Returns & Refunds
Last updated: February 2026
Summary: You have a 14‑day right of withdrawal from delivery date (EU rules), with exclusions for opened or perishable food and personalized items. Standard return shipping is paid by the customer, refunds are processed within 14 days after receiving and checking the goods, and include the product price (and initial shipping if the whole order is returned). For damaged, defective, or wrong items, we replace or refund and cover return costs. All products are covered by a 2‑year EU legal guarantee of conformity.
Right of Withdrawal
In accordance with EU Consumer Rights Directive, you have the right to withdraw from the contract within 14 days of receiving the products, without providing any reason.
The period starts from the day on which you or a third party designated by you acquires physical possession of the goods.
Exclusions from Right of Withdrawal
The right of withdrawal does not apply to the following products:
- Sealed food products that have been opened after delivery
- Products that risk deteriorating or expiring rapidly
- Custom-made or personalized products
- Products that, by their nature, cannot be returned for hygienic or health protection reasons
How to Exercise Withdrawal
To exercise the right of withdrawal:
- Send a written communication to info@custodedelgusto.com indicating:
- Order number
- Order date and date of receipt
- Products to be returned
- Reason for return (optional)
- Wait for our confirmation with shipping instructions
- Return the products within 14 days of the withdrawal communication
Condition of Returned Products
Products must be returned:
- Intact and unused
- In original, undamaged packaging
- With all accessories, labels, and documentation
- Properly packaged for transport
You are responsible for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the products.
Return Shipping Costs
The direct costs of returning the goods are borne by the customer, unless otherwise agreed.
We recommend using a trackable shipping service and keeping the receipt.
Refund
Once the returned products are received and verified, we will process the refund within 14 days.
The refund includes:
- The price of the returned products
- Initial shipping costs (only if you return the entire order)
The refund will be made using the same payment method used for the purchase.
Damaged or Defective Products
If you receive a damaged or defective product:
- Contact us within 48 hours of receipt
- Send photos of the product and packaging
- Keep the product and original packaging
In case of confirmed defect, we will:
- Replace the product at no additional cost, or
- Fully refund the amount paid
Important: Return shipping costs for defective products are covered by us.
Order Errors
If you received a product different from what you ordered, contact us immediately. We will arrange for replacement at no additional cost.
Legal Guarantee
In addition to the right of withdrawal, all products are covered by the Legal Guarantee of Conformity for 2 years (EU Consumer Rights).
If a product has a conformity defect, you are entitled to:
- Repair or replacement of the product
- Price reduction or contract termination (if repair/replacement is not possible)
Need Help with a Return?
For any questions about returns and refunds:
We will respond within 24-48 business hours.