Terms and Conditions

Withdrawal and Return Terms and Conditions – marchigian.com

Introduction

This withdrawal and return policy is drafted in accordance with Legislative Decree 6 September 2005, no. 206 (Consumer Code), which governs the right of withdrawal for distance purchases, including those made through e-commerce sites.

However, pursuant to Article 59 of the Consumer Code, the right of withdrawal is excluded for certain categories of products, particularly for:

• perishable goods or those subject to rapid deterioration (e.g., fresh or artisanal food products);
• sealed goods that are not suitable for return for hygiene or health protection reasons, if opened after delivery;
• goods made to measure or clearly personalized at the consumer’s request.

Products Excluded from the Right of Withdrawal

For reasons of food safety, hygiene, and preservation, on marchigian.com CANNOT exercise the right of withdrawal in the following cases:

• Perishable, fresh food products or those with a short expiration date;
• Sealed products, if the packaging has been opened or damaged after delivery;
• Products that, by their nature, cannot be returned intact or are likely to deteriorate rapidly;
• Personalized products, such as custom gift packages or items assembled upon request.

This means that it is not possible to return or request a refund for products that have been opened, tasted, damaged, or even partially consumed by the customer.

Residual Cases – Withdrawal Allowed

The right of withdrawal can be exercised only for non-perishable, sealed food products that have been properly stored, provided that:

• The packaging is intact and unopened;
• The product does not fall into one of the excluded categories above;
• The request is sent within 14 days of delivery.

In this case, the customer must bear the return costs for the withdrawal; the refund will be made within 14 days of receipt and verification of the integrity of the products.

Checks to Perform Upon Delivery

Upon delivery, the customer is invited to carefully check the received products, verifying:

• that the packaging is intact and not tampered with;
• that the label information is readable and correct (e.g., expiration date, ingredients);
• that the product received exactly matches the order placed.

These checks can be performed without opening the packaging.

How to Exercise the Right of Withdrawal (if applicable)

The right of withdrawal can be exercised only for eligible products (non-perishable, non-personalized, sealed, and unopened) and according to the following procedures:

• The customer must send a written communication within 14 days of delivery, via email to orders@marchigian.com or by registered mail to the company address: HQ Srls – Via G. Carducci 7, 63827 Pedaso (FM), Italy
• The communication must include: first and last name, order number, indication of the product subject to withdrawal, reason (optional);
• The product must be returned within 14 days of the communication, at the customer’s expense, intact and in the original sealed packaging.
• The refund will be made within 14 days of receipt of the returned product, net of initial shipping costs.

Products Damaged or Incorrect Upon Delivery

In case of receipt of damaged, altered, or non-compliant products, the customer must follow the following instructions:

• The report should preferably be made within 24 hours of delivery, or as soon as possible after checking the products, via email to orders@marchigian.com.
• The communication must include: order number, first and last name, detailed description of the problem, clear and readable photographic documentation.
• Customer service will review the report. If confirmed, the customer will receive a refund of the amount paid.
• The company reserves the right to request the return of the defective product, at the customer’s expense, to perform internal checks.

Package Inspection at the Time of Delivery

At the time of delivery by the courier, the customer is required to carefully check the integrity of the package.

• If the package appears visibly damaged, wet, opened, or altered, the customer must accept the package with specific reservation, writing on the courier’s receipt the statement:

  “Accepted with reservation for damaged package” (or other visible reason).

• In the absence of such a written reservation, any claims for transport damage cannot be accepted, as the package will be considered delivered intact.

• In case of acceptance with reservation, the customer must report the problem within 24 hours of delivery, sending a communication via email to: orders@marchigian.com, attaching detailed photographic documentation.