Terms & Conditions

1. Object
1.1. These General Terms and Conditions of Sale (hereinafter, “General Conditions”) govern the purchase of Products made remotely via the website www.santicues.com (hereinafter, “the Site”).
1.2. The owner of the Site is Santi Group srl, with sole shareholder Francesco Bencivenga (hereinafter, “Santi Cues”), with its registered office at Via Edison, 55 – 31020 Villorba (TV), VAT number 05324380269.

2. Acceptance of the General Terms and Conditions of Sale
2.1. All purchases of products made through the Site (hereinafter, “Purchase Contracts”) by users accessing it (hereinafter, “Customers”) are governed by these General Conditions, as well as by the Italian Consumer Code (Legislative Decree No. 206/2005), Section II on Distance Contracts (Articles 50 – 67), and Italian legislation on electronic commerce (Legislative Decree No. 70/2003).
2.2. By concluding the Purchase Contracts, the Customer agrees to comply with these General Conditions.
2.3. Therefore, the Customer must carefully read these General Conditions before making any purchase, as Santi Cues makes them available to allow their reproduction and storage in compliance with Article 12, paragraph 3 of Legislative Decree No. 70/2003.
2.4. Santi Cues may modify the content of the General Conditions at any time and without prior notice. Each Purchase Contract will apply the General Conditions published on the Site at the time the order is placed by the Customer.

3. Products
3.1. www.santicues.com (hereinafter, the “Site”) is an online sales platform for billiard accessories, exclusively under the Santi Cues brand (hereinafter, the “Products”).
3.2. All Products offered are fully illustrated on the Site within their respective sections, categorized by Product type.
3.3. The visual representation of the Products on the Site, where available, is for illustrative purposes and typically corresponds to photographic images of the Products themselves. It serves only to present them for sale, without any guarantee or commitment from Santi Cues regarding the exact match of the image shown on the Site to the actual Product, especially concerning the actual size and/or color of the Products and/or packaging.
3.4. In case of discrepancies between the image and the product description, the product description always prevails.

4. Purchase Procedure
4.1. The Customer may purchase the Products listed in the Santi Cues online catalog, detailed on the Site in their respective sections by Product category, as described in the product information sheets on the Site, following the technical access procedures provided.
4.2. To purchase Products, the Customer must register on the Site by entering their personal details, following the registration process instructions, and complete and submit the electronic order form available on the Site, following the instructions provided. Purchase orders must be accurately completed in every part. If the Customer does not wish to register on the Site, they can still complete the purchase process, but will not be able to check the status of their orders or take advantage of discounts and promotions.
4.3. The Customer must add the selected Products to the appropriate “Cart” and, after accepting the delivery charges, if applicable, proceed with the purchase.
4.4. If the Customer needs to modify the purchase order or correct any data within it, they must follow the modification procedure on the Site. In particular, the Customer will be able to change the quantity of Products they intend to purchase by adding or removing one or more Products from the Cart.
4.5. Once the process is complete, the Customer will see a summary screen of the purchase order, including delivery charges (if applicable), with a request for further confirmation of the purchase process.
4.6. After viewing the summary, the Customer must select their preferred payment method, such as credit card or PayPal.

5. Conclusion of the Contract
5.1. The publication of Products displayed on the Site constitutes an invitation to the Customer to submit a purchase proposal. The order sent by the Customer is considered a contractual proposal and implies full knowledge and acceptance of these General Conditions.
5.2. Each Purchase Contract between Santi Cues and the Customer is concluded with the acceptance of the order by Santi Cues, sent to the Customer’s email address. This confirmation message will include an “Order Number,” to be used in all future communications with Santi Cues. The message will repeat, along with legally required information, all the data provided by the Customer, who must verify its accuracy and promptly communicate any necessary corrections. Any additional costs arising from errors in the data not promptly communicated will be the sole responsibility of the Customer.
5.3. Each order can be viewed by the Customer on the Site in their personal area if registered, or by contacting Santi Cues immediately after submitting the order.
5.4. There may be occasional unavailability of the Products offered. In this case, if the Products selected by the Customer are not fully or partially available, the order will be shipped with the available products after notifying the Customer of the unavailable items.
5.5. Santi Cues reserves the right to accept or reject the Customer’s order at its discretion, without the Customer being entitled to make any claims or rights of any kind, including compensation, in case of non-acceptance of the order.
5.6. In particular, Santi Cues reserves the right not to accept purchase proposals and to cancel orders that do not provide sufficient solvency guarantees or when anomalies in transactions or payment methods used by the Customer are detected, even following checks with the credit card payment network.
5.7. The Customer may check the content of the Purchase Contracts concluded at any time by accessing their personal area on the Site, if registered, or by contacting Santi Cues’ Customer Service. These data will be available for a period of 12 months from the delivery of the Products.

6. Product Prices
All Product prices are clearly indicated on the Site and include VAT. Delivery charges (if applicable) are clearly displayed at the time of the order. The cost of each shipment may vary based on the delivery method, payment method, destination, and total order amount.

7. Invoicing and Payment Methods
7.1. Santi Cues issues an invoice for purchased Products when the Products are handed over to the courier for shipment, sending it via email to the Customer. The details provided by the Customer will be used for the invoice. No changes to the details will be possible after the invoice has been issued.
7.2. As detailed below, payments by credit card and PayPal require only an authorization or reservation of funds without actual debit when the Customer places the order. Payment is debited from the Customer only when the Products are handed over to the courier for shipment. At this point, Santi Cues will also issue the invoice for the order.
7.3. The payment of Products is made by credit card or PayPal. The accepted credit cards are: Visa, Mastercard. All data is transferred in encrypted form via SSL certificate and is therefore not interceptable by external parties. Furthermore, data entry occurs directly on the bank’s website, ensuring maximum security. The order amount is not immediately charged to the card but at a later stage within the limits authorized by the Customer. When placing the order on the Santi Cues Site, only payment authorization is requested for the indicated amount (often at this stage, an SMS/email is sent to the Customer by the bank that issued the card). The authorization does not imply debiting of funds but simply a reservation of the relevant amount. When the order is handed over to the courier or another agent designated by Santi Cues for delivery, the debit of the due amount is requested. This ensures that the amount is debited from the credit card only upon material and certain shipment of the Products and only for the amount related to the Products actually shipped. PayPal, a company of the eBay group, is a fast and secure payment system. Once the order is completed, and PayPal is selected as the payment method, the buyer will be redirected to the PayPal site, where they can log in to their account by entering their email address and password. After registration, payments via PayPal can be made without re-entering data for subsequent purchases. Choosing to pay with PayPal, the amount is charged directly to the assigned credit card (Visa, Visa Electron, Mastercard, American Express) or prepaid card (PostePay). PayPal protects the buyer’s information as no financial information is shared. A confirmation email is sent by PayPal for each transaction made using this method. It is specified that the order amount is charged to the PayPal account when the order is handed over to the courier. During the order placement on the website, an authorization request will simply be made to verify availability on the Customer’s PayPal account without any charge. If the order is canceled, the amount will be refunded to the Customer’s PayPal account.

8. Delivery Methods and Costs
8.1. Santi Cues commits to delivering the goods without undue delay and in any case no later than thirty days from the conclusion of the contract. The delivery of the Products will be carried out by courier, and the delivery times will vary depending on the destination. The terms provided at the time of the purchase order are indicative.
8.2. Santi Cues cannot be held liable, under any circumstances, for any delay in the processing of the order or the delivery of the Products subject to the Purchase Contracts.
8.3. The ordered Products will be shipped to the postal address specified by the Customer. Upon handing over the Products to the courier, Santi Cues will send a shipping confirmation email to the Customer.
8.4. Deliveries will be made from Monday to Friday during regular business hours, excluding national holidays, according to the methods specified by the courier selected by the Customer. The delivery is deemed complete when the Product is made available to the Customer at the address specified in the order form. If delivery fails due to the absence of the recipient at the specified address, the courier will send an email notification and attempt a new delivery according to their procedures. If the second delivery fails due to the recipient’s absence, Santi Cues’ Customer Service will attempt to contact the Customer to arrange another delivery. If Santi Cues is unable to contact the Customer within 10 days or if another delivery fails due to the recipient’s absence, the Products will be returned to Santi Cues. After 30 days from the date the Products are returned to Santi Cues due to failed delivery, the contract will be considered terminated and the purchase order canceled pursuant to Article 1456 of the Italian Civil Code. Santi Cues will refund the amount paid by the Customer, net of the return shipping costs and the storage fees incurred by the courier.
8.5. The termination of the contract and the refund amount will be communicated via email. The refund will be credited to the payment method used by the Customer for the purchase. If, before the expiration of the 30-day period, the Customer requests the Products to be re-shipped, Santi Cues will arrange a new delivery, subject to payment of the delivery charges as well as the costs for returning the Products to Santi Cues and the storage fees.
8.6. Upon delivery of the Products by the courier engaged by Santi Cues (or upon collection at a designated pickup point), the Customer is required to carefully check:
a) That the anti-tampering label is intact and that the packaging is not damaged or otherwise altered.
b) That the number of pieces being delivered corresponds to what is stated on the shipping document.
8.7. Any damages to the anti-tampering label, packaging, and/or Products, or discrepancies in the number of pieces/boxes or any other discrepancies, must be immediately reported by the Customer, who can contact Santi Cues, specifying the order for which the issues occurred.
8.8. In cases of force majeure, unavailability of transport means, or unforeseen or unavoidable events that cause delivery delays or make deliveries difficult or impossible, or that result in a significant increase in delivery costs borne by Santi Cues, Santi Cues reserves the right to split, delay, or cancel, in whole or in part, the delivery or to terminate the Purchase Contract. In such cases, Santi Cues will provide timely and appropriate communication of its decisions to the Customer’s email address, and the Customer will be entitled to a refund of any amount already paid, excluding any further claims against Santi Cues for any reason.

9. Discount Coupons – Promotions
9.1. Any discount coupons or promotional codes can be entered at the time of order completion by the Customer. The system will update the total order amount, deducting the value of the coupon.
9.2. The discount coupon may be combined with other promotional offers only when explicitly stated.

10. Right of Withdrawal and Its Effects
10.1. The Customer has the right to withdraw from the contract, without stating any reasons, within 14 days.
10.2. The withdrawal period expires 14 days from the day on which the Customer or a third party designated by the Customer, other than the carrier, acquires physical possession of the goods. In the case of a contract involving multiple goods ordered in a single order and delivered separately, the withdrawal period expires 14 days from the day on which the Customer or a third party designated by the Customer, other than the carrier, acquires physical possession of the last good.
10.3. To exercise the right of withdrawal, the Customer must inform Santi Cues of their decision to withdraw from the contract by making an explicit declaration (for example, by letter sent by post, or email). The Customer may also send any other clear declaration of their decision to withdraw from the contract.
10.4. To meet the withdrawal deadline, it is sufficient for the Customer to send the communication concerning the exercise of the right of withdrawal before the withdrawal period expires.
10.5. If the Customer withdraws from the contract, Santi Cues will refund all payments received from the Customer, including delivery costs (except for additional costs arising from the Customer’s choice of a delivery method other than the least expensive standard delivery option offered), without undue delay and in any case no later than 14 days from the day on which Santi Cues is informed of the Customer’s decision to withdraw from the contract. Such refunds will be made using the same payment method used by the Customer for the initial transaction unless otherwise expressly agreed; in any case, the Customer will not incur any fees as a result of such refund. The refund may be withheld until Santi Cues receives the goods back or until the Customer has supplied evidence of having sent back the goods, whichever is earlier.
10.6. The Customer is required to return the goods to Santi Cues, Via Roma 68, 31029 – Vittorio Veneto (TV), Italy, without undue delay and in any event no later than 14 days from the day on which the Customer communicated their withdrawal from this contract. The deadline is met if the Customer sends back the goods before the 14-day period has expired. The direct costs of returning the goods will be borne by Santi Cues. The Customer is only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

11. Non-Conformity of Products and Defective Products
11.1. The Products offered on the Site comply with national and EU legislation. The images and colors of the Products published on the Site may differ from the actual ones due to local system settings and/or the tools used for their visualization.
11.2. In case of non-conformity of the purchased Products with respect to the description published on the Site or in case of faulty or defective Products, the Customer is entitled to an immediate refund for the non-conforming product.
11.3. A communication will follow from the Santi Cues staff indicating the refund method.
11.4. In any case, the provisions on the legal guarantee of conformity of goods, as set forth in the Italian Consumer Code (Legislative Decree No. 206/2005, Part IV, Articles 102-135), remain unaffected.

12. Data Privacy
Customer data is processed by Santi Cues in compliance with the applicable regulations on personal data protection, as specified in the Privacy Policy section of the Site.

13. Communications and Complaints
All communications or complaints from the Customer regarding the Purchase Contracts must be communicated using the appropriate tools available on the Site.

14. Intellectual Property Rights
All trademarks (registered or not), as well as any work of intellect, distinctive sign or denomination, image, photograph, written or graphic text, and more generally any other immaterial good protected by laws and international conventions on intellectual property and industrial property, reproduced on the Site remain the exclusive property of Santi Cues and/or its licensors. No rights arise for the Customer by accessing the Site and/or concluding Purchase Contracts regarding these. Any use, even partial, of these items is prohibited without prior written authorization from Santi Cues, to whom all related rights are exclusively reserved.

15. Applicable Law and Jurisdiction
15.1. These General Conditions and any contract concluded with the Customer are governed by Italian law, without prejudice to the application of EU regulations and international treaties when applicable, as well as national consumer protection regulations.
15.2. For any dispute relating to the interpretation, execution, validity, or effectiveness of these General Conditions and any contract concluded with the Customers, the court of the place of residence or domicile of the consumer, if located in Italy, will have jurisdiction.