Return and Refund Policy

Tenuta Del Paguro S.r.l.

At Tenuta Del Paguro, we take great care in preparing and shipping our wines to ensure that every bottle reaches you in excellent condition.

If you are not satisfied with your purchase, or if your order arrives damaged or incorrect, please contact us. We will be happy to assist you.

1. Right of Withdrawal – 14 Days

If you are a consumer purchasing online within the European Union, you generally have the right to withdraw from your purchase within 14 days of receiving your order, without providing any reason, subject to applicable legal exceptions.

To exercise your right of withdrawal, please notify us by email at vena@tenutadelpaguro.it before the 14-day period expires, clearly stating your decision to withdraw.

After notifying us, you must return the products within 14 days.

For orders shipped outside the European Union, returns and cancellations are subject to applicable local consumer protection laws and the conditions communicated at the time of purchase.

2. Conditions for Returns

To help ensure the safe return of our wines, we ask that:

• Bottles be returned unopened, with their original closures and seals intact.

• Products be carefully packed, preferably in their original protective packaging.

• Proof of purchase or an order reference be provided.

You may inspect the products as reasonably necessary to establish their nature and characteristics. However, you may be responsible for any reduction in value resulting from handling beyond what is necessary for that purpose.

Opening or consuming wine may affect the amount eligible for a refund, without prejudice to your statutory consumer rights.

3. How to Request a Return

To request a return, please contact:

Tenuta Del Paguro S.r.l.
Email: vena@tenutadelpaguro.it

Return address:

Tenuta Del Paguro S.r.l.
Via Belfiore 60
48121 Ravenna (RA)
Italy

Please include your order number, the products you wish to return and, where applicable, the reason for your request.

For an ordinary withdrawal, you may return the products after informing us of your decision, without waiting for return authorisation.

We recommend contacting us before shipping so that we can provide appropriate packaging and shipping guidance.

4. Return Shipping Costs

For returns due to a change of mind under the statutory right of withdrawal, the customer is responsible for the direct cost of returning the products, unless otherwise agreed or required by applicable law.

We recommend using a tracked shipping service and suitable protective packaging for glass bottles.

If the return is due to an incorrect, defective or damaged product, Tenuta Del Paguro will arrange or reimburse the reasonable return shipping costs where required by law.

5. Damaged, Defective or Incorrect Products

We carefully inspect and package every order before dispatch.

If your shipment arrives damaged, defective or incomplete, or if you receive the wrong product, please contact us as soon as possible at vena@tenutadelpaguro.it.

Where possible, please provide:

• Your order number.

• A description of the issue.

• Photographs of the affected bottles and external packaging.

Please retain the original packaging until we have reviewed the issue.

We will assess the situation and offer an appropriate solution, such as replacement, refund or another remedy in accordance with applicable consumer protection laws.

Reporting a problem promptly helps us resolve it efficiently but does not limit your statutory rights.

6. Exceptions

The statutory right of withdrawal may not apply to certain products or services where an exception is provided by applicable law, including:

• Products clearly personalised or made to the customer's specifications.

• Products that are liable to deteriorate or expire rapidly.

• Certain date-specific experiences or services, where the applicable legal conditions for exclusion are met.

Any applicable exception will be communicated in the relevant product or service information.

These exceptions do not affect your statutory rights in relation to defective, damaged or non-conforming products.

7. Refunds

Once we receive and inspect your returned products, we will confirm the outcome of your return.

Where you exercise your statutory right of withdrawal, we will reimburse the payments received, including standard outbound delivery costs where required by law, without undue delay and no later than 14 days after being informed of your decision to withdraw.

We may withhold reimbursement until we have received the returned goods or until you have provided evidence of having sent them back, whichever occurs first.

Refunds will normally be issued using the same payment method used for the original purchase, unless otherwise expressly agreed.

Any additional delivery costs resulting from your choice of a delivery method more expensive than our least expensive standard delivery option are not refundable.

The time required for the refund to appear in your account may vary depending on your bank or payment provider.

8. Customer Assistance

For any questions regarding returns, refunds or your order, please contact:

Tenuta Del Paguro S.r.l.
Via Belfiore 60
48121 Ravenna (RA), Italy
Email: vena@tenutadelpaguro.it

We are committed to providing attentive and transparent customer service, reflecting the same care and dedication that we put into every bottle of Tenuta Del Paguro wine.

This policy does not limit any mandatory rights granted to consumers under applicable law.