Return or replacement
From our terms of sale - 7. CONTROL AND CLAIMS
In case of missing or damaged goods, the Customer must make a written reservation on the DDT upon delivery. Claims not substantiated by this written reservation will not be considered. The Customer, as soon as reasonably possible after delivery, will inform the Company’s CUSTOMER SERVICE DEPARTMENT of any potential claim for compensation, in writing (fax, e-mail or ordinary mail), within the following period of time:
7.1 In relation to damaged Products or Products not conforming to the Customer’s order, within 48 hours of delivery;
7.2 In relation to a partial delivery, within 48 hours of the invoice being issued".
Claims notified without respecting the above terms will be refused.
The claim for compensation or replacement may be taken into consideration if it results from:
- an error in the management of the order by the company
- goods missing or damaged
- Product which has expired or has not been packaged
- Product opened or tampered with
- suspicion of tampering by third parties
- contamination by external factors
Each type of request must be strictly accompanied by photographic tests.
In the absence of evidence, the request cannot be accepted.
If a product is not to your liking, returns or refunds will not be accepted.
The return handling costs are very high. In this regard we ensure continuous telephone or email support for any type of problem or complaint with our products.
For telephone assistance click HERE
For assistance by mail click HERE
To chat with us click HERE
We would like to remind you that we sell processed products from us, these are products obtained from fresh without the use of preservatives or chemical antioxidants.
If you have come across a small mold stain or a jar where the "flip" of the cap shows you that it is not "empty", do not be alarmed, simply contact us, we will give you all the information to properly dispose of the product in total safety. Never throw the product without contacting us, this is very important for the product traceability chain, the lot of the product that signals us is vital for the management of faulty batch indents or with defects.