Customer Services

Orders

Orders placed through the website are valid and represent the customer's (buyer's) willingness to purchase goods from the seller, which must be confirmed by payment. The order is not binding on the seller even with payment. The seller always has the right to refuse the order, and in the case of an order already paid for, the amounts paid will always be refunded. Order confirmation will imply acceptance of the order by the seller and will constitute a prerequisite for the commercial agreement. Likewise, by proceeding with shipping, the seller accepts the customer's order and proceeds to fulfill it.

Order Management

Orders are accepted exclusively through the website. The user can change their personal information registered on the website at any time but is obliged to provide all necessary information to complete orders and deliver goods. Failing this, the seller will be relieved of all responsibility regarding the completion of the same.

Shipping and Delivery

Orders are shipped by couriers and shipping and delivery services. Shipping is, where agreed, insured and always at the customer's expense. The necessary charges for shipping are also at the customer's expense. By placing an order, the customer undertakes to receive the goods and verify the integrity of the shipment, immediately notifying the seller of any discrepancies.

Please note: Always check the 'further information' section to see which warehouse each product is shipped from. PlanetShooters uses 3 different warehouses in Italy plus one in the United States. For items shipped from the latter, shipping can vary from 2 to 4 weeks, barring delays due to customs procedures.

Shipping Costs

Shipping costs amount to €12 for weights up to 5kg. In the case of shipments weighing more or with multiple packages, rates will be applied based on the actual weight and volume of the shipment.

ITAR and EAR Restrictions

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Payments, Prices and Promotions

Payments must be made, unless otherwise agreed in writing with the seller, at the time of order confirmation and in any case before the goods are shipped. The agreed price for the ordered goods is that stated in the order confirmation. Any promotions are at the seller's discretion and will only be valid if confirmed by the seller.

Payment Methods

Accepted payment methods are:

• Credit Card;
• Postepay;
• Cash on Delivery (+€10);
• Bank Transfer;
• PayPal.

Coupon Codes

Coupon codes entitle you to a discount applied to the total cart value. The discount varies depending on the coupon code. Shipping costs and ancillary payment costs (cash on delivery) are excluded from the coupon discount. Coupon codes have an expiry date indicated on the coupon itself. Coupon discounts cannot be combined with other discounts and promotions in force. The coupon code can be used only once. To use it, you must be registered as a customer. Coupon codes can only be applied to available products. Coupon codes used on unavailable products will be cancelled.

Returns and Refunds

For information on returns and refunds, please consult
https://www.planetshooters.com/policies/refund-policy

B-Stock

"B-stock" refers to a product returned by a customer due to an incorrect purchase or replaced under warranty, and which can no longer be sold as "A-stock". These products are offered at a special reduced price, are fully functional, and are covered by a full warranty (2 years warranty and 15-day money-back guarantee). Items may sometimes show traces of use or scratches and may not arrive in their original packaging, but they are always checked before being shipped. Please note: these offers are limited, and we often receive only one unit. Availability is therefore not guaranteed.

Privacy and Security

Privacy, the regulatory details of which are available at https://www.planetshooters.com/policies/privacy-policy
is a value that we consider sacred and fundamental to a relationship of mutual trust. Security is therefore essential for us. We always strive to provide the highest level of security to guarantee the privacy of our customers and to protect it in compliance with the commercial activities that are established. We therefore ask you to immediately report any privacy and/or security issues to us; we will take care to examine your report and integrate it into our processes.

Legal Guarantee

Pursuant to articles 128 et seq. of the Consumer Code, all products sold by D&R EUROPE SRL, through the website www.planetshooters.com, are covered by the legal guarantee of conformity.

The legal guarantee protects the consumer if the product presents a defect of conformity existing at the time of delivery and manifested within the legal term. The guarantee is free and cannot be excluded or limited.

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Guarantee Duration

The legal guarantee has a duration of 24 months from the delivery of the goods.

In the case of used goods, where expressly provided at the time of purchase, the duration may be reduced to 12 months, within the limits permitted by law.

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Who it applies to

The legal guarantee applies to purchases made by consumers, understood as natural persons acting for purposes unrelated to their entrepreneurial, commercial, craft, or professional activity.

Unless otherwise provided, the legal guarantee governed by the Consumer Code does not apply to purchases made with a VAT number for professional purposes.

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Who is responsible

The consumer must contact D&R EUROPE SRL directly, as the seller.

The legal guarantee is indeed provided by the seller and does not replace any conventional guarantees offered by the manufacturer.

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What to do in case of a conformity defect

If the purchased product has a conformity defect, the customer must contact our customer service providing:

• order number or proof of purchase
• detailed description of the defect found
• any useful photographs to document the problem

Support contacts:
Email: info@planetshooters.com
Phone: +39 041 5403440
Address: Via Liguria 5, 30030 Martellago Venezia (Italy)

It is advisable to keep proof of purchase for exercising warranty rights.

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Remedies provided by law

In the presence of a conformity defect, the consumer has the right, free of charge, to have the goods restored to conformity through:

1. repair, or
2. replacement

provided that the requested remedy is not impossible or excessively burdensome.

If repair and replacement are not possible, are not carried out within a reasonable time, or cause significant inconvenience to the consumer, the latter may be entitled, in cases provided for by law, to:

• proportional price reduction, or
• termination of the contract

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Burden of proof

Unless proven otherwise, conformity defects that manifest within 1 year from delivery are presumed to have already existed at that date.

If the defect manifests later, it will be up to the consumer to prove that the defect was original.

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Exclusions

The legal guarantee does not cover damages or defects resulting, for example, from:

• improper or non-conforming use of the product
• neglect, shocks, falls, or accidental damage
• tampering or unauthorized interventions
• normal wear and tear of the product
• use of unsuitable accessories or incorrect assembly not attributable to the seller

The consumer's rights provided for by current legislation remain unaffected in any case.

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Manufacturer's conventional warranty

Any commercial or conventional guarantees offered by the manufacturer are additional and do not replace or limit the legal guarantee of conformity.

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Technical note (specialized sector)

For technical products, components, and accessories intended for specialized use, D&R EUROPE SRL reserves the right to carry out a preliminary technical check of the product.

In such cases, the product may be required to be returned to our premises to ascertain the nature of the defect and verify its conformity, in compliance with the consumer's rights provided by law.