Can I return a custom-made product or one with custom software written for it?
Goods prepared in line with the consumer's requests or personal needs are outside the right of withdrawal under Article 15 of the Distance Contracts Regulation. Products loaded with software specific to you or produced with a custom cable length or custom connector configuration fall within this scope. However, if the product is defective, your rights of return and exchange apply just the same.
The distinction needs to be kept clear:
- Right of withdrawal: the right to return without giving a reason, and it cannot be used for custom-made goods. Because these products cannot be resold, as they do not suit another buyer's need.
- Defective goods rights: if the product is contrary to the contract, does not work or does not have the committed features, your rights under art. 11 of Law no. 6502 continue: free repair, replacement with a defect-free equivalent, a reduction in price or withdrawal from the contract. These rights apply to custom-made products too.
For this reason it is important that the technical specification is clarified in writing before ordering in custom production requests: voltage, current, number of channels, cable length, connector type and function definitions are confirmed in writing.
Change requests made before production starts can usually be accommodated; after production has started, the terms are assessed separately. Send your request from the contact page.