Refund policy
RETURNS, REFUNDS AND RIGHT OF WITHDRAWAL POLICY
Last updated: October 12, 2026
This policy governs the return of products purchased through www.mdm-tools.com, operated by LMF di Frattarolo Luca, an Italian sole proprietorship trading under the commercial name MDM Tools, VAT number IT13066230965.
1. Right of Withdrawal Within 14 Days
Customers purchasing as consumers have the right to withdraw from the contract within 14 days of receiving the product, without providing any reason, where provided by Italian consumer protection law.
For orders containing multiple items delivered separately, the withdrawal period generally begins when the final item is received.
To exercise the right of withdrawal, consumers must send a clear statement to:
We recommend including the order number, the relevant product and sufficient information to identify the purchase.
Consumers may also use the model withdrawal form provided at the end of this policy.
2. Conditions for Returning Products
Consumers may inspect and test products to the extent necessary to establish their nature, characteristics and functioning, as they would be permitted to do in a physical store.
We recommend returning products with their accessories, labels and, where available, original packaging, adequately protected for transportation.
The absence of original packaging or the mere inspection of a product does not automatically invalidate the right of withdrawal.
Consumers may be responsible for any reduction in the value of goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning, in accordance with applicable law.
3. Return Procedures and Costs
To initiate a withdrawal, consumers must communicate their decision by emailing:
Products must be returned to:
MDM Tools – LMF di Frattarolo Luca
Via Boccaccio 229
20099 Sesto San Giovanni (MI)
Italy
The withdrawal notice must be sent within 14 days of receiving the product.
Goods must then be returned within 14 days of communicating the withdrawal.
For returns due to a change of mind, direct return shipping costs are borne by the consumer, provided that this information was properly disclosed before purchase, unless otherwise agreed or required by law.
Consumers may arrange return shipping through a carrier of their choice or request assistance from MDM Tools.
If MDM Tools arranges a paid collection service, the relevant cost will be communicated and agreed in advance.
For bulky, heavy or industrial products that cannot normally be returned by post, including machine tools and industrial equipment, any direct return cost payable by the consumer, or a reasonable estimate, must be disclosed before purchase where required by law.
Consumers are encouraged to contact MDM Tools before returning goods to facilitate the process. However, prior authorization is not required to exercise the statutory right of withdrawal.
4. Refunds
Where a consumer validly exercises the right of withdrawal, MDM Tools will reimburse the payments received for the returned products and, where required by law, the original standard delivery costs.
Additional costs resulting from the customer's choice of a delivery method more expensive than the standard option offered are not refundable.
Refunds will be processed without undue delay and no later than 14 days after receiving the withdrawal notice.
MDM Tools may withhold reimbursement until the goods have been received or the consumer provides evidence of having returned them, whichever occurs first.
Refunds will be made using the same payment method used for the original purchase, unless otherwise expressly agreed, without additional charges to the consumer.
No automatic administrative fees are charged solely for exercising the statutory right of withdrawal.
5. Damaged, Defective or Incorrect Products
Customers receiving damaged, defective or incorrect products are encouraged to contact us promptly at:
Including the order number and photographs of the product and packaging may help us process the request.
Failure to report an issue immediately does not affect mandatory consumer rights.
Where a defect is covered by the statutory legal guarantee of conformity, MDM Tools will provide the remedies required by law at no cost to the consumer.
Necessary costs associated with remedies under the legal guarantee, including transportation costs, will be borne by the seller in accordance with applicable legislation.
6. Products Excluded From the Right of Withdrawal
The right of withdrawal does not apply in circumstances expressly excluded by applicable law.
These may include:
-
Products made to the consumer's specifications or clearly personalized.
-
Sealed goods unsuitable for return for health protection or hygiene reasons, where the seal has been broken after delivery.
-
Other goods and services expressly excluded under applicable legislation.
A product being used, discounted or on promotion does not automatically exclude the statutory right of withdrawal.
Mandatory rights under the legal guarantee of conformity remain applicable where provided by law.
7. Used Machinery and Industrial Equipment
MDM Tools also sells used machine tools, industrial machinery and equipment, often available as individual units.
Product characteristics, condition and known defects are described in the relevant product listings or commercial quotations.
For distance purchases made by consumers, mandatory Italian consumer protection rules apply, including the right of withdrawal where applicable and the legal guarantee of conformity.
For purchases made by companies or professionals for business purposes, returns and cancellations are subject to the agreed contractual conditions and applicable law.
Any agreement to sell goods in their existing condition cannot restrict mandatory consumer rights.
8. Business and Professional Purchases
The statutory 14-day consumer right of withdrawal is reserved for customers purchasing as consumers.
For purchases made by businesses or professionals for purposes related to their activities, voluntary returns, exchanges or cancellations must be agreed with MDM Tools in advance, without prejudice to rights provided by applicable law.
In particular, voluntary returns of industrial machinery, professional equipment and used goods purchased for business purposes will be assessed individually, taking into account the agreed sale conditions.
Applicable statutory warranties and legal responsibilities remain unaffected.
9. Exchanges and Replacements
To request an exchange of size, model or product, customers may contact:
Our customer service team will check the availability of the replacement product and provide instructions, including any applicable costs.
For voluntary exchanges unrelated to conformity defects, any return shipping and replacement delivery charges will be communicated before proceeding.
Voluntary exchange procedures do not restrict statutory withdrawal rights or rights under the legal guarantee of conformity.
10. Legal Guarantee
Consumer purchases are covered by the statutory legal guarantee of conformity provided under Italian consumer protection legislation.
The ordinary legal guarantee period is 24 months from delivery.
For used goods, a shorter period may be expressly agreed where permitted by law, but it cannot be less than 12 months.
Without a valid agreement reducing this period, the ordinary statutory guarantee period applies.
Where goods do not conform to the contract, consumers may request the remedies provided by law, including repair, replacement, price reduction or termination of the contract, subject to the applicable legal conditions.
Business-to-business transactions are governed by the relevant provisions of the Italian Civil Code and any validly agreed contractual conditions.
11. Contact Information and Addresses
For requests concerning returns, refunds, warranties or after-sales assistance, please contact:
MDM Tools – LMF di Frattarolo Luca
Registered office:
Via Cesare Battisti 16
20099 Sesto San Giovanni (MI)
Italy
Warehouse and return address:
Via Boccaccio 229
20099 Sesto San Giovanni (MI)
Italy
VAT number: IT13066230965
Email: info@mdm-tools.com
Website: https://www.mdm-tools.com
This policy forms part of the Terms and Conditions of Sale published on our website.
All mandatory consumer rights provided by applicable legislation remain unaffected.
12. Model Withdrawal Form
Consumers may use the following form to exercise their right of withdrawal. Use of this form is optional.
To:
MDM Tools – LMF di Frattarolo Luca
Via Boccaccio 229
20099 Sesto San Giovanni (MI)
Italy
Email: info@mdm-tools.com
I hereby give notice that I withdraw from my contract of sale relating to the following goods or services:
Product/service: ____________________
Order number: ____________________
Order date: ____________________
Date the product was received: ____________________
Consumer's full name: ____________________
Consumer's address: ____________________
Date: ____________________
Signature (only if this form is submitted on paper): ____________________
MDM Tools is the online store operated by LMF di Frattarolo Luca, an Italian sole proprietorship – VAT IT13066230965.