Customer service

Returns, refunds and replacements

If you are not completely satisfied with your purchase, you can contact us at the e-mail address servizioclienti@quercetti.it. You might have the possibility to return the products, have them replaced or obtain a refund. Quercetti will promptly notify you the instructions in order to carry out any procedure. After returning the goods or in any case in which a refund is needed, Quercetti will reimburse the amount paid by means of wire transfer and will give you notice of it by e-mail.

Right of Withdrawal

The Customer defined as “Consumer” (that is, a natural person, who purchases goods for purposes unrelated to business or professional activities) has right to withdraw from the contract without any penalties and without specifying the reason within 14 (fourteen days) from the date of delivery of the purchased product/s, in compliance with the new Directive 2011/83/UE implemented In Italy by D. Lgs. 21 Febbraio 2014, N. 21. To exercise the right of withdrawal, the Customer shall send a written notification by e-mail to the address servizioclienti@quercetti.it or by means of ordinary mail to Quercetti & C. S.p.A. – Corso Vigevano 25, 10152 Turin, Italy, including: 

I) the expression of will to exercise the right to withdrawal; 

II) the information about the Products for which the Customer wants to exercise his/her right of withdrawal;

III) the order number issued at the moment of the purchase.

The Customer might use the facsimile provided on this website at this link.

The use of the facsimile is not compulsory: Quercetti will accept any means chosen by the Customer in order to exercise his/her right.

The Customer undertakes to return the Products at the address Quercetti & C. S.p.A. - Corso Vigevano 25, 10152 Turin, Italy within 14 (fourteen) working days from the date in which the will to exercise the right to withdrawal has been expressed.

The costs incurred for returning the Product are entirely charged to the Customer. The Products shall be returned via an insured courier service in order to be able to track the goods. Quercetti is not responsible for the reimbursement or compensation of any lost, stolen or damaged Product.

Quercetti will reimburse the whole cost of the Products returned by the Customer (delivery costs included), provided that they are in their original packaging and that they have not been used nor damaged. 

Quercetti shall promptly reimburse the Customer within and in any case no later than 140 (fourteen) days from the date of receipt of the withdrawal notification, provided that the conditions referred to in paragraph 8.1 of the General Sales Conditions have been met. Refunds will be carried out by bank transfer. Quercetti will send a notification e-mail once the transfer has been made. Quercetti reserves the right to refuse the returning of Products that do not comply to the requirements referred to in paragraph 8.1 of the General Sales Conditions described in this Website.