Pursuant to Article 52 of Legislative Decree 206/2005 “Consumer Code,” the Customer has the right to withdraw from the contract, without specifying the reason, by returning the products purchased through the website within 14 (fourteen) calendar days from the date of receipt of the order.

Upon receiving the return, we will verify the perfect integrity of the goods, after which we will proceed with the refund within no more than 30 days.

To exercise the right of withdrawal, the Customer must send an email to the following address within 14 calendar days from the date of receipt of the products: info@tenutaorzale.it. The email must include the following:

1. The items for which the right of withdrawal is being exercised;
2. The order number;
3. The details for receiving the refund: IBAN of your bank account, PayPal address, or other payment information.

IMPORTANT: The right of withdrawal cannot be exercised for sealed products that have been opened after delivery!

Returned items must be:

• Properly packed in their original packaging;
• In perfect resale condition, as new, and not damaged, altered, or soiled, and accompanied by all accessories, instructions, and related documentation.

For any type of return, Tenuta Orzale reserves the right to request photos to demonstrate the perfect integrity of the item before accepting the return.

Upon receiving the return, we will verify the perfect integrity of the goods and then proceed with the refund within no more than 30 days.

The customer must ship the returned items within fourteen business days from the date the withdrawal communication was sent and ship the goods to:

NOTE:

• For the return and shipment of goods, the Customer is free to use a courier of their choice, bearing the costs;
• The responsibility for the goods, including damage, theft, or loss during the return shipment, lies with the Customer;
• In case of damage during transport during the return process, Tenuta Orzale will inform the Customer within 5 business days from the receipt of the return, allowing the Customer to file an appropriate claim with the chosen courier;
• Damaged goods will be made available for return at the Customer’s expense, and the withdrawal request will be canceled simultaneously.

Complaints

If there is an error in the order or shipment, or the received product is damaged or defective, the Customer may request an exchange or refund within no more than 14 days from the date of receipt (the receipt date will be verified on the courier’s portal).

If the received product does not match the ordered product, a free replacement with the desired product or another product of equal value can be requested.

The incorrectly sent product will be picked up at Tenuta Orzale’s expense by the designated courier, whose details will be communicated to the Customer.

Complaints must be sent via email to: info@tenutaorzale.it. The email must include the following:

• The pickup location of the products to be returned;
• The date and time slot (minimum 3 hours) for the pickup.

IMPORTANT: Items must be returned intact in their original packaging, properly packed. Complaints for products that have been opened or used will not be accepted!

The return for complaints can only be scheduled once. In case of an unsuccessful collection, the shipment for the return will be at the Customer’s expense.

Photographic evidence of the damage may be requested for insurance purposes.

Partial refunds or discount vouchers may also be offered.

If an order, correctly fulfilled and already paid for, is not accepted upon delivery, the refund will be reduced by the shipping costs for both delivery and return.

Tenuta Orzale does not offer refunds or replacements for products that cause allergic reactions. If the Customer experiences an allergic reaction presumably due to the use of a product, its use must be discontinued immediately. Tenuta Orzale is not responsible for allergic reactions caused by the products, as the Customer should be aware of the ingredients or products they are allergic to and must always read the explanatory leaflet included with the product, containing instructions, usage methods, and ingredients.