Withdrawal & returns

Our withdrawal & returns policy

There are two cases in which you can return a product. This form covers both: select the reason and we will guide you.

1 · Right of withdrawal (change of mind) — 14 days

You have 14 days from delivery to change your mind and return your order (artt. 52-59, Italian Legislative Decree 206/2005 – Consumer Code). The form on this page is the online withdrawal function provided for by art. 54-bis of the Consumer Code: withdraw from the contract here.

As these are food products, for hygiene and health-protection reasons we accept withdrawal only for intact, sealed, unopened products. Opened products cannot be returned (art. 59, letter e). Return shipping costs for withdrawal are borne by the customer; the refund is issued within 14 days of the goods being received back.

2 · Damaged, wrong or non-conforming product

If you receive a damaged, wrong, missing or defective product, you are entitled to a replacement or refund (legal guarantee of conformity, artt. 128-135 of the Consumer Code). In these cases the costs are on us. This includes:

• Product damaged on delivery (broken packaging, compromised contents)
• Wrong product (different from the one ordered)
• Missing product from the order
• Incorrect quantity compared to the order
• Defective or expired product

How to proceed

1. Notify us within 14 days of delivery: via this form, by phone at +39 0932 774309 or by email at info@ciokarrua.it.
2. We will reply within 24-48h with the return instructions.
3. Once the goods are back and checked, we will issue the refund or replacement within 14 days.

Refunds are issued to the same payment method used for the order (or to your IBAN if you paid cash on delivery). You can exercise your right of withdrawal however you prefer: with the form below, by phone or by email at info@ciokarrua.it.