Terms and Conditions of Sale

These Terms and Conditions of Sale ("Terms") govern the use of the website www.kamilstore.it (the "Site") and distance contracts concluded with Kamil Store Smart Phone di Ehsan Kamil, registered office at Via I° Maggio, 13, 56025 Pontedera (PI), VAT no. 07299410485, tax code HSNKML96A08Z236H ("Kamil Store", "we", "us"): the sale of products and the repair and trade-in services booked or requested through the Site.

Our shops are in Pontedera (head office), Via I° Maggio, 13, 56025 Pontedera (PI), and in Pisa, Lungarno Mediceo, 54, 56127 Pisa (PI), open Monday to Saturday, 9:30–13:00 and 15:00–20:00. You can reach us by phone and on WhatsApp at +39 350 999 9989 and by email at info@kamilstore.it.

Definitions

• Consumer: an individual buying for purposes outside their trade, business, craft or profession (art. 3 of the Italian Consumer Code, Legislative Decree 206/2005).
• Business customer: anyone buying for their business, usually giving a VAT number. The protections reserved for consumers (including the right of withdrawal and the Consumer Code's legal guarantee of conformity) do not apply to business customers; the Italian Civil Code and the clauses of these Terms written for them apply instead.
• Customer or you: a consumer or a business customer.
• Products: smartphones, tablets, computers, smartwatches, consoles, accessories and other goods, new, used or refurbished, sold on the Site.
• Services: repairs and trade-in (our purchase of your used device).

You must be at least 18 years old to buy on the Site. By confirming an order you declare that you have read and accepted these Terms. The version published when you place the order applies: we recommend saving or printing a copy.

Purchases made directly in a shop, without an order on the Site, are not distance contracts: the right of withdrawal in section 8 does not apply to them, while the legal guarantee (section 9) and, where relevant, the rules on repairs (section 12) and trade-in (section 13) do.

These Terms are written in Italian and translated into English, German and French for convenience. If the versions differ, the Italian text prevails, without prejudice to consumer protection rules.

You can buy with an account or as a guest. Either way you must give true, complete and up-to-date details: name, email, phone and, for delivery, an address in Italy where someone can receive the parcel. We use them to handle the order, issue tax documents and contact you.

If incorrect or incomplete details you gave us (for example a wrong address or a missing house number) cause a delay, a failed delivery or the parcel being returned, the cost of sending it again is yours.

Guest orders

• The order is linked to the email address you enter at checkout: that is where you receive the confirmation, updates and a personal link to view and, if needed, pay for the order. Keep it and do not share it.
• If an account with that email already exists, the order is added to that account.
• Otherwise you can later activate an account with the same email (for example by resetting the password or signing in with Google or Apple) and find your orders there.
• You can also follow the order without an account on the Track order page.

Account security

• Keep your login details confidential and do not share them. You are responsible for activity on your account, unless it results from unauthorised use that is not your fault.
• If you suspect unauthorised access, change your password and tell us straight away at info@kamilstore.it.
• We may suspend or close an account used for fraud, abuse or in breach of these Terms. Orders already concluded and your statutory rights are not affected. You can ask us to close your account at any time.

The main characteristics of each product (model, storage, colour, condition, box contents, guarantee) are stated on the product page. Images are illustrative: colours can look different depending on your screen, and packaging may differ from the photo.

New products

They are genuine products in the manufacturer's sealed box, unless the product page says otherwise. They carry a 24-month legal guarantee of conformity (section 9), plus any manufacturer's warranty.

Used and refurbished products

• Used: a second-hand device that has been checked, function-tested and graded before sale.
• Refurbished: a used device on which, besides the checks, we have carried out restoration work (for example replacing components or cleaning). It is labelled as such on the product page.
• Grade (for example A, B, C): describes the cosmetic condition (marks, scratches, small dents) as explained on the product page. It does not describe how the device works, which we check on every unit. Signs of use consistent with the stated grade are not defects.
• Photos: unless stated otherwise, they illustrate the grade, not the unit you will receive.
• Battery: a used device's battery has less capacity than a new one. If the product page states the battery health or a minimum threshold, the device meets it on delivery. The normal loss of capacity due to age and use is not a lack of conformity; an abnormal drop or a malfunction is.
• Components: if a component has been replaced with a non-original part and this matters for use (for example because the device shows a notice about the part), we say so on the product page or before purchase.
• Accessories and box: included only where the product page says so. They may be compatible rather than original accessories, and the box may not be the original one.
• Accounts and locks: devices are reset to factory settings and free of any previous owner's account (for example iCloud or Google). If you find a lock, contact us: we treat it as a lack of conformity.
• Guarantee: 12-month legal guarantee of conformity from delivery (section 9).

Availability and pre-orders

• We update availability continuously, but products, especially used ones that are single units, are also sold in our shops. A product may therefore become unavailable after you order it: section 5 then applies.
• For pre-order products the availability date is indicative. You can cancel a pre-order at any time before dispatch and receive a full refund.

• Prices are in euros and include VAT. For some used products VAT may be included in the price under the margin scheme and, in that case, is not shown separately.
• Before you confirm the order, checkout shows the total price: products, VAT, shipping and any other cost, including any cost tied to the payment method you choose. You pay nothing beyond that amount.
• The price in force when you place the order applies. Later price changes do not affect orders already placed.

Shipping costs

Shipping within Italy has a single flat rate and is free when the product total (VAT included, after coupon discounts) reaches the stated threshold. On the date of these Terms, standard shipping costs €9.99 and is free for orders of €100 or more. Current amounts are always on the Shipping, returns and warranty page and at checkout. Collection in store is free.

Coupons and promotions

• Coupons and promotions apply on the stated conditions (period, minimum spend, eligible products, number of uses). Some coupons require you to be signed in.
• You can use one coupon per order. Coupons cannot be exchanged for cash and cannot be combined with other promotions unless stated otherwise.
• A limited-use coupon used on an order that is later cancelled may count as used. If the cancellation is ours (section 5) and the coupon was still valid, write to us: we will reactivate it or give you an equivalent one.
• When we announce a price reduction, the previous price shown is the lowest price applied in the 30 days before the reduction (art. 17-bis of the Consumer Code).

Obvious pricing errors

If a published price or characteristic results from an obvious, recognisable error (for example a price clearly out of proportion to the product's value), we tell you before dispatch: you can confirm the order on the correct terms or cancel it and receive a full refund of what you paid.

How to order

1. Add products to the cart and go to checkout.
2. Choose home delivery or collection in store and enter your details (as a guest or with your account).
3. Choose the payment method and, if you like, enter a coupon.
4. Check the summary: before confirming you can correct any detail by going back to the previous steps.
5. Accept these Terms, read the Privacy Policy and confirm with the payment button. Confirming creates an obligation to pay.

When the contract is formed

The contract is formed when you receive the order confirmation ("Order confirmed") at the email address you gave, with a summary of products, prices, costs and order details and a reference to these Terms. Keep it: it is the confirmation of the contract on a durable medium. If you do not receive it, check your spam folder and contact us.

We then write to you when we receive payment, when we prepare and dispatch the order (with the tracking link) and when it shows as delivered. You can also follow its status in your account or on the Track order page.

When we may cancel an order

We may cancel an order, even one already confirmed, by telling you without delay and refunding everything you paid within 14 days, if:

1. the product is no longer available (for example because it was sold in the meantime in a shop or because of a stock error): where possible we offer an alternative, which you are free to refuse;
2. there is an obvious pricing or description error and you do not confirm the order on the correct terms (section 4);
3. we have reasonable grounds to suspect fraud or unlawful use of a payment method, or we cannot verify the payment or the buyer's identity;
4. payment is not received within the period stated in section 6;
5. the delivery address is not in Italy or cannot be reached by the carrier.

Your statutory rights are not affected. We may limit the quantity each customer can buy, for example for products on promotion, stating this on the product page or at checkout.

Invoices

If you buy with a VAT number and need an invoice, send us your tax details (company name, VAT number, recipient code or certified email address) when you order or straight after, before dispatch.

The payment methods available are those shown at checkout and may change over time. We currently accept card, Klarna, PayPal and bank transfer. We do not accept cash on delivery.

Credit, debit or prepaid card

Card payments are processed by Stripe. You enter your card details in Stripe's secure form: we never see or store them. The amount is charged when you confirm the order; your bank may ask for additional authentication (for example 3D Secure).

Klarna

Klarna is offered through Stripe: you are redirected to Klarna to complete payment. The options offered (for example instalments or pay later) are Klarna's services, subject to Klarna's assessment and terms, and form an agreement between you and Klarna. We receive payment for the order. If you withdraw or receive a refund, Klarna updates or cancels your payment plan.

PayPal

You are redirected to PayPal and pay under PayPal's terms. Any refund goes back to your PayPal account.

Bank transfer

1. Choose "Bank transfer" and confirm the order. We show you, and email you, the account holder, IBAN, BIC, bank, amount and payment reference.
2. Transfer the exact amount, using the order reference we gave you as the payment reference: this is how we match the payment to your order.
3. To speed up the check you can send us the transfer receipt (with the CRO or TRN number) on WhatsApp at +39 350 999 9989 or by email to info@kamilstore.it, quoting your order number. The receipt helps, but the order counts as paid only when the amount reaches our account.
4. Until the funds arrive the order stays "awaiting payment": we dispatch it or prepare it for collection only afterwards. A standard transfer can take one or more working days; an instant transfer is faster.

Unpaid orders

• An order not yet paid (a transfer not yet received, or a card, Klarna or PayPal payment that was interrupted or failed) stays pending and you can complete it with the link in your email or from your account. While it is pending we send you reminders.
• We hold the order for 48 hours from its confirmation, as stated in the reminders. If payment has not been completed within that time or, for a bank transfer, has not been sent, we may cancel the order.
• If you sent the transfer within that time but the funds arrive later, send us the receipt: we keep the order if the product is still available, otherwise we refund you in full.
• We try to set aside the products of an order awaiting payment, but until payment is received we cannot guarantee their availability, especially for single units also sold in our shops. If the product is no longer available we tell you and refund anything you have paid.

Security and fraud checks

Payments may be subject to automated checks by the providers (Stripe, Klarna, PayPal) and to our own checks. Before dispatch we may ask for further information, for example confirmation from the cardholder or an identity document on collection. If the checks are not passed we may cancel the order with a full refund (section 5). Never send us full card details or passwords by email or WhatsApp.

• We ship only within Italy, islands included, by courier with tracking.
• We dispatch orders once payment is confirmed (for bank transfers, once the funds arrive). Delivery normally takes 24–48 working hours from dispatch; islands and less well-served areas may take a few days more. Times are indicative.
• Unless agreed otherwise, we deliver within 30 days of the contract being formed. If we do not, you can give us a reasonable additional period; if that also passes, you can terminate the contract and get an immediate refund of what you paid (art. 61 of the Consumer Code).
• When we dispatch the order you receive an email with the tracking link.
• The risk of loss of or damage to the products passes to you when you, or a person you designate other than the carrier, take physical possession of them (art. 63 of the Consumer Code). Until then, a parcel lost or damaged in transit is at our risk.

Check the parcel on delivery

• Check that the number of parcels is right and the packaging is intact (original tape, no signs of opening, crushing or water).
• If the packaging is visibly damaged or tampered with, you can refuse delivery, or accept it with a specific reservation written on the carrier's document (for example "accepted with reservation: packaging damaged"). Signing without a reservation does not take away your consumer rights, but makes the claim with the carrier harder.

Damaged, incomplete, wrong or missing parcel

• If the parcel or product arrives damaged, something is missing, or you received a different product, write to us at info@kamilstore.it or on WhatsApp with your order number and photos of the parcel, label, packaging and product. Keep the packaging until the case is closed.
• Tell us as soon as possible, preferably within 7 days of delivery, so that we can open the claim with the carrier straight away and arrange a replacement or refund. We pay the costs. Your right of withdrawal and the legal guarantee still apply after that period.
• If tracking shows "delivered" but you received nothing, check with neighbours, the concierge or the pick-up point and contact us within a few days: we open an investigation with the carrier and, if the parcel is lost, we send it again or refund you.

Failed delivery

If the carrier cannot deliver, it leaves a notice and may hold the parcel for a limited time. If the parcel comes back to us because nobody was in, it was not collected from the depot or you gave us a wrong address, we contact you: you can ask us to send it again and pay for the new shipment, or cancel the order. If you cancel, we refund what you paid less only the return costs actually charged by the carrier.

Collection in store

• Choose "Collect in store" at checkout: you pay no shipping. The collection point is shown at checkout (normally the Pontedera shop); to collect in Pisa, ask us first whether that is possible.
• Wait for our message that the order is ready before coming to the shop. Orders paid by bank transfer are ready once the funds arrive.
• Opening hours: Monday to Saturday, 9:30–13:00 and 15:00–20:00.
• Bring the order holder's identity document and the order number or confirmation email. Someone else can collect for you with a signed written authorisation, a copy of your identity document and their own identity document. If we cannot verify identity, we do not hand over the order.
• Check the product when you collect it. Collection counts as delivery: the 14-day withdrawal period runs from that day.
• Please collect your order within a reasonable time. If you do not collect it and do not reply to our messages, we may cancel the order and refund what you paid.

If you are a consumer you can withdraw from a distance contract (for example an order on the Site, even if you collect it in store) within 14 days, without giving a reason and without penalty (arts. 52-59 of the Consumer Code).

• For products, the period runs from the day you, or a person you designate other than the carrier, take possession of them. If an order includes several products delivered separately, it runs from delivery of the last one.
• For services (for example a repair booked online), the period runs from the day the contract is formed.
• You can also withdraw before receiving the products (see also section 10).
• The right of withdrawal does not apply to business customers or to purchases made directly in a shop.

How to withdraw

1. Within 14 days, send us a clear statement of your decision to withdraw, with your order number: by email to info@kamilstore.it, in writing on WhatsApp at +39 350 999 9989, or by handing it in at one of our shops. You can use the model withdrawal form below, but you do not have to. For delivered orders you can also use the refund request in your account.
2. You meet the deadline if you send your statement before it expires. We confirm receipt and tell you how to return the product.
3. Return the product within 14 days of telling us: send it to the address we confirm or bring it to one of our shops. You meet the deadline if you send it before it expires.

Condition of the returned product

• Return the product with all accessories, manuals, documents and any free gifts and, if possible, in its original box. Pack it properly: we recommend a tracked and insured shipment.
• You may open the box and handle the product as far as necessary to establish its nature, characteristics and functioning, as you would in a shop: opening a device's box to try it does not take away your right of withdrawal.
• You are liable only for any loss in value caused by other handling (for example signs of use, scratches, missing parts, a dirty product). In that case we may deduct the corresponding amount from the refund and explain why.
• Smartphones, tablets, computers and smartwatches: before returning, back up your data, sign out of and remove all accounts (Apple ID and "Find My", Google account, manufacturer account), remove SIM and memory cards, turn off passcodes and locks, and reset to factory settings. A device still linked to your account cannot be checked or used: we ask you to remove the lock, remotely if necessary, and we may wait for it to be removed before refunding. We are not responsible for data left on the device, which we erase.

Costs and refund

• The direct cost of returning the product is yours, unless it is faulty, damaged or not what you ordered.
• We refund all payments received, including standard delivery costs, within 14 days of the day we receive your withdrawal statement, using the same payment method you used (unless you expressly ask for a different one), at no cost to you. If you chose a delivery option more expensive than standard delivery, the difference is not refunded.
• We may withhold the refund until we have received the product back or you have shown proof of sending it, whichever is earlier.
• If you paid with Klarna, withdrawal also ends the Klarna payment plan linked to the purchase, at no cost to you (art. 77 of the Consumer Code).
• Section 11 has more detail on refund times and methods.

When withdrawal does not apply (art. 59 of the Consumer Code)

• products made to your specifications or clearly personalised (for example engraved);
• sealed products that are not suitable for return for health protection or hygiene reasons and were unsealed after delivery (for example in-ear earphones supplied sealed for hygiene reasons);
• sealed audio or video recordings and sealed software (for example video games on disc) unsealed after delivery;
• digital content not supplied on a tangible medium (for example codes, licences or downloads) once supply has begun with your express consent and your acknowledgement that you lose the right of withdrawal;
• services, such as repairs, fully performed before the period ends, where performance began with your express agreement and your acknowledgement that you lose the right of withdrawal once the service is complete. If you withdraw after asking us to start the service, you pay only for the part already performed.

Model withdrawal form

Form set out in Annex I, part B, of the Consumer Code. Copy it, fill it in and send it to info@kamilstore.it. The Italian version is also on the Shipping, returns and warranty page, where you can copy it with one click.

Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)

— To: Kamil Store Smart Phone di Ehsan Kamil, Via I° Maggio, 13, 56025 Pontedera (PI), VAT no. IT07299410485, email info@kamilstore.it
— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*): …
— Order number: …
— Ordered on (*)/received on (*): …
— Name of consumer(s): …
— Address of consumer(s): …
— Signature of consumer(s) (only if this form is notified on paper): …
— Date: …

(*) Delete as appropriate.

For products sold to consumers we are liable, under arts. 128 et seq. of the Italian Consumer Code (as amended by Legislative Decree 170/2021), for any lack of conformity existing at delivery that becomes apparent within:

• 24 months of delivery, for new products;
• 12 months of delivery, for used and refurbished products. For second-hand goods the law allows the parties to agree a shorter period of no less than one year: by buying a used or refurbished product you accept this 12-month period, which is also stated on the product page.

A product is in conformity when it matches the product page description (including the stated cosmetic grade and battery condition), has the quality and features stated and normal for products of the same type, is fit for normal use and comes with the accessories and instructions stated.

• Unless proven otherwise, a defect that becomes apparent within one year of delivery is presumed to have existed at delivery.
• You must report the defect to us within two months of discovering it.

Your remedies

1. Repair or replacement, as you choose, free of charge (shipping, labour, parts) and within a reasonable time, unless the remedy you choose is impossible or would cost disproportionately more than the other. For a used device, if an identical unit is not available, we may offer an equivalent device, which you are free to refuse.
2. A proportionate price reduction or termination of the contract (with a refund), if we have not repaired or replaced the product or have refused to do so, if the defect reappears despite our attempt, if the defect is so serious that an immediate price reduction or termination is justified, or if we have said we will not bring the product into conformity. The contract cannot be terminated for a minor defect.

Quick replacement in the first 7 days

If within 7 days of delivery a product develops a fault you did not cause, tell us: if one is available, we replace it with an identical or equivalent product without making you wait for a repair. This commitment is in addition to the legal guarantee and does not limit it.

What is not covered

• damage occurring after delivery, such as drops, knocks, crushing, broken glass, contact with liquid or moisture (even on devices described as water-resistant);
• misuse or use not in line with the instructions, unsuitable accessories, software modifications (for example jailbreak or root);
• opening or repairs carried out by third parties not authorised by us;
• normal wear from use after delivery, including the gradual loss of battery capacity. A battery that does not match what was stated, or shows an abnormal drop not explained by normal use, remains covered;
• characteristics you knew about or that were stated at purchase, such as the cosmetic marks described by a used device's grade;
• account locks you activated and loss of data.

How to claim

1. Contact us at info@kamilstore.it, on +39 350 999 9989 (also on WhatsApp) or at one of our shops, with your order number or proof of purchase, a description of the fault and any photos or videos.
2. We tell you how to bring or send the product. For covered defects, shipping costs are paid by us.
3. Before handing over a device, back up your data, turn off "Find My" and other account locks, and remove SIM and memory cards: repair or replacement may erase data.
4. If our check shows the problem is not covered (for example liquid damage), we explain why and, where possible, offer a paid repair quote, which you can refuse. We then return the product; the return shipping cost is yours only if we told you about it before receiving the product.

Manufacturer's warranty and additional warranties

The manufacturer's warranty (commercial guarantee), where there is one, is in addition to the legal guarantee and neither replaces nor limits it: you can claim it directly from the manufacturer on its terms. Any warranty extension bought as an extra service follows its own terms and does not limit the legal guarantee.

Business customers

Purchases made with a VAT number for business purposes are covered by the warranty against defects in arts. 1490 et seq. of the Italian Civil Code: defects must be reported within 8 days of discovery, and claims are time-barred one year after delivery.

Before dispatch

• If you have an account, you can cancel the order from "My orders" while its status is "Pending", that is, before we start processing it.
• If you ordered as a guest, you can cancel it from the link in your email as long as payment has not been made.
• Otherwise write to us straight away at info@kamilstore.it or on WhatsApp: if the order has not left yet, we cancel it.
• If you had already paid, we refund you in full within 14 days using the same payment method (section 11).
• An order for collection in store can be cancelled until you collect it, with a full refund.

After dispatch

We cannot stop a parcel already handed to the carrier. You can refuse delivery or, after receiving it, exercise your right of withdrawal (section 8). If you refuse delivery for a reason not related to damage or a mistake of ours, the withdrawal rules apply: we refund what you paid less the return costs actually charged by the carrier.

Changes

• To change the address, products or billing details, contact us before dispatch: we will do our best but cannot guarantee it. To change products we may ask you to cancel the order and place a new one.
• While an order is awaiting payment you can choose another payment method on the order page.

Repair bookings and trade-in requests follow the cancellation rules in sections 12 and 13. For business customers, cancelling after the order is confirmed requires our agreement.

Timing

• Withdrawal: within 14 days of the day we receive your statement; we may wait until we receive the product or proof of sending (section 8).
• Cancellation by you before dispatch, or by us: within 14 days of the cancellation.
• Guarantee (termination of the contract or price reduction): without undue delay and in any case within 14 days of receiving the returned product or, if it does not need to be returned, of agreeing the remedy.

Requesting from your account

For a delivered order you can also request a refund from your account within 14 days of delivery, giving the reason and the amount (it can be part of the order). One request per order can be open at a time, and you can see its status: requested, approved, rejected, completed. Your account is only one way to ask: you can always email us or write on WhatsApp and, for defects covered by the guarantee, also after the 14 days.

Refund method

• Card: credited back to the same card. How long it takes to appear on your statement depends on your bank.
• PayPal: refunded to the PayPal account you paid with.
• Klarna: the refund is processed through Klarna, which updates or cancels the payment plan and returns any amounts already paid under its terms.
• Bank transfer: refunded by bank transfer. We ask you by email for the IBAN and account holder, which must be you (or whoever paid for the order). The 14-day period is not suspended if you send these details late, but we cannot make the transfer without them.
• A voucher or credit instead of a cash refund only if you expressly ask for it.

Partial refunds, coupons and credits

• If you withdraw from only part of the order, we refund the price of the products returned; a coupon discount applied to the whole order is shared proportionally across the products. Standard delivery costs are refunded when you withdraw from the whole order.
• We may deduct from the refund only what these Terms and the law allow, for example the loss in value of a returned product (section 8), and we tell you when we do.
• Coupons, points and promotional credits are not refundable in cash. For coupons see section 4; referral bonuses and credits follow the Referral programme terms.

We repair smartphones, tablets, computers and other devices in our shops in Pontedera and Pisa, booked on the Site (with a date and time) or by bringing the device to a shop.

Prices, diagnosis and quotes

• The price of a repair published on the Site for your model is the one valid at the time of booking.
• Before starting we check the device. If the fault differs from the one described, or further work or parts are needed, we send you a new quote and go ahead only with your approval. If you do not approve it, we return the device at no cost, except for a diagnosis fee we told you about and you accepted beforehand.
• You can pay online when booking, using the methods shown, or in the shop, where that option is available.

Cancellation and withdrawal

• You can cancel a booking from your account while it is "pending", or by contacting us before the appointment. If you paid online, we refund you within 14 days.
• Repairs booked online carry the 14-day right of withdrawal in section 8. If you ask us to carry out the repair before the period ends and the repair is completed, you lose the right of withdrawal.

Data, passcodes and accessories

• Back up your data before the repair: some repairs can erase it. We are not liable for loss of data, except in cases of wilful misconduct or gross negligence.
• Remove SIM and memory cards, cases and accessories. We ask you to turn off locks or give us your passcode only where it is essential to test the device.

Parts

We use original parts or compatible parts of suitable quality, as stated in the service description or quote. With some non-original parts the device may show a notice about the part or lose some features (for example True Tone or automatic display adjustment): we tell you beforehand. Once opened, a device may lose its original water and dust resistance, which we cannot guarantee.

Repair warranty

Every repair is guaranteed for 12 months from when the device is returned to you. The warranty covers the part replaced and the work done. It does not cover new damage (drops, liquid, pressure), work by third parties, or faults in other components unrelated to the repair. It is in addition to your statutory rights.

Liquid-damaged or previously opened devices

A device that is wet, corroded, previously opened by others or badly damaged may have hidden damage: the repair may not succeed and other faults may appear during or after the work, up to the device stopping working altogether. We go ahead only after explaining this and with your consent. In these cases the warranty covers the part replaced, but not faults in other components caused by corrosion or by the existing damage.

Collecting the repaired device

• We tell you when the device is ready. To collect it, bring the repair reference code and an identity document.
• If you chose to pay in the shop, the balance is due on collection. We may keep the device until the amount due has been paid.
• If you do not collect the device despite our messages, we send you a written reminder with a deadline for collection. If that deadline passes, we may exercise the rights the law gives us over the device and for the amounts due.

We may refuse to repair a device of doubtful origin or one reported as stolen or lost.

With a trade-in you sell us one of your used devices. You can get a valuation online on the Trade-in page or directly in a shop. In a shop the value can be taken off the price of a purchase.

Valuation and how long the offer lasts

• The online valuation is instant and based on your answers about model, condition and functioning. It is an estimate: the final price is confirmed after our inspection.
• The offer is valid for the number of days stated in the offer (normally 14 days), and the device must be sent or brought to a shop within the stated period (normally 14 days). After that, we offer a new valuation at current prices.

Requirements for the device and the seller

• You must be at least 18 and the owner of the device, or authorised to sell it.
• The device must not be stolen, lost, carrier-locked or blacklisted (we check the IMEI and serial number), nor tied to an unpaid financing or instalment contract.
• You must remove all accounts and locks (Apple ID and "Find My", Google account and factory reset protection, manufacturer account), take out SIM and memory cards and, if you can, reset to factory settings.
• As required by the rules on trading second-hand goods, we may ask for an identity document and we record the device details. If the device turns out to be of unlawful origin, we do not pay for it and may inform the authorities.
• Do not send us cases, accessories or boxes: we cannot guarantee to return them.

Inspection and revised offer

• We normally inspect the device within 3–5 working days of receiving it and check that it matches your answers (cosmetic condition, functioning, battery, replaced parts, locks).
• If it matches, we confirm the price. If it does not, we send you a revised offer with the reason: you can accept or refuse it.
• If you refuse the revised offer, or the device cannot be accepted (for example because it is still locked to an account), we return it free of charge, in a shop or by shipping at our expense. If you do not reply, we send reminders before arranging the return.

Payment

• We pay by bank transfer to an IBAN in your name or by PayPal, as you choose. For PayPal, the fee shown in the offer is deducted.
• Payment is normally made within 3–5 working days of receiving the device or, if the offer was revised, of your acceptance.
• Ownership of the device passes to us on payment (or, in a shop, when the discount is applied to your purchase).

Shipping, data and cancellation

• Pack the device carefully and follow the shipping instructions we send you.
• Erase your data before sending. We always carry out a full erase before reselling the device and do not access its contents; we are not responsible for data left on the device, except in cases of wilful misconduct or gross negligence.
• You can cancel a trade-in request from your account while it is "submitted" or "under review"; after that, contact us.
• When you sell us a device you are the seller: the consumer right of withdrawal does not apply to the trade-in, but no sale is final until you accept the final price.
• If a trade-in value was taken off the price of an online purchase and you withdraw from that purchase, the value credited for your device is refunded to you in money together with the rest.

We process your personal data to manage accounts, orders, payments, deliveries, support, repairs and trade-ins and to meet legal obligations, as described in the Privacy Policy. Payments are handled by Stripe, Klarna and PayPal, which process the data they need under their own privacy notices.

• Service messages: we send you order messages by email (and, where needed, by phone, SMS or WhatsApp): confirmation, payment details, reminders, dispatch, collection, refunds. They are part of the contract. If you turn off order email notifications in your account, you may miss important information such as bank transfer details or the order confirmation.
• Marketing: we send newsletters and offers only with your consent, which you can withdraw at any time using the link in every message or in your account.
• When you write to us on WhatsApp, WhatsApp's own terms also apply.

• Towards consumers we are liable as provided by law. Nothing in these Terms limits or excludes the rights that the Consumer Code and other mandatory rules give you, nor our liability for wilful misconduct, gross negligence or personal injury.
• We take care of the Site, but it may be temporarily unavailable, for example for maintenance or technical problems at our providers. This does not affect orders already concluded.
• We are not responsible for the content of third-party sites the Site links to.
• Towards business customers, to the extent permitted by law and except for wilful misconduct or gross negligence, our liability is limited to direct and foreseeable damage and does not exceed the value of the order concerned.
• Text, images, trademarks and graphics on the Site belong to Kamil Store or their respective owners and may not be reused without permission. Manufacturers' trademarks belong to their owners.

Force majeure

We are not liable for delays or failures caused by events beyond our reasonable control, such as natural disasters, epidemics, war, carrier strikes, power or network outages, or orders of the authorities. We tell you as soon as possible; if the problem continues, you can cancel an order not yet dispatched and receive a full refund. Your rights in case of non-delivery (section 7) are not affected.

• Email: info@kamilstore.it — the best channel for complaints, because it leaves a written record.
• Phone and WhatsApp: +39 350 999 9989.
• Shops: Pontedera, Via I° Maggio, 13, 56025 Pontedera (PI); Pisa, Lungarno Mediceo, 54, 56127 Pisa (PI); Monday to Saturday, 9:30–13:00 and 15:00–20:00.

Always give your order number (or the repair or trade-in code) and describe the problem, with photos where useful. We normally reply within 2 working hours on opening days; if a complaint needs checking (for example with the carrier), we keep you updated and give you a written answer.

Out-of-court dispute resolution

If we cannot find a solution together, as a consumer you can turn to an alternative dispute resolution (ADR) body under arts. 141 et seq. of the Consumer Code, for example a mediation body or a joint conciliation body listed by the competent authorities, also with the help of a consumer association. We will consider taking part in good faith. The EU online dispute resolution (ODR) platform has not been available since 2025. You can always go to court.

Governing law and jurisdiction

• Contracts are governed by Italian law. If you are a consumer resident in another EU country, you keep the protection of the mandatory rules of your country of residence.
• For disputes with consumers, the court of the consumer's place of residence or domicile, if in Italy, has jurisdiction (art. 66-bis of the Consumer Code).
• For disputes with business customers, the courts of Pisa have exclusive jurisdiction.

• We may update these Terms, for example because of changes in the law or in our services. The new version is published on this page with its date and applies to orders placed after publication.
• Orders already placed remain governed by the version accepted when they were placed. If you have an account, we may tell you about important changes by email.
• If a clause turns out to be invalid, the others remain valid.
• Version 2.0, in force from 13 September 2026. Previous versions are available on request at info@kamilstore.it.