These are the returns rules of our terms and conditions, also available in Italian. For consumers, both versions have equal value (clause 2.8 of the terms).
The rules on withdrawal, returns and refunds are part of our terms and conditions. The clauses concerned are repeated below, with their original numbering.
7.2. In any case where the product ordered is unavailable, the Customer will be informed immediately by email and the purchase order will be cancelled. If payment has already been made, the Seller will refund the amount paid by the Customer immediately, and in any case within thirty days from the day after the order was sent. The Seller accepts no liability for any delays in crediting the refund, which depend on the bank or on the type of card used for payment.
8.6. The Customer acknowledges and accepts that a maximum of two delivery attempts will be made. Delivery to the Customer’s floor is not guaranteed. If delivery fails because of the Customer (for example because they are not at home for either attempt, or because of a wrong or incomplete address), the Products go back to the Seller’s warehouse: the Seller refunds the price of the Products, keeping the shipping and return costs, or, if the Customer asks, sends them again with new shipping costs borne by the Customer. If delivery fails for other reasons, the Seller sends the Products again at no cost or, if the Customer prefers, refunds the full amount paid.
8.7. The Customer is asked to check carefully the condition of the packaging on delivery. If the package shows clear signs of tampering or damage, the Customer can refuse it or accept it with reservation, and report it as soon as possible, with photos if possible, to support@contradaingegnoso.com: this helps us handle the case with the courier. The risk of loss of or damage to the Products passes to the Customer only when they, or a third party indicated by them other than the carrier, take physical possession of them (Art. 63 of the Italian Consumer Code).
9.1. Right of withdrawal. Consumer Customers may withdraw from the contract without giving any reason and without any penalty within 14 days of the day on which they, or a third party indicated by them other than the carrier, receive the Products; if the order is delivered in several parcels, from receipt of the last one (Art. 52 of the Italian Consumer Code, Legislative Decree 206/2005). Withdrawal may also cover only some of the Products in the order. The exclusions are in paragraph 9.1.5.
9.1.1. To withdraw, the Customer can use the “Withdraw from contract here” function, reachable from every page of the Site: fill in the form, confirm the request and receive by email a receipt with the date and time. Alternatively, within the same period, the Customer can send any other clear statement of their decision to withdraw to support@contradaingegnoso.com, if possible with the order number and the Products concerned (Arts. 54 and 54-bis of the Italian Consumer Code). The model withdrawal form is at the bottom of this page.
9.1.2. On receipt of the withdrawal notice, the Seller opens a return case and sends the Customer instructions on how to return the Products.
9.1.3. The Customer returns the Products within 14 days of the withdrawal notice, following the Seller’s instructions. The direct cost of returning them is borne by the Customer (Art. 57 of the Italian Consumer Code).
9.1.4. The Products must be returned in their original packaging and suitably packed. The Customer is liable only for any loss in value resulting from handling beyond what is necessary to establish the nature and characteristics of the Products (Art. 57(2) of the Italian Consumer Code). For any information: support@contradaingegnoso.com.
9.1.5. Exclusions. For hygiene and health-protection reasons, withdrawal applies only to packages that are still sealed and unopened: it is excluded for packages opened after delivery (bottles, Bags in Box or others), i.e. with the capsule, seal or tamper-evident cap broken or removed (Art. 59(1)(e) of the Italian Consumer Code). It is also excluded for made-to-measure or clearly personalised Products (Art. 59(1)(c)).
9.1.6. Refund. The Seller refunds all payments received, including standard delivery costs, without undue delay and in any event within 14 days of being informed of the withdrawal, using the same means of payment as the purchase, unless otherwise expressly agreed and at no cost to the Customer. It does not refund the extra cost of a delivery method more expensive than standard delivery expressly chosen by the Customer, and may withhold the refund until it has received the Products or proof that they were sent back, whichever comes first (Art. 56 of the Italian Consumer Code).
12.1. The Seller undertakes to apply good hygiene and storage practices and, in general, the quality standards relating to the Products, exclusively up to the time of delivery at the place indicated by the Customer; any liability for the poor condition of the Products due to improper storage after delivery is excluded.
12.2. Damage to the Products during transport, before delivery, is borne by the Seller (Art. 63 of the Italian Consumer Code): to handle it as well as possible, please follow the instructions in paragraph 8.7.
12.3. In case of a lack of conformity of the Products, the Customer can contact customer service at support@contradaingegnoso.com, if possible with the order number and a photo.
12.4. Consumer Customers benefit from the legal guarantee of conformity under Articles 128 to 135-septies of the Italian Consumer Code (Legislative Decree 206/2005). The Seller is liable for any lack of conformity that exists at the time of delivery and becomes apparent within two years of delivery (Arts. 129 and 133); unless proven otherwise, a lack of conformity that becomes apparent within one year of delivery is presumed to have existed at delivery (Art. 135). In case of a lack of conformity the Customer is entitled, free of charge, to have the goods brought into conformity: since these are foodstuffs, normally by replacement, as repair is not possible (Arts. 135-bis and 135-ter). If replacement is impossible or is not carried out within a reasonable time, and in the other cases of Art. 135-bis(4), the Customer is entitled to a proportionate price reduction or to terminate the contract; termination is excluded for minor defects (Arts. 135-bis and 135-quater). Return costs for non-conforming Products are borne by the Seller. Claims are time-barred 26 months after delivery (Art. 133(3)).
12.5. Products repaired, modified or in any way altered by the Customer are excluded from the Legal Warranty. Also excluded from the scope of the Legal Warranty are any faults, malfunctions or other defects arising from accidental events or for which the Customer is responsible, or from use of the Product not in accordance with its intended use.
(complete and return this form only if you wish to withdraw from the contract)
(*) Delete as appropriate.
