If, for any reason, your purchase does not meet your expectations, you may exercise your right of withdrawal in accordance with the conditions set out below, pursuant to Legislative Decree No. 206/2005 (Italian Consumer Code), Articles 52–59.
The right of withdrawal is reserved exclusively for consumers pursuant to Article 3 of Legislative Decree No. 206/2005 (Italian Consumer Code). Therefore, it cannot be exercised by professionals, businesses, companies or individuals purchasing products in connection with their business, commercial, craft or professional activity.
Diritto di recesso
If you have purchased as a consumer (a natural person acting for purposes unrelated to their professional activity), you have the right to withdraw from the purchase within 14 days of receiving the order, without having to provide any reason.
In the case of orders consisting of several products delivered separately, the 14-day period starts from the day on which the Customer receives the last item.
Condizioni per l'accettazione del reso
In order for a return to be accepted, the products must be:
• intact;
• unused and, in the case of food products, unopened and untampered with;
• complete with their original packaging, labels, accessories and any seals;
• returned while avoiding, as far as possible, any reduction in value beyond what is necessary to establish the nature, characteristics and functioning of the goods;
• suitably packaged to prevent breakage, leakage or other damage during transport.
Exceptions to the Right of Withdrawal
As provided for by Article 59 of the Italian Consumer Code, the right of withdrawal cannot be exercised in the cases provided for by law and, in particular, for goods made to measure or clearly personalised.
Wedding Favours and Personalised Products
Items made or packaged according to the Customer’s specific requirements cannot be returned, including, by way of example:
• personalised wedding favours for weddings, baptisms, First Communions, confirmations, graduations or other events;
• bottles with personalised labels, names, initials, dates, dedications, logos or graphics requested by the Customer;
• personalised packaging, ribbons, tags or accessories;
• arrangements made specifically at the Customer’s request in terms of quantity, size, presentation or combination of elements.
The exclusion from the right of withdrawal applies to products that have actually been made to measure or clearly personalised. Standard, non-personalised products normally available in the catalogue remain subject to the ordinary rules governing withdrawal, where applicable.
Olive Oil and Other Food Products
For food products, including olive oil, returns may only be accepted if the product is intact, unopened, untampered with and has its original packaging and any seals fully intact.
Bottles or packages that have been opened, whose seals have been altered, that have been damaged by the Customer or that are no longer suitable for resale for hygiene, health or food safety reasons cannot be accepted.
Products Damaged During Transport
We recommend checking the parcel carefully upon delivery.
If a product has been damaged during transport, please notify us promptly and preferably within 48 hours of receiving the order, providing:
- the order number;
- photographs of the packaging;
- photographs of the damaged product.
Reporting the issue within 48 hours helps us manage the claim with the courier more quickly and does not affect the consumer’s rights under applicable law.
Following the necessary checks, we will, in accordance with the applicable legislation and depending on the specific circumstances, arrange for the product to be replaced or for the amount due to be refunded, without any additional cost to the Customer where the damage is attributable to transport or to the Seller.
Legal Guarantee of Conformity
All products sold are covered by the Legal Guarantee of Conformity provided for by Articles 128 et seq. of the Italian Consumer Code.
The guarantee protects consumers against any lack of conformity existing at the time of delivery and becoming apparent within the periods established by law.
In order to make use of the guarantee, proof of purchase (receipt or invoice) must be retained.
Defective or Non-Conforming Products
If the product received has a lack of conformity or differs from the product ordered, the Customer may request the application of the Legal Guarantee of Conformity provided for by Articles 128 et seq. of the Italian Consumer Code.
In such cases, we will act in accordance with applicable legislation, assessing the appropriate remedy, including, where applicable, replacement or refund of the product.
Exchanges
We do not offer product exchanges.
Where the conditions for exercising the right of withdrawal are met, the Customer may request a return and the corresponding refund in accordance with the procedures set out on this page.
This is without prejudice to the rights provided for by law in the event of defective, damaged or non-conforming products.
Return Shipping Costs
In the event of withdrawal due to a simple change of mind, the direct costs of returning the products to the Seller shall be borne by the Customer, provided that the Customer was informed of this obligation before the purchase.
If the return is due to a defective product, damage during transport, a product that does not conform to the order or an error attributable to the Seller, the necessary return costs will not be charged to the Customer.
In the event of a valid exercise of the right of withdrawal, the Seller will refund the price of the returned products and the original delivery costs incurred by the Customer, up to the cost of the least expensive standard delivery method offered by the Seller.
Any additional costs resulting from the Customer’s voluntary choice of a more expensive delivery method, such as express shipping, will not be refunded.
The cost of the shipping service used by the Customer to return the products to the Seller remains the Customer’s responsibility in cases of simple withdrawal, except as provided above for defective, damaged or non-conforming products.
How to Request a Return
Once the intention to exercise the right of withdrawal has been communicated, the products must be returned within the following 14 days, as provided for by Article 57 of the Italian Consumer Code.
1. Log in to My Account → Returns and Withdrawals, or use the relevant button on the order page.
2. Select the type of request (withdrawal, return or damaged item), choose the products and indicate the reason.
3. You will receive a confirmation email containing the instructions and the address to which the goods must be sent: Frantoio Galatea, Via San Vito 16, 80065 Sant'Agnello (NA), Italy.
4.The products must be shipped within 14 days of communicating the withdrawal, carefully packaged and in accordance with the conditions set out on this page.
Exclusions from the Right of Withdrawal
Pursuant to Article 59 of the Italian Consumer Code, the right of withdrawal cannot be exercised in the following cases:
• bottles and tins of olive oil, condiments and other food products that have been opened, or whose seal or cap has been removed or tampered with, for clear hygiene and food safety reasons;
• food products that are liable to deteriorate or expire rapidly;
• wedding favours and products packaged or personalised according to the Customer’s specific requirements for events;
• the olive milling service, once completed, is not subject to withdrawal where the service has been fully performed at the Customer’s request.
Refund
Once the returned goods have been received and their integrity has been verified, we will refund all amounts paid, including the standard delivery costs originally incurred by the Customer, within 14 days of receiving notification of withdrawal.
We reserve the right to withhold the refund until the products have been received or until the Customer has provided proof that they have shipped the goods back, whichever occurs first.
The refund will be made using the same payment method used for the original purchase, unless otherwise agreed with the Customer.
Defective Products or Products Damaged During Transport
We recommend checking the parcel carefully upon delivery.
If a bottle is broken, the product is damaged or leaking as a result of transport, or if it has an evident defect, please contact us promptly and preferably within 48 hours of delivery, attaching photographs of both the product and the packaging.
Please keep the product and its packaging until the verification process has been completed.
Following the necessary checks, we will arrange, in accordance with applicable legislation, for replacement, refund or another appropriate remedy, without any additional cost to the Customer.
Non-Compliant Returns
If the returned product does not meet the conditions set out above — for example, if it has been opened, used, tampered with, damaged, is incomplete, is missing its original packaging or is returned after the applicable deadline — the Seller reserves the right to apply the consequences permitted under applicable law, including a reduction in the refund proportionate to any decrease in value caused by handling of the goods beyond what is necessary to establish their nature, characteristics and functioning.
Good to Know
Our extra virgin olive oil is a natural product obtained through cold extraction. Any variations in colour, slight cloudiness or sediment at the bottom of the bottle are natural characteristics of genuine olive oil and do not constitute defects.
Dati del Venditore e Contatti
Frantoio Galatea
Via San Vito 16, 80065 Sant'Agnello (NA)
P.IVA 10860941219
Telefono: +39 366 438 7724
Cellulare/WhatsApp: +39 345 747 5610
Email: info@frantoiogalatea.it