Refund, returns, complaints policy
Right of withdrawal
Pursuant to article 5 of Decree Law No. 185/1999, if the customer is a consumer, he/she has the right to withdraw from the purchase contract for any reason, without the need to provide explanations and without any penalty, except as indicated in paragraph 15 below.
In order to exercise this right, the Customer must notify Fratelli Collavo to that effect within 10 working days from the date of receipt of the goods. This notification must be sent by registered letter with acknowledgement of receipt, addressed to Azienda Agricola Fratelli Collavo S.S. Via Fossetta, 4 31049 Valdobbiadene (TV) (VAT No. 04540560267). Once Fratelli Collavo has received the aforementioned notice of withdrawal, Fratelli Collavo shall promptly send instructions to the Customer on how to return the goods, which must be received by Fratelli Collavo within 10 days from the authorisation.
The right of withdrawal is, however, subject to the following conditions:
the right applies to the product purchased in its entirety; it is not possible to exercise the right of withdrawal on only part of the product purchased;
the goods purchased must be intact and returned in the original packaging, complete in all its parts (including packaging and any documentation and accessories); to limit damage to the original packaging, we recommend, when possible, that it is placed in a second box; in all cases the placing of labels or adhesive tape directly on the original product packaging should be avoided;
in accordance with the law, the shipping costs for the return of the goods shall be borne by the Customer;
the shipment remains the full responsibility of the customer, until it is certified as received in our warehouse; in the event of damage to the goods during transport,
Fratelli Collavo shall inform the Customer of this fact (within 5 working days from receipt of the goods in their warehouses), in order to allow him/her to file a timely complaint against the carrier chosen by him/her and obtain reimbursement of the value of the goods (if insured); in this case, the product shall be made available to the customer for its return, simultaneously cancelling the request for withdrawal; Fratelli Collavo shall not be responsible in any way for damage to or the theft/loss of goods returned by uninsured shipments.
With the exception of possible repair costs due to damage to the original packaging, Fratelli Collavo shall refund the customer the full amount already paid, net of shipping costs incurred, within 14 days from the return of the goods, by refunding the amount charged. It is the customer’s responsibility to promptly provide the bank details on which to obtain the refund (IBAN of the person to whom the invoice was issued).
The right of withdrawal is totally void, due to failure to meet the essential condition of the integrity of the goods (packaging and/or its content), in cases where Fratelli Collavo ascertains:
the absence of the original outer packaging and/or inner packaging;
the absence of any items that form an integral part of the product;
damage to the product for reasons other than transport.
damage to the product for reasons other than transport. In the event of loss of the right of withdrawal Fratelli Collavo shall return the purchased goods to the sender, charging the sender for the shipping costs.
Any complaints should be addressed to Azienda Agricola Fratelli Collavo S.S. Via Fossetta, 4 31049 Valdobbiadene (TV) (VAT No. 04540560267).
The sales contract between the Customer and Azienda Agricola Fratelli Collavo S.S. is deemed to have been concluded in Italy and governed by Italian Law. For the settlement of civil and criminal disputes arising from the conclusion of this remote sales contract, if the Customer is a consumer, the territorial jurisdiction shall be that of the court of reference of his/her municipality of residence; in all other cases, the territorial jurisdiction shall be exclusively that of the Court of Treviso.