Refund policy

Returns and Withdrawals

Origine Calabria

This policy governs the conditions relating to returns, withdrawals, replacements and assistance requests for orders placed on the Origine Calabria website.

Right of Withdrawal

In accordance with the applicable consumer protection regulations, the consumer customer may have the right to withdraw from the contract within 14 days from the delivery of the product or, in the case of an order made up of several items delivered separately, from the delivery of the last item of the order, without having to provide any reason.

However, pursuant to Article 59 of the Italian Consumer Code, the right of withdrawal does not apply, or may be excluded, for certain categories of products, in particular when they are goods:

that are liable to deteriorate or expire rapidly;
that are sealed and are not suitable for return for hygiene reasons or reasons connected with health protection if opened after delivery;
that, once opened, handled or removed from suitable storage conditions, cannot be safely placed back on sale;
that are personalized or packaged according to the customer’s specific request, if available on the website.

For this reason, certain categories and collections of food products available on the website, such as olive oil, preserves, pâtés, products in oil, panettone, seasonal products, pasta, mushrooms, creams, sauces and other food products, may be indicated in the store settings as not eligible for automatic returns.

This setting is adopted mainly for reasons related to the food nature of the products, the expiry date or minimum durability date, proper storage conditions, food safety and the need to avoid the return of products that have been opened, altered or are no longer safely resalable.

Each request will in any case be assessed individually, taking into account the type of product, its expiry date or minimum durability date, the condition of the packaging, the possible presence of seals, the storage conditions and the specific circumstances of the case.

Returns for simple change of mind will not be accepted for food products that have been opened, consumed in whole or in part, whose seal has been removed, or that have been altered, handled, stored incorrectly or cannot be returned for hygiene, health or food safety reasons.

Any withdrawal requests relating to food products that are intact, sealed, unopened and correctly stored will be assessed on a case-by-case basis, in accordance with the applicable legislation.

This policy does not in any way limit the customer’s rights in the event of a defective, damaged, non-compliant product or a product different from the one ordered.

Return and Order Cancellation Rules

The consumer customer may exercise the right of withdrawal within 14 days from the delivery of the product or, in the case of an order made up of several items delivered separately, from the delivery of the last item of the order, except in the cases of exclusion provided for by the applicable legislation and indicated in this policy.

The shipping costs for returning the products, when the return is allowed, are borne by the customer.

When the return is allowed, the customer must return the products without undue delay and in any case within 14 days from the communication of withdrawal, following the instructions received from Origine Calabria. Products returned without a prior request and without authorization from Origine Calabria may not be accepted.

The order cancellation request may be made until the order has not yet been fulfilled or handed over to the courier. Once the order has been fulfilled, it will no longer be possible to proceed with cancellation, but the rules relating to withdrawal or return may apply, where applicable.

Refund Timing

When the withdrawal is allowed and the request is approved, the refund will be made within 14 days from the receipt of the withdrawal communication, without prejudice to the right to withhold the refund until the returned products have been received or until the customer has provided proof of shipment, where applicable.

The refund will be made using the same payment method used by the customer for the purchase, unless otherwise agreed between the parties.

In the case of an approved withdrawal, the payments received from the customer will be refunded, including any standard delivery costs of the original order, where required by the applicable legislation. Any additional costs resulting from the choice of a delivery method other than the standard delivery method offered by the store will not be refunded.

EU Electronic Withdrawal Function

Starting from 19 June 2026, in accordance with the applicable European legislation, consumer customers in the European Union may exercise the right of withdrawal, where provided for by law, also through the appropriate electronic function available on our online store.

The electronic withdrawal function will allow the customer to submit the request directly from the website, without the need to access a customer account, by providing the data necessary to identify the order and the contract.

After submitting the request, the customer will receive a confirmation on a durable medium, for example by email.

Customers who placed the order using only a mobile phone number, without an email address, may access the order management area and the withdrawal function using the link received by SMS in the order confirmation, where available.

The use of the electronic function does not modify the exclusions and limitations provided for by the applicable legislation, in particular for certain categories of food products, perishable products, opened products or products that cannot be returned for hygiene, health or food safety reasons.

To start a withdrawal, return or cancellation request, the customer may use the function available at the following link:

https://account.originecalabria.store

Defective, Damaged or Non-Compliant Products

Customer protection is a priority for us.

If the product received has evident problems, the customer may contact Customer Service if they notice:

transport damage;
evident alteration of the product;
manufacturing defects;
a product different from the one ordered;
damaged or tampered packaging;
an incorrect, illegible or non-compliant expiry date.

For visible transport damage or evident problems at the time of delivery, we recommend sending the report within 48 hours from delivery to the email address:

info@originecalabria.store

A timely report allows us to properly verify the case and, if necessary, open a claim with the courier.

To allow us to carry out a proper verification, the customer must provide:

order number;
clear photographs of the product received;
photographs of the external and internal packaging;
a brief description of the problem found.

After receiving the report and verifying the case, Origine Calabria may offer, depending on the situation:

free replacement of the product;
full or partial refund;
a purchase voucher of equivalent value.

If necessary, the goods may be collected by our courier at no cost to the customer.

Legal Guarantee of Conformity

The legal guarantee of conformity applies to products sold by Origine Calabria, including food products, within the limits provided for by the applicable legislation and taking into account the nature, shelf life and proper storage conditions of the product.

For products such as panettone, sweets, preserves, products in oil, pâtés, olive oil and other food products, the guarantee covers defects already existing at the time of delivery.

The guarantee applies, for example, if:

the product is altered or damaged upon delivery;
the product has manufacturing defects;
the product arrives damaged or does not comply with the description;
a product different from the one ordered is delivered;
the expiry date is incorrect, illegible or not compliant with the nature of the product.

The guarantee does not apply if:

the product deteriorates naturally over time;
the product has been stored incorrectly by the customer;
the packaging has been opened, resealed or improperly handled;
the expiry date indicated was correct and visible at the time of purchase or delivery;
the customer does not like the taste, texture or other subjective characteristics of the product;
the damage results from improper use, incorrect storage or failure to follow the instructions on the label.

The defect must be reported within the time limits provided for by the applicable legislation and, in any case, as soon as it is discovered.

The legal guarantee operates within the limits of the natural shelf life of the food product and its proper storage conditions.

Product Replacement

In the case of a defective, damaged, non-compliant product or a product sent by mistake, the customer may request a free replacement.

The replacement product will be sent after the report has been verified and subject to product availability.

If the product is no longer available, Origine Calabria may offer a refund, an alternative product or a purchase voucher of equal value.

Return of Defective Products

If Customer Service requests the return of the goods, the customer must:

use the original packaging, where possible;
adequately protect the product to avoid further damage during transport;
wait for the instructions from Customer Service;
wait for collection by our courier, where applicable.

The collection costs for defective, damaged or non-compliant products are borne by Origine Calabria.

Address for Any Returns

When the return is allowed and authorized by Origine Calabria, the customer must ship the products to the address indicated by Customer Service in the return instructions.

Unless otherwise communicated to the customer, the reference address for any returns is:

Via Riccardo Misasi 129
87100 Cosenza (CS)
Italy

Products returned without a prior request and without authorization from Origine Calabria may not be accepted.

Exclusions

Return or refund requests will not be accepted in the following cases:

simple change of mind for food products for which the right of withdrawal is excluded or limited by law;
product opened without the presence of objective defects;
product consumed in whole or in part;
product whose seal has been removed, when it cannot be returned for hygiene, health or food safety reasons;
product stored incorrectly after delivery;
report without photographs or sufficient information for verification;
request sent beyond a reasonable time from delivery or from the discovery of the defect.