Returns and withdrawal

How long you have

Fourteen days from delivery. If an order arrived in several parcels, the fourteen days are counted from the day you receive the last of the goods you want to return. You do not have to give a reason.

How to do it

On your order page, next to each parcel, you will find Withdraw from the contract here: pick what you want to return, confirm, and you receive a receipt by email with the date and time. No registered letter is needed and no permission is needed: the right of withdrawal is yours, and the button records it.

If you would rather write, that works just as well: an email to info@orterra.it in which you clearly state that you are withdrawing from that order counts exactly like the button. The button is simply more convenient, because it puts proof in your hands straight away.

How you send the goods back

You have fourteen days from the withdrawal to ship the goods back. From your order page you can generate the return label for the right address — which is that of the producer who shipped to you, not a single warehouse: on Orterra the seller is the producer. If you use our label, the cost of the return is deducted from your refund; if you prefer to ship on your own, you pay the carrier yourself.

The goods must be sent back as you received them, in their packaging. You may have opened them to look at them — that is your right: you may handle the goods as you would in a shop — but for anything beyond that, if it diminishes their value, you are liable.

The refund

We refund the price of the goods and the standard shipping you had paid. If at the time of purchase you had chosen a delivery faster than the standard one, the difference stays with you. The cost of the return also stays with you, as above.

The refund starts on its own when tracking shows the parcel back with the producer. If you shipped on your own, upload the proof of shipment on your order page: the refund starts in any case within fourteen days of the withdrawal. It goes back to the same means of payment you used, at no cost to you.

When the right of withdrawal does not apply

Every product says, before you buy, whether the right of withdrawal applies or not, and why. The cases provided for by law (art. 59) that come up most often here are:

• sealed food that you have opened, where the packaging is there to protect it for reasons of hygiene — an opened bottle of oil cannot be returned;
• goods that spoil quickly or that have a short shelf life;
• goods made specially for you, at your request.

On your order page, the lines with no right of withdrawal cannot be selected: it tells you there, not afterwards.

If it arrived broken or is not what you ordered

Then we are not talking about withdrawal but about the legal guarantee of conformity, and there are no fourteen days. For food, the guarantee runs until the best-before date or the use-by date printed on the packaging: that is the deadline, not the two years you hear about for other goods.

Write to us at info@orterra.it with a photo: the seller responsible is the producer named in your order, and we pass your claim on to them, follow the case, and, where needed, arrange the refund on their behalf. You are entitled to replacement or, where that is not possible, to a price reduction or to ending the contract with a refund.

If the parcel arrived visibly damaged, the most useful thing you can do is at the moment of delivery: accept it with a written reservation on the carrier note. How to do that is explained on the Shipping page.