Refund policy
Products sold on bottegadelfungo.it are packaged food products, such as dried mushrooms, products preserved in olive oil, sauces, preserves, jams, compotes and other gastronomic products.
Under applicable Italian and European legislation, the right of withdrawal may be excluded for certain categories of food products, as indicated below.
Right of withdrawal for Italian and European Union customers
Under the Italian Consumer Code and European consumer protection legislation, customers who purchase online generally have the right to withdraw from a distance contract within 14 days of receiving the goods, without having to provide a reason.
However, under Article 59 of the Italian Consumer Code, the right of withdrawal may be excluded in the cases provided for by applicable legislation, including:
- supply of goods that are liable to deteriorate or expire rapidly;
- supply of sealed goods which are not suitable for return for hygiene reasons or reasons connected with health protection and which have been opened after delivery.
For food products sold by Bottega del Fungo, the exclusion of the right of withdrawal may apply in particular to sealed products that have been opened after delivery or that, for hygiene, health, storage or food safety reasons, cannot be returned and placed back on sale.
For this reason, returns or refund requests due to a simple change of mind or reconsideration are not possible in cases where the product falls within the exclusions provided for by law.
The consumer’s rights always remain unaffected in the event of a defective product, a product damaged during transport, an incorrect product or a product that does not conform to the description.
Conditions for returns in case of withdrawal
When the right of withdrawal is applicable, the return is accepted only if the returned product is:
- intact;
- unopened;
- unused;
- in its original packaging;
- complete with any seals, labels and packaging;
- in suitable condition for return and inspection.
For hygiene, health, storage and food safety reasons, returns cannot be accepted for food products that have been opened, damaged by the customer, are missing their seal or are no longer suitable for return and inspection.
The customer may communicate their intention to cancel the order or exercise the right of withdrawal by using the dedicated return/withdrawal request procedure available on the website:
Request a return or order cancellation
If the order has not yet been prepared, fulfilled or handed over to the courier, the request will be handled as an order cancellation.
If the order has already been shipped or delivered, any request to exercise the right of withdrawal will be handled according to the conditions set out in this policy.
Alternatively, the customer may write to:
The communication must include the order number and the products for which cancellation or return is being requested.
Costs and refund in case of withdrawal
In case of withdrawal due to a change of mind or reconsideration, when the return is accepted, the shipping costs for returning the product are at the customer’s expense.
The product must be returned with suitable packaging, in order to avoid damage during transport.
In case of a valid withdrawal, the refund will include the price of the returned products and, where applicable, the standard delivery costs paid by the customer at the time of the order.
Any additional costs resulting from the customer’s choice of a delivery method other than, and more expensive than, the standard delivery offered by the Seller will not be refunded.
The refund will be issued after the returned goods have been received and inspected, using the same payment method used for the order, unless otherwise agreed.
Checking the parcel upon delivery
Upon delivery, the customer is invited to carefully check the condition of the packaging.
If the parcel is visibly damaged, wet, opened, tampered with, crushed or otherwise not intact, the customer is invited to accept the delivery by adding the following wording on the courier’s delivery document:
“accepted subject to inspection”
It is advisable to also specify the reason for the reservation, for example:
- “damaged parcel”;
- “wet packaging”;
- “crushed parcel”;
- “opened parcel”.
In the most obvious cases of damage, the customer may also refuse delivery, stating the reason for refusal to the courier.
Signing with a specific reservation is important because it allows any damage that occurred during transport to be documented and enables the Seller, if necessary, to correctly open a claim with the courier.
Failure to add the reservation may make it more difficult to manage the claim with the courier, especially in the case of visible damage to the packaging at the time of delivery.
Damaged, incorrect, defective or non-conforming product
This procedure does not concern withdrawal due to a change of mind or reconsideration, but applies exclusively in cases where there is a problem with the order.
The customer may request assistance, replacement or refund in the event of:
- product damaged during transport;
- incorrect product;
- product not conforming to the description;
- defective product.
The following therefore remain distinct:
- requests for withdrawal due to a change of mind, admitted only when provided for by law and under the conditions indicated in this policy;
- reports relating to damaged, incorrect, defective or non-conforming products, which will be handled after verification by the Seller.
Procedure
The customer is invited to:
- report the problem promptly, preferably within 48 hours of delivery;
- write to info@bottegadelfungo.it;
- provide the order number;
- attach photos of the product;
- attach photos of the external and internal packaging;
- indicate, where applicable, whether the parcel was accepted subject to inspection at the time of delivery;
- keep the product and the packaging until the verification process has been completed.
Prompt reporting allows the request to be handled correctly and, if necessary, allows a claim to be opened with the courier.
Refund or replacement
After verification, the Seller will proceed, depending on the case, with:
- replacement of the product;
or
- full or partial refund using the same payment method used for the order.
Refunds will be issued within 14 days from confirmation that the request has been accepted.
Costs in case of damaged, incorrect, defective or non-conforming product
Return shipping costs or any costs for a new shipment are borne by the Seller only in the case of a defective product, incorrect product, non-conforming product, confirmed transport damage or an error attributable to the Seller.
In cases where the return of the product is requested by the Seller in order to complete the verification, the customer must follow the instructions received by email.