ORDERS
The Site records the request for orders from Monday to Friday with Hours 10 am to 6 pm. All requests are handled during these hours. The fulfillment of the order is considered completed only after the registration of the payment of the order. Orders placed and processed cannot be changed, however, if the goods have not yet been shipped, a change request can be made by email to Customer Service who reserves the right to decide, independently the matter.
The Products that are available in the warehouse will be, as a rule, delivered in the shortest possible time and in any case, approximately:
In Italy within 3 working days after receipt of payment.
The transit times reported are indicative and are calculated from the day of shipment.
Delivery will be made from Monday to Friday during working hours, by specialized forwarding agent, with appropriate wrapping/packaging to the recipient’s address indicated by the Customer. The delivery terms indicated above refer to products in its warehouses and must be understood as not binding for FST Fabbrica Sughi Toscana , which may subsequently confirm or modify them, according to its own needs. Upon receipt of the Products, the recipient must verify that the Products correspond, also in number, to the Products ordered, it being understood that, in the event of discrepancies between the Products delivered and the Products ordered, the Customer may exercise the right of withdrawal. Transportation costs will be calculated on the basis of the weight of the goods, i.e. on the basis of the weight/volume ratio according to agreements defined with the forwarding agent in charge of delivery and clearly indicated to the Customer when purchasing the Products.
Upon arrival of the goods, Customers are asked to carefully inspect the package before affixing a signature as proof of delivery of the shipment. Packages are carefully packed. If, for any reason, the package appears to have been tampered with, Customers are requested to sign for receipt with reservation, or refuse delivery. In the event that the delivery was accepted with an unauthorized signature or there is evidence of tampering with the package, Customers are requested to contact the shipper immediately. FST Fabbrica Sughi Toscana will not be held responsible for missing or stolen/damaged shipments or their contents if the package has been accepted without reservation. If for any reason the shipment fails to be successfully delivered to the address provided by the Customer in the commercial contract, the package is likely to be returned to the sender. These amounts will be deducted from any refund due to the Customer. Shipments are insured; this coverage lapses upon delivery.
You have 14 days from receipt of your order to make a return request. Return is your right and will be accepted if you follow the steps below.
It is NOT possible to make an exchange for a different product.
You can only make one return request per order.
We will only pay the shipping costs related to sending the return if the return is made according to the procedures below.
Returns returned by procedure or couriers other than those specified by us will not be accepted.
Defective products and non-conforming products
FST Fabbrica Sughi Toscana will verify the defects complained of by the customer, which, if found, will entitle the customer to a replacement of the product or products, after notification to the customer’s e-mail address.
FST Fabbrica Sughi Toscana will replace the defective product or products at its own expense and bear the cost of the return. In the event that the products initially requested by the customer are out of stock, FST Fabbrica Sughi Toscana will refund the amount paid by the User, as soon as possible after receipt of the authorization notice from FST Fabbrica Sughi Toscana
Should the User receive from the courier a package damaged or stained by the spillage of product from any damaged jars, FST Fabbrica Sughi Toscana invites the customer to reject the shipment. In such a case, FST Fabbrica Sughi Toscana will handle the return of the shipment.
Follow these simple steps to request a return.
Send an email by entering:
– Order number
– Attach multiple photos of the damaged product and packaging
– Write the reason for the return
Send to: logistica@fabbricasughi.it
Please wait for confirmation of initiation of the return procedure and specific instructions for your case. For returns from outside the EU, we will send you additional information regarding customs clearance. FST Fabbrica Sughi Toscana reserves the right not to accept the return or alternatively, a refund.
Pack the received items securely (preferably in the original packaging), apply the shipping label to the packaging, and place the completed return request inside.
At the end of the procedure, you will receive a refund of the amount paid with the same payment method used in the order, as appropriate. Alternatively, you will receive a new shipment of product(s) to replace the damaged or nonconforming product(s).
Upon verification of the integrity of the product (as per the General Terms and Conditions), the cost of the item(s) will be refunded while the shipping costs incurred for the order will be retained by FST Fabbrica Sughi Toscana
