Refund policy


1. Complaints

The Buyer, within 2 (two) days of receipt of the goods, has the right to report any anomalies found in the packaging (eg."Packing with holes","Packaging tampered with") if he has accepted with reserve or other possible and different anomalies and/or defects and/or problems (e.g. partial delivery of the ordered products, damaged product, delays in delivery in the event that the goods arrive beyond 48 hours or the time indicated at the time of completion of the purchase - which in any case it is never considered as peremptory and/or essential) by initiating a complaint or refund procedure or request to send similar products in replacement, according to the procedures set out in these T&C. The Buyer will fill in the complaint form that can be downloaded from and will send it to SDN, through its internal team, will evaluate complaints and any refund procedures and will reply to the Buyer within 30 days. In the absence of complaints after two days of delivery, SDN will consider the transaction concluded positively and will pay the sum of money relating to the transaction to the Manufacturer/Seller, net of the applicable commissions and charges due for the service to SDN.

2. Management of complaints and refunds

SDN, through its internal team, will assess the validity of complaints or refund requests, also using additional material requested from counterparties, and will reimburse the Buyer only if the following conditions are met:1) Obvious and objective discrepancies between the goods advertised on the website and the goods received by the Buyer (eg:errors in the type of product with respect to the purchase order, errors in the information on the quantity); 2) Goods damaged during transport with non-compliant packaging for which the buyer has expressed a"Reserve"to the shipper at the time of delivery; 3) Product flaws or defects, appropriately documented also with photographic material. Orders reimbursed based on the investigation conducted exclusively by SDN, will be charged to the manager. Therefore, in the presence of orders reimbursed for liability attributable to the Manufacturer/Seller:- SDN will reimburse the Buyer totally or partially (based on specific cases) for the sums paid; - Calculate the sums to be paid to the Seller net of the reimbursed sums and the commission and transport costs; - If the sums net of commission and transport costs and the reimbursement value are negative, SDN will be able to offset these sums due by the Seller with the sums due to the Seller for other orders registered on the platform; - In the event that there are no other transactions and therefore other sums owed by SDN to the Seller with which to offset the sums owed by the Seller to SDN, the Seller is required to make a regular transfer at the request of SDN with a regular invoice issue. A similar procedure, with the necessary adaptations to the conditions of the contract, will be followed by SDN towards the Carrier, in the event that the refund to the Buyer is due for the Carrier's responsibility. For other types of complaint (for example in the event of a dispute regarding transactions carried out by credit card - or any complaints of"cloning"of the same), SDN will limit itself to forwarding the credit card to the company issuing the credit card and the dispute will be managed directly between the parties, according to the general conditions of the service, and in any case according to the applicable laws. In the event of a refund request, SDN may at any time request collection of the goods at the Buyer's addresses. In any case, SDN will be liable for any damage, loss and/or breakdown or theft of the goods within the limits of their value, with the exclusion of any indirect damage and/or loss of earnings and/or other causes.

3. Failure to deliver

a) The Registered User acknowledges and accepts that in case of impossibility of delivery of the Products due to his absence (or of the person in charge of receiving the goods) at the time of delivery on the agreed day, the Products will not be canceled from the order. and the relative amount will not be re-credited to the User. b) In order to guarantee maximum freshness linked to the seasonality of the Products and to the variability of production depending on atmospheric conditions (drought, heavy rains, snowfalls, frosts), the Registered User acknowledges and accepts that, sporadically, they may not be delivered all the Products indicated in the purchase order. c) the Registered User acknowledges and accepts that, due to unforeseen and unforeseeable events, all the Products indicated in the purchase order may sporadically not be delivered. In the cases referred to in letters b) and c), SDN will refund the Buyer the amounts relating to the Products ordered and not delivered.

4. Responsibility

SDN undertakes to execute the Services in good faith and to fulfill, or ensure that they are fulfilled, with the utmost diligence, all the obligations established herein. SDN will not be responsible for any delays occurring during transport, likewise it cannot be held responsible for any loss, damage, incorrect or non-delivery caused by events and/or causes of force majeure or unforeseeable circumstances, such as by way of example but not limited to:natural disasters, adverse weather conditions such as intense snowfalls, strikes, accidents to means of transport, explosions or any other cause, similar or different, occurring outside the control of the Company and not attributable to the same, even pre-existing, which prevents or aggravates the execution total or partial of these T & Cs. This provision does not affect the Purchaser's rights deriving from the law and these T & Cs and in particular his right to receive the purchased products within a reasonable time or to be reimbursed in the event of non-delivery due to circumstances arising from unforeseeable circumstances or for reasons of force majeure or due to anomalous and unforeseeable circumstances. 6.5. Exclusion of the right of withdrawal Pursuant to art. 59, paragraph 1, lett. d) and e) of Legislative Decree 206/2005 (Consumer Code), the right of withdrawal (return of purchased goods) is excluded in relation to:- goods that risk deteriorating or expiring rapidly; - sealed goods which cannot be returned for hygienic reasons or related to health protection and which have been opened after delivery. With reference to the above cases of exclusion, the User is informed and accepts that the Products that"risk deteriorating or expiring rapidly"include all agri-food products, negotiated through the Site, as the characteristics and qualities of these types of Products are subject to alteration also as a result of inappropriate storage, and that this condition excludes the applicability of the right of withdrawal.