Returns and refundsInformation

2.1 Duration of the period

Except in the cases of exclusion set out in these Policies and in the applicable legislation, the consumer Customer may exercise the right of withdrawal within 14 days from the date on which they, or a third party designated by them (other than the courier), take physical possession of the products. In the case of orders containing multiple products delivered separately, the period begins from receipt of the last product.

2.2 Deadline for returns

After validly notifying the withdrawal via the online form, the Customer must return the products within 14 days of the date on which the request was submitted, following the instructions provided exactly.

3.1 Exclusions

The right of withdrawal is excluded in the cases provided for by law and, in particular, for:

• orders placed by non-consumer Customers or for business, commercial, craft or professional purposes, for which an invoice has been requested;
• products made to measure or clearly personalised;
• products that are liable to deteriorate or expire rapidly;
• sealed products which cannot be returned for hygiene or health protection reasons, if they have been opened after delivery;
• products which, after delivery, are by their nature inseparably mixed with other goods.

3.2 Withdrawal in relation to food and drink

The Customer acknowledges that the food products sold by Andante 1988, including foodstuffs, wines, alcoholic and non-alcoholic drinks, oils, vinegars, condiments and other products intended for human consumption, are susceptible to deterioration, alteration or loss of their quality characteristics, including as a result of circumstances arising after delivery. The organoleptic characteristics, integrity, quality, marketability and, where applicable, the safety of such products may be compromised by storage conditions beyond the Seller’s control, exposure to light, heat, cold, humidity or temperature fluctuations, the opening or tampering with the packaging, contamination or other circumstances arising after delivery. For reasons of hygiene, food safety, supply chain protection, traceability and the impossibility of verifying with certainty the storage conditions following delivery, Andante 1988 does not accept requests for withdrawal due to a change of mind relating to food and drink products, to the extent permitted by applicable legislation.

3.3 Items not intended for human consumption

The right of withdrawal may only be considered for items not intended for human consumption which, by their nature and condition, can be returned intact and put back on the market without compromising their value, safety or functionality. This category generally includes gift items, tableware, unused kitchen utensils and tools, printed materials and other similar products.

3.4 Outcome of the inspection of the returned product

Should Andante 1988 determine that the returned product falls under an exclusion from the right of withdrawal, has been opened, tampered with, damaged, is unsuitable for resale or does not comply with the return conditions, the withdrawal will not be accepted.

Where a withdrawal is accepted, the Customer must return the product:

• in good condition and properly preserved;
• complete with its original packaging, accessories, instructions, any free gifts and documentation received;
• free from any signs of use, damage, dirt, tampering or deterioration;
• adequately protected for transport, using packaging suitable for the nature, weight, fragility and value of the product;

4.1 Liability for loss of value

The Customer is liable for any reduction in the value of the product resulting from handling other than that strictly necessary to ascertain its nature, characteristics and functioning. The Customer is also liable for any reduction in value, damage or loss of the product occurring during the return process if these are attributable, in whole or in part, to packaging that is insufficient, inadequate or unsuitable for the proper protection of the goods.

4.2 Arranging the return

The Customer is responsible for organising the return independently, choosing the courier or delivery service they deem most suitable, provided that the consignment is trackable and suitable for the nature, weight, fragility and value of the returned product.

4.3 Return costs

Unless otherwise notified by Andante 1988, the direct costs of return, packaging, insurance, postage and any additional charges shall be borne by the Customer. For shipments from non-EU countries, the Customer is also responsible for any return postage costs, customs clearance, duties, taxes, administrative charges and any costs arising from incomplete, incorrect or missing customs documentation.

In the event of a validly exercised and accepted right of withdrawal, Andante 1988 will refund the amounts received from the Customer for the products subject to withdrawal and, where applicable, the cost of the standard delivery option initially selected.

5.1 Refund method

The refund will be made using the same payment method used for the order, unless otherwise expressly agreed with the Customer.

5.2 Suspension of the refund

Andante 1988 may withhold the refund until the returned products have been received and their condition, integrity, return status and any reduction in value attributable to the Customer have been verified.

5.3 Reduction of the refund

Should the returned product be excluded from the right of withdrawal, or be damaged, broken, incomplete, tampered with, deteriorated, non-functional, unsuitable for resale, or have suffered a reduction in value attributable to the Customer, Andante 1988 may deduct from the refund an amount proportionate to the established reduction in value. Such a reduction in value may result, for example, from use exceeding what is necessary to inspect the product, tampering, missing components, loss or damage to the packaging, incorrect storage, or return packaging that is unsuitable for the nature, weight, fragility or value of the goods. Should the product be found to be completely devoid of commercial value, no longer saleable, unusable or irrecoverable for reasons attributable to the Customer – including as a result of the return shipment being made with inadequate packaging – Andante 1988 may retain the full amount paid for the product, with the consequent failure to issue a refund in respect thereof.

5.4 Assessment criteria

The assessment will be carried out on the basis of the condition of the product received, the packaging used for the return, the photographic evidence available, the dispatch details and any other information useful for determining the origin and cause of the damage.

REPLACEMENT AND/OR REFUND FOR DAMAGED, MISSING, INCORRECT OR NON-CONFORMING GOODS

6.1 Submission of the request

A Customer who has received a product that is damaged, missing, incorrect or affected by lack of conformity may submit a claim exclusively via the online form available on the website under the heading ‘Request Return/Refund/Withdrawal ’.

6.2 Applicable solution

Once the report has been verified and provided the conditions are met, Andante 1988 will determine the most appropriate solution in accordance with the provisions of Art. 12 of this document.

Upon delivery, the Customer is required to check:

• that the number of parcels actually delivered corresponds to the number of parcels indicated in the dispatch information, on the courier’s document and/or in the documentation accompanying the order;
• that the outer packaging is intact;
• that the parcel shows no signs of being opened, broken, punctured, crushed, wet, tampered with or any other visible signs of alteration;
• that the sealing materials, such as adhesive tape, strapping or seals, are intact;
• that the dispatch label corresponds to your order.

7.1 Damaged parcels or missing items

If the parcel shows any externally visible damage or irregularities, or if the number of items delivered is fewer than that indicated in the dispatch documentation, the Customer must either:

• refuse the parcel, so that the courier can return it to the sender;
• accept the parcel with specific reservation, noting the nature of the anomaly found on the courier’s delivery note;
• take a photograph of the condition of the box before opening it.

7.2 Specific reservation

A general reservation is not sufficient. Where possible, the Customer must use specific descriptions such as: ‘package wet’, ‘crushed cardboard’, ‘packaging ”, “tape tampered with”, “package punctured”, “[X] parcels delivered instead of [Y]” or any other equivalent description.

7.3 Consequences of failure to inspect

Should the Customer fail to follow any of the procedures outlined above, they will not be entitled to request a replacement or refund for externally visible damage to the parcel or for non-delivery of parcels that can be immediately verified at the time of delivery.

7.4 Damage discovered upon opening

If the product inside is damaged despite the outer packaging being intact, a claim may still be made using the procedure set out in the following sections.

7.5 Missing items inside the parcel

A separate scenario applies where the Customer receives all the parcels listed but, upon opening, discovers one or more items are missing from a parcel: such a report will be assessed in accordance with the procedure set out in Article 10 of this document.

8.1 Deadline for reporting

A report of a damaged product must be made via the online form within 8 days of receiving the parcel.

8.2 Retention of the parcel and products

The Customer must retain the entire parcel, the outer packaging, protective materials, inner packaging, damaged products and any documents received until the verification process has been completed.

8.3 Information and documentation required

The form must include at least the following:

• order number;
• a brief description of the damage found;
• products affected;
• clear photographs of the damaged product;
• photographs of the label and the product’s identifying features;
• photographs of the outer and inner packaging;
• photographs of the protective materials and any damaged areas;
• a photograph of the dispatch label;
• a photograph of the courier’s receipt, if applicable, showing a specific reservation.

8.4 Assessment of unverifiable claims

Acceptance of a clearly damaged parcel without a specific reservation, failure to provide photographic evidence, failure to retain the packaging, or reporting the issue after the specified deadline may make it impossible to ascertain the cause, timing and liability for the damage. In such cases, should Andante 1988 be unable to verify that the damage was already present at the time of delivery or was attributable to transport, it may reject the request for a replacement or refund.

The Customer may submit a claim via the online form if the problem is attributable to the preparation of the order or to the product, including, by way of example:

• obviously inadequate internal packaging;
• a damaged product despite the external packaging being intact;
• compromised packaging;
• an altered product;
• a product that does not comply with the essential characteristics specified in the product description;
• any other objectively verifiable defect.

9.1 The Customer’s obligations following notification

The Customer must not dispose of, use up entirely, return independently, dispose of or hand over to third parties the products covered by the report before receiving instructions via the online form, unless this is strictly necessary for reasons of hygiene, safety or by law.

9.2 Supplementary documentation and checks

Andante 1988 may request further photographs, clarifications, the return of the product, collection of the product, verification of the batch, verification of the weight or other relevant documentation.

10.1 Deadline for reporting

If the Customer believes that a product is missing or that they have received a product different from the one ordered, they must submit a report via the online form within 8 days of delivery.

10.2 Items to be retained and documented

To enable verification, the Customer must retain and document:

• the full contents received;
• the outer and inner packaging;
• the dispatch label;
• the packing list, the accompanying document or the stamped copy included in the parcel;
• any commercial or customs documents received;
• the packaging, barcodes, batch numbers and labels of the products received.

The packing list, the accompanying document, the stamped copy included in the parcel, the commercial invoice and the customs documentation are useful for verifying that the order and dispatch have been prepared correctly, together with photographs, tracking details, the number of packages and any weights recorded by the courier.

10.3 Illustrative images and product identification

Pursuant to Article 4 – “Products, Product Descriptions and Illustrative Images” of the “General Terms and Conditions of Sale”, the product images on the website are for illustrative purposes only and may differ from the actual appearance of the product or packaging received. For the purposes of identifying the product purchased, the information provided in the product description at the time of ordering shall be deemed authoritative, including the product name, manufacturer, ingredients, allergens, nutritional values, format, net content, certifications, origin and other essential characteristics. A mere visual difference between the online image and the packaging received does not automatically constitute delivery of an incorrect product, provided that the product delivered corresponds to the description and essential characteristics indicated in the relevant product details page.

To enable a full and prompt investigation, the Customer must complete the online form and attach, where applicable:

• order number;
• the purchaser’s first name and surname;
• date of payment for the order
• date of delivery of the parcel
• a detailed and accurate description of the problem;
• clear photographs of the outside of the parcel, preferably from all sides;
• photographs of any areas that are wet, crushed, broken, punctured, open or tampered with;
• a photograph of the dispatch label;
• photographs of the inside of the parcel, the protective materials and the full contents received;
• close-up photographs of damaged, incorrect or missing products, or of compromised packaging;
• photographs of batch numbers, expiry dates, barcodes, labels and other identifying features;
• a scan of the packing list, the accompanying document or the stamped copy included in the parcel;
• any proof of delivery or courier document stating the specific reservation;
• for shipments outside the EU, a copy of the commercial invoice, customs documents and any other documents received with the shipment;
• any further documents or photographs requested by Andante 1988 to verify the report.

The documentation must be legible, complete, original and unaltered.

11.1 Consequences of insufficient documentation

Andante 1988 may suspend or reject the assessment of claims lacking sufficient evidence to verify the actual existence, nature and attributable cause of the reported problem. Failure to retain the parcel, packaging, products, documentation or other essential items may prevent the report from being verified and, consequently, the granting of replacements or refunds.

12.1 Assessment of the applicable solution

Once the report has been verified and provided the conditions are met, Andante 1988 will identify the most appropriate solution in relation to the nature of the problem encountered, the extent of the damage, the value of the product concerned, the possibility of establishing and the availability of the goods.

12.2 Available solutions

To the extent permitted by applicable legislation, Andante 1988 may:

• replace the damaged, incorrect or non-compliant product;
• resend the missing or correct product;
• grant a partial refund, should the damage or non-conformity affect only part of the product or partially reduce its value;
• grant a full refund of the amount paid for the product in question;
• terminate the contract in respect of the product concerned, where replacement or another solution is not possible, appropriate or proportionate;
• propose another solution deemed suitable and proportionate to the circumstances of the case.

12.3 Replacement of the product

Should a replacement be arranged, this will be carried out at no additional cost to the Customer, by sending a new, identical item or, subject to the Customer’s acceptance, an alternative product of equal value.

12.4 Refund amount

In the event of a refund, only the amount recognised by Andante 1988 in relation to the product in question and the solution identified will be refunded, excluding the original delivery charges, customs duties, customs clearance charges and other ancillary costs.

12.5 Refund method and timeframe

The refund will be made via the same payment method used for the purchase. The refund will be processed within 14 working days of Andante 1988 confirming acceptance of the claim or upon completion of the verification process.