Refund policy

RETURNS, REFUNDS AND EXCHANGES POLICY

This policy governs the management of returns, refunds, and exchanges for products purchased through the e-commerce website pegna1860.com, operated by:

Pegna dal 1860 S.R.L.
Via dello Studio 26R, 50122 Florence (FI) – Italy
shop@pegna1860.com – +39 055 282701


1. Right of Withdrawal (Consumers – B2C only)

Pursuant to Articles 52 et seq. of Italian Legislative Decree 206/2005 (“Consumer Code”), consumer customers have the right to withdraw from the contract without providing any justification within 14 days from the date of delivery of the products.

To exercise the right of withdrawal, the customer must send a written communication to: shop@pegna1860.com

or use the withdrawal form, if available on the website.

The customer will receive instructions on how to proceed with the return.


2. Exceptions to the Right of Withdrawal

The right of withdrawal CANNOT be exercised in the cases provided for by Article 59 of the Consumer Code, including:

  • fresh, perishable, or short shelf-life food products;

  • sealed products that cannot be returned for hygiene reasons once opened (e.g., food, beverages, personal care products);

  • opened or damaged bottles or food packaging;

  • custom-made or personalized products;

  • products that may rapidly deteriorate;

  • products that are damaged, opened, or used.

In these cases, returns will not be accepted.


3. Business Customers (B2B)

For professional or business customers (purchases with a VAT number):

  • the right of withdrawal does NOT apply, unless otherwise agreed in writing with Pegna dal 1860;

  • any returns are evaluated on a case-by-case basis, in accordance with the Italian Civil Code regulations concerning defects and non-conformity.


4. Product Return Procedure

After approval of the withdrawal or return request:

  • the customer must return the products within 14 days from the withdrawal notice;

  • products must be intact, unopened, and in their original packaging;

  • shipping costs are borne by the customer, unless the error is attributable to Pegna dal 1860.

The products must be returned to:

Pegna dal 1860 S.R.L.
Via dello Studio 26R, 50122 Florence (FI) – Italy

Pegna dal 1860 is not responsible for any loss or damage occurring during return shipment.


5. Returns for Damaged or Incorrect Products

In the case of a product that is:

  • damaged upon delivery;

  • incorrect compared to the order;

  • defective or non-compliant;

the customer must contact us within 48 hours of delivery via:

The following must be provided:

  • order number;

  • description of the issue;

  • photographs of the damaged/non-compliant product;

  • photos of the packaging, if useful.

Pegna dal 1860 will proceed with:

  • a replacement of the product, or a refund of the corresponding amount, or a store voucher/credit, subject to agreement with the customer.


6. Variable-Weight Products

For products sold at “variable weight” (fruit, vegetables, cheeses, cured meats, deli products):

  • the actual weight may differ from the weight shown online;

  • price adjustments are made automatically during order preparation;

  • returns are NOT accepted for weight differences within the physiological margin (±20%).

Returns are accepted only in cases of improper preservation or clear non-compliance.


7. Refunds

If the withdrawal is exercised correctly:

  • the refund will be made within 14 days from receipt of the returned products;

  • the same payment method used for the order will be used for the refund, unless otherwise agreed;

  • only the price of the products will be refunded, excluding:

    • original shipping costs,

    • return shipping costs,

    • any additional services.

If products are damaged or incorrect due to Pegna dal 1860's responsibility, shipping costs will be fully refunded.


8. Uncollected Deliveries

If delivery fails due to:

  • incorrect address,

  • customer absence,

  • failure to deliver due to reasons attributable to the recipient,

the full amount may be charged for perishable products, due to the impossibility of resale.


9. Processing Times

Once the return is received and verified, Pegna dal 1860 will notify the customer and process the refund within the specified time frames.


10. Customer Support

For any questions or clarifications:

email: shop@pegna1860.com
phone: +39 055 282701

Support hours: Monday to Friday, from 10:00 a.m. to 6:00 p.m.