Refund policy

RIGHT OF WITHDRAWAL AND RETURN POLICY

(In accordance with the Italian Consumer Code - Legislative Decree No. 206/2005 and subsequent European amendments)

At IoBoscoVivo S.r.l., we value absolute transparency and customer satisfaction. Below are the rules and procedures for exercising the right of withdrawal and managing returns.

  1. ✅ 14-Day Right of Withdrawal for EU Customers

    In compliance with European regulations, if you reside in the European Union, you have the right to cancel or return your order for any reason and without providing any justification within a 14-day period.

  2. ✅ Start of the Period from Delivery of the Last Item

    The 14-day withdrawal period begins on the day you (or a third party designated by you, other than the carrier) acquire physical possession of the goods. In the case of an order comprising multiple products delivered separately, the 14-day period officially starts on the day the last item is delivered.

  3. ✅ How to Exercise Withdrawal (Customer Account or Direct Contact)

    To exercise your right of withdrawal, you can choose the method most convenient for you:

  • Via your Customer Account: Access your restricted area on our store and initiate the guided return procedure in the orders section.

  • Via Direct Contact: Send an explicit declaration via email to qualita@ioboscovivo.it (or for general communications to healthyfood@ioboscovivo.com), or via certified email (PEC) to soc.agr.ioboscovivosrl@legalmail.it.

Products must be shipped back within 14 days from the date you communicated your intention to withdraw, to the following address:

IoBoscoVivo S.r.l.

Via Sempione 26H, 21029 Vergiate (VA) - Italy

  1. Conditions of Integrity for Returns

    To ensure the validity of the withdrawal, this right cannot be exercised in relation to only a part of the purchased product. Furthermore, returned products must be:

  • Completely intact and in the same condition in which they were received.

  • Unused, unopened, and undamaged.

  • Provided with all original tags and seals.

  • Contained in their original packaging.

  • Accompanied by the receipt or proof of purchase.

⚠️ Please note: Items sent independently without a prior return request and corresponding written approval will not be accepted. The direct risks and costs for returning the products are borne exclusively by the Consumer.

  1. ❌ Exceptions and Exclusions from the Right of Withdrawal

    Pursuant to Article 59 of the Consumer Code (Legislative Decree No. 21/2014), the right of withdrawal is expressly excluded for the following categories of products:

  • Food products: as these are goods that are liable to deteriorate, alter, or expire rapidly.

  • Sealed products that are not suitable for return for hygienic reasons or related to health protection and have been opened after delivery.

  • Custom-made or clearly personalized products.

  • Gift Cards or items purchased under special promotions.

For food products or items excluded from withdrawal, you can request order cancellation by contacting Customer Service (healthyfood@ioboscovivo.com): the request will only be accepted if the order has not yet been handed over to the courier.

  1. Damage, Defects, and Delivery Issues

    We invite the Customer to inspect the order upon delivery. In the event that the received product is defective, damaged, or incorrect, you must contact us immediately at healthyfood@ioboscovivo.com to arrange a dedicated replacement or refund.

  2. Replacements

    The quickest way to get the desired replacement item is to proceed with the return of the original product (if eligible and intact) and, once accepted, place a new separate purchase directly on our store.

  3. ✅ Refund Timelines and Methods

    In the event of withdrawal, IoBoscoVivo S.r.l. will refund the full amount paid for the returned goods, including standard outbound shipping costs, within 14 days from the day we receive your withdrawal request.

  • Right of retention: The refund may be legitimately suspended and withheld until the actual receipt of the goods at our warehouses or until the Consumer proves they have shipped the goods back, whichever occurs first.

  • The refund will be issued automatically via the same payment method used for the initial transaction.

  • Technical processing times for the credit to appear on your account may vary depending on your banking institution.