Refund policy

Returns and Withdrawals

Origine Calabria

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

Right of Withdrawal

Pursuant to Article 59 of the Italian Consumer Code, the right of withdrawal within 14 days does not apply, or may be excluded, for certain categories of food products, particularly when the goods:

may deteriorate or expire rapidly;
are sealed and are not suitable for return for hygiene or health protection reasons if opened after delivery;
cannot be safely resold once they have left the controlled storage chain.

For this reason, Origine Calabria does not accept returns due to a simple change of mind on food products such as olive oil, preserves, pâtés, vegetables in oil, panettone, seasonal products and other food items sold on the website.

This exclusion 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.

Defective, Damaged or Non-Compliant Products

Customer protection is a priority for us.

If the product received presents evident problems, the customer may contact Customer Service in the event of:

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

The report must be sent within 48 hours of delivery to the following email address:

info@originecalabria.store

To allow us to properly verify the case, the customer must provide:

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

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

free product replacement;
full or partial refund;
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 by the applicable legislation and taking into account the natural shelf life and storage conditions of the product.

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

The guarantee applies, for example, if:

the product is altered or damaged upon delivery;
it has manufacturing defects;
it arrives damaged or does not match the description;
a product different from the one ordered is delivered;
the expiry date is incorrect, illegible or excessively close in relation to the nature of the product.

The guarantee does not apply if:

the product naturally deteriorates over time;
the product has been stored incorrectly by the customer;
the packaging has been opened, resealed or handled improperly;
the expiry date 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 terms provided by the applicable legislation and, in any case, as soon as it is detected.

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

Product Replacement

In the event 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 whenever possible;
protect the product properly to avoid further damage during transport;
wait for Customer Service instructions;
wait for collection by our courier, if applicable.

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

Exclusions

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

simple change of mind on food products;
product opened without objective defects;
product consumed in whole or in part;
product stored incorrectly after delivery;
report without photographs or sufficient information for verification;
request sent beyond a reasonable time after delivery or discovery of the defect.