a proportional reduction in the price or to terminate the sales contract:

• If the Seller has not repaired or replaced the product.

• If a conformity defect appears despite an attempt to restore the product's conformity.

• If the conformity defect is so severe that it justifies a price reduction or contract termination.

• If the Seller has declared or it is clear from the circumstances that they will not restore the conformity of the good within a reasonable period or without significant inconvenience for the Consumer.

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The Consumer does not have the right to terminate the contract if the conformity defect is minor. It is up to the Seller to determine the minor nature of the defect.

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If there is a conformity defect, the Customer may contact Customer Service within the Warranty Period by email at the address listed in the header, providing the order number and attaching photos of the defect.

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The product being complained about for the conformity defect must be shipped to HI-G, which will bear the return shipping costs or will assign its own carrier for the pickup.

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2.0 PRIVACY AND COOKIE POLICY

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For information regarding the processing of personal data conducted by the Site, we invite you to read the Privacy Policy.

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For details regarding cookies, which are small text files that store information about visitors' preferences to improve site functionality, simplify navigation by automating procedures, and analyze the use of the Site, we invite you to read the Cookie Policy.

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2.1 INDEMNITY

 

The User agrees to use the Site and the Products purchased on the Site solely in accordance with these Terms and Conditions, for lawful purposes, and in any case without infringing the rights of the Seller and/or third parties. The User agrees to indemnify the Seller, its employees, or collaborators from any claims for damages or demands made by third parties for actions or omissions of the User in connection with their interaction with the Site or in relation to purchases of products on the Site.

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2.2 DISCLAIMER OF LIABILITY

 

HI-G disclaims any responsibility for any failure to fulfill its contractual obligations due to force majeure or unforeseen circumstances, including but not limited to: acts of war or terrorism, strikes, national or local states of emergency, failure of transportation infrastructure, interruptions in the supply of electricity or other utilities, earthquakes, and other natural disasters.

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HI-G will not be liable for any damages, losses, or costs incurred by the Buyer due to the non-performance of the contract for reasons not attributable to its fault or gross negligence. In any case, the Buyer shall be entitled only to the full refund of the price paid and any associated costs incurred.

2.3 INTEGRALITY

 

These Terms and Conditions consist of all the clauses that make them up. If one or more provisions of these Terms and Conditions are considered invalid or declared as such by law or by a decision from a competent authority, the remaining provisions will continue to be fully valid and effective.

2.4 APPLICABLE LAW AND JURISDICTION

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All contractual relationships between the parties and these Terms and Conditions are governed by Italian law. For any dispute regarding the application, interpretation, and execution of these Terms and Conditions, the court of the place where the Consumer resides or has elected domicile shall have exclusive jurisdiction.

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2.5 ALTERNATIVE DISPUTE RESOLUTION

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The Customer may use the Conciliation Procedure (ADR procedure) RisolviOnline, an independent and institutional service provided by the Arbitration Chamber of the Milan Chamber of Commerce. This service allows for a satisfactory agreement, with the help of a neutral and competent conciliator, in a friendly and secure manner over the internet. For more information on the RisolviOnline regulation or to submit a request for conciliation, visit www.risolvionline.com.

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The Seller informs Consumers that a European platform for the online resolution of consumer disputes (the so-called O.D.R. platform) has been established. The O.D.R. platform is made available by the European Commission at the following link: http://ec.europa.eu/consumers/odr/. The Customer Consumer retains the right to approach the competent ordinary court for any disputes arising from these Terms and Conditions, regardless of the outcome of the aforementioned extrajudicial resolution procedure, as well as the possibility, if the conditions are met, to initiate an extrajudicial dispute resolution procedure under Part V, Title II-bis of the Consumer Code.

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2.6 INTELLECTUAL PROPERTY

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The entire Site, along with its individual elements (photographs, texts, videos, logos, etc.), as well as these legal documents, constitute works protected by the Industrial Property Code and the Copyright Law.

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Any total or partial reproduction, download, modification, or use of trademarks, videos, logos, and any other element on this Site, for any reason and on any medium, is strictly prohibited without the prior written consent of the respective owners.