Refund policy
Last updated: September 2026
This policy governs returns, refunds and the exercise of the right of withdrawal for purchases made through the online store of Rocche della Sala s.s. Agricola.
Right of withdrawal – 14 days
If you are a consumer and have made an online purchase, you have the right to withdraw from the contract within 14 days, without having to provide any reason.
The 14-day period begins on the day on which you, or a person designated by you other than the carrier, takes physical possession of the products.
If a single order includes several products delivered separately, the period begins on the day on which the last product is delivered.
To meet the withdrawal deadline, it is sufficient to inform us of your decision to withdraw before the 14-day period expires.
How to exercise your right of withdrawal
You can exercise your right of withdrawal within 14 days by using the electronic function available on our online store.
REQUEST A RETURN OR CANCEL AN ORDER
By signing in with the email address used to place the order, you can view your purchases and, where applicable, request a return or cancellation directly.
You may also inform us of your decision to withdraw by contacting:
Rocche della Sala s.s. Agricola
Via Palermo 76
91028 Partanna (TP) – Italy
Email: info@rocchedellasala.it
Tel./WhatsApp: +39 328 1129497
We recommend including the following information in your request:
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first and last name;
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order number;
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products for which you wish to exercise your right of withdrawal;
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date on which the order was received.
Following a withdrawal request submitted electronically, you will receive an acknowledgement of receipt.
Returning the products
After notifying us of your decision to withdraw, the products must be returned without undue delay and, in any event, within 14 days from the date on which you notified us of your withdrawal.
Unless otherwise instructed by us, products must be sent to:
Rocche della Sala s.s. Agricola
Via Palermo 76
91028 Partanna (TP) – Italy
The direct cost of returning the products is borne by the customer in the case of withdrawal due simply to a change of mind.
We recommend using a trackable shipping service and packing the products appropriately, particularly bottles and packages containing glass, in order to prevent damage during transport.
Condition of returned products
The consumer may inspect the product to the extent necessary to establish its nature, characteristics and conformity.
The consumer is responsible for any reduction in the value of the products resulting from handling other than that necessary for such inspection.
In particular, products that have been consumed, significantly used, altered or damaged for reasons attributable to the customer may be subject to a reduction in value, which will be taken into account when calculating the refund, in accordance with applicable law.
Exceptions to the right of withdrawal
The right of withdrawal does not apply in the cases expressly provided for by law.
These include, where applicable:
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products made to order or clearly personalised;
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products liable to deteriorate or expire rapidly;
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sealed goods which are not suitable for return for reasons of health protection or hygiene and which have been unsealed after delivery;
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other cases provided for under Article 59 of the Italian Consumer Code.
Where a product falls within one of the exceptions provided for by law, this will be indicated, where necessary, in the relevant sales information.
Refunds
Where the right of withdrawal has been validly exercised, we will refund all payments received for the products concerned, including any costs originally incurred for standard delivery.
If you selected a delivery method that is more expensive than the standard delivery method offered by us, the additional delivery cost will not be refunded.
The refund will be made without undue delay and, in any event, within 14 days from the day on which we are informed of your decision to withdraw.
However, we may withhold the refund until we have received the returned products or until you have provided evidence that the products have been sent back, whichever occurs first.
Unless otherwise agreed, the refund will be made using the same payment method used for the original purchase.
Products damaged during transport
If the parcel or products arrive damaged, please contact us as soon as possible at info@rocchedellasala.it.
Where possible, please send us:
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the order number;
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a photograph of the external packaging;
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a photograph of the inside of the parcel;
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photographs of the damaged products.
This information also allows us to make any necessary claims against the carrier.
If products are damaged during transport, you will not incur any costs in obtaining the replacement or refund due.
Depending on the circumstances and product availability, we may replace the damaged product or issue a refund.
Incorrect or missing product
If you receive a product different from the one ordered, or if one of the purchased products is missing, please contact us at info@rocchedellasala.it, quoting your order number.
We will review the report and, depending on the circumstances, send the correct or missing product or issue a refund.
The customer will not incur any costs to correct an error made by us in preparing the order.
Non-conforming products
All rights granted to consumers under the statutory guarantee of conformity remain unaffected.
If you believe that a product is defective or does not correspond to what you ordered, please contact us at info@rocchedellasala.it, providing your order number and, where useful, photographs or other information that will allow us to assess the issue.
This returns policy does not in any way limit the mandatory rights granted to consumers by law.
Cancellation before shipment
If you wish to cancel an order that has not yet been shipped, you can use the electronic function available on the store or contact us promptly at info@rocchedellasala.it.
If the order has not yet been handed over to the carrier, we will do our best to stop its preparation and issue a refund.
If the shipment has already been dispatched, the procedure provided for exercising the right of withdrawal must be followed.
Contact details
For any questions regarding returns, refunds, damaged products or the right of withdrawal:
Rocche della Sala s.s. Agricola
Via Palermo 76
91028 Partanna (TP) – Italy
VAT No.: IT02081570810
REA: TP-144164
Email: info@rocchedellasala.it
Tel./WhatsApp: +39 328 1129497