Palautuskäytäntö
House of Tartufo – Return & Refund Policy
At House of Tartufo, we value transparency and quality above all. Because truffles and other fresh items are perishable, natural, and seasonal products, special conditions apply to returns, complaints, and refunds. This policy is fully compliant with EU consumer protection law and is designed to protect both our clients and our company.
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1. General Return Policy (Non-Perishable Goods)
• We offer a 30-day return policy for non-perishable items (such as accessories, merchandise, or non-food products).
• Items must be unused, in their original condition, with tags and packaging.
• Proof of purchase is always required.
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2. Fresh Truffles and Perishable Goods
• Fresh truffles and all perishable goods are excluded from the standard right of withdrawal under EU Directive 2011/83/EU (Consumer Rights Directive).
• This means that, once delivered, fresh truffles are non-returnable and non-refundable.
• Because truffles are natural products, small imperfections (wormholes, minor internal marks, less compact texture at end of season) are considered normal and do not qualify as “defects” or “spoilage.”
• Complaints are only considered if the truffle is proven to be truly unusable (rotten/spoiled) and only when strict verification steps (see below) are followed.
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3. Mandatory Complaint Procedure for Fresh Truffles
To ensure fairness and full traceability, complaints regarding fresh truffles must follow this process without exception:
1. Time Limit
• Complaints must be submitted within 24 hours of delivery.
• After this period, the order is considered accepted in full.
2. Contact
• All complaints must be submitted exclusively to: admin@houseoftartufo.com.
• Complaints via phone, WhatsApp, private messages or social media are not valid and will not be processed.
3. Proof Required
• Clear photo of the whole truffle as received.
• Photo of the truffle cut cleanly in half (not into small pieces), showing internal structure.
• Photo of the affected part placed on a scale, with the weight clearly visible.
• Proof of delivery (tracking/receipt).
4. Conservation
• The truffle must be kept intact and stored correctly until our team confirms next steps.
• Destroyed, discarded, or improperly documented truffles cannot be considered.
5. Evaluation
• Our quality team will assess the evidence provided.
• Truffles that show clear signs of rot (blackened, mushy texture, ammonia smell) will qualify.
• Natural imperfections (small wormholes, minor defects, late-season fragility) do not qualify as spoilage.
6. Resolution
• If the complaint is validated:
• We will immediately replace the defective weight at our expense, OR
• Issue a credit note for the affected weight, to be used against future orders.
• ⚠️ Full refunds are not available for perishable goods.
• Any other solution remains at the sole discretion of House of Tartufo.
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4. Exceptions / Non-Returnable Items
• Fresh truffles and perishable food products.
• Custom or personalized items.
• Sale items and gift cards.
• Hazardous materials, flammable liquids, or gases.
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5. Exchanges (Non-Perishables)
• For non-perishable goods only: returns are accepted, and clients may place a new order after approval of the return.
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6. EU 14-Day Cooling-Off Period
• For non-perishable goods shipped into the EU, clients retain the right to cancel or return their order within 14 days without justification.
• ⚠️ This does not apply to perishable products, such as fresh truffles or any food items, under EU Directive 2011/83/EU.
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7. Refunds and Credits
• Non-perishable goods: if the return is approved, refunds will be processed within 10 business days.
• Fresh truffles:
• When a complaint is validated, the solution will be either replacement of the defective weight at our expense or a credit note.
• Full refunds are not applicable under any circumstances.
• Requests that do not comply with our complaint procedure will be rejected.
• Please allow extra time for your bank or card provider to process payments if a refund is approved for non-perishable items.
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8. Legal Framework and Protection
• This policy is fully aligned with EU Directive 2011/83/EU (Consumer Rights Directive) and national implementations in member states.
• Perishable goods are explicitly excluded from the right of withdrawal under Article 16(c).
• By placing an order, the client acknowledges and accepts this policy.
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9. Contact Information
For all complaints, returns, or questions:
📧 admin@houseoftartufo.com
Return address (non-perishable goods only):
Quivo, c/o Logsta GmbH
Kopernikusstraße 16
85092 Kösching, Germany