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Refund policy


RETURN PERIOD

Our 14-day returns policy means that, after receiving an item, you have 14 days in which to request a return.

RETURN CONDITIONS

To be eligible for a return, the item must be in the same condition in which you received it, must not have been used, must include all original components, documents and seals, and must be returned in its original packaging.

You will also need to provide the receipt or other proof of purchase.

Returns that do not meet these conditions will not be accepted and will not be eligible for a refund.

RETURN PROCEDURE

To initiate a return, please contact us at info@bottegaruta.com.

If your return is accepted, we will provide you with full instructions on how and where to send your parcel.

Returns must be sent to the following address:

RUTA S.N.C. DI RUTA ROSARIO E FRANCESCO
C.le Crocevie Cava Ispica Vanella 25 s.n.
97015 – Modica (RG)
Italy

Items sent to us without a prior return request will not be accepted.

Return shipping costs and any additional charges shall be borne by the purchaser. Original shipping charges are non-refundable.

For returns originating from countries outside the European Union, including the United Kingdom, Switzerland, Norway and the Rest of the World, any customs duties, clearance charges or other costs associated with returning the goods shall be borne by the purchaser and are non-refundable.

For any questions regarding returns, you may contact us at any time at info@bottegaruta.com.

DAMAGE AND ISSUES

Please inspect your order upon receipt and contact us immediately if the item is defective or damaged, or if you have received the wrong item.

Please:

  • take photographs of the defective or incorrect product, showing the issue as clearly and accurately as possible;

  • locate your order number, which can be found in the confirmation email received when the order was placed;

  • send the photographs and your order number to info@bottegaruta.com.

We will review your request and take the necessary steps to resolve the issue as quickly as possible.

Please note that our products are handcrafted and that a substantial part of the production process is carried out by hand. The raw material used, namely natural wood, does not by its nature allow for a manufacturing process that is entirely free from minor imperfections or tolerances.

Accordingly, slight dimensional variations or minor irregularities arising from the natural characteristics of the wood shall not be regarded as manufacturing defects.

COMMERCIAL GUARANTEE

Bottega Ruta provides a voluntary 10-year commercial guarantee against manufacturing defects on all of its handcrafted products.

To make a claim under the guarantee, please contact us at info@bottegaruta.com, describing the issue and attaching photographs of the defect together with your order number.

We will assess each claim individually and, at our discretion, will repair or replace the product.

Please note that slight dimensional variations or minor irregularities arising from the natural characteristics of the wood are not covered by this guarantee, as they do not constitute manufacturing defects, as already stated in the “Damage and Issues” section above.

This commercial guarantee is in addition to, and does not replace, the two-year statutory guarantee of conformity provided for under the Italian Consumer Code.

EXCEPTIONS / NON-RETURNABLE ITEMS

Certain types of items cannot be returned, including made-to-measure or customised products, such as special orders or personalised items.

If you have any questions or concerns regarding a specific item, please do not hesitate to contact us.

Unfortunately, we are unable to accept returns of promotional items or gift cards.

We also do not accept returns relating to orders shipped to countries outside the European Union where the recipient failed to pay the applicable import customs duties at the time of delivery.

EXCHANGES

The quickest way to ensure that you receive the item you want is to return the item you have received, provided that it meets the return eligibility requirements set out in the “Return Conditions” section above.

REFUNDS

Once we have received and inspected your return, we will notify you and confirm whether your refund has been approved.

If approved, your refund will be issued automatically within 14 days using your original payment method.

Please note that your bank or credit card provider may require additional time to process and display the refund.

If more than 14 days have passed since your return was approved and you have not received your refund, please contact us at info@bottegaruta.com.

EXERCISE OF THE RIGHT OF WITHDRAWAL AND PREVENTION OF ABUSIVE CONDUCT

Consumers have the right to withdraw from the contract pursuant to Articles 52 et seq. of Italian Legislative Decree No. 206/2005 (the “Italian Consumer Code”) within 14 days from delivery of the goods, subject to the exclusions provided by applicable law.

The right of withdrawal must be exercised in accordance with the procedures set out in these Terms.

It is understood that the right of withdrawal must be exercised in accordance with the principles of good faith and fair dealing pursuant to Articles 1175 and 1375 of the Italian Civil Code.

Where repeated orders are systematically followed by the exercise of the right of withdrawal in circumstances amounting to an abnormal or instrumental use of that right, the Seller reserves the right to:

  • refuse to enter into further contracts with the same Customer;

  • suspend or close the Customer’s user account; and

  • seek compensation for any loss or damage suffered pursuant to Article 2043 of the Italian Civil Code.

PERSONALISED PRODUCTS AND RESTRICTIONS ON THE RIGHT OF WITHDRAWAL

Pursuant to Article 59(1)(c) of Italian Legislative Decree No. 206/2005, the right of withdrawal does not apply to goods made to the consumer’s specifications or which are clearly personalised.

By way of example, personalised products include:

  • items bearing initials, names or phrases requested by the Customer;

  • products modified according to specific instructions provided by the Customer;

  • workmanship or customisations carried out at the individual request of the Customer.

Accordingly, no right of withdrawal applies to such products, and no refund or replacement shall be provided where an error results from incorrect initials, wording or other information supplied by the Customer.

This does not affect the Customer’s rights in respect of any lack of conformity attributable to the Seller.

The Customer is responsible for carefully checking all information entered at the time of placing the order.

Submission of the order constitutes final confirmation that the information and instructions provided by the Customer are correct.

CONDITIONS OF RETURN

Where the right of withdrawal is exercised, the Customer shall be responsible for any reduction in the value of the goods resulting from handling other than that necessary to establish the nature, characteristics and functioning of the goods, pursuant to Article 57 of the Italian Consumer Code.

The Seller reserves the right to deduct from the amount to be refunded a sum proportionate to any reduction in value identified following inspection of the returned goods.