Return policy
Information on right of withdrawal and refunds

Withdrawal

The User who requests a service for purposes unrelated to his professional activity has the right to withdraw from the online purchase contract stipulated with Vino.com^™ or with the Partner with no penalties and without providing any given explanation, pursuant to and by effect of art. 52 par. 1 of the Italian Consumer Code, within 14 days from the date he/she received the products ordered on Vino.com^™. Customer can withdraw from the contract, pursuant to art. 54 par. 1 of the Consumer Code, by filling the form in Annex I, part B of the Consumer Code or using the one available at the end of the page or by submitting any other explicit declaration of the decision to withdraw from the contract. This declaration should be sent either by registered mail to 3ND Srl, Via del Tiratoio, 1 IT50124 Florence (FI) or by email to assistenza@vino.com or by fax to +39 055 09 35 599. In case of Intermediate Sales, it is also possible to send the document to the Partner's email address indicated on order confirmation page and in the User Account, putting Vino.com^™ in CC. The registered mail, e-mail or fax should contain an indication of the product and order number. The burden of proof of exercising the right of withdrawal in accordance with Consumer Code regulations shall be on the User.

In order to exercise the right of withdrawal, unless Vino.com^™ or the Partner collects the products for the User, the products must be returned without undue delay and always within 14 days from the date on which Vino.com^™ or the Partner have been informed about the User's decision to withdraw from the contract, pursuant to art. 54, par. 4. User will have to apply the document received from Vino.com^™ on the packaging, making sure it is visible and includes shipping address and necessary order details, to better identify the returned product at destination. The User is advised to insert a copy of this document also inside the packaging, in order to prevent loss and inability to identify the returned product once it has reached the warehouse. Shipping costs shall be on the user, unless is Vino.com^™ to inform the user about it upon contract termination, according to art. 57 par. 1 of the Consumer Code.

Products should always be kept, handled and inspected with the usual diligence and returned intact, complete in all their parts, with all accessories and instruction sheets, identification tags and original labels, where present, still attached. They should be unbroken and not tampered with, as well as perfectly suitable for their intended use and free from signs of wear or dirt.
Pursuant to art. 57 par. 2 of the Consumer Code, the User is responsible for any decrease in value resulting from product manipulation other than that necessary to establish the nature, characteristics and functioning of the products. In this case, Vino.com may lower refund amount due to this decrease in value. A written notice should be delivered to inform the User, within 5 business days from products reception. In the event that the refund has already been made, Vino. com should provide the User with bank details for payment of the amount owed by the User due to the product decrease in value.
Vino.com^™ may refuse to accept a return for food products that have been even partially consumed. Pursuant to art. 59 of the Consumer Code, tailor and custom-made products or products which cannot be sent back or are subject to changes in taste or deterioration cannot be returned.

Exceptions to the right of Withdrawal

It remains understood that, with reference to service provisions, User cannot exercise the right of withdrawal after receiving all the products from Vino.com^™ if product supply started in express agreement with the User and the latter accepted to lose the right of withdrawal after full service from Vino.com^™.
However, according to art. 59 of the Italian Consumer Code, tailor or custom-made products cannot be returned, along with those products that are subject to changes in taste and deterioration.

Refunds

Possible due refunds from Vino.com^™ will be made in accordance with art. 56 par. 1 of the Italian Consumer Code as soon as possible and always within 14 days from which the event that caused the refund took place and, in case of a product return, from the day on which Vino.com is informed that the User is exercising the right to return it. Vino.com^™ will proceed with the refund using the same payment method as the User did for the initial transaction, unless differently agreed with the User and unless the User needs to bear costs for a different payment method. If the User explicitly chose a different delivery method with higher delivery fees compared to standard delivery by Vino.com^™ ("ExtraFees"), Vino.com^™ will not have to refund respective extra costs. It remains understood that, unless Vino.com^™ decides to return the products directly, it will be able to stop the refund procedure until products are received or until the User has provided proof of product return, depending on what scenario occurs first.

Download return form