Refund policy
Refund Policy
Last updated: July 2, 2026
This information governs the management of returns, withdrawals, cancellations and refunds for purchases made on www.carcamp.it.
Carcamp.it is the commercial name of the e-commerce. Carcamp is a trademark of F.lli Menabò S.r.l.
Seller data
Owner and seller: F.lli Menabò S.r.l.
Registered office: Via 8 Marzo 3, 42025 Cavriago (RE), Corte Tegge, Italy
Operational headquarters and showroom: Via 8 Marzo 4, 42025 Cavriago (RE), Corte Tegge, Italy
Location for authorized returns: Via 8 Marzo 4, 42025 Cavriago (RE), Corte Tegge, Italy
Tax code and VAT number: IT00176860351
SDI code: AU7YEU4
PEC: flli-menabo@pec.it
Email orders, returns and assistance: info@carcamp.it
B2B Emails: b2b@carcamp.it
Telephone Carcamp: +39 351 308 5255
Company telephone: +39 0522 942840
Customer Support Menabò: +39 0522 1750280
1. Difference between cancellation and return
Cancellation of the order or items
Cancellation can be requested when the order has not yet been shipped, prepared or entrusted to the courier.
At this stage, when accessing the customer portal, you may see the button “Cancel articles”. This function allows you to request the cancellation of selected items, if still possible based on the order status.
Return or right of withdrawal
The return concerns a product already received by the customer.
If you purchase as a consumer, you can exercise your right of withdrawal within 14 days from delivery, without having to provide any reasons, except in the cases of exclusion provided for by law.
If the order has already been prepared, processed or entrusted to the courier, it may no longer be possible to cancel it directly. In this case, once you have received the product, you may possibly exercise the right of withdrawal, if applicable.
2. Right of withdrawal for consumer customers
If you buy how consumer, that is, as a natural person who makes the purchase for purposes not related to his commercial, entrepreneurial, artisanal or professional activity, you have the right to withdraw from the purchase within 14 days from delivery of the productwithout having to provide any reason.
In the case of an order consisting of multiple products delivered separately, the 14-day period starts from the day you receive the last product.
In the case of a product composed of multiple batches or pieces delivered separately, the deadline starts from the day you receive the last batch or piece.
To comply with the withdrawal deadline, it is sufficient to send the communication relating to the exercise of the right of withdrawal before the expiry of the 14 day period.
The right of withdrawal concerns the consumer's change of heart. It does not replace the legal guarantee of conformity, which remains applicable in cases of defective, non-compliant, damaged or different products from those ordered.
3. How to request a return from the customer portal
To make the procedure simple, safe and traceable, we recommend that you request the return by accessing your customer portal up www.carcamp.it.
- Log in to your customer account at www.carcamp.it using the email address indicated when ordering.
- Enter the section “Orders”.
- Select the order for which you wish to request cancellation or return.
- If the order has not yet been shipped, prepared or entrusted to the courier, you may see the button “Cancel articles”.
- If the order has already been delivered and falls within the terms established for the right of withdrawal, use the withdrawal function or made available in the customer portal, where present.
- Select the product or products you wish to return.
- Check the request summary carefully.
- Confirm sending the request using the appropriate button.
- After sending you will receive a confirmation via email to the address associated with the order.
- Wait for Carcamp instructions before shipping the product, delivering it personally or definitively preparing the package for collection.
If the automatic function is not available for a specific order or if you encounter technical difficulties, it remains possible to communicate the withdrawal via an explicit declaration sent to info@carcamp.it, provided it is transmitted within the deadlines established by law.
4. If you don't see the return or cancel button
If you don't see the button to request a return or cancellation, it is possible that:
- the period of 14 days from delivery has expired;
- the order is already in a processing phase that does not allow automatic cancellation;
- the product is not returnable according to the exceptions provided by law;
- the order was placed as a professional customer, company, retailer or VAT number;
- manual verification by customer service is necessary;
- the automatic function is not available for that specific order or product;
- a temporary technical problem has occurred.
In these cases you can contact us at info@carcamp.it, indicating the order number, the product concerned and the reason for the request.
It is always possible to exercise the right of withdrawal via an explicit declaration sent via email, as long as the communication is sent within the deadlines established by law.
5. Data necessary to request the return
To correctly manage the request, we may ask you to indicate:
- customer's name and surname;
- order number;
- product or products for which the return is requested;
- email address used for the order;
- telephone number;
- address at which to organize any collection;
- reason for the request, if you wish to indicate it;
- any photographs of the product, packaging and pallet, if present.
The consumer's right of withdrawal can be exercised without having to provide any reason. However, any additional information can help us better manage the case, organize the collection and correctly verify the status of the goods.
6. Return of the product
After having exercised the right of withdrawal, the product must be returned without undue delay and in any case within the terms established by the applicable legislation.
When Carcamp directly organizes the collection via a designated courier, the customer must follow the instructions received and make the product available on the agreed day and place.
It is permitted, only by prior written agreement with Carcamp, for the customer to personally bring the package back to the operational headquarters in Via 8 Marzo 4, 42025 Cavriago (RE). Personal delivery must take place at the times and according to the methods agreed in advance.
The return to the operational headquarters must not be carried out without prior agreement. Unauthorized deliveries, out of hours or without the necessary documentation may not be handled correctly.
A shipment or delivery made without first having communicated the withdrawal or without having received operational instructions can generate delays, problems in identifying the order, difficulties in verifying the goods and difficulties in managing any insurance coverage. The mandatory rights of the consumer always remain intact.
7. Management of return transport
To ensure greater safety in the handling of goods, Carcamp can directly organize the collection of the product via an appointed courier.
Return transport will be managed with insured shipping, so as to protect both the customer and Carcamp in the event of damage, loss or disputes during transport.
The customer shall not ship the product themselves without receiving instructions from Carcamp, unless otherwise agreed in writing.
Direct collection management allows you to track the return of the goods, use transport more suited to the type of product and correctly manage any insurance coverage.
8. Return costs for consumer customers
In the event of exercise of the right of withdrawal by a consumer customer, the direct costs of returning the product are borne by the customer, unless otherwise agreed in writing or unless the return depends on a lack of conformity, shipping error or other liability attributable to Carcamp.
Since Carcamp can directly organize the collection via appointed courier and with insured transport, the cost of the collection will be communicated to the customer before the operational confirmation of the return procedure.
The cost of collection may be charged separately to the customer or deducted from the refund amount, upon notification to the customer.
Standard delivery costs incurred at the time of purchase will be refunded in the cases and within the limits established by applicable law.
However, any additional costs resulting from the customer's choice of a delivery method other than the least expensive standard delivery offered by Carcamp will not be reimbursed.
9. Condition of the returned product
The product must be returned intact, complete and in conditions compatible with a normal verification of the nature, characteristics and functioning of the product.
The product must be returned in the same logistical configuration in which it was received. Product packaging includes not only the outer box or cardboard, but also everything used to protect, handle and ship the goods.
In other words, the product must be returned how it was received, complete with all packaging, protection and transport elements present on delivery, unless otherwise instructed in writing by Carcamp.
Where applicable, the product must be returned complete with:
- original outer packaging;
- cartons, boxes or outer packaging;
- internal protections;
- corners, spacers, protective profiles and shockproof materials;
- stretch film, straps, ties or closure systems;
- pallet or pallet, if present on delivery;
- accessories;
- components;
- manuals;
- documentation;
- labels;
- seals, where present;
- any freebies or items provided with the product.
If the product was delivered on a pallet or pallet, the pallet is also part of the packaging and shipping configuration. It must therefore be preserved and returned intact, suitable for handling and in conditions that allow safe transport, unless otherwise written instructions from Carcamp.
The product must not have been used, installed, assembled, modified, damaged or manipulated beyond what is necessary to verify its nature, characteristics and functioning.
The customer is responsible for any decrease in value of the product resulting from use, assembly, installation, manipulation, damage, incorrect disassembly, missing packaging or inadequate packaging that goes beyond what is necessary to verify its nature, characteristics and functioning.
In these cases, Carcamp reserves the right to withhold from the refund an amount proportionate to the decrease in value actually found and documented.
The lack of original packaging, protections or pallet does not automatically constitute a penalty. However, it can affect the value of the asset or generate actual costs of restoration, repackaging or new palletization, if these costs are necessary, proportionate and documented.
10. Packaging, pallet and photographs before collection
The product must be returned with packaging suitable for transport, intact, safe and adequate for the nature, weight, value and dimensions of the item.
Before collection by the courier, or before any authorized personal delivery to the operational headquarters, the customer may be asked to provide clear and complete photographs documenting:
- the state of the product before packaging;
- the presence of accessories, components and manuals;
- the internal protections used;
- the state of the original packaging;
- the state of the pallet or pallet, if present;
- the package closed before being handed over to the courier or authorized delivery;
- any labels, seals, straps, stretch film or protections applied.
This documentation serves to protect both the customer and Carcamp and may be necessary to correctly manage insured transport, any damage during return and to check the conditions of the packaging.
Failure to send the photographs does not automatically result in a charge to the customer and does not, in itself, prevent the exercise of the right of withdrawal. However, it may make it more difficult to attribute any damage to transport and will be evaluated together with other available elements.
If the product is returned with missing, damaged, insufficient or unsuitable packaging, or without the pallet when this was present upon delivery, and this leads to damage to the product, a decrease in its value, the need for restoration, repackaging, replacement of the packaging or new palletisation, Carcamp may withhold from the refund an amount proportionate to the damage actually found and documented.
Any withholding does not constitute an automatic penalty. It will be determined exclusively on the basis of the costs actually incurred, the decrease in value of the product or the documented need for restoration, repackaging, replacement of packaging or new palletization.
11. Damaged, defective, incomplete or incorrect products
The customer is invited to check the product upon delivery.
If the product received is damaged, defective, incomplete or different from the one ordered, the customer must promptly contact Carcamp at info@carcamp.it, attaching photographs of the packaging, the product, the pallet if present and a description of the problem encountered.
In these cases the request is not handled as a simple afterthought, but as a report of assistance, lack of conformity or shipping error.
If the problem is attributable to Carcamp, the costs of collection, management and replacement will not be borne by the customer, within the limits established by applicable legislation.
The legal guarantee of conformity required by law for defective or non-compliant products remains valid.
12. Refund
After receiving the returned product, Carcamp will carry out a check of the condition of the goods, packaging, protections, accessories and pallet, if present.
If the return is approved, the refund will be made using the same payment method used for the purchase, unless otherwise agreed with the customer and provided that the customer does not incur costs as a consequence of the refund.
The refund will be made without undue delay and in any case within the terms established by applicable law.
Carcamp may suspend the refund until the returned product is received or until the customer has provided proof of the return, whichever is earlier.
Where applicable, the following may be deducted from the refund:
- the direct cost of collecting the product;
- any insured transport costs for the return of the goods;
- any additional non-standard delivery costs chosen by the customer;
- any decrease in value of the product due to use, assembly, installation, damage, missing components or unnecessary handling;
- any actual, proportionate and documented costs of restoration, repackaging, new palletization or replacement of the packaging, if the damage, lack or unsuitability of the packaging is attributable to the customer's responsibility;
- any agreed costs for authorized returns to professional customers, companies, retailers or VAT numbers.
No packaging, pallet, or recovery holds will apply as an automatic penalty. Any withholding must be linked to damage, a decrease in value or an actual, proportionate and documentable cost.
13. Products excluded from the right of withdrawal
The right of withdrawal is excluded in the cases provided for by the applicable legislation.
By way of example, the right of withdrawal may be excluded for:
- tailor-made products;
- clearly personalised products;
- articles modified at the customer's request;
- products made according to specific customer specifications;
- products that are likely to deteriorate or expire rapidly;
- sealed goods that are not suitable for return for hygienic or health protection reasons and which have been opened after delivery, where applicable;
- goods which, after delivery, are by their nature inseparably mixed with other goods;
- services already completely performed, when the conditions established by law are met;
- digital contents or digital services in the cases provided for by applicable legislation.
Any exclusion of the right of withdrawal will be clearly communicated to the customer before completing the order, when applicable.
14. Professional customers, companies, retailers and VAT numbers
For purchases made by professional customers, companies, retailers or individuals who purchase with a VAT number for purposes related to their business, the right of withdrawal provided for consumers does not automatically apply.
Any returns, cancellations or refunds will be evaluated by Carcamp on a case-by-case basis and can only be authorized by prior written agreement.
In case of acceptance of the return, the costs relating to the original shipment of the goods, the collection of the product, the insured transport, the technical verification, the restoration, the repackaging, the new palletization or the logistics management may be charged to the professional customer, as communicated during the authorization phase of the return.
For professional customers, companies, resellers or entities with a VAT number, any products indicated as special order, product on request, non-cancellable product, final sale, end of series, occasion, used or refurbished cannot be returned or canceled, unless otherwise agreed in writing or except in the case of lack of conformity attributable to Carcamp.
15. Cancellation of the order before shipping
The customer can request cancellation of the order until the product has been prepared, processed or entrusted to the courier.
The request can be made from the customer portal, selecting the order concerned and using the function “Cancel articles”, where available.
Once the product has been prepared, processed or entrusted to the courier, it will no longer be possible to directly cancel the order. In this case, the customer may possibly exercise the right of withdrawal, where applicable, according to the methods indicated in this information.
In the case of orders consisting of multiple items, the cancellation and return rules apply to individual items based on the fulfillment status of each product.
16. Orders with payment by bank transfer
For orders with payment by bank transfer, the order is processed after receipt of payment or after bank accounting verification.
If payment is not received within the terms indicated in the order confirmation, the order may be cancelled.
If you wish to cancel an order that has not yet been paid or not yet taken over, you can access the customer portal and use the available function, where present, or contact us at info@carcamp.it indicating the order number.
17. Standard withdrawal form
The customer can use the following standard withdrawal form, but it is not mandatory. It is always possible to exercise the right of withdrawal also through an explicit declaration sent via email, as long as it is sent within the deadlines established by law.
Recipient:
F.lli Menabò S.r.l.
Registered office: Via 8 Marzo 3, 42025 Cavriago (RE), locality Corte Tegge, Italy
Operational headquarters and authorized returns: Via 8 Marzo 4, 42025 Cavriago (RE), Corte Tegge, Italy
Tax code and VAT number: IT00176860351
SDI code: AU7YEU4
PEC: flli-menabo@pec.it
Email: info@carcamp.it
Telephone Carcamp: +39 351 308 5255
Carcamp is a trademark of F.lli Menabò S.r.l.
I/we hereby communicate the withdrawal from the sales contract relating to the following goods:
____________________________________________________________________
Order number:
____________________________________________________________________
Ordered on:
____________________________________________________________________
Received on:
____________________________________________________________________
Name and surname of the customer(s):
____________________________________________________________________
Address of customer(s):
____________________________________________________________________
Email used for the order:
____________________________________________________________________
Telephone:
____________________________________________________________________
Date:
____________________________________________________________________
Signature of the customer(s), only if the form is sent in paper format:
____________________________________________________________________
18. Contacts
For any questions regarding returns, refunds, damaged products, requests for assistance, cancellations, orders or right of withdrawal you can contact our customer service.
F.lli Menabò S.r.l.
Registered office: Via 8 Marzo 3, 42025 Cavriago (RE), locality Corte Tegge, Italy
Operational headquarters and showroom: Via 8 Marzo 4, 42025 Cavriago (RE), Corte Tegge, Italy
Tax code and VAT number: IT00176860351
SDI code: AU7YEU4
PEC: flli-menabo@pec.it
Email: info@carcamp.it
B2B Emails: b2b@carcamp.it
Telephone Carcamp: +39 351 308 5255
Company telephone: +39 0522 942840
Customer Support Menabò: +39 0522 1750280
Carcamp is a trademark of F.lli Menabò S.r.l.
For anything not expressly indicated in this information, please refer to the Terms and Conditions of sale published on www.carcamp.it.
