Refund policy

We are here to help

For help with an order, return or product, email ciao@ermesfunghi.com or call +39 0432 674469.

The seller is ERMES FUNGHI S.R.L., Via Paolo Diacono 1, 33042 Buttrio (UD), Italy, VAT number IT01804820304, REA UD-197061.

This policy applies to consumer purchases from our online store delivered to Italy, Austria and Germany.

Your 14-day right of withdrawal

You may withdraw from your purchase without giving a reason within 14 days after you, or someone you nominate other than the carrier, receives the goods. If products from a single order arrive separately, the period starts when the last product, lot or piece arrives.

You may notify us of withdrawal before delivery. Sending your notice before the deadline is sufficient. If the deadline falls on a Saturday, Sunday or public holiday, it extends to the next working day.

For a contract providing regular deliveries of goods over a defined period, the initial statutory period starts when the first delivery is received. In addition, we offer a 14-day return window for individual subsequent eligible orders under this policy.

How to notify us

You can also submit a return or cancellation request from your customer account. The instructions below remain available if you cannot access your account.

Send a clear statement to ciao@ermesfunghi.com, or by post to ERMES FUNGHI S.R.L., Via Paolo Diacono 1, 33042 Buttrio (UD), Italy. You may use the model form below, but you do not have to.

Include your name and enough information to identify the purchase and the goods concerned. An order number helps, but is not essential if we can identify the purchase another way. You do not have to explain your change of mind or wait for our approval for your withdrawal notice to be valid.

You can also call us for help. Keep a copy of your notice.

Returning goods and costs

After notifying us, send the goods back within the following 14 days. You meet this deadline if you dispatch them before it expires.

Eligible returns from Italy, Austria and Germany are free. Contact us to arrange return transport at our expense. Requesting instructions helps arrange shipping and does not make your right of withdrawal conditional on approval. We charge no restocking fee.

Return address: ERMES FUNGHI S.R.L., Via Paolo Diacono 1, 33042 Buttrio (UD), Italy.

Pack the goods safely, preferably using the original outer packaging. Missing original outer packaging does not by itself remove your right to withdraw. You are responsible only for diminished value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning, within the limits set by law.

Exceptions

Exceptions apply only where their legal conditions are met, particularly for:

• goods liable to deteriorate or expire rapidly;
• sealed goods unsuitable for return for health-protection or hygiene reasons that have been unsealed after delivery;
• goods made to the consumer's specifications or clearly personalised.

Shelf-stable food is not automatically excluded. Opening the shipping carton alone does not break a product's hygiene seal. Selecting an assortment of standard products does not by itself make the box personalised.

Sale purchases and purchases intended as gifts retain their statutory rights. Withdrawal exceptions do not affect rights relating to faulty, damaged or non-conforming goods.

Refunds

We refund you without undue delay and within 14 days after receiving your withdrawal notice.

For withdrawal from an entire order, this includes the payments received and the cost of the least expensive standard delivery offered for that order. It excludes the supplement for a more expensive delivery method you chose. For a partial return, any delivery-cost reimbursement is calculated according to the goods returned and applicable costs, in accordance with the law.

We may withhold reimbursement until we receive the goods or you provide evidence that you have sent them back, whichever happens first, unless we have offered to collect them.

We use the original payment method unless you expressly agree otherwise without any fee to you. Items supplied free of charge do not create a cash refund exceeding the amount paid. Your payment provider may need additional time to display the credit.

Damaged, incorrect or non-conforming goods

Email ciao@ermesfunghi.com with your order details. Photographs of the goods, packaging and batch number help us investigate, but are not a condition for exercising your rights.

Please tell us about problems promptly. Asking you to contact us promptly does not shorten the time limits set by law or restrict your statutory guarantee. Remedies for legally covered defects are free, including necessary return costs. Depending on the circumstances and legal conditions, you are entitled to have the goods brought into conformity, a price reduction or termination of the contract.

Do not consume a product you suspect is spoiled or unsafe; contact us for instructions.

Optional model withdrawal form

Complete and send this form only if you wish to withdraw from the contract.

To: ERMES FUNGHI S.R.L., Via Paolo Diacono 1, 33042 Buttrio (UD), Italy — ciao@ermesfunghi.com.

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:

• Goods concerned:
• Order number, if available:
• Ordered on (*) / received on (*):
• Name of consumer(s):
• Address of consumer(s):
• Email for correspondence:
• Signature of consumer(s), only if this form is sent on paper:
• Date:

(*) Delete as appropriate.