Welcome to the returns and refunds page of our e-commerce Fierolune. We strive to ensure a pleasant shopping experience for each of our customers by offering high quality products in the food & beverage sector. Your satisfaction is our priority, which is why we provide a clear and transparent return and refund policy. Our company, Fierolune S.a.s., with registered office in Via Giuseppe Terranova, 37 - 95131 Catania (CT), VAT number 06117750874, REA: CT-468628, is always available through the e-mail address [email protected] for any questions or concerns.
1. General Conditions for Returns
We are aware of the importance of receiving products undamaged and in accordance with expectations. If, for any reason, you wish to return one or more items, you may do so within 14 days of receipt. For your request to be accepted, please ensure that:
- Articles have not been opened or used.
- Items are returned in their original packaging, with all labels and seals intact.
- The items are undamaged and in a condition suitable for resale.
2. How to Request a Return
To request a return, follow these simple steps:
- Contact us at [email protected], providing your order number and a brief description of the reason for return.
- Within 48 hours, you will receive a reply with detailed instructions on how to proceed.
- Prepare the package carefully, including all original products and documents.
- Ship the parcel, via a traceable courier, to the address we will provide.
Please note: You will be responsible for the return shipping costs, unless there was an error on our part in sending the order.
3. Refunds
Once we have received the products and verified their integrity, we will proceed with the refund within 10 working days. The refund will be made using the same payment method you used to place the order, unless otherwise agreed. You will receive a confirmation by e-mail once the refund has been completed.
4. Damaged or Defective Products
Should you receive a damaged or defective product, please contact us immediately. We will proceed to replace the product at no extra cost or, if you prefer, issue a full refund. To handle these situations
- Send an e-mail to [email protected]including photos of the damaged product and the order number.
- You will receive instructions on how to return the defective product or receive a replacement.
- In the event of a refund, we will process it within 10 working days.
5. Products Excluded from Returns
For hygienic and food safety reasons, we do not accept returns of:
- Open or used products.
- Fresh or perishable products.
- Customised or tailor-made products according to your specifications.
6. Additional Information
If you have questions regarding our return and refund policy or need assistance with an order, we are always available via the e-mail address [email protected]. Our team will help you solve any problems and will be ready to provide you with all the information you need to ensure a quick and easy return experience.
7. Dispute Resolution
In case you are not satisfied with the handling of your return or refund, you have the possibility to contact our customer service to find a solution. However, if the problem persists, you can turn to an online dispute resolution (ODR) service operated by the European Commission. The platform is available at: http://ec.europa.eu/odr.
8. Last Update
This policy was updated on 9 May 2024. Any changes will be posted on this page, so please consult it regularly.
We are confident that this information will help you understand our return and refund processes. Your trust is essential to us and we are constantly working to improve the quality of our services.
Thank you for choosing Fierolune!
