General Terms and Conditions of Sale

These General Terms and Conditions of Sale (hereinafter, the “Terms”) govern the offer and distance sale of the products marketed through the website www.helmur.it (hereinafter, the “Site”). Sales are made by ALTITUDE S.r.l.s. (hereinafter, the “Seller” or “ALTITUDE”). “HELMUR” is the brand of the products offered for sale on the Site. The contractual relationship exists exclusively between the Customer and the Seller.

1. Identity of the Seller

The Helmur.it e-commerce Site is operated, and sales are made, by:

ALTITUDE S.r.l.s. (simplified limited liability company under Italian law)

• Registered office: Via Roma 386, 35010 San Giorgio delle Pertiche (PD), Italy
• VAT number and tax code: 05786140284
• Companies Register / REA number: PD-492448
• Share capital: € 1,000 fully paid up
• Certified email (PEC): [email protected]
• Customer service email: [email protected]
• Customer service telephone: +39 352 09 76 842

2. Definitions

• Customer / Consumer: the natural person acting for purposes outside any trade, business, craft or profession they may carry out, pursuant to art. 3 of Italian Legislative Decree 206/2005 (Consumer Code).
• Products: the HELMUR-branded garments and accessories in fine fibres (wool, cashmere, polyester and similar) offered for sale on the Site.
• Order: the purchase proposal sent by the Customer to the Seller through the Site.
• Consumer Code: Italian Legislative Decree no. 206 of 6 September 2005, as amended.

3. Subject matter and scope

These Terms govern exclusively the distance sales contracts concluded between the Seller and the Customer through the Site. Purchases through the Site are reserved for Consumers only. By placing an Order, the Customer declares that they have read and fully accept these Terms, in the version published on the Site at the time the Order is sent.

The contract may be concluded by Consumers who provide a delivery address in the countries served by the Seller and selectable at checkout (Italy, other European Union countries and certain non-EU countries). Switzerland and the Russian Federation are in any case excluded from sale and delivery. The Seller reserves the right to update the list of countries served; the destinations actually available are those shown on the Site at the time of the Order.

The Seller reserves the right to amend these Terms at any time. The Terms in force on the date the Order is sent apply to each Order.

4. Product characteristics and availability

The essential characteristics of the Products are described on each product page. The images and colours of the Products published on the Site are for illustrative purposes and may not correspond perfectly to the real ones because of the settings of the devices and screens used by the Customer. As these are items in natural fibres, slight variations in shade, hand and finish are to be considered characteristics of the product and not defects. Some visual content (images, settings) and text on the product pages may have been generated or modified by artificial intelligence systems: the essential characteristics stated on the product page and in the pre-contractual information therefore always prevail, as specified in art. 12 (Transparency on the use of artificial intelligence in content).

The Products are offered for sale while stocks dedicated to the e-commerce channel last. The Seller does not guarantee the continuous availability of every item, size or variant. Some Products may be offered in limited edition or exclusively for the online channel.

If, after the Order has been sent, one or more Products prove unavailable, the Seller will promptly inform the Customer and refund any sums already paid for the unavailable Products.

5. Prices

All Product prices shown on the Site are in Euro (€) and include VAT, unless otherwise stated. Prices do not include shipping costs, which are shown separately and calculated before the Order is confirmed, nor any customs duties and import taxes due for deliveries to non-EU countries (see art. 8).

The Seller reserves the right to change prices at any time, it being understood that the price applied will be the one shown on the Site at the time the Order is sent. In the event of an obvious clerical error in the price shown, the Seller reserves the right to cancel the Order, informing the Customer and refunding in full any sum paid.

6. Conclusion of the contract and handling of Orders

To place an Order, the Customer selects the desired Products by adding them to the basket, checks the Order summary (Products, quantities, price, shipping costs and delivery details), accepts these Terms and the privacy notice and confirms the Order by proceeding to payment.

Sending the Order constitutes a contractual proposal by the Customer. The sales contract is concluded when the Customer receives from the Seller, at the email address provided, confirmation that the Order has been accepted and is being processed. This confirmation summarises the Products purchased, the price, the payment method, the delivery details and the information on the right of withdrawal.

6.1 Refused or cancelled Orders

The Seller reserves the right not to accept, or to cancel in whole or in part, Orders that are anomalous, incomplete, in breach of these Terms, for which payment authorisation cannot be obtained, or that concern Products that have meanwhile become unavailable or are affected by a clerical pricing error. In such cases the Seller informs the Customer and, if payment has already been made, refunds in full the sums paid for the part of the Order not fulfilled, with no further charge to the Customer.

7. Payment methods

The Customer may pay using the following methods made available on the Site:

• credit/debit card (accepted networks shown at checkout);
• Revolut Pay;
• Apple Pay and Google Pay (where supported by the Customer’s device).

Transactions are handled through payment service providers that use security protocols. The Seller does not obtain or store the full details of the Customer’s payment instruments.

8. Shipping and delivery

The Seller ships to Italy, to the other countries of the European Union and, where available at checkout, to the non-EU countries served, excluding Switzerland and the Russian Federation. The available delivery zones, the related costs and the estimated times are shown on the Site and summarised before the Order is confirmed.

Order processing and dispatch are handled by the appointed logistics warehouse. Estimated delivery times run from Order confirmation and are indicative; any delays attributable to the courier, to force majeure or to circumstances beyond the Seller’s control cannot be charged to the Seller, without prejudice to the mandatory rights granted to the Consumer by law regarding delivery. The risk of loss of or damage to the Products passes to the Customer when the Customer, or a third party designated by the Customer other than the carrier, takes physical possession of the Products.

8.1 Deliveries to non-EU countries — duties and taxes

For deliveries to countries outside the European Union, the prices shown on the Site do not include customs duties, import VAT, customs clearance charges or other taxes required by the destination country. These amounts, where due, are borne exclusively by the Customer and are collected by the authorities or the courier at the time of import. Customers are invited to check in advance with the customs authorities of their country. Failure to collect the delivery or refusal to pay customs charges does not give the right to a refund of the shipping costs incurred.

8.2 Wrong address, uncollected parcels and storage

If the delivery address provided by the Customer is wrong or incomplete, or if the parcel is not collected within the courier’s holding period, the delivery may be returned to the sender. In such cases the Seller will refund the Customer only the price of the Products, retaining the original shipping costs and any storage and return charges applied by the courier. A new dispatch may be agreed with the Customer, with the related shipping costs charged.

9. Right of withdrawal

Pursuant to art. 52 et seq. of the Consumer Code, the Consumer Customer has the right to withdraw from the contract, without giving any reason and without penalty, within 14 (fourteen) days calendar days. The period runs from the day on which the Customer, or a third party designated by the Customer other than the carrier, takes physical possession of the Products; in the case of an Order with several Products delivered separately, from the day the last Product is received.

9.1 How to exercise the right

To exercise the right of withdrawal, the Customer must inform the Seller of their decision by an explicit and unequivocal statement, sent to the email address [email protected] or to the certified email (PEC) [email protected], within the period indicated above. For this purpose the Customer may use the model withdrawal form attached to these Terms (Annex A), although it is not compulsory. Alternatively, the Customer may exercise the right of withdrawal by submitting a request through the online returns portal, accessible from the Returns and refunds page and from the account area, stating the Order number and the email used for the purchase: a request submitted through the portal counts as notice of withdrawal. The burden of proof regarding the correct exercise of the right of withdrawal within the period lies with the Customer.

9.2 Return of the Products and costs

The Customer must return the Products to the Seller, or hand them to the appointed carrier, without undue delay and in any case within 14 days of the date on which they communicated their decision to withdraw. The deadline is met if the Customer sends back the Products before the 14-day period expires.

The direct cost of returning the Products is borne by the Customer. This condition is also made known to the Customer in the pre-contractual information and at checkout, before the Order is concluded.

If the return is started through the online returns portal, the Seller provides the Customer with a shipping label and the cost of the return is charged as a flat fee, according to the country the return is sent from and the shipping method chosen, as shown on the Returns and refunds page and in the portal before the request is confirmed; this amount is deducted from the refund or from the voucher or, in the case of an exchange of the Products, is paid by the Customer through the portal when the request is confirmed. If the Customer returns the Products independently, without using the portal, they bear the shipping cost directly: in that case a tracked delivery is recommended, as the risk of loss or damage during the return journey remains with the Customer until the Seller receives the goods.

The Products must be returned intact, unused, unwashed, complete with all original elements and accessories (tags, labels, seals and packaging). The Customer is liable for any diminished value of the Products resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

9.3 Refunds

The Seller refunds the Customer all sums received, including standard delivery costs (excluding any additional costs arising from the choice of a type of delivery other than the standard one offered), without undue delay and in any case within 14 days of the day on which it was informed of the withdrawal. The Seller may withhold the refund until it has received the Products or until the Customer has supplied evidence of having sent them back, whichever is the earliest. The refund is made using the same means of payment used by the Customer for the initial transaction, unless otherwise agreed. Through the returns portal the Customer may choose, instead of a refund to the original means of payment, a voucher to spend on the Site or an exchange of the Products for another size or colour, subject to availability; where the original means of payment does not allow a refund, it is made by bank transfer. In any event the Customer incurs no fees as a result of the refund.

In the case of partial withdrawal concerning only some of the Products in the Order, the initial delivery costs will not be refunded, as they are due for the delivery of the Products not returned as well. It is understood that the direct cost of returning the Products remains with the Customer.

9.4 Exceptions to the right of withdrawal

Pursuant to art. 59 of the Consumer Code, the right of withdrawal is excluded, among others, in the following cases relevant to the HELMUR catalogue:

• Products made to measure or clearly personalised — for example, garments made at the Customer’s specific request or personalised with embroidery, a monogram or initials;
• Sealed Products that cannot be returned for hygiene or health protection reasons — for example, underwear, socks and “base layer” garments in direct contact with the skin, sold sealed, if the packaging has been opened after delivery.

In the cases listed above, the exclusion of the right of withdrawal is indicated to the Customer on the relevant product page and/or at checkout, before the Order is concluded.

10. Legal guarantee of conformity

All Products sold are covered by the legal guarantee of conformity provided for by art. 128 et seq. of the Consumer Code, lasting 24 (twenty-four) months from delivery of the goods. The guarantee covers lack of conformity existing at the time of delivery and becoming apparent within that period.

In the event of a lack of conformity, the Customer is entitled to have the Product brought into conformity by repair or replacement or, under the conditions set by law, to a price reduction or termination of the contract. To activate the guarantee the Customer must contact customer service at [email protected], describing the defect and attaching proof of purchase. The guarantee does not cover damage resulting from improper use, negligence, normal wear or failure to follow the washing and care instructions supplied with the Product.

11. Liability of the Seller

Without prejudice to the provisions of the Consumer Code on the legal guarantee of conformity and Consumer rights, the Seller cannot be held liable for indirect or consequential damage that was not reasonably foreseeable at the time the contract was concluded, nor for any use of the Products not in line with the instructions provided. In any case, no limitation of liability applies in cases of wilful misconduct or gross negligence on the part of the Seller, or in the other cases in which the applicable law prohibits such limitations.

12. Transparency on the use of artificial intelligence in content

In accordance with the transparency obligations laid down by Regulation (EU) 2024/1689 of the European Parliament and of the Council (the “AI Act”), and in particular by art. 50, ALTITUDE informs its Customers and the visitors to the Site that part of the content published on Helmur.it and on the linked channels may have been generated or modified, in whole or in part, by artificial intelligence systems.

This may concern, by way of example and without limitation:

• photographic images and product representations, settings or models generated or retouched with AI tools;
• video content and animations produced or post-processed with AI tools;
• descriptive texts, product pages, editorial and marketing content written or reworked with the help of generative AI systems.

Artificially generated or manipulated content is, where technically possible, marked in a clear, recognisable and reliable way (for example through textual indications, visible labels and/or machine-readable marking of the content, such as metadata or watermarks), so that the user is informed of its artificial origin. Such content is for illustrative and communication purposes and may not represent the real appearance of the Product exactly: the essential characteristics stated on the product page and the pre-contractual information provided before the Order is concluded always prevail.

The use of artificial intelligence systems does not affect the rights granted to the Consumer Customer by the applicable law, including the right of withdrawal and the legal guarantee of conformity. The transparency obligations under art. 50 of the AI Act apply from 2 August 2026.

Legal reference: Regulation (EU) 2024/1689, art. 50 (transparency obligations for certain AI systems and for synthetic content that is generated or manipulated).

13. Intellectual property

All the content of the Site — including, by way of example, the HELMUR brand, the logos, texts, images, videos, graphics and the structure of the Site — is protected by the intellectual and industrial property laws in force and belongs to the Seller, to the owner of the HELMUR brand or to the respective rights holders. Any reproduction, distribution or use, even partial, without prior written authorisation is prohibited.

14. Processing of personal data

The Customer’s personal data is processed in compliance with Regulation (EU) 2016/679 (GDPR) and Italian Legislative Decree 196/2003, as amended. The purposes, legal bases, methods of processing and the rights of the data subject are described in the Privacy Policy published on the Site, which the Customer is invited to read before placing an Order.

15. Complaints and dispute resolution

For any complaint the Customer may contact customer service at the addresses given in art. 1. The Seller undertakes to respond as quickly as possible.

The Consumer Customer may also, on a voluntary basis, use the out-of-court dispute resolution procedures (ADR) provided for by art. 141 et seq. of the Consumer Code (Legislative Decree 206/2005). The Customer’s right to bring the matter before the competent court remains unaffected.

16. Applicable law and jurisdiction

These Terms and the sales contracts concluded through the Site are governed by Italian law. For the Consumer Customer, the more favourable mandatory provisions of the law of the EU Member State in which they habitually reside continue to apply. Any dispute concerning the interpretation, performance or termination of these Terms falls under the exclusive jurisdiction of the court of the Consumer’s place of residence or domicile, if located in Italy, pursuant to art. 66-bis of the Consumer Code.

17. Final provisions

The invalidity or ineffectiveness of one or more clauses of these Terms does not affect the validity of the remaining clauses, which remain fully effective. The Seller’s tolerance of conduct not in line with these Terms does not constitute a waiver of the rights arising from the clauses not observed. These Terms constitute the entire agreement between the parties regarding the matters governed herein.