Returns and refunds
With regard to consumer protection, updated on 13 June 2014, the consumer has the right to withdraw from this contract, without penalty, within 14 days of receiving the goods, by sending a request to: info@fattoriasantostefano.it.
Professional Customers cannot exercise their right of withdrawal.
General return conditions
The deadline for returning goods in the event of exercising the right of withdrawal is 14 days.
Returned products must not have been used, must be in exactly the same condition as when they were delivered, and must be returned in their original box, properly packaged and without any external damage (adhesive tape, staples, etc.).
Once we have received your return request, our staff will send you a confirmation email. Unauthorised returns, products sent after the deadline or products that do not meet the above requirements will not be accepted. The goods will then be returned to the sender.
Please note that under no circumstances will cash on delivery or carriage forward parcels be accepted.
The goods must be returned to our headquarters at:
Via Collegalle, 3
Greve in Chianti, 50022 (FI) – Italy.
The cost of return shipping will be borne by the customer. We always recommend taking out transport insurance with the courier chosen for returning the goods.
Procedure to follow
Send a request for withdrawal and return to the email address info@fattoriasantostefano.it, with the following details:
– Order reference details: name, date, and order number;
– Photos of the product and its packaging.
Refunds
In the email, it is important to specify the type of compensation desired:
– Issuance of a voucher: this credit must be spent within one year of its generation, otherwise it will expire;
– Replacement of goods;
– Refund of money: it is mandatory to provide the details of a bank or postal account (IBAN code), as well as the details of the account holder.
The refund covers the price of the product and will be made within 14 days of our staff becoming aware of the right of withdrawal.