Returns, refunds and withdrawal

The consumer has the right to withdraw from the contract without giving a reason within fourteen days from the day on which they take possession of the products or, if the order is delivered in several shipments, of the last one (art. 52 et seq. of the Consumer Code). The exceptions are described below.

1. The online withdrawal form is filled in: it is always available and needs no account.
2. An acknowledgment of receipt is received by email, with a reference number, date and time and the content of the declaration.
3. The products are returned within fourteen days of notifying the withdrawal, following the instructions in the acknowledgment.
4. Gourmet Hub refunds what was paid as described below.

Withdrawal may also be notified by any other explicit statement, for example written by email through the contact page; the online form is the simplest way to have proof of sending.

The direct cost of returning the products is borne by the consumer, unless otherwise indicated at the time of purchase. It is advisable to keep proof of shipping.

Gourmet Hub refunds all payments received, including standard delivery costs, within fourteen days of the day on which it receives notice of the withdrawal. The refund may be withheld until the products are received or proof of their shipment is provided, whichever is earlier.

The refund is made using the same means of payment used for the purchase, at no cost to the consumer.

Under art. 59 of the Consumer Code the right of withdrawal does not apply, among others, to:

• goods liable to deteriorate or expire rapidly: in the catalogue, fresh eggs;
• sealed goods that are unsuitable for return for reasons of hygiene or health protection, if they were opened after delivery: for example a vacuum-packed cured meat or cheese, an opened jar or bottle;
• goods made to the consumer's specifications or clearly personalised.

The egg subscription is a contract for periodic delivery. Eggs are perishable goods, so deliveries already received cannot be returned. The subscription can nonetheless be paused or cancelled at any time for future deliveries not yet prepared, through the link to manage it in the confirmation email or by writing through the contact page. The terms of the subscription are in the General terms of sale.

A bundle is sold as a single product and is returned as a whole, with every product it contains intact. If it contains sealed products opened after delivery, the exclusions described above apply.

Products must be returned intact and in their original packaging. The consumer is liable for any diminished value resulting from handling beyond what is necessary to establish their nature and functioning (art. 57 of the Consumer Code).

If a product arrives damaged, different from the one ordered or non-conforming, the consumer may write through the contact page stating the order number and attaching photographs: Gourmet Hub will replace it or refund it. This also applies to products excluded from withdrawal, fresh eggs included; for fresh products it is best to report it as soon as possible. The protection of the legal warranty of conformity described in the General terms of sale remains unaffected.