General Terms and Conditions of Sale, Warranty and Withdrawal

Version 2.0 — 24/08/2026

1. Seller and scope

These General Terms and Conditions of Sale govern purchases made through the Polaris Audio website and form an integral part of contracts concluded with:

POLARIS AUDIO SRL
Via Matteo Babini, 28
00139 Rome (RM) — Italy
VAT No. / Tax Code IT12844831003
REA RM1405389
Share capital €10,000.00, fully paid up

These Terms apply to both Consumer Customers and Professional Customers, without prejudice to provisions reserved by law exclusively for consumers.

For the purposes of these Terms:

Consumer means a natural person acting for purposes unrelated to their business, commercial, craft or professional activity;
Professional Customer means a person purchasing in the course of their business, commercial, craft or professional activity;
Authorised Dealer means a Professional Customer admitted to the specific Polaris Audio B2B programme.

Authorised Dealers are also subject to the specific B2B Terms accepted as part of the relevant commercial relationship. Where specific provisions apply to the B2B relationship, they prevail over these Terms for the matters they expressly govern, without prejudice to the details of the individual order and any applicable mandatory rules.

2. Product information

Polaris Audio takes the utmost care in publishing descriptions, images, technical specifications and other product information.

Images are for illustrative purposes and may show non-material differences from the product actually sold, for example in finishes, aesthetic updates, accessories or changes introduced by the manufacturer.

Technical specifications may be updated by manufacturers during a product’s commercial life. Polaris Audio may correct any obvious material errors on the website.

If a material error concerning price, specifications or availability is identified after an order is submitted but before final acceptance, Polaris Audio will inform the Customer, who may confirm the order on the correct terms or cancel it at no cost. Any sums already paid will be refunded.

3. Prices

Prices for Consumer Customers are stated in euros and include VAT and other applicable taxes, unless otherwise required by law.

Any shipping charges, surcharges or other applicable costs are shown in the cart or at checkout before the order is submitted.

Polaris Audio may change prices and commercial terms for future orders. Changes do not affect orders already accepted.

4. Ordering procedure and conclusion of the contract

Before submitting an order, the Customer may review and, where necessary, correct the data entered, the products selected, quantities, delivery address and payment method.

Submitting an order constitutes an offer to purchase on the terms displayed during the procedure.

Any automatic message confirming technical receipt of the order does not necessarily constitute final acceptance.

The contract is concluded when Polaris Audio communicates acceptance of the order or otherwise begins to perform it, unless expressly stated otherwise during the purchasing procedure.

Polaris Audio may reject or cancel an order before final performance in the event of subsequent unavailability, an obvious material error in price or description, payment problems, suspected fraudulent use, inability to deliver or other objective circumstances preventing proper performance of the contract.

If an order that has already been paid for is cancelled, the amounts received will be refunded without undue delay.

5. Availability, made-to-order and customised products

Availability shown on the website is updated with the utmost care but may exceptionally change before the order is completed.

Some products may be purchased to order, even when not physically available in Polaris Audio’s warehouse. Any lead times shown for such products are estimates and may depend on the manufacturer, supplier, international transport or circumstances not directly controlled by Polaris Audio.

The mere fact that a product is specially ordered from the supplier does not automatically exclude a Consumer Customer’s right of withdrawal.

By contrast, the statutory exclusions from the right of withdrawal may apply to goods made to measure, clearly customised, manufactured or configured to the Customer’s individual specifications.

For products manufactured, configured or procured according to the Customer’s customised specifications, Polaris Audio may require a deposit of no less than 50% of the total amount when the order is placed.

6. Payments

The available payment methods may include, as actually displayed at checkout:

bank transfer;
credit or debit card through the payment gateway available on the website;
PayPal;
PayPal Pay Later, where available and where the Customer meets PayPal’s eligibility requirements.

Cash on delivery is not available.

For orders paid by bank transfer, if payment is not received within 3 days of order confirmation, the order may be automatically cancelled without further notice.

Any financing, deferred-payment or instalment-payment services offered by third parties remain subject to the terms and approval of the relevant service provider.

7. Shipping and delivery costs

Polaris Audio uses selected national and international carriers according to the destination, type of product and logistics requirements.

Shipping charges and any free-shipping conditions are calculated according to the terms applicable when the order is placed and displayed in the cart or at checkout before submission.

Shipments made by Polaris Audio are insured against loss, theft and damage in transit, within the limits and under the conditions applicable to the service provided by the carrier used.

Delivery can be made only to a valid physical address. Deliveries to post office boxes are not accepted.

Polaris Audio may make partial shipments where appropriate, informing the Customer and without charging additional transport costs beyond those already agreed for the order.

8. Delivery times

Any times shown on the website, at checkout, in the order confirmation or in subsequent communications are estimates based on product availability, destination and the carrier’s service.

Orders received outside business hours, at weekends or on public holidays are normally processed from the first available working day.

Normal variations in the carrier’s estimated times do not in themselves constitute non-performance by Polaris Audio.

In all cases, the rights granted to Consumer Customers by applicable law where delivery is not made within the agreed or statutory period remain unaffected.

9. Inspection on delivery and transport damage

On delivery, the Customer is asked to check:

that the number of packages matches the expected number;
that the packaging is intact and is not crushed, open, punctured, wet or otherwise altered;
that there are no other obvious external signs of damage.

If visible irregularities are present, the Customer is strongly advised to accept the shipment subject to a specific reservation, describing the problem precisely, for example: “crushed packaging”, “punctured package”, “wet package” or “missing package”.

It is also advisable to photograph the packaging before opening it and promptly report the incident to Polaris Audio so that a claim can be opened with the carrier and insurer.

Failure to enter a reservation may make externally visible damage more difficult to prove, but does not affect any mandatory rights of the Consumer Customer concerning defects that could not be identified on delivery.

Where a Consumer Customer independently appoints a carrier not proposed by Polaris Audio, the specific statutory provisions on transfer of risk apply.

10. Collection from Polaris Audio’s premises

Where the Customer concludes the purchase contract online and chooses to collect the product from Polaris Audio’s premises, collection is solely a method of delivery and does not change the nature of the distance contract.

The Consumer Customer therefore retains the rights provided by applicable distance-contract law, including the right of withdrawal where applicable.

By contrast, where the Customer merely makes an online availability enquiry or a non-binding reservation and the purchase contract is subsequently concluded at Polaris Audio’s premises, the transaction is a sale concluded on business premises and the right of withdrawal specifically provided for distance contracts does not apply, unless otherwise agreed with Polaris Audio.

11. Consumer’s right of withdrawal

Except for the statutory exceptions, a Consumer Customer has 14 days to withdraw from a distance contract without giving any reason and without incurring costs other than those provided for by applicable law.

For contracts for the sale of goods, the period normally begins on the day on which the Consumer, or a third party designated by the Consumer other than the carrier, acquires physical possession of the goods.

Where several goods are ordered in a single order and delivered separately, the period begins as provided by the applicable rules.

The right of withdrawal under the Italian Consumer Code does not apply to purchases made by businesses, companies, professionals or other persons acting in the course of their business, commercial, craft or professional activity.

Purchases made using a VAT number and in any event in the course of a professional or business activity are therefore excluded from the Consumer right of withdrawal, unless Polaris Audio expressly authorises otherwise.

12. How to exercise the right of withdrawal

The Consumer may exercise the right of withdrawal before the relevant deadline:

using the online withdrawal function available on the website;
using the statutory model withdrawal form;
sending Polaris Audio any explicit and unequivocal statement of the decision to withdraw, including through the electronic contact details made available on the website.

Use of registered post exclusively, or prior receipt of an RMA number, is not required for a withdrawal to be validly communicated.

When withdrawal is exercised through the dedicated online function, the system allows the Consumer to confirm the statement and Polaris Audio sends, without undue delay, an acknowledgement of receipt on a durable medium containing the information required by applicable law.

Polaris Audio may subsequently provide the Customer with an RMA number or operational instructions to facilitate identification and logistics management of the return. These tools are organisational and are not a condition for valid exercise of the right of withdrawal.

13. Return of goods

Unless Polaris Audio has offered to collect the goods directly, the Consumer must return or hand them over without undue delay and in any event within 14 days of communicating the decision to withdraw.

The deadline is met if the Consumer sends the goods back before the 14-day period expires.

The direct cost of return is normally borne by the Consumer, unless the return is due to an error attributable to Polaris Audio, a defect or lack of conformity of the goods, or unless otherwise stated or agreed.

The Customer must promptly inform Polaris Audio of the carrier used and the relevant tracking number, where available.

The return address and operational return instructions are provided separately after receipt of the withdrawal statement.

The Customer is advised to use suitable packaging and, where available, the original packaging to protect the product during transport.

The absence of the original packaging does not automatically result in loss of the right of withdrawal.

The Consumer is liable only for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

The product must be returned with the accessories and equipment received. Any missing or damaged parts, accessories or equipment may be taken into account when determining any diminished value of the goods, in accordance with applicable law.

14. Refunds following withdrawal

Where the right of withdrawal is validly exercised, Polaris Audio refunds the Consumer all payments received, including standard delivery costs, without prejudice to statutory rules concerning additional costs resulting from the choice of a type of delivery other than the least expensive standard delivery offered.

The refund is made without undue delay and in any event within 14 days of the day on which Polaris Audio is informed of the decision to withdraw.

Unless Polaris Audio has offered to collect the goods directly, the refund may be withheld until the goods have been received or until the Consumer provides evidence of having sent them back, whichever occurs first.

The refund is made using the same means of payment used for the initial transaction, unless expressly agreed otherwise with the Consumer and provided that the Consumer incurs no fees as a result of the refund.

15. Exceptions to the right of withdrawal

The right of withdrawal does not apply in the cases provided for by Article 59 of the Italian Consumer Code.

Examples of exclusions may include:

goods made to measure or clearly customised;
sealed goods which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery, where the statutory requirements are met;
sealed audio or video recordings or sealed computer software unsealed after delivery;
other cases expressly provided for by applicable law.

A product that is merely out of stock and specially ordered by Polaris Audio from its supplier is not, for that reason alone, treated as a customised product.

16. Consumer legal guarantee of conformity

Goods sold to Consumer Customers are covered by the legal guarantee of conformity provided for by the Italian Consumer Code.

Polaris Audio is liable to the Consumer for lack of conformity under the terms and conditions laid down by applicable law.

For new goods, the legal guarantee covers lack of conformity that becomes apparent within two years of delivery, as provided by applicable law.

Where there is a lack of conformity, the Consumer may rely on the remedies provided by law, including, according to the requirements and order established by the Consumer Code, repair or replacement and, where the relevant conditions are met, a proportionate price reduction or termination of the contract.

Remedies must be provided free of charge to the Consumer and in accordance with the statutory conditions.

To request assistance, the Customer must provide a document that identifies the purchase.

Polaris Audio may provide an RMA procedure to organise the return of the product. The RMA procedure is for logistics purposes and does not limit the Consumer’s mandatory rights.

17. Used goods

For used goods sold to Consumer Customers, the parties agree on a legal guarantee period of 12 months from delivery, within the limits permitted by the Italian Consumer Code.

The guarantee does not cover normal deterioration of the goods consistent with prior use and with the condition of the product clearly communicated to the Customer before purchase.

The mandatory rights provided by applicable law for any lack of conformity remain applicable.

18. Manufacturer’s commercial warranties and assistance

Some products may benefit from additional commercial warranties offered by the manufacturer.

Where provided, these warranties are additional to the legal guarantee and neither replace it nor limit the rights arising from it.

The duration, coverage, exclusions and operating procedures of commercial warranties are those established by the relevant manufacturer or stated in the specific documentation applicable to the product.

Technical terms concerning assistance, out-of-warranty work, RMA procedures and any additional commercial warranties may be governed by a separate document entitled Commercial Warranty and Assistance Terms.

19. Misuse, external damage and unauthorised work

The legal guarantee concerns lack of conformity as provided by law and does not cover subsequent damage caused, for example, by accidents, falls, misuse, incorrect installation, liquids, external electrical events, alterations or unauthorised repairs, where those circumstances caused the reported fault.

Any exclusions under a manufacturer’s commercial warranty cannot limit the mandatory rights of the Consumer where there is a lack of conformity covered by the legal guarantee.

20. Professional Customers

Protections provided by the Italian Consumer Code exclusively for consumers, including the right of withdrawal for distance contracts, do not apply to purchases made in the course of a business, commercial, craft or professional activity.

Professional Customers are subject to the provisions of the Italian Civil Code and other rules applicable to business-to-business relationships.

Authorised Polaris Audio Dealers are also subject to the specific B2B Terms accepted for access to the dealer programme.

21. Force majeure

Polaris Audio is not liable for delays or inability to perform due to events beyond its reasonable control, including, by way of example, natural events, conflicts, emergencies, measures by authorities, strikes, logistics blockages, transport interruptions, exceptional unavailability from manufacturers or other force majeure events.

In such cases, Polaris Audio will inform the Customer where reasonably possible and take appropriate measures to limit the effects of the event.

The Consumer’s mandatory rights under applicable law remain unaffected.

22. Liability and website errors

Polaris Audio takes reasonable measures to ensure the accuracy, availability and updating of information on the website.

Any material errors, inaccuracies or technical malfunctions may be corrected as soon as they are identified.

Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law.

For Professional Customers, any limitations of liability apply solely to the extent permitted by law and by any specific terms agreed.

23. Changes to the General Terms

Polaris Audio may update these General Terms and Conditions of Sale to reflect legal, technical or commercial changes.

The version applicable to an individual order is the version made available to the Customer during the purchasing procedure when the contract is concluded, without prejudice to subsequently enacted mandatory rules.

24. Governing law and jurisdiction

Contracts concluded with Polaris Audio are governed by Italian law, without prejudice to any mandatory provisions applicable to the Consumer.

Disputes with a Consumer Customer are subject to the court identified by the mandatory consumer-protection provisions, including, where applicable, the court of the Consumer’s place of residence or domicile.

Disputes with Professional Customers are subject to the exclusive jurisdiction of the Courts of Rome, unless a different mandatory jurisdiction is provided by law.

25. Alternative dispute resolution

Where the relevant conditions are met, the Consumer may use the alternative dispute resolution (ADR) mechanisms provided for by applicable law.

26. Company details and contacts