Right of withdrawal and returns

Last updated: 28 October 2026

If you buy as a consumer, you may withdraw from the contract within 14 days of receiving the products, without giving any reason. Some products are excluded from withdrawal: the list is in section 5. If the product arrives damaged or non-conforming, you do not need to use withdrawal: the legal guarantee applies (see the Terms and conditions of sale, section 10).

1. Who may withdraw

The right of withdrawal belongs to the consumer, that is, to those who buy for purposes outside their own trade or profession (Art. 52 et seq. of the Consumer Code, Legislative Decree 206/2005). It does not belong to those who buy with a VAT number for their own business.

2. Within what time

You have 14 days. The period runs from the day on which you, or a third party you have designated other than the courier, receive the products. If you ordered several products delivered separately, the period runs from the delivery of the last one. The deadline is met if you send the notice of withdrawal before the fourteenth day expires.

3. How to exercise it

State your decision explicitly, with a statement that clearly identifies the order and says that you wish to withdraw. You can:

  • use the online withdrawal function, the button "Withdraw from the contract here": you will find it at the bottom of every page of the site, in the details of each of your orders and on the order confirmation page, and you do not need to log in to your account. You fill in your name, the order reference and the email address to which you want to receive the confirmation (you can also indicate only some of the products and the date of receipt); then you check the summary and press "Confirm withdrawal here";
  • write to info@eccellenzeenogastronomiche.it stating the order number, products, date of receipt, name and address;
  • use the model withdrawal form at the end of this page, which is not mandatory;
  • write by letter to Imperato Giovanni, Via Scialli 38, 84019 Vietri sul Mare (SA).

As soon as we receive the notice, we confirm receipt to you by email: with the online function, the acknowledgement of receipt is sent immediately to the address you gave and states the content of the statement and the date and time of transmission (Art. 54-bis of the Consumer Code). Keep proof of sending. The confirmation of receipt is not acceptance of the withdrawal: we check the order and whether one of the exclusions in section 5 applies to the products indicated, then we write to you with the outcome and how to return the products. With the online function, withdrawal is timely if you transmit the statement within the period, regardless of when we read it.

4. Returning the products

  • Return the products to us within 14 days of notifying us of the withdrawal, to the address we give you in the confirmation email [TO BE CONFIRMED: address for returns, if different from the registered office].
  • The return costs are borne by you (Art. 57 of the Consumer Code). We recommend tracked shipping and suitable packaging, especially for glass bottles and jars: the return travels at your risk.
  • Return the products intact, in the original packaging, with seals and closures unbroken and, if possible, with a copy of the order or of the confirmation email.
  • You are liable for any diminished value of the products resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

5. Products excluded from withdrawal

Article 59 of the Consumer Code excludes the right of withdrawal, among others, in the following cases, which concern our products:

  • goods that are liable to deteriorate or expire rapidly (Art. 59, letter d), for example fresh products or those with a short shelf life [TO BE CONFIRMED: list of catalogue products considered perishable, point B2];
  • sealed goods which are not suitable for return due to health protection or hygiene reasons and were opened after delivery (Art. 59, letter e): for example a jar, a vacuum-packed bag or a bottle whose seal you have broken or whose closure you have opened;
  • goods made to the consumer's specifications or clearly personalised (Art. 59, letter c), for example a gift pack put together or personalised at your request [TO BE CONFIRMED: whether personalised packs are offered, point D10];
  • goods which, after delivery, are by their nature inseparably mixed with other items (Art. 59, letter f).

Products with the original seal and packaging intact, which do not fall within these cases, can be returned within the 14 days.

6. Refund

  • We refund all payments received, including the standard delivery costs incurred for the initial dispatch, within 14 days of the day on which we are informed of your decision to withdraw (Art. 56 of the Consumer Code).
  • We may withhold the refund until we receive the products or until you show that you have sent them back, whichever occurs first.
  • We do not refund additional costs if you chose a delivery method other than the least expensive one we offer.
  • We refund using the same payment method you used for the order, at no cost to you, unless you have expressly chosen another method. For bank transfer payments, we ask you for the IBAN to refund to.

7. Damaged, wrong or non-conforming product

If the parcel arrives broken, the product differs from the one ordered or has a defect, write to us immediately at info@eccellenzeenogastronomiche.it with the order number and photos of the parcel and of the product [TO BE CONFIRMED: time limit and procedure for damaged parcels, point A3]. In these cases we do not apply the exclusion from withdrawal, nor do we charge you the return costs: the legal guarantee of conformity applies.

Model withdrawal form

Complete and send this form only if you wish to withdraw from the contract. The model is the one in Annex I, part B, of the Consumer Code.

  • Addressee: Imperato Giovanni, Via Scialli 38, 84019 Vietri sul Mare (SA), info@eccellenzeenogastronomiche.it
  • I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods: ____________________
  • Ordered on (*) / received on (*): ____________________
  • Order number: ____________________
  • Name of consumer(s): ____________________
  • Address of consumer(s): ____________________
  • Signature of consumer(s) (only if this form is notified on paper): ____________________
  • Date: ____________________

(*) Delete as appropriate.

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