Complaints and returns
Guarantee and servicing
We stand by the quality of materials we offer. Every care is taken to ensure that recipes are tested and all materials are free from faults and defects. Should a problem arise anyway, please e-mail us for a solution.
NB: please retain your proof of purchase (till receipt or invoice) and the original packaging throughout the period of the guarantee – these are required when reporting faults.
Before accepting a package, always check that it has not been damaged in transit. If the packaging carries visible external damage, we advise that you refuse delivery of the package and then contact us
After acknowledging receipt of the package, you can open it in the presence of the courier – if discrepancies are found, a protocol is drawn up which can later be used as a basis for a customer complaint.
If the goods purchased turn out to have manufacturing defects or to differ from their description, please follow the complaint procedure described below:
If you have any queries, please contact us by e-mail at firstname.lastname@example.org. We will advise you as to how to resolve customer complaints quickly and without problems.
Return of products
By law, within 14 calendar days of the date of delivery of ordered goods, you have the right to return them without giving reasons, thus renouncing the contract of sale, according to the general principles contained in the law on contracts concluded at a distance. This applies only to consumer sales, and hence only to cases where goods are sold to an individual making the purchase not in relation to professional or business activity.
The returned product must not carry signs of use – every element must be complete and factory packed, with the goods delivered in the original packaging in an unchanged state. If this condition is not fulfilled, the product will not be accepted.
If you wish to return a product:
If your attempt to return a product is rejected (due to damage to the product or signs of use), we will send to your e-mail address a notification that the return of the product has not been accepted. We will send the product back to the indicated return address within 7 working days, paying the costs of postage.