Refund Information
Policy on returns, refunds and the handling of non-conforming products
Last updated: 21 September 2026
1. SCOPE OF APPLICATION
This information applies to purchases made by consumers on the Avocadodelvulcano website and governs the right of withdrawal, the handling of damaged, missing or non-conforming products and the refund procedures.
2. EXCLUSION OF THE RIGHT OF WITHDRAWAL FOR PERISHABLE PRODUCTS
The products sold by Avocadodelvulcano are fresh and perishable food products, subject to natural ripening and possible rapid deterioration.
Pursuant to Article 59(1)(d) of the Consumer Code (Legislative Decree 206/2005), the right of withdrawal provided for distance purchases does not apply to the supply of goods that are liable to deteriorate or expire rapidly.
It is therefore not possible to return products or obtain a refund solely due to withdrawal, a change of mind, an error in the order attributable to the customer, merely subjective dissatisfaction or the customer's inability to consume the product within the time reasonably required by its nature.
This exclusion concerns only the right of withdrawal and does not limit the consumer's rights in the event that a product is damaged, missing, different from the one ordered or non-conforming to the contract.
3. DAMAGED, MISSING OR NON-CONFORMING PRODUCTS
The customer is entitled to receive products that conform to the order, the description published on the website and the characteristics reasonably expected for goods of the same nature, also taking into account their perishability.
A product may be considered non-conforming, by way of example, when, upon delivery, it is abnormally deteriorated or unfit for consumption, has significant damage, differs from the one ordered, or the quantity delivered is less than the quantity due, beyond any tolerances permitted by applicable law.
In assessing conformity, the nature of the product, the characteristics indicated in the sales information, the normal ripening process and any storage instructions provided are taken into account.
4. HOW TO SUBMIT A REPORT
To enable a prompt and reliable assessment, the customer is invited to report the problem promptly and, preferably, within 24/48 hours of delivery, by writing to info@avocadodelvulcano.it.
The 24/48-hour period is indicative and does not constitute a time limit for forfeiture of the rights granted by law. However, due to the rapidly perishable nature of the products, prompt reporting may be necessary to establish the conditions existing at the time of delivery and the cause of the deterioration.
Where possible, the report should contain:
- order number;
- detailed description of the problem and the date on which it was identified;
- clear photographs of the products concerned and the defect identified;
- photographs of the outer and inner packaging, where relevant;
- photograph of the shipping label affixed to the package.
Photographs and other information are requested to facilitate the assessment of the complaint; their absence does not automatically result in rejection of the request. The customer is invited, where reasonably possible and without health or hygiene risks, to retain the product and packaging until the assessment is completed or until otherwise instructed by Avocadodelvulcano.
5. CHECKING THE PACKAGE UPON DELIVERY
Upon delivery, the customer is invited to check that the package is intact, unopened, not wet and not visibly damaged.
If the packaging is damaged or compromised, it is advisable to accept the package subject to a specific reservation, indicating the reason on the carrier's document (for example: "crushed package" or "wet packaging"), or to refuse delivery and promptly inform Avocadodelvulcano.
Failure to make a reservation does not automatically result in the loss of the rights granted to the consumer under applicable legislation.
6. COMPLAINT HANDLING AND REMEDIES
Upon receipt of the report, Avocadodelvulcano will examine the available information and communicate the outcome of the assessment to the customer without undue delay.
Where a lack of conformity is established, the remedies provided for by the Consumer Code shall apply, taking into account the nature of the product and the circumstances of the case. In particular, the following may be proposed:
- free replacement of the product concerned, where available and practicable;
- a proportionate reduction in the price;
- in the cases provided for by law, termination of the contract with regard to the products concerned and the resulting refund.
A purchase voucher or credit for future orders may be issued only with the customer's express consent and does not unilaterally replace the other remedies available by law.
For health and hygiene reasons and in view of the perishable nature of the products, the physical return of deteriorated goods is generally not required. If Avocadodelvulcano requests their return, it will provide specific instructions and bear the applicable costs in the cases provided for by law. The customer must not independently ship perishable products without prior written authorization.
7. NATURAL CHARACTERISTICS THAT DO NOT IN THEMSELVES CONSTITUTE LACK OF CONFORMITY
Unless they are incompatible with the product description, the qualities promised, or its suitability for consumption, the following do not in themselves constitute lack of conformity:
- natural differences in the shape, size, or color of the fruit;
- slight aesthetic imperfections or superficial blemishes on the skin that do not affect the flesh, safety, or suitability for consumption;
- natural differences in the degree of ripeness compatible with the characteristics indicated at the time of purchase;
- the normal development and ripening of the product after delivery;
- slight variations in weight due to natural moisture loss, provided that the declared quantity and any tolerances prescribed by applicable law are respected.
Avocados are natural agricultural products: variations compatible with their nature do not necessarily compromise their quality, safety, or suitability for consumption.
8. DETERIORATION ATTRIBUTABLE TO THE CUSTOMER
Deterioration directly caused by conduct attributable to the customer does not entitle the customer to a refund, including, by way of example:
- provision of an incorrect or incomplete delivery address;
- failure to collect the shipment or repeated absence of the recipient despite regular delivery attempts;
- clearly inadequate storage after delivery;
- non-compliance with the storage or consumption instructions communicated to the customer.
The exclusion applies only where such circumstances have actually caused or aggravated the deterioration. Delivery or transport problems not attributable to the customer remain the seller's responsibility, in accordance with the applicable legislation.
9. REFUND METHODS AND TIMING
Where due, the refund shall be issued without undue delay after the complaint has been accepted, using the same payment method used for the purchase, unless otherwise expressly agreed with the customer.
Once the refund has been arranged, the time required for the amount to become available may vary depending on the payment method, the payment service provider, and the customer's bank.
10. LEGAL GUARANTEE AND HARMONISED NOTICE
The mandatory rights granted to consumers under the legal guarantee of conformity provided for in Articles 128 et seq. of the Consumer Code remain unaffected. For fresh food products, the assessment of conformity and the actual application of remedies necessarily take into account the perishable nature of the goods, their reasonably expected shelf life, the information provided at the time of sale, and the correct storage conditions.
From 27 September 2026, Avocadodelvulcano will display on its website, visibly and in colour, the harmonised notice on the legal guarantee in the official model provided for in Annex II-octies, Part 1, of the Consumer Code.
The harmonised notice provides general information on the rights arising from the legal guarantee. It does not introduce a right of withdrawal for perishable goods and does not modify the specific rules applicable to assessing the conformity of fresh food products.
Consult the harmonised notice: Legal Guarantee
11. CONTACTS
For complaints, requests for assistance, or information about this policy:
E-mail: info@avocadodelvulcano.it
ESSENTIAL LEGISLATIVE REFERENCES
Legislative Decree No. 206 of 6 September 2005 (Consumer Code), in particular Articles 59 and 128 et seq.; Legislative Decree No. 30 of 20 February 2026; Annex II-octies to the Consumer Code. Text prepared for informational purposes and to be coordinated with the company information, the general terms and conditions of sale, and the characteristics actually stated in the product sheets.
