Refund policy

Return and Refund Policy

14-Day Right of Withdrawal

You have the right to request a return within 14 days from the date you receive your order, without having to provide a reason, subject to the exceptions provided by applicable law.

To exercise your right of withdrawal, please contact us at info@biscottostone.com within the 14-day period.

After notifying us of your decision to withdraw, the product must be returned without undue delay and in any event within 14 days from the date on which you informed us of your decision.

The product should be returned in its original condition and, where possible, in its original packaging.

Customers may inspect and handle the product only to the extent necessary to establish its nature, characteristics and functioning. The customer may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary for this purpose.

Proof of purchase may be required.

Items returned without first notifying us of the return may not be accepted.

For any questions regarding returns, please contact us at info@biscottostone.com.

Return Shipping Costs

Unless otherwise stated or required by applicable law, the direct cost of returning an item following the exercise of the right of withdrawal is the responsibility of the customer.

If the product is defective, damaged, incorrect or otherwise not in conformity with the order, return shipping costs will be handled in accordance with applicable consumer protection law.

Damaged, Defective or Incorrect Items

Please inspect your order upon delivery.

If you receive an item that is damaged, defective, incorrect or otherwise does not conform to your order, please contact us as soon as possible at info@biscottostone.com.

We will evaluate the issue and provide the appropriate remedy in accordance with applicable consumer protection legislation.

Your rights relating to defective or non-conforming goods are separate from your 14-day right of withdrawal and are not limited by this Return and Refund Policy.

Exceptions to the Right of Withdrawal

The right of withdrawal may not apply to certain products where an exception is provided by applicable law, including, where relevant:

  • goods made to the customer's specifications or clearly personalized;

  • goods that are liable to deteriorate or expire rapidly;

  • sealed goods which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery;

  • other products for which applicable consumer protection legislation excludes the right of withdrawal.

If you are unsure whether a product is eligible for return, please contact us at info@biscottostone.com before returning it.

Sale Items

Products purchased at a discounted or promotional price are subject to the same statutory consumer rights as other products, unless a specific legal exception applies.

Exchanges

If you would like a different product, please contact us to arrange the return of the original item.

Once the return has been accepted, you may place a new order for the desired product.

Refunds

Once you notify us that you are exercising your right of withdrawal, we will refund the payments due to you within 14 days, in accordance with applicable law.

We may withhold the refund until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.

Unless otherwise provided by applicable law, the refund will include the standard delivery costs originally paid for the order. Any additional cost resulting from choosing a more expensive delivery method than our standard delivery option will not be refunded.

Refunds will normally be issued using the same payment method used for the original transaction, unless otherwise agreed.

Please note that banks, credit card providers and payment processors may require additional processing time before the refund appears in your account.

For any questions regarding a refund, please contact us at info@biscottostone.com.