Right of withdrawal

If you bought as a consumer you may change your mind within 14 days, without having to explain why and without paying any penalty. This page says how to do it, who pays for what and — the part worth reading before ordering — in which cases withdrawal does not apply.

1. Who is entitled

The right of withdrawal belongs to the consumer: the natural person who buys for purposes outside any business, commercial, craft or professional activity (Articles 52 ff. of the Italian Consumer Code, Legislative Decree 206/2005).

If you buy with a VAT number for your workshop or your company, withdrawal does not apply to you. This is not a commercial choice of ours: the law reserves this protection for those who buy for themselves. All your other rights remain intact, including the guarantee against defects.

2. How many days you have

You have 14 days, counted as follows:

  • goods: from the day you, or a person you named, physically receive them;
  • order with several items delivered separately: from the day the last item arrives;
  • services: from the day the contract is concluded.

To meet the deadline it is enough that your notice is sent by the fourteenth day: the goods do not have to be back with us by then.

3. How to notify us

A clear and unequivocal statement is all that is needed. You may:

  • send an email to [email protected] — the quickest way, and it leaves you a dated record;
  • write to our certified email address (PEC) [email protected] — the delivery receipt proves the date, with no trip to the post office;
  • fill in the form at the bottom of this page and attach it to the email;
  • send a letter to MasterTuning S.R.L., Via di Salsola 141, 71121 Foggia (FG), Italia. Registered post with acknowledgement of receipt gives you proof of sending, but is not compulsory.

Always quote the order number (the form is MT-year-number) and which items the withdrawal concerns: if the order contained five and you want to return one, say so.

We confirm by email that we have received your notice, and that same email gives you the address to send the goods to. Wait for that confirmation before shipping: it is not a formality, it prevents a parcel arriving with no reference that nobody can then match to your order.

4. How and when to send the goods back

You have 14 days from the notice to send the items back. What counts is the date you hand them to the carrier, not the date they reach us.

A few practical points which, in nine cases out of ten, make the difference between a full refund and a reduction:

  • Pack it properly. The original packaging is the best: if you still have it, use it, and put it inside a second box rather than sticking the courier label onto the product's own box.
  • Put back everything that was there: cables, adapters, screws, keys, manuals, CDs and dongles. The Flex box contains some twenty items listed on its page; if one is missing, the value you are returning is less than the value you received.
  • Use a trackable service. The risk of the return journey is yours: if an untracked parcel goes missing there is no way to show it was ever sent.
  • Do not send cash on delivery or carriage forward: such shipments are refused.

5. Who pays for the return shipping

The direct cost of returning the goods is yours, as provided by Article 57 of the Consumer Code, and this page serves as the prior information on that point. The delivery charge you paid when buying, on the other hand, we refund — up to the cost of standard delivery: if you chose a faster and more expensive service, we refund the standard equivalent.

6. What condition the item must come back in

You may examine and try the item as you would in a shop: open the box, switch it on, check that it is what you need. What you may not do is use it as though it were already yours.

In practice, with this catalogue:

  • fine: opening a programmer's case, connecting it to a computer, starting the software, looking at the interface;
  • not fine: having already read and rewritten a vehicle's ECU, having used up the programmings included in a licence, having activated a subscription to an online database, having fitted a speaker under the car and taken the brackets off.

If the item comes back with a diminished value caused by use going beyond trying it out, we may withhold a corresponding amount from the refund (Article 57(2)). We tell you the calculation, not a flat figure.

Software licences already activated and access codes already used cannot be returned, because once activated they do not become available again: if you are unsure about a configuration, ask us before ordering.

The case of the Rapid add-on modules. They can be returned, but here the difference between «tried» and «used» is sharp and it costs money. Opening the box and looking at the module is fine. Fitting it to the vehicle — wiring it to the sensors, securing it, running the engine — is not: from that moment it is no longer a new item, and the diminished value is withheld from the refund. If you want to be sure it is the right one before installing it, write to us with make, model, year and engine: we do the check ourselves and it costs nothing.

7. The refund

We refund you within 14 days of receiving your notice of withdrawal. We may, however, wait until we have received the goods back, or proof that you have sent them — whichever comes first (Article 56(3)).

The refund is made using the same means of payment you used, unless you ask otherwise and no cost arises for you. If you paid by bank transfer we need your IBAN; if you paid by card or PayPal the refund returns to the same instrument, and the time your bank takes to show it is not within our control.

The refund costs you nothing: no deduction for «handling fees».

8. When withdrawal does NOT apply

These are the cases set out in Article 59 of the Consumer Code. They are all below, with the ones that bear directly on what we sell first.

One thing said up front, because it is where a catch would be expected: the Rapid add-on modules (PRO, PRO+, TPM, LPE and the FR pedal modules) can be returned. They are calibrated for the engine you tell us about, which is why we ask for make, model, year and engine before the order, but that does not take away your right to change your mind: the 14-day withdrawal applies to them too, just as it does on the Dimsport shop that makes them. What does matter is the condition they come back in: see section 6.

a) Services already performed

For a remap or the development of a bespoke file, the right of withdrawal is lost once the service has been fully performed at your express request and after you have acknowledged losing the right (Article 59(1)(a)). In practice: once the file developed for your engine has been delivered to you, it cannot be returned, because there is nothing to send back.

If the service has not yet started, withdrawal is unaffected. If it has started but is not finished and you decide to withdraw, you pay only for the part already performed, in proportion (Article 57(3)).

b) Licences and subscriptions already activated

An activated software licence, an access code already used, a subscription to an online database already opened: these do not become available again, and there is nothing to send back. They fall within digital content supplied on an intangible medium where supply has begun with your express consent (Article 59(1)(o)). If you are unsure which configuration you need, ask before ordering: we answer in writing.

c) The other cases

  • Sealed media opened after delivery (Article 59(1)(i)).
  • Goods inseparably mixed with other items by their nature after delivery (letter f).
  • Goods made to the consumer's specifications or clearly personalised (letter c). Note: the Rapid add-on modules do NOT fall into this case, even though they are calibrated for the engine you tell us about. Withdrawal applies to them in full, as it does on the manufacturer's own shop.

9. If withdrawal does not apply, you are not without protection

Do not confuse two different things. Withdrawal is the right to change your mind about a purchase that is perfectly conforming. If instead the item is faulty, not as described or does not work, the legal guarantee of conformity applies, which lasts 24 months, covers personalised goods too and is not lost because withdrawal is excluded.

The same applies if the item arrives damaged in transit or if we send you the wrong item: that is not a matter of withdrawal, it is a failure on our part, and it is dealt with on the Returns and refunds page.

10. Withdrawal form

This is the model form of Annex I, part B, of the Italian Consumer Code. Using it is optional: an email saying the same things has the same effect. Copy it, fill in the parts in square brackets and send it to [email protected].

Model withdrawal form

To:
MasterTuning S.R.L.
Via di Salsola 141, 71121 Foggia (FG), Italia
Email: [email protected]

I hereby give notice that I withdraw from my contract of sale of the following goods / for the supply of the following service:

[description of the items or of the service]

Ordered on [order date] / received on [delivery date]
Order number: [MT-____-_____]

Name of consumer: [first and last name]
Address of consumer: [full address]
IBAN for the refund, if payment was by bank transfer: [IBAN]

Date: [date]
Signature of consumer (only if this form is sent on paper): ______________________

11. Related pages

Last updated: 1 October 2026.

Other legal notices

Page updated on 01/10/2026