The subject of the contract

For an online sale contract, it means a long term contract. It is a legal transaction of movable goods and/or services stipulated between a supplier, Care Orchestra srl, and a consumer Customer. From a distance, the trading system is organised by the supplier who, for this contract, uses exclusively the communication technology called the “Internet”. All contracts, therefore, will be concluded directly through the access by the consumer Customer to the Internet site corresponding to the address, where, following the indicated procedures, he will conclude the contract to purchase the goods. By placing an order in the various ways provided, the customer declares that he/she has read all the information provided to him/her during the purchase procedure and that he/she fully accepts the relative general and payment conditions.

Once the online purchase procedure has been completed, the consumer Customer shall print or save an electronic copy and in any case keep these general sales conditions, in compliance with the provisions of articles 3 and 4 of Legislative Decree 185/1999 on distance sales. Consumer means the natural person who buys goods and services for purposes not directly related to his professional activity.

Any right of the customer to damages or compensation is excluded, as well as any contractual or extra-contractual responsibility for direct or indirect damages to persons and/or items, caused by the non-acceptance, even partial, of an order.

For the solution of civil and criminal disputes arising from the conclusion of this contract of sale at a distance, if the customer is a consumer, the territorial jurisdiction is that of the reference court of his town of residence; in all other cases, the territorial jurisdiction is exclusively that of the Court of Milan.

SartoriAcustica is a trademark owned by the company Care Orchestra Srl with head office in Via Ettore Bellani 2, 20124 Milan (MI).


The goods purchased are shipped by our express couriers.

Due to the worldwide situation of the Covid-19 pandemic, many couriers give priority to shipments of medical supplies for emergency management, so shipments may be delayed for reasons not attributable to Care Orchestra. The date of dispatch by us will be taken as proof.

Right of withdrawal

According to art. 64 D.Lgs. 206/2005, if the customer is a natural person who buys goods for purposes not related to his professional activity, therefore purchases by indicating the tax code and not the VAT number, he or she has the right to withdraw from the purchase contract within 14 calendar days from the date of receipt of goods.

Once the request is received by e-mail Care Orchestra will send the user confirmation of receipt of the return request.

The package must contain the article/s that you intend to return.

In any case, the return of the item must be completed within 14 days from the communication of the intention to exercise the right of withdrawal.


Shipping costs will be borne by the user.

Please refer to the legal text for more information. The returned item will be accepted only if in perfect condition, undamaged, fully functional, resalable and returned in its original packaging with undamaged seals. Care Orchestra SRL will refund the total amount of the order net of shipping costs within 14 calendar days. The right of withdrawal does not apply to sealed audiovisual products or computer software, once opened.

The right of withdrawal is exercised by sending, within the deadline, a written notice by email to [email protected]. The communication can also be sent, within the same deadline, by writing an email to [email protected]. The shipment to our head office, Via Nazario Sauro 146, 20021, Baranzate (MI), is a total responsibility of the client. Care Orchestra Srl will not be responsible for any damage, theft or loss due to uninsured returned shipments. The transport costs for the returned products are charged to the customer. For any controversy, the competent court is the one under the law.

Sales prices and purchasing methods

The sales prices of the products displayed and indicated on the website, which constitute an offer to the public according to art. 1336 of the Italian Civil Code, include VAT and all other taxes; the cost of transport is shown on the page relating to the finalisation of the purchase and is automatically calculated according to the transport and payment conditions chosen by the customer.

The purchase contract is finalised by filling in the form and giving consent to the purchase by signing up online.

The customer may pay for the goods ordered using one of the payment methods indicated online at the time of purchase.

The customer may only purchase the products in the electronic catalogue on the website at the time of placing the order, as described in the relevant product sheets. The images accompanying a product sheet may not be perfectly representative of its characteristics but may differ in colour, size, and the accessories shown in the picture. The right receipt of the order is confirmed by Care Orchestra Srl through a reply via e-mail, sent to the e-mail address provided by the customer. This confirmation message will contain the date and time of execution of the order and the Order Number, to be used in any further communication with Care Orchestra Srl. The message will show all the data entered by the client who commits himself to verify the correctness and to communicate any corrections in due time. In case of non-acceptance of the order, Care Orchestra Srl will send the relevant communication to the customer.

Methods of payment

Cash on delivery

In the event of a cash-on-delivery purchase, payment must be made exclusively in cash or by bank draft payable to the carrier who will make the delivery (BANK drafts will not be accepted by the carrier). The communication to the Customer of which courier will be in charge of the delivery shall be made in the manner provided for on the website. Nothing more than what is indicated at the time of the order shall be due by the customer.

Credit Card

In case of payment by credit card, at the moment of the conclusion of the online transaction, the bank of reference will authorise only the amount of the purchase. The amount relative to the goods processed, even partially, will be effectively charged to the customer’s credit card only at the time of shipment of the goods ordered. In case of cancellation of the order by the customer or the non-acceptance of the same by Care Orchestra Srl, Care Orchestra SRL will simultaneously request the cancellation of the transaction and the release of the amount committed. The timing of the release, for some types of cards, depend exclusively on the banking system and can reach their natural expiry date (24 days from the date of authorization). Once the cancellation of the transaction has been made, in no case can Care Orchestra SRL be held responsible for any damages, direct or indirect, caused by delay in the failure to release the amount committed by the banking system. Care Orchestra SRL reserves the right to request additional information from the customer (e.g. landline phone number) or to send copies of documents proving the ownership of the card used. In the absence of the required documentation, Care Orchestra SRL reserves the right not to accept the order. At no time during the purchase process Care Orchestra SRL can know the information relating to the buyer’s credit card, transmitted via secure connection directly to the site of the bank handling the transaction.

Bank transfer in advance

In case of payment by bank transfer in advance, the goods ordered by the customer will be committed, not before the actual crediting of the amount due on the account of Care Orchestra SRL. Therefore the times indicated on our website for the availability of the material will start from that date. We also inform you that the payment must be communicated by fax or e-mail within seven (7) working days from the date of acceptance of the order. Once these deadlines have passed, the order will be considered automatically cancelled.

Instalment purchases

Instalment payments are available on the SartoriAcustica portal through a contract stipulated between Care Orchestra S.r.l. and Soisy. For details please refer to the page financing on the portal. The possibility of this form of payment is highlighted in the description of the specific item or is proposed on the “shopping cart” page when finalizing the order. In the case of payment by instalments, the order will be processed only at the end of the financing procedure, which must be completed in all its parts, with formal communication from the finance company. For further details see the Soisy website. For payment by instalments, you will be redirected to the Soisy website, which will not, for any reason, transmit the information provided to the SartoriAcustica portal.

Delivery methods and costs

From the moment in which Care Orchestra SRL sends the confirmation of the shipment of the goods the ordered product will be delivered by the shipper in an average time varying from 3 to 5 working days, except for unforeseen events whose responsibility will be attributable exclusively to the shipper. To guarantee a high level of service, Care Orchestra SRL has chosen to work exclusively with the best shippers operating on the national territory: DHL – Bartolini – TNT – GLS.

The cost of transport will be calculated according to the weight of the items ordered, and the chosen method of transport and payment. The times indicated for the delivery terms are indicative and are in no way binding for Care Orchestra SRL. Care Orchestra SRL can only accept orders with delivery in Italian territory. It is also excluded from the delivery in Livigno and Campione d’Italia. The delivery of the goods is intended at street level. At the moment of the delivery of the goods by the courier, the Customer is obliged to check: that the number of packages delivered corresponds to what is indicated in the transport document and that the packaging is intact, not damaged, not wet or in any case altered, even in the closing materials. Any damage or mismatch in the number of packages or indications must be immediately notified to the courier making the delivery, indicating the receipt with reservation. Once the courier’s document has been signed without reservation, the customer may not raise any objection regarding the external characteristics of the goods delivered. Any problems regarding the physical integrity, correspondence or completeness of the products received must be reported within seven (7) days of delivery.

We ship throughout Italy, including the islands.


Guarantees and assistance

Care Orchestra SRL sells high-quality products, for which it offers a minimum guarantee from 12 months to 24 months from the date of purchase.

According to D.Lgs. 24/02, the warranty of twenty-four (24) months applies to the product that presents a conformity defect, provided the product itself is used correctly, in respect of its intended use and as provided in the technical documentation attached.

This warranty is reserved for the private consumer (Art.1 Par. A: any natural person acting for purposes unrelated to the business or professional activity, or making a purchase without indicating a reference to VAT in the order form).

Generally, this service is provided directly by the manufacturers of the goods sold, if the customer prefers, he can choose to be assisted by Care Orchestra SRL, the phases of the return and management of the return under warranty. To this end, the customer must request the return number of the product by filling out the RMA form which can be obtained from the following address: [email protected]. In any case, the reference regulations and the methods of application of the warranty are those indicated and highlighted by the manufacturer in its certificate, which is always attached to the product. Each article, in the relative product sheet, clearly shows the period of guarantee and the relative standard methods of using it.


The personal data requested when placing the order or registering the user are collected and processed to meet the expressed requirements of the customer and will not under any circumstances or for any reason transferred to third parties. Care Orchestra SRL guarantees to its clients the respect of the regulations regarding the treatment of personal data, governed by the privacy code as per Legislative Decree 196 of 30.06.03.

The data controller is Care Orchestra srl Via Ettore Bellani 2, 20124, Milan (MI).