EXCLUSION OF THE RIGHT OF WITHDRAWAL
Since we are dealing with the sale of food products, which "are liable to deteriorate or expire rapidly" being subject to alteration also as a result of improper storage, for reasons of hygiene and protection of customers, the right of withdrawal is not applicable. You are therefore granted the right to return the purchased goods only for non-compliance of the order or products (i.e. for product or package clearly damaged on delivery or incorrect quantity and/or type compared to the order).
We will not accept requests for refunds due to delays in delivery by the courier as these events fall within the force majeure and therefore not our responsibility.
Will not be accepted requests for reimbursement for the deterioration of fresh products (example: fresh truffle) caused by:
- choice of a courier or shipping service too slow
- delays in delivery by the courier
- delay caused by incorrect communication of the shipping address
- delay caused by the lack of collaboration in the shipping and delivery phases with the courier
RETURN OF A NON-COMPLIANT AND/OR DAMAGED PRODUCT
If you have received a product that is obviously damaged, non-compliant, defective or incorrect, you can request a refund for the item by notifying Customer Service via Support Ticket, Contact Us page or by calling one of the telephone numbers on the Contact Us page.
Upon receipt of your order, you will still have to wait for the delivery update in your personal account. Once the update has taken place, it will be possible to proceed with the return request.
With the same procedure, if there are the conditions, you can withdraw from the purchase, communicating it within a maximum of 3 days from receipt of goods.
RETURN REQUEST MODALITIES
For some of our food products the right of withdrawal does not apply. Therefore, if the products are not damaged, it is not possible to return the order.
LEGAL GUARANTEE OF CONFORMITY
In case of defects and / or non-conformity, exclusively with reference to non-food products, you will be entitled to restore the conformity of the product, by repair or replacement, or alternative remedies in the cases expressly provided for by art. 130 of Legislative Decree no. 206/2005.
In such cases you may request the repair or replacement or reimbursement of the item within and no later than 2 (two) months from discovery. Pursuant to and for the purposes of European Directive 44/99/EC and articles 128 et seq. of Italian Legislative Decree no. 206/2005 (Consumer Code), the products you have purchased are covered by the legal guarantee of conformity, which covers conformity defects of products for a maximum period of 24 (twenty-four) months from their delivery.
Once the procedure has been completed, you will receive a confirmation e-mail containing the return form and all the instructions for proceeding with the shipment.
The authorisation to return the product will not constitute in any way an acknowledgement of non-conformity, the existence of which must be ascertained by us after the return.
We reserve the right to proceed with the refund of the defective item only after having carried out the appropriate checks to verify the actual non-conformity of the returned product.
If the product's non-conformity is ascertained, we will make the refund using the same method of payment used for the purchase (credit card, prepaid card, PayPal, etc.) or by bank transfer.