Refund policy

Right of withdrawal (14 days)
If you are a consumer, you may withdraw from this contract within 14 days of receiving your order, without giving a reason (art. 52, Italian Consumer Code; Art. 9, Directive 2011/83/EU). To withdraw, email domusherae@gmail.com with your order number and the items concerned, and we will send you instructions.

Products excluded from withdrawal
Under art. 59(e) of the Italian Consumer Code (Art. 16(e), Directive 2011/83/EU), the right of withdrawal does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons and which were unsealed after delivery. Our oils are foodstuffs supplied with a tamper-evident seal. Once the seal is broken, the bottle cannot be returned or refunded, because its food safety can no longer be guaranteed. Unopened bottles with the seal intact can be returned as normal within the 14 days.

Return costs
The direct cost of returning the goods is borne by the customer (art. 57(1)). In some cases we may choose to waive the return; if so, we will tell you in writing.

Refunds
We refund within 14 days of receiving your withdrawal notice, using the same payment method you paid with. The refund includes standard delivery costs; if you chose a faster or more expensive delivery, we refund the amount of our cheapest standard delivery (art. 56(2)). We may withhold the refund until we receive the goods, or until you provide proof that you have sent them back (art. 56(3)). You are liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods (art. 57(2)).

Damaged or faulty products
If an item arrives broken, leaking, or not as described, this is not withdrawal: you are entitled to replacement or refund under the legal guarantee of conformity (arts. 128 ff., Italian Consumer Code), at no cost to you and regardless of the seal. Email domusherae@gmail.com with a photo within a reasonable time and we will sort it immediately.

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