Refund policy
Cancellation, Returns and Refund Policy
This Policy governs withdrawal rights, returns, cancellations and refunds relating to purchases made through Inserrata.com.
The applicable conditions may vary depending on whether the purchase concerns physical products or services and experiences booked for a specific date.
1. Seller Information
The seller and service provider is:
In Serrata
Via XXIV Maggio 36
56024 San Miniato (PI)
Italy
Email: info@inserrata.com
PHYSICAL PRODUCTS
2. Right of Withdrawal for Physical Products
Consumers purchasing physical products online have the right to withdraw from the contract without providing any reason within 14 calendar days, except in cases where the right of withdrawal is excluded by applicable law.
The 14-day period begins:
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on the day on which the consumer, or a person designated by the consumer other than the carrier, takes physical possession of the product;
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in the case of multiple products ordered in a single order and delivered separately, on the day on which the last product is delivered;
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in the case of a product consisting of multiple lots or pieces delivered separately, on the day on which the last lot or piece is delivered.
The right of withdrawal applies to consumers, meaning natural persons purchasing for purposes unrelated to their business, commercial, craft or professional activities.
3. How to Exercise the Right of Withdrawal
To exercise the right of withdrawal, the consumer must notify In Serrata of their decision within the applicable withdrawal period.
The notice must be sent to:
The request should include:
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the customer's full name;
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order number;
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order date;
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the products for which the right of withdrawal is being exercised;
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an explicit statement of the customer's decision to withdraw from the purchase.
The consumer may use the model withdrawal form provided at the end of this Policy, although its use is not mandatory.
The deadline is considered met if the notice of withdrawal is sent before the applicable withdrawal period expires.
4. Returning Products
After notifying In Serrata of the withdrawal, the consumer must return the products within the following 14 days, unless otherwise provided by applicable law.
Products must be returned to:
In Serrata
Via XXIV Maggio 36
56024 San Miniato (PI)
Italy
We recommend contacting In Serrata before shipping the products in order to facilitate the correct handling of the return.
Customers are responsible for adequately packaging products to protect them during transport, with particular attention to bottles of wine, olive oil and other fragile products.
The risk associated with the return shipment remains with the customer until the products are delivered to In Serrata. We therefore recommend using a tracked shipping service.
5. Return Shipping Costs
The direct costs of returning products are borne by the consumer, except where:
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the product received is incorrect;
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the product is defective or non-conforming;
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the product was damaged during delivery;
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In Serrata has expressly agreed in writing to cover such costs;
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otherwise required by applicable law.
Cash-on-delivery shipments or shipments with charges payable by the recipient will not be accepted without prior written agreement from In Serrata.
6. Condition of Returned Products
The consumer is responsible for any reduction in the value of the products resulting from handling other than what is necessary to establish their nature, characteristics and functioning.
Products should therefore be returned, where reasonably possible:
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adequately packaged;
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complete with any accessories;
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with their original packaging and labels;
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without damage or alteration beyond what is necessary to inspect the product.
Opening, consuming, altering or damaging a bottle or food product may result in a reduction in the refundable amount, within the limits permitted by applicable law.
Loss of or damage to the original packaging does not automatically result in the complete loss of the right of withdrawal, but may be taken into account when assessing any reduction in value.
7. Refunds for Physical Products
Where the right of withdrawal has been validly exercised, In Serrata will refund the payments due under applicable law, including the cost of the standard delivery method originally offered.
Any additional costs resulting from the customer's choice of a more expensive delivery method than the least expensive standard delivery method offered by In Serrata will not be refunded.
Refunds will be made without undue delay and in any event within the time limits established by applicable law.
In Serrata may withhold the refund until:
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the returned products have been received; or
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the customer provides evidence that the products have been shipped;
whichever occurs first, where permitted by law.
Refunds will be made using the same payment method used for the original purchase, unless otherwise expressly agreed with the customer.
8. Exceptions to the Right of Withdrawal
The right of withdrawal does not apply in the circumstances provided for by applicable law, including, by way of example:
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goods made to the consumer's specifications or clearly personalised;
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goods that are liable to deteriorate or expire rapidly;
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sealed goods that are not suitable for return for health protection or hygiene reasons and that have been unsealed after delivery;
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goods which, after delivery, become inseparably mixed with other items;
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catering services and services relating to leisure activities where the contract provides for a specific date or period of performance.
These exceptions apply only where the relevant requirements established by applicable law are met.
EXPERIENCES AND BOOKINGS
9. Wine Tastings, Truffle Hunts, Lunches, Dinners and Other Experiences
Wine and olive oil tastings, truffle hunts, lunches, dinners, visits and other experiences offered by In Serrata are booked for a specific date or period of performance.
Where the conditions set out under Article 59 of Italian Legislative Decree No. 206/2005 (Italian Consumer Code) apply, these services are not subject to the statutory 14-day right of withdrawal normally applicable to distance purchases.
Any possibility of cancelling a booking and receiving a refund is therefore governed by the cancellation conditions set out below and by any specific conditions communicated to and accepted by the customer at the time of booking.
10. Cancellation of Experiences by the Customer
Unless different conditions have been expressly communicated and accepted for a specific booking, the following conditions apply:
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cancellations eligible for a refund may be requested up to 72 hours before the scheduled starting time of the experience;
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cancellation requests must be submitted in writing to info@inserrata.com;
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the date and time on which the cancellation request is received will determine whether the applicable deadline has been met;
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cancellation requests received less than 72 hours before the scheduled starting time of the experience are not eligible for a refund;
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in the event that the customer fails to attend the experience on the booked date and time ("no-show"), no refund will be provided.
A booking reserves a specific date, time slot and organisational capacity for the customer.
Any exceptional refund, credit, voucher or booking modification granted by In Serrata outside the applicable cancellation period is discretionary and applies only to the individual case. It does not modify this Policy or establish a precedent for other bookings.
11. Special Conditions for Groups, Private Events and Advance Bookings
The standard cancellation conditions for experiences booked directly through the website are those set out in the preceding section, unless specific conditions have been communicated and accepted for an individual booking.
For groups, private events, bookings made significantly in advance, customised services, or bookings requiring advance arrangements involving staff, collaborators, suppliers or other dedicated services, In Serrata may apply different cancellation, modification, payment or refund conditions from the standard conditions.
In particular, for bookings made significantly in advance, In Serrata may require cancellation requests eligible for a refund to be submitted with a longer notice period than the standard 72 hours applicable to ordinary online bookings, including, where expressly communicated to the customer, a notice period of 30 days before the scheduled date of the experience.
Any such specific conditions must be communicated to the customer before the booking is confirmed.
Where specific conditions have been communicated and accepted in connection with a particular booking, those conditions will apply to that booking instead of the corresponding general conditions.
Once the specifically agreed cancellation deadline has passed, the customer will not be entitled to a refund, without prejudice to any mandatory rights provided by applicable law.
At its discretion, and without creating any obligation or precedent for other bookings, In Serrata may offer alternative commercial solutions such as rescheduling, credit or a voucher.
12. Changes or Rescheduling of Bookings
Requests to change the date, time, number of participants or other elements of a booking are subject to availability and acceptance by In Serrata.
Customers do not have an automatic right to modify or reschedule a booking.
Where In Serrata agrees to modify or reschedule a booking, this does not automatically alter the cancellation conditions applicable to that booking unless otherwise agreed in writing.
If a reduction in the number of participants is communicated after the applicable cancellation deadline, In Serrata reserves the right to apply the financial conditions originally agreed, within the limits permitted by applicable law.
13. Late Arrivals and No-Shows
Customers are responsible for arriving at the location indicated in the booking confirmation at the agreed time.
In the event of a late arrival, In Serrata will make reasonable efforts to allow the experience to take place, subject to the day's schedule, staff availability and the presence of other guests.
A significant delay by the customer may result in a shorter experience or, where it is no longer reasonably possible to provide the service, the customer may be unable to participate.
Failure to attend the experience does not entitle the customer to a refund.
14. Cancellation or Changes by In Serrata
If In Serrata cancels an experience and it is not possible to provide it as agreed, the customer may choose, depending on the circumstances, between:
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a refund of the amount paid for the cancelled experience;
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rescheduling the booking to another available date.
In the event of weather conditions, unavailability of necessary personnel, safety concerns or other circumstances that make it impossible or unreasonable to provide the experience, In Serrata may propose an alternative date or other solutions available under applicable law.
Any mandatory rights granted to consumers under applicable law remain unaffected.
PRODUCT-RELATED ISSUES
15. Damaged, Incorrect or Non-Conforming Products
The right of withdrawal is separate from the consumer's statutory rights in relation to defective, damaged, incorrect or non-conforming products.
In such cases, customers are invited to promptly contact:
The communication should include:
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order number;
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a description of the issue;
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photographs of the product;
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photographs of the external and internal packaging where the issue concerns damage occurring during transport.
In Serrata will assess the report and, where applicable, may offer the solution provided for under applicable law, including:
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replacement of the product;
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a new shipment;
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a full or partial refund;
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another solution agreed with the customer.
Where the product is incorrect, defective or damaged for reasons not attributable to the consumer, any return costs for which In Serrata is responsible under applicable law will not be charged to the customer.
Failure to report an issue immediately does not affect any mandatory rights granted to the consumer under applicable law.
BUSINESS AND PROFESSIONAL PURCHASES
16. Purchases Made by Businesses or Professionals
Consumer withdrawal rights do not apply to purchases made by companies, professionals or other parties acting within the scope of their business, commercial, craft or professional activities.
Any returns, cancellations or refunds relating to professional or business purchases will be governed by the conditions agreed between the parties and may be authorised subject to prior written agreement with In Serrata.
FINAL PROVISIONS
17. Mandatory Consumer Rights
Nothing in this Policy is intended to exclude or limit any mandatory rights granted to consumers under applicable Italian or European Union law.
If any provision of this Policy conflicts with a mandatory provision of applicable law, the applicable mandatory legal provision will prevail.
18. Contact Information
For requests relating to returns, cancellations, booking changes or refunds, please contact:
In Serrata
Via XXIV Maggio 36
56024 San Miniato (PI)
Italy
Email: info@inserrata.com
19. Model Withdrawal Form
This form may be used by consumers to exercise their right of withdrawal for purchases for which such a right is provided by law.
To:
In Serrata
Via XXIV Maggio 36
56024 San Miniato (PI)
Italy
Email: info@inserrata.com
I hereby give notice that I withdraw from my contract concerning the following products:
Order number:
Order date:
Date on which the products were received:
Products subject to withdrawal:
Consumer's full name:
Consumer's address:
Email address used for the order:
Date:
Consumer's signature, required only if this form is submitted on paper: