Right of Withdrawal (consumers only)
Customers changing their mind about their online purchase have the right to return the products without providing any justification within 14 days from the day on which they, or a third designated party, have acquired physical possession of the products.
The products must be returned intact, unused, and in their original packaging. The consumer is responsible for any diminished value of the goods handled beyond what is strictly necessary to verify their nature and functioning.
Returning products that are already worn, partially damaged, or missing chips (in the case of frames) may result in the forfeiture of the right of withdrawal.
To initiate the withdrawal procedure, customers are invited to follow the instructions below - "Return and refund procedures" - indicating "Right of withdrawal" as the specific reason.
Return shipping costs will be borne by the customer, including any import duties and charges related to shipping products from non-EU countries back to Italy. These costs and charges will be deducted from the amount refunded to the customer following the exercise of the right of withdrawal.
Exceptions to the right of withdrawal
The right of withdrawal does not apply to customized products, such as frames and bicycles made to measure using the configurator. Due to their unique nature, these products are individually assembled and painted according to the customer's specifications.
Statutory guarantee of conformity (consumers only)
In the event of defects in conformity/damage in the products received, the consumer customer has the right to have the product restored to conformity, through repair or replacement, or to access the alternative remedies expressly provided for by the law.
Customers who receive a damaged, non-compliant, defective, or incorrect product may request repair or replacement, or, where the initial remedies are not possible, a full refund of the cost of purchasing the item.
The purchased products are covered by the legal guarantee of conformity, which covers defects of conformity of the products for a maximum period of 24 (twenty-four) months from the relevant delivery, it being understood that the customer's action aimed at asserting the aforementioned defects of conformity expires in any case within the term of 26 (twenty-six) months from the relevant delivery.
If a lack of conformity is found, the consumer customer must notify the seller within two months of discovery, under penalty of forfeiture of the right to the guarantee.
To request a refund, customers are invited to follow the instructions indicated in the next paragraph - "Return and refund procedures" - indicating "Damaged, non-compliant product " as the specific reason.
The authorization to return the product will in no way constitute recognition of non-conformity, the existence of which must be verified by DIAMANT Srl following the return of the product, after having carried out the appropriate quality controls, to verify the actual non-conformity of the returned product.
If the product is found to be non-compliant, DIAMANT Srl will replace it or refund the price using the same payment method used for the purchase.
Warranty Extension for Registered Products
Please read the link "Ducati Cycling Warranty Policy", which indicates the possibility of obtaining a warranty extension if you register your purchase of products online.
How to Process a Return – Step by Step
START A RETURN
- Initiate Your Request: Access our online Returns Portal (via the “Returns” section in your account, through the link on our Returns page, or by following the instructions you will find inside the package). You will only need to enter your order number and the associated email/phone number.
- Select the Items to Return: Within the portal, select the products you wish to return and choose the return reason (optional; your feedback helps us improve).
- Prepare the Package: Place the items in their original packaging along with all accessories and tags. If you no longer have the original box, you may use any suitable packaging, but ensure the products are protected.
- Attach the Shipping Label:
EU returns: After processing your return online, you will be able to either download the return label that you will receive by email and print it. Affix the return label to the box you are returning the item in, covering the original shipping label. Important: If there are any old labels on the box, cross them out or remove them to avoid confusion during shipping.
EXTRA EU returns: After processing your return online, you will be able to download the return label that you will receive by email. Affix the return label to the package, covering the original shipping label. Important: If there are any old labels on the box, cross them out or remove them to avoid confusion during shipping. - Package Drop-off: Take the package to the agreed location. You may drop it off at any authorised drop-off point. You will find the available locations in the instruction email that you will receive after registering the request in the Returns portal. Each country may have different logistics providers, and you will be specifically directed to the corresponding one. No payment is required when dropping off the package.
- Confirmation and Tracking: Once you have delivered the package, we will handle the rest. You can track your return status in the portal (each label includes tracking information). We will send you an email confirmation once we receive the package at our warehouse and begin processing your return.
- Processed Refund: After verifying the returned products, we will proceed according to your initial selection. If you requested a refund, we will credit the corresponding amount to your original payment method. You will receive a final email notification once the process is complete. From that moment, the time it takes to see the money in your account may vary. If more than 10 days pass without the refund appearing, please get in touch with us for assistance. You can also opt to exchange the returned product for another product, when available, or be assigned a gift card for the corresponding value.
Return shipping costs
Return shipping costs are the responsibility of customers when they perform the right of withdrawal within 14 days of receiving the goods, product exchanges, or for any other reason not covered by the statutory and/or additional guarantee. The return shipping costs, as well as any import duties and charges related to shipping products from non-EU countries back to Italy, will be deducted from the refundable amount.