RIGHT OF WITHDRAWAL AND RETURNS
At Sant'Egle, we believe that a purchase should be peaceful, transparent, and based on mutual trust.
If for any reason you have changed your mind, you can exercise your right of withdrawal as provided for by the Consumer Code.
HOW TO NOTIFY WITHDRAWAL
You have the right to withdraw from the purchase within 14 days from the date of receipt of the goods, without having to provide any reason.
To exercise the right of withdrawal, complete this form
RETURN OF GOODS
After notifying us of your withdrawal, you must return the products within 14 days to the following address:
Agriturismo Biologico Sant'Egle
C.S. Sant'Egle 18
58010 Sorano (GR)
The costs of returning the goods are borne by the customer. If you want us to send GLS to collect the package, perhaps delivering another product you want in return, please specify this in the collection form.
CONDITION OF RETURNED PRODUCTS
The products must be returned:
intact
unused
in the closed original packaging
properly packaged for transport
If the returned product shows damage, alterations, tampering, or obvious signs of use, Sant'Egle may reduce the refund in proportion to the loss in value of the item or refuse the return in cases provided for by law.
PRODUCTS EXCLUDED FROM THE RIGHT OF WITHDRAWAL
Pursuant to Art. 59 of the Consumer Code, the right of withdrawal cannot be exercised in the following cases:
sealed products opened after delivery that are not suitable for return for hygiene reasons or reasons related to health protection;
opened or used cosmetic products;
opened, used, or unsealed food supplements, where originally sealed;
personalized products or products made to the customer's request;
food products
REFUNDS
After receiving and inspecting the returned goods, we will issue the refund using the same payment method used for the purchase, unless the customer specifically requests a store credit for their next order.
In the case of payment by bank transfer, you will need to provide your IBAN.
In accordance with Art. 56 of the Consumer Code, Sant'Egle may withhold the refund until receipt of the goods or, if earlier, until receipt of proof that the customer has shipped the return.
The time taken for the credit to appear depends on the banking system, PayPal, or the card issuer used for payment.
ORDERS CANCELLED AFTER SHIPPING
Once handed over to the courier, the order has already incurred actual logistics costs.
If the customer requests the cancellation of an order that has already been shipped but not yet delivered, Sant'Egle will do its best to stop, intercept, or redirect the shipment.
In such cases, only the actual and verifiable costs incurred may be deducted from the refund relating to:
shipping already carried out;
return of the goods;
interception of the package;
redirection of the shipment;
services requested from the courier to manage the cancellation.
The refund will therefore be calculated net of these actual costs incurred.
DAMAGED PRODUCTS OR SHIPPING ERRORS
The package is shipped without insurance and therefore, by law, the courier is required to refund €1/kg. For this reason, we always recommend insuring the package at the time of ordering.
If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery by sending an email to: santegle@gmail.com
attaching some photographs of the problem encountered.
We will quickly assess the situation and find the best solution together.
DISPUTES AND CUSTOMER SUPPORT
Behind every order at Sant'Egle are real people who carefully prepare and check every shipment.
If any problem arises, we kindly ask you to contact us at 348 8884810 before opening disputes through PayPal, credit card, or other payment systems.
In most cases, we are able to resolve any inconvenience quickly, simply, fairly, and to the satisfaction of both parties.
If you paid with PAYPAL, it offers a SHIPPING COST REFUND service.
Click here for more information!
IN THE EVENT OF AN EXCHANGE we can use the GLS EXCHANGE service, where the courier delivers the new ordered goods and collects the items you no longer want. The cost is €12 in Italy, Sicily, and Sardinia. For other destinations, we can provide a custom quote.
SHIPPING
The shipping cost is €5.90
FREE SHIPPING in Italy, Sicily, and Sardinia for orders over €99
In Europe, shipping is free for orders over €190
For England, shipping is free for orders over €220
For Switzerland, shipping is free for orders over €500
The shipping cost will be deducted from the receipt because it is exempt from VAT under Art. 15 of Presidential Decree 633/72
Shipments are made Monday to Friday, by 11:00 a.m.
We ship with GLS (unless you arrange otherwise), with delivery within 24/48 hours in cities and 48/72 hours in provincial areas and the Islands.
You will receive a WhatsApp message and an email from GLS on the evening the package is dispatched, with the delivery date and time slot.
If you will not be home on the delivery day, follow the instructions you receive by email to change the delivery day or change the delivery location, including to one of the GLS pickup points near you.
If GLS cannot find you at home, the package will be held in STORAGE (at an additional cost) until you tell GLS where and when to deliver.
After 7 days, the package will be returned to the sender, and you will be charged the outbound/return and storage costs.
If you do not receive the email from GLS, check your SPAM folder and make sure GLS is not marked as SPAM ;-)
For the minor islands and Venice Lido, the cost varies depending on the type of shipping selected. The minor islands include:
Anacapri, Barano d'Ischia, Campo nell'Elba, Capoliveri, Capraia Isola, Capri, Carloforte (CA), Carloforte (CI), Casamicciola Terme, Favignana, Forio, Ischia, Isola Caprera, Isola del Giglio, Isole Tremiti, La Maddalena, Lacco Ameno, Lampedusa and Linosa, Leni, Lipari, Malfa, Marciana, Pantelleria, Ponza, Porto Azzurro, Portoferraio, Procida, Rio Marina, Rio nell'Elba, Santa Marina Salina, Serrara Fontana, Venice Lido, Ventotene
You can provide us with an address on the 'mainland' to avoid the extra courier surcharge for the minor islands. Alternatively, you can use your own courier at a lower cost to collect the package.
Delivery times:
cities 1-2 days, provincial areas 2-3 days, islands 4-6 days, minor islands and remote areas, Europe 5-7 days. Except in cases of strikes or courier delays beyond our control.
BEFORE CALLING US TO ASK WHERE YOUR PACKAGE IS, PLEASE CHECK THE TRACKING INFORMATION SENT TO YOUR EMAIL BY THE COURIER.
BROKEN PACKAGES
We do our best to ensure that the goods arrive intact, despite possible mishandling by couriers. 90% of our products are unbreakable. To avoid increasing shipping costs for everyone, you can choose whether to insure your package.
If you have NOT chosen insured shipping, please remember that the package is shipped at the recipient's risk.If the package arrives broken, you will not be entitled to any refund.
If you want to insure your shipment, the cost is an additional €3.
Choose INSURED shipping for your package, or if you have already placed your order, please contact us promptly to add the INSURED PACKAGE service.
For any questions or concerns, contact Alessandro at +39 348 8884810 or write to santegle@gmail.com Please remember that we and the couriers do not work on weekends
