Business Policies
Last updated: November 2025
The following policies govern commercial relationships between CAREPETI STORAGE SLRS and its wholesale customers.
1. Wholesale Order Policy
1.1. Minimum Requirements
- •Minimum order quantity (MOQ) specific for each product category
- •Minimum order value: €1,000 (excluding VAT and shipping)
- •Business account registration required
- •Company credentials verification (VAT number, tax code)
1.2. Order Process
- •Quote request via platform or commercial contact
- •Quote confirmation valid for 30 days
- •Order confirmed only after deposit payment (30%)
- •Production/preparation time: 15-30 working days
- •Full balance required before shipment
1.3. Changes and Cancellations
- •Order changes possible within 48 hours of confirmation
- •Free cancellation within 48 hours of confirmation
- •After 48 hours: 20% penalty on deposit
- •Orders in production cannot be cancelled
2. Pricing Policy
2.1. Pricing Structure
- •Wholesale prices based on volume and order frequency
- •Progressive discounts for high-volume orders
- •Customized price lists for regular customers
- •Prices in Euro (€), excluding VAT
2.2. Price Changes
- •Prices subject to change with 30 days notice
- •Confirmed orders maintain agreed price
- •Raw material increases may require renegotiation
3. Payment Policy
3.1. Payment Methods
- •Bank transfer (preferred)
- •Corporate credit card (for orders < €5,000)
- •Letter of credit (for international orders > €20,000)
- •Special terms for customers with established history
3.2. Payment Terms
- •New customers: 30% deposit + 70% before shipment
- •Regular customers: possible extension to 30-60 days
- •Late payments: 8% annual interest
- •Non-payment: service suspension and legal action
4. Shipping and Delivery Policy
4.1. Shipping Methods
- •Standard shipping: 7-15 working days (Italy)
- •International shipping: 15-30 working days
- •Express shipping available with surcharge
- •Tracking provided for all shipments
4.2. Shipping Costs
- •Calculated based on weight, volume and destination
- •Free shipping for orders > €5,000 (Italy only)
- •Customs clearance and duties at customer expense (export)
- •Transport insurance included
4.3. Liability
- •Standard Incoterms: EXW, FCA, or DAP (to be agreed)
- •Goods inspection within 3 days of delivery
- •Visible damage: immediate notification to carrier
- •Hidden damage: notification within 7 days
5. Returns and Refunds Policy
5.1. Return Conditions
- •Accepted only for: manufacturing defects, shipping errors
- •Not accepted for: changes of mind, customized orders
- •Products must be: unused, original packaging, intact labels
- •Return authorization required within 7 days of delivery
5.2. Return Process
- •RMA (Return Merchandise Authorization) request required
- •Photo documentation of defect required
- •Products rejected to sender if not authorized
- •Return costs: customer expense (unless confirmed defects)
5.3. Refunds and Replacements
- •Preference for replacement of defective product
- •Refund: within 30 days of return approval
- •Refund to original payment method
- •Original shipping costs non-refundable
6. Quality Policy
6.1. Quality Standards
- •Direct collaboration with CAREPETI manufacturing
- •Mandatory pre-shipment quality control
- •Compliance with European regulations (REACH, CE)
- •Product certifications available on request
6.2. Warranty
- •12-month warranty on manufacturing defects
- •Coverage: defective materials, poor workmanship
- •Not covered: normal wear, improper use, incorrect installation
- •Extended warranty available for a fee
7. Customer Service
7.1. Support
- •Dedicated assistance for B2B customers
- •Hours: Mon-Fri 9:00-18:00 (CET)
- •Channels: Email, phone, online platform
- •Response time: max 24 working hours
7.2. Account Manager
- •Assigned for orders > €10,000/year
- •Personalized assistance and product consulting
- •Priority order and complaint management
8. Loyalty Program
8.1. Customer Tiers
- •Bronze: €5,000-€15,000/year - 5% discount
- •Silver: €15,000-€50,000/year - 8% discount
- •Gold: > €50,000/year - 12% discount + extra benefits
8.2. Additional Benefits
- •Early access to new products
- •Extended payment terms
- •Priority support
- •Free samples