Refund policy

**RIGHT OF WITHDRAWAL AND LEGAL WARRANTY OF CONFORMITY**
  1. Exclusion of the Right of Withdrawal
    Pursuant to Article 59, letters d) and e) of the Consumer Code (Legislative Decree 205/06), for products sold by the Seller that fall under the category of food items and are purchased by a Customer acting as a Consumer, the right of withdrawal is excluded. This exclusion applies because all food products delivered with standard expiration dates are subject to alteration due to improper storage after delivery.
  2. Seller's Liability
    If the Customer receives a product that is incorrect (limited to cases where the error is attributable to the Seller), damaged (due to the Seller or courier), altered, or non-compliant with the order, the Consumer must report such issues within a reasonable time, which must be before the product’s expiration date. In any case, defects or issues must be reported before the expiration date of the product itself.
  3. The Customer must provide appropriate photographic documentation clearly showing the error or defect as evidence.
  4. Upon receiving the form and accompanying documentation, the Seller will evaluate the reported errors, defects, or non-conformities and decide whether to authorize the return of the Products. The Seller will notify the Customer via email, referencing the original order number in the subject line or body of the email, sent to the address provided at the time of the order.
  5. Authorization to return products does not constitute acknowledgment of the defects or non-conformities, which will be verified after the return.
  6. To this end, the Customer is advised not to handle the product beyond what is strictly necessary. The original packaging of the products must be covered with protective wrapping to maintain integrity and protect them during transport from marks, labels, or other damages.
  7. Products that the Seller authorizes for return must be sent back by the Customer, along with a copy of the return authorization communication containing the "Return Code," within 14 (fourteen) days from the notification of the defect or non-conformity. The items should be sent to the following address: Via Bresciani 19/A 29121, Piacenza (PC).
  8. If applicable, a refund of the purchase price and related shipping costs will be processed using the same payment method used by the Customer at the time of purchase. Alternatively, upon the Customer’s agreement, the refund may be issued as a voucher or credit to be used on this e-commerce platform. If neither option is feasible, the Customer will be asked to provide the IBAN of their bank account for the Seller to process the refund via bank transfer.
  9. If the quality control and food safety checks reveal that the product does not meet compliance standards or poses a serious health risk, the Seller will take all necessary measures to prevent its sale, including removing it from the market. If the risky product is already in the Customer's possession, the Seller will undertake all legally required actions, including initiating a recall and return procedure, and provide the Customer with information about the risks and instructions for returning the product.
**ALTERNATIVES TO PRODUCT RETURN**
  1. Product Replacement
    The Customer can request a product replacement by sending an email to info@piucaffeina.it, attaching photos/videos that clearly demonstrate the damage to the item.
  2. Partial Refund
    In cases of qualitative, quantitative, or descriptive errors with the product, the Customer may request a partial refund by emailing info@piucaffeina.it.
**CUSTOMER SERVICE AND COMPLAINTS**
  1. All inquiries regarding orders placed on the website should be directed to the following contacts:
    Email: info@piucaffeina.it
    Phone: 3394601324
    Registered letter with acknowledgment of receipt to: Via Bresciani 19/A, 29122 Piacenza (PC).
  2. The Customer Service and Complaints team is available during the following hours: Mon – Fri, 2:00 PM – 7:00 PM.
  3. Correspondence received after the end of business hours on a given day will be considered received at the start of the next business day.
  4. For any complaints, Customers must first contact Customer Service using the details above, clearly stating and explaining the reason for the complaint. The issue will be managed through internal procedures, and after the investigation, a written response regarding the complaint will be provided.