Withdrawal, returns and refunds · preview of the new site
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Withdrawal, returns and refunds

You have 14 days to change your mind, with two limits that apply to food. Here you will find what can be returned, how to do it and when the refund arrives.

1. In brief

  • You have 14 days from delivery to change your mind, if you buy as a consumer.
  • Sealed food products cannot be returned once opened, for reasons of hygiene and food safety.
  • Withdrawal does not apply to perishable goods, which by their nature expire or spoil quickly.
  • If a jar arrives broken or the order is wrong, we sort it out: at no cost to you.

2. Right of withdrawal: 14 days

If you buy as a consumer you have the right to withdraw from the contract within 14 days, without giving any reason and without penalty. The period starts on the day you, or a person you have named, physically receive the parcel. If an order is delivered in more than one shipment, the period starts when the last package is received.

The right of withdrawal applies only to consumers. Purchases made with a VAT number for resale or for professional use follow the terms of our wholesale channel.

3. How to exercise the right of withdrawal

The easiest way: the online form.

Enter your name, email, order number and products, confirm, and you receive an acknowledgement of receipt by email.

Withdraw from contract here

You can also withdraw with any other explicit statement:

  1. Within 14 days of delivery, tell us your decision by writing to info@alessiobrusadin.it or to Qualità Artigiana S.R.L., Viale Europa 24, 33070 Brugnera (PN).
  2. Include the order number, the products you want to return and your IBAN if you paid with a method that does not allow an automatic refund.
  3. You can use the model withdrawal form provided by the Italian Consumer Code, but it is not compulsory: any explicit statement is fine.
  4. We confirm receipt of your request and give you the exact address to send the products to.
  5. Send the products back within 14 days of notifying us of your withdrawal.

4. What cannot be returned

Food products: two limits set by law.

The Italian Consumer Code excludes withdrawal for sealed goods which are not suitable for return for reasons of hygiene or health protection once they have been opened after delivery. Sealed food products therefore cannot be returned if opened: once the seal on the jar is broken, a return is no longer possible.

Withdrawal also does not apply to perishable goods, that is, products which by their nature are liable to deteriorate or expire quickly.

Gift boxes made to order or personalised at the customer's request are also excluded, for example those with a personalised label or card.

All other products, if received sealed and returned intact, are covered by the right of withdrawal.

5. How to send the product back

  • Products must be returned intact, sealed and in their original packaging, with all the material received, including the gift boxes.
  • Protect the jars well: they are glass and the risk of the return shipment is yours until they reach us.
  • The cost of the return shipment is borne by the customer, except when the return is due to a mistake of ours or to a damaged product.
  • We recommend a tracked shipment: without tracking we cannot verify delivery of the return.

If the products come back opened, incomplete or damaged by handling beyond what is necessary to establish their nature and characteristics, the refund may be reduced in proportion to the loss of value.

6. Refund: how and when

The refund is issued within 14 days of your notice of withdrawal. We may wait until we have received the returned products, or proof that you have sent them, if that comes first.

The refund is made with the same payment method used for the purchase, unless otherwise agreed, and at no extra cost to you.

The refund covers the price of the returned products and any delivery charge paid on the outward shipment, at the standard rate. It does not cover the cost of the return shipment, when this is borne by the customer.

7. Broken, wrong or missing product

If the parcel arrives with a broken jar, with a product different from the one ordered or with a product missing, write to us as soon as you receive it, attaching:

  • the order number;
  • a photograph of the outer box, packaging included;
  • a photograph of the contents, with the product concerned;
  • a photograph of the label, where the batch number can be read.

Once we have checked the case, we send you the replacement product with the next shipment or we refund the part concerned. In both cases there is nothing to pay and, unless we expressly ask for it, you do not need to send the damaged product back to us.

8. Parcel not delivered

If tracking has stopped or the parcel does not arrive within the expected time, let us know: we open an enquiry with the courier ourselves. If the parcel is found to be lost, we send it again at no cost or we refund the whole order, as you prefer.

The rules on delivery attempts, storage and return to sender are on the page shipping and delivery.

9. Legal guarantee of conformity

In addition to withdrawal, consumers are covered by the legal guarantee of conformity provided by the Italian Consumer Code. As these are food products, any defect must be reported as soon as it is noticed and in any case by the best-before date shown on the label. If a product is not in conformity you are entitled to a replacement or a refund, at no cost to you.

10. How to contact us

For any return, refund or problem with an order: phone and WhatsApp +39 333 499 3767, email info@alessiobrusadin.it. All contact details and opening hours are on the page contacts.