Returns and Refunds Policy
This Returns and Refunds Policy governs the methods by which the consumer may exercise the right of withdrawal in relation to purchases made on this eCommerce website.
The online sale of products is governed by Italian Legislative Decree no. 206 of 6 September 2005, the “Consumer Code”, as amended, with particular reference to Articles 52 et seq. concerning the right of withdrawal in distance contracts.
Right of withdrawal
Pursuant to current legislation, the consumer has a period of 14 days to withdraw from the purchase contract without giving any reason.
The 14-day period starts from the day on which the consumer, or a third party appointed by the consumer other than the carrier, acquires physical possession of the goods.
To exercise the right of withdrawal, the consumer must communicate their intention to withdraw from the contract within the above-mentioned period.
Online withdrawal function
In accordance with Italian Legislative Decree no. 209 of 31 December 2025, implementing EU Directive 2023/2673, which introduced the new Article 54-bis into the Consumer Code, the consumer may also exercise the right of withdrawal through the dedicated digital function available on the website.
The online withdrawal function allows the consumer to submit a clear and explicit statement of their intention to withdraw from the contract, providing the data necessary to identify the order.
After submitting the request, the consumer will receive an automatic confirmation of receipt of the withdrawal statement, including the date and time of the communication.
Product return methods
In the event of exercising the right of withdrawal, the consumer must return the products within 14 days from the date on which they communicated their decision to withdraw from the contract.
Products must be returned intact, unused, undamaged and, where possible, in their original packaging, complete with accessories, manuals, labels and any documentation received.
The consumer remains responsible for the return shipment until delivery to the address indicated by the seller.
Unless otherwise stated, the costs of returning the products shall be borne by the consumer.
Refund
In the event of a properly exercised withdrawal, the seller will refund the amounts received from the consumer, excluding any additional costs resulting from the consumer’s choice of a delivery method other than the standard delivery offered by the seller.
The refund will be made using the same payment method used by the consumer for the purchase, unless otherwise expressly agreed between the parties.
The seller may withhold the refund until the goods have been received or until the consumer has provided proof of having returned the products, whichever occurs first.
Products excluded from the right of withdrawal
The right of withdrawal is excluded in the cases provided for by Article 59 of the Consumer Code.
By way of example, the right of withdrawal does not apply to:
- products made to measure or clearly personalised;
- sealed products which are not suitable for return for hygiene reasons or reasons related to health protection, if opened after delivery;
- products which are liable to deteriorate or expire rapidly;
- digital content supplied on a non-material medium, where performance has begun with the consumer’s express consent and with their acknowledgement of the loss of the right of withdrawal;
- services and consultations already fully performed, where performance has begun with the consumer’s express consent and with their acknowledgement of the loss of the right of withdrawal.
Reduction in the value of goods
The consumer is responsible for any reduction in the value of the goods resulting from handling other than that necessary to establish their nature, characteristics and functioning.
In the case of products returned damaged, incomplete, used or missing essential parts, the seller may reduce the refund amount in proportion to the reduction in value found.
Procedure for requesting withdrawal
To exercise the right of withdrawal, the consumer may use the dedicated online function available on the website on the dedicated page:
Alternatively, where applicable, the consumer may send a written communication containing:
- full name;
- email address used for the purchase;
- order number;
- product or products for which the consumer intends to exercise the right of withdrawal;
- IBAN, only if necessary for the refund.
Return address
Products subject to withdrawal must be shipped to the following address:
Zona Industriale Lotto 27 – 08023 Fonni (NU), Italy
Before proceeding with shipment, the consumer is invited to wait for the operational instructions provided by the seller following the withdrawal request.
Contacts
For information regarding returns, refunds and the right of withdrawal, the seller may be contacted at the following details:
Email: [info@biscottificiodulcis.com](mailto:info@biscottificiodulcis.com) Telephone: 0784 589029 Company name: Dulcis S.r.l. Registered office: Zona Industriale Lotto 27 – 08023 Fonni (NU), Italy VAT number: 01222610915
This Returns and Refunds Policy may be updated at any time for regulatory, technical or organisational reasons. The applicable version is the one published on the website at the time of purchase.