TERMS AND CONDITIONS OF SALE

www.havenary.it
Last updated: 10 April 2026

1. COMPANY INFORMATION

The website www.havenary.it (the “Website”) is operated by:
Susi S.r.l.s.
Registered office: Via Alberto Fortis 15, 00197 Rome (RM), Italy

VAT No.: 17665051003

Email: shop@havenary.it

Throughout these Terms, “Seller”, “we”, “us”, or “our” refer to Susi S.r.l.s.

2. SCOPE OF APPLICATION

These Terms and Conditions govern:

  • the use of the Website;
  • purchases made through the Website;
  • sales made within the European Union and internationally (non-EU countries).

By placing an order, the customer agrees to be bound by these Terms.

Sales are intended exclusively for final consumers. We reserve the right to refuse orders placed for resale or commercial distribution without authorization.

3. INTERNATIONAL SALES

3.1 EU Customers
If you reside in the European Union, mandatory consumer protection laws of your country of residence may apply.

3.2 Non-EU Customers
For orders shipped outside the European Union:

  • customs duties, import taxes, VAT, clearance fees, and any local charges are the sole responsibility of the customer;
  • we are not responsible for customs delays;
  • the customer is responsible for ensuring that products comply with local laws and regulations in the destination country.

If a shipment is refused by the customer or blocked by customs, the customer remains responsible for all shipping, return shipping, customs, and related costs incurred.

4. CONCLUSION OF THE CONTRACT

The purchase contract is concluded when the Seller sends an order confirmation email.

We reserve the right to cancel or refuse orders in the following cases:

  • product unavailability;
  • manifest pricing errors;
  • suspected fraud;
  • irregular or unverifiable payment details;
  • violation of these Terms.

5. PRE-ORDERS

Certain products may be offered for purchase on a pre-order basis. Products clearly identified as “Pre-Order” are not immediately available for shipment.

By placing a pre-order, the customer acknowledges and agrees that:

  • the product will be shipped within the estimated timeframe indicated on the Website at the time of purchase;
  • estimated shipping dates are indicative only and may be subject to change due to production schedules, supply chain constraints, or circumstances beyond our reasonable control;
  • payment may be charged at the time the order is placed, unless otherwise stated on the Website.

In the event of a significant delay beyond the estimated shipping period, the customer will be informed by email. Where required by applicable consumer protection laws, the customer may request cancellation of the pre-order and receive a refund of any amounts paid.

Unless otherwise specified, pre-order products are subject to these Terms and Conditions, including Shipping, Returns, and applicable consumer protection provisions.

6. PRICES, CURRENCY AND TAXES

All prices are indicated in Euro (EUR).

For non-EU shipments:

  • prices do not include import duties or local taxes;
  • currency conversion rates depend on the customer’s payment provider;
  • any bank or international transaction fees are borne by the customer.

The Seller reserves the right to modify prices at any time prior to order confirmation.

7. PAYMENTS AND FRAUD PREVENTION

Payments are processed through certified third-party payment providers using SSL encryption.

We do not store complete credit card details.

To prevent fraud, especially in cross-border transactions, we reserve the right to:

  • request additional documentation;
  • manually review transactions;
  • suspend or cancel suspicious orders.

In the event of fraudulent chargebacks, we reserve the right to take legal action and report the matter to the competent authorities.

8. SHIPPING AND DELIVERY

8.1 Order Processing
Orders are processed only after successful payment authorization.

Orders are typically processed and shipped within the timeframe indicated on the Website and in the order confirmation email. Processing and shipping times may vary depending on product availability and operational requirements.

The Seller reserves the right to delay shipment in case of suspected fraud, payment verification issues, or force majeure events.

8.2 Shipping Confirmation and Tracking
Once the order has been shipped, the customer will receive a shipping confirmation email, which may include tracking information where available.

Tracking updates are provided by third-party carriers. The Seller is not responsible for any inaccuracies, delays, or lack of updates in tracking information.

8.3 Delivery Times and Delays
Delivery times are indicative only and not guaranteed.

The Seller shall not be liable for delays caused by carriers, customs authorities, or circumstances beyond its reasonable control, including but not limited to customs inspections, strikes, or logistical disruptions.

8.4 Customs and International Deliveries

8.4.1 European Union
Orders shipped within the European Union are dispatched from Italy and should not be subject to additional customs duties or import taxes.

8.4.2 Non-EU Countries
For orders shipped outside the European Union:

  • customs duties, import taxes, VAT, clearance fees, and any local charges are determined by the destination country and are the sole responsibility of the customer;
  • such charges are not included in the purchase price and, where applicable, must be paid upon delivery;
  • the Seller does not collect or receive these amounts and is not responsible for estimating them;
  • customs duties and taxes are non-refundable once collected.

If the customer believes such charges were applied incorrectly, any request for reimbursement must be addressed directly to the relevant customs authority in the destination country.

8.5 Unpaid Customs Fees and Returned Shipments
If customs fees are not paid and the shipment is returned to the Seller, we reserve the right to deduct any return shipping costs, handling fees, or additional expenses incurred from the refund.

8.6 Delivery Issues
The customer is responsible for monitoring the shipment using the tracking information provided.

If an order is lost or not delivered, the customer must contact us at shop@havenary.it within thirty (30) days from the expected delivery date to allow us to open an investigation with the carrier. Requests submitted after this period may not be accepted.

In case of delivery of damaged or incorrect items, the customer must notify the Seller promptly and, in any case, within fourteen (14) days of receipt, providing a description of the issue and photographic evidence.

8.7 Transfer of Risk
Where permitted by applicable law, the risk of loss or damage to the goods transfers to the customer upon delivery to the carrier.

9. RIGHT OF WITHDRAWAL

9.1 EU Customers
EU consumers have the right to withdraw from the purchase within fourteen (14) days of receiving the goods, without providing any reason.

Returned products must be:

  • unused;
  • undamaged;
  • complete with original packaging;
  • with security seals intact.

Return shipping costs are borne by the customer.

9.2 Non-EU Customers
We voluntarily extend a 14-day return policy to non-EU customers; however:

  • international return shipping costs are borne by the customer;
  • customs duties and non-refundable taxes are not reimbursed;
  • currency exchange fluctuations are not reimbursed.

We reserve the right to refuse returns that do not comply with these conditions.

9.3 Refunds and Return Shipping Responsibility
In all cases (both national and international), return shipping costs are borne by the customer.

If a returned item arrives damaged or fails to meet the refund eligibility criteria, and the customer requests the item to be sent back to them, the shipping costs for resending the item will also be borne entirely by the customer.

10. LEGAL WARRANTY

For EU customers, products are covered by a 24-month legal warranty for lack of conformity under applicable consumer laws.

Customers are required to inspect the product upon delivery and promptly report any defects, damages, or non-conformities. Any issues must be reported within fourteen (14) days of receipt.

Failure to report visible defects or damages within this period may limit our ability to assess the claim and may result in the rejection of requests related to issues that could reasonably have been identified upon delivery.

The warranty does not cover:

  • normal wear and tear;
  • improper use;
  • accidental damage;
  • unauthorized alterations.

For non-EU customers, warranty rights may vary depending on local laws.

11. LIMITATION OF LIABILITY

To the fullest extent permitted by law:

  • the Seller’s total liability shall not exceed the amount paid for the product concerned;
  • the Seller shall not be liable for indirect, incidental, or consequential damages;
  • we do not guarantee uninterrupted or error-free Website operation.

Nothing in these Terms limits mandatory consumer rights under applicable law.

12. ACCOUNT SUSPENSION AND ABUSE

We reserve the right to suspend or terminate customer accounts in case of:

  • abusive return patterns;
  • fraudulent behavior;
  • repeated chargebacks;
  • misuse of promotions;
  • violation of these Terms.

13. INTELLECTUAL PROPERTY

All Website content, including but not limited to text, images, logos, graphics, layout, and software, is protected by intellectual property laws.

Any unauthorized reproduction or use is strictly prohibited.

14. DATA PROTECTION (GDPR COMPLIANCE)

Personal data is processed in accordance with:

  • Regulation (EU) 2016/679 (GDPR);
  • applicable Italian data protection laws.

For transfers outside the EU, we rely on:

  • Standard Contractual Clauses (SCC);
  • adequacy decisions where applicable;
  • compliant international service providers.

Customers may exercise their data protection rights by contacting: shop@havenary.it

15. FORCE MAJEURE

We shall not be liable for failure or delay in performance caused by events beyond our reasonable control, including but not limited to natural disasters, governmental actions, pandemics, supply chain disruptions, or technical failures.

16. GOVERNING LAW AND JURISDICTION

For EU consumers, mandatory consumer protection laws of the country of residence apply.

For non-EU customers, these Terms are governed by Italian law, and any dispute shall be subject to the exclusive jurisdiction of the Court of Rome, Italy, unless otherwise required by mandatory local law.

17. SEVERABILITY

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.