Shipping and returns

Our products - the computer builds you can configure and order through this website - are made in our laboratory located in Italy. Your computer, once the processing is completed, is delivered throughout Italy and the countries of the European Union. If you prefer, you can pick it up directly in the lab, once the order and crafting are completed, and by appointment to be scheduled by email or phone

If you are not happy with the ordered product you can take advantage of the Return Policy within 14 days of delivery.

1. What the User should know at a glance

1.1 What country can I order from?

We accept orders (and ship) throughout Italy, Vatican City, Republic of San Marino, and to countries in the European Union.

1.2 How much is the shipping cost?

Shipping charges vary by destination:

  1. are free for Italy, Vatican City and Republic of San Marino;
  2. are charged to the customer for all other destinations within the EU, with a fixed rate of 28 Euro.

The calculation of shipping costs is automated and can be viewed when ordering on the cart and checkout pages.

1.3 Can I pick up the computer at your location?

Yes, after you have finalized your order on this website and after the computer setup work is completed - by appointment - you can pick up the computer directly at our laboratory: simply contact us by phone or email to schedule a pickup.

1.4 How long does it take to receive my order?

The timing - indicative - for the delivery of an order (assembled PC) can reach 7/10 days for Italy, Vatican and San Marino, and 10/15 days for other destinations. These timing includes:

  1. the time for receiving payment for the order;
  2. the order processing time, that is, the work of assembling, testing and packaging, at our laboratory, of the PC you have ordered;
  3. the time required for delivery by express courier.
1.5 What shipping methods are used?

All shipments are by express courier and ship with insured coverage of the full amount of the order/value of the goods.
We primarily use GLS courier, but if necessary we also use other carriers such as UPS, BRT, DHL or FedEx. Each shipment is provided with a tracking number that you will receive by email as soon as the goods leave our lab.

1.6 Can I do a return?

You can open a return procedure, for reconsideration or wrong order, as provided by the Consumer Code (Article 52 et seq. of D. Lsg. 206 of 2005), if you are a Consumer user, that is, you place an order as a private person and for purposes unrelated to any business, commercial, craft or professional activity carried out.
The return is possible within 14 days of order delivery and subject to authorization to be requested by email to support@neoolab.it.

  1. Deliveries of products ordered on this website are made within the Italian territory, and the European Union.
  2. When the order is shipped, the user will receive a shipping confirmation e-mail with a tracking link to check the progress of the shipment.
  3. Shipping is free if addressed to Italy, Vatican City and Republic of San Marino; it is charged for all other destinations in the European Union. The amount of delivery charges payable by the user in relation to a specific order is indicated (in Euros and including VAT) during the purchase process, in the order summary (Shopping Cart and Checkout pages of this website).
  4. For each order placed from this website, Neoolab provides an invoice and sends a copy via e-mail to the order holder. The invoice contains the information that the user provided when placing the order and which the user assures is true. Once the invoice is sent out, no changes can be made. Neoolab is absolved of any costs and/or fees incurred by the user in the event that the information entered when ordering on this website is incorrect and/or untrue.
  5. Delivery of ordered goods is made by express courier. Neoolab primarily uses the carrier GLS, and UPS, BRT, DHL or FedEx when necessary.
  6. The user should be aware that it is his/her obligation to pick up the goods. If delivery does not happen at a scheduled time and the recipient is absent, the courier will leave a notice of attempted delivery. This notice will include details for contacting the courier to schedule a new delivery or to pick up the package. If the delivery fails, the package will be placed in a delivery hold by the courier.
    If the user does not pick up the product, the purchase contract may be considered legally terminated, according to Article 1456 of the Civil Code. Then, Neoolab will proceed to refund the total amount due within 15 business days after the cancellation of the contract. The fees for unsuccessful delivery, storage fees, fees for return to Neoolab, and any other fees incurred due to non-delivery as a result of the recipient's absence will be deducted.
    The user will be informed of the contract cancellation and refund amount by email. If payment was made by credit card or PayPal, the amount will be charged to the same payment method used for the purchase. In other cases, Neoolab will ask the user to provide, via e-mail, the necessary bank details for refund.
  7. The user is required to provide any specific details regarding the place of delivery and/or its location, using the dedicated "order notes" space available at the end of the purchase process (Checkout page) and before the order is sent. If you do not provide this information or provide incorrect information, you will be responsible for any additional costs Neoolab may incur to complete the delivery.
  8. Delivery time. Only after receiving the payment confirmation, Neoolab will commit to deliver the ordered goods:
    1. within 7/10 working days for orders going to Italy, Vatican City and Republic of San Marino;
    2. within 10/15 working days for orders going to other European Union countries.
    Neoolab will notify you by email, promptly, if delivery is delayed, while providing the new delivery date, if available.
    In case it is not possible to respect the indicated delivery time, Under Article 61 of the Consumer Code, you request Neoolab to make delivery within an additional time period appropriate to the circumstances (Additional Period ex Article 61, paragraph III, Consumer Code). If this additional period expires without the products having been delivered, the user has the right to cancel the contract ( according to Article 61, Paragraph III, Consumer Code), without affecting the right to damage compensation.
  9. It is the user's responsibility to check the condition of the goods upon delivery. When the user, or a third party designated by the user and different from the courier, physically takes possession of the products, it is recommended to check the number of items received and the condition of the packaging, which must not be damaged, wet or altered in any way, including the sealing materials.
    The user is suggested, for his/her own interest, to report any anomalies on the courier's transport document, accepting the package with RESERVE.
    If products are received without reserve, the user cannot take legal action against the courier in case of loss or damage to the transported material, and Neoolab may not be able to protect the user from economic loss.
    If the courier does not agree to record the signature with the reserve, the user may reject the package, requesting that it be returned to the sender due to damaged contents and informing Neoolab immediately.
  1. According to Article 52 et seq. of the Consumer Code, the user, as a Consumer, has the right to withdraw from the product purchase contract without having to provide any reasons, within the period of fourteen calendar days ("Withdrawal Period").
  2. To use the withdrawal right, the user must notify Neoolab of the intention to withdraw from the contract before the end of the Withdrawal Period.
    It is essential that the consumer exercise his right by explicitly stating his intention to do so, identifying himself and the contract from which he wishes to withdraw. The consumer may send the request by email to support@neoolab.it.
  3. The user must return the products to Neoolab, choosing a courier at its own discretion and at its own charge, without undue delay and in any case within 14 calendar days from the date on which it notified Neoolab of its intention to withdraw. The goods, properly protected and packaged, must be sent to the address: Neoolab di Fabio Gabrielli, Via Venezia Giulia, 7 - 01100 Viterbo.
  4. If the user decides to exercise the right of withdrawal, Neoolab will refund the amount already paid by the user, including delivery costs, without undue delay and in any case within 14 calendar days from the date Neoolab was informed of the user's decision to withdraw from the contract.
    The refund is subject to the user's confirmation that the returned goods have been shipped. The refund will be made using the same payment method used by the user, in the case of payment by credit card or PayPal, unless the user has expressly agreed otherwise. In other cases, Neoolab will ask the user for the bank details necessary to make the refund, unless the user has expressly agreed otherwise.
  5. The user is responsible for diminution in the value of the goods when handling the product in any manner other than that necessary to establish its nature, features, and operation.
    The product must be properly handled, managed and inspected with due care and returned undamaged, complete in all its parts, in perfect working condition, with all accessories, instruction papers, identification tags, labels and disposable seals (if any) intact and fit for its intended use, with no signs of use or dirt.
    The right of withdrawal applies to the entire product and not to individual parts or accessories.
    If the product has a serial number on the packaging, this is an integral part of the product itself and must be returned in the original packaging, which in turn must be packed without any other labels or tapes. The original packaging is considered an integral part of the product for the purpose of exercising the right of withdrawal.
  6. If the withdrawal has not been executed in accordance with the terms of the applicable law, this will not result in the contract cancellation. Consequently, no refund will be given. Neoolab will advise the user by email within 5 working days of receipt of the product, rejecting the request for withdrawal. The product will remain at Neoolab at the user's disposal for collection, which will be at the user's expense and responsibility.
  7. If the goods for which the withdrawal has been requested suffer a decrease in value due to handling other than that necessary to understand their nature, features and operation, the amount of the refund will be reduced by an amount corresponding to this decrease in value. Neoolab will notify the user, via email within 5 business days of receipt of the returned goods, of the circumstance and the reduced amount of the refund. If the refund has already been made, Neoolab will provide the user with the necessary banking information to pay the amount due because of the decrease in value of the goods.

Latest update: December 20, 2023