This page governs the procedures for exercising the right of withdrawal, returning products, obtaining refunds, and handling defective, damaged, or non-conforming products, in accordance with Italian Legislative Decree No. 206/2005 (Consumer Code), as subsequently amended.
The right of withdrawal is reserved exclusively for consumers, pursuant to Article 3 of the Consumer Code, namely natural persons who make a purchase for purposes unrelated to their business, commercial, craft, or professional activity.
Accordingly, the right of withdrawal does not apply to purchases made by professionals, businesses, companies, or other parties purchasing within the scope of their professional activity.
Right of Withdrawal
If you have made a purchase as a consumer, you have the right to withdraw from the contract within 14 days from the day on which you, or a third party designated by you other than the carrier, acquire physical possession of the goods, without having to provide any reason.
In the case of an order consisting of multiple products delivered separately, the 14-day withdrawal period begins on the day on which the Customer acquires physical possession of the last item.
To meet the withdrawal deadline, it is sufficient to send the communication concerning the exercise of the right of withdrawal before the 14-day period has expired.
Conditions of Returned Products
During the withdrawal period, the Customer is required to take due care when storing and handling the products.
Returned products must be:
- complete with all items, accessories, and any components received;
- accompanied, where possible, by the original packaging, labels, and any seals;
- adequately packaged to prevent breakage, leakage, or other damage during transport;
- handled only to the extent necessary to establish their nature and characteristics.
The Customer is responsible for any diminished value of the goods resulting from handling other than what is necessary to establish their nature and characteristics.
Wines, Champagne, Spirits, Oil and Balsamic Vinegar
In the case of wines, champagne, spirits, oil, balsamic vinegar, and other food products or beverages, the Customer is required to store the products properly and return them adequately packaged to prevent any damage, breakage, or leakage during transport.
The exclusions from the right of withdrawal provided for under Article 59 of the Consumer Code shall continue to apply, including, where applicable to the specific type of goods, those relating to goods that are liable to deteriorate or expire rapidly and sealed goods that are not suitable for return for reasons of health protection or hygiene and that have been unsealed after delivery.
For alcoholic beverages, any additional exclusions provided for under Article 59 of the Consumer Code shall also continue to apply where the conditions established by law are specifically met.
Ceramics and Fragile Products
The fragile nature of a product does not, in itself, exclude the right of withdrawal. When returning ceramics or other fragile items, the Customer is required to use packaging appropriate to the nature of the product and suitable for protecting it during transport.
The absence of the original packaging does not automatically result in the loss of the right of withdrawal; however, it may be taken into account where it has actually caused damage to or a reduction in the value of the goods.
How to Exercise the Right of Withdrawal
To exercise the right of withdrawal, the Customer must notify the Seller, within the 14-day period, of their decision to withdraw by means of an explicit statement.
- Go to My Account → Returns and Withdrawals, or use the dedicated function available on the order page.
- Select the withdrawal request and the products concerned.
- You will receive a confirmation containing the relevant instructions and the address to which the goods must be sent: Le Tre Sorelle Wine Room, Via Cristoforo Colombo 19, 84017 Positano (Salerno), Italy.
- Ship the products carefully packaged in accordance with the instructions set out on this page.
Once the decision to withdraw has been communicated, the products must be returned without undue delay and, in any event, within 14 days from the date on which the Customer notified the Seller of their decision to withdraw
Return Shipping Costs
In the event that the right of withdrawal is exercised, the direct costs of returning the products shall be borne by the Customer, except where otherwise provided by applicable law.
The Customer is responsible for ensuring that returned products are properly packaged. The packaging must be suitable for the nature of the items and, in particular, for bottles, glass containers, ceramics, or products that may be subject to breakage or leakage.
Refund
In the event of a valid exercise of the right of withdrawal, the Seller will refund all payments due under applicable law, including, in the case of withdrawal from the entire contract, the cost of the least expensive standard delivery method offered by the Seller. Any additional costs resulting from the Customer’s choice of a delivery method that is different from and more expensive than the least expensive standard delivery method offered will not be refunded.
The Seller will issue the refund without undue delay and, in any event, within 14 days from the date on which the Seller is informed of the Customer’s decision to withdraw from the contract.
The Seller may withhold the refund until the products have been received or until the Customer has provided evidence that they have been returned, whichever occurs first.
The refund will be made using the same payment method used by the Customer for the purchase, unless otherwise agreed between the Seller and the Customer, provided that such agreement does not result in any costs for the consumer.
Diminished Value of Returned Products
If a returned product has suffered a reduction in value resulting from handling other than what is necessary to establish its nature and characteristics, the Customer will be responsible for such diminished value within the limits provided for by applicable law.
Such diminished value may therefore result in a corresponding reduction in the amount refunded.
Products Defective or Damaged During Transit
The Customer is advised to check the condition of the package and the products upon delivery.
If a bottle or container is broken, a ceramic item is damaged, a product is leaking, or any other damage attributable to transport is identified, the Customer is advised to notify the Seller promptly and, preferably, within 48 hours of receiving the order, providing:
- the order number;
- photographs of the external and internal packaging;
- photographs of the damaged product;
- any additional information that may be useful in assessing the damage.
The Customer is also advised to retain, where possible, the product and its packaging until the assessment has been completed.
Reporting the damage within 48 hours facilitates the handling of the claim with the carrier and does not affect the Customer’s rights under applicable law.
Once the necessary checks have been carried out, the Seller will proceed in accordance with applicable law and based on the circumstances of the specific case.
Defective, Incorrect or Non-Conforming Products
If the product received has a lack of conformity, differs from the product ordered, or presents other issues attributable to the Seller, the Customer is advised to contact us, providing the order number and, where useful, photographs of the product received.
In such cases, the remedies provided for under applicable law and the Legal Guarantee of Conformity will apply. The standard return costs applicable to withdrawals due to a change of mind do not automatically apply in cases involving defective or non-conforming products.
Legal Guarantee of Conformity
All products sold to consumers are covered by the Legal Guarantee of Conformity provided for under Articles 128 et seq. of Italian Legislative Decree No. 206/2005 (Consumer Code).
The guarantee protects consumers against any lack of conformity existing at the time of delivery and becoming apparent within the time limits established by applicable law.
Where the conditions established by law are met, consumers may exercise the remedies available under the Consumer Code.
The Legal Guarantee of Conformity is separate from the right of withdrawal and continues to apply even where the conditions for exercising the right of withdrawal are not met.
Customers are advised to retain the order confirmation, receipt, invoice, or other proof of purchase.
Exchanges
We do not offer product exchanges.
Where the conditions for exercising the right of withdrawal are met, the Customer may return the product in accordance with the procedures set out on this page and receive the corresponding refund.
To purchase a different product, a new order must be placed.
The fact that exchanges are not available does not in any way affect the consumer’s rights under applicable law in the event of a defective, damaged, incorrect, or non-conforming product.
Seller Information and Contact Details
For information regarding returns, withdrawals, refunds, damaged or non-conforming products, the Customer may contact the Seller using the contact details provided below:
Le Tre Sorelle Wine Room
Via Cristoforo Colombo 19, 84017 Positano (SA), Italy
VAT 01045400650
Phone: +39 089 811635
Mobile/WhatsApp: +39 339 5648604
Email: info@letresorellewineroom.it