REFUND & RETURNS POLICY

ASSETATI WINES
Operated by THE GRAPE SCREAM DI DOMANDA LIUBA E PISTAMIGLIO OMAR SNC
Via Cavour 83/A, 14100 Asti (AT), Italy
VAT / Tax ID: 01680100052
Email: info@assetatiwines.com
Phone / WhatsApp: +39 335 602 9467

Last updated: October 8, 2026

1. Scope

This Refund & Returns Policy applies, where relevant, to products and services sold through Assetati Wines, including:

• wine and beverages;
• WineHoliday local delivery orders;
• food and fresh products;
• BBQ Boxes and other made-to-order products;
• WineHoliday Boxes;
• online purchases of physical products;
• wine tastings and other experiences where a refund becomes due.

Cancellation and rescheduling rules for wine tastings, private tastings and other date-specific experiences are governed separately by our Cancellation Policy and by any conditions displayed during the booking process.

Nothing in this Policy limits mandatory consumer rights under applicable law.

2. Order and booking confirmation

An order or booking is considered confirmed only when the required payment has been successfully completed, unless different conditions are expressly shown for the specific service.

Unpaid, failed, pending or abandoned transactions do not reserve products, delivery capacity or tasting availability.

3. Damaged, missing, incorrect or defective products

If a product is damaged, missing, incorrect or appears defective, please contact us as soon as reasonably possible.

For fresh, damaged or incorrect products, we recommend contacting us within 24 hours where reasonably possible, as this helps us investigate the issue promptly.

This recommendation does not limit any mandatory rights that may apply.

Please provide, where possible:

• the order number;
• photographs of the affected product;
• photographs of the packaging;
• a short description of the problem.

Depending on the circumstances and applicable rights, the appropriate solution may include:

• replacement;
• refund;
• partial refund;
• another appropriate remedy.

Please do not dispose of a damaged or incorrect product before contacting us unless disposal is necessary for health, hygiene or safety reasons.

4. Statutory right of withdrawal

For eligible products purchased online, consumers may have a statutory right to withdraw from the contract within the period provided by applicable law.

For goods, that period generally begins when the consumer, or another person designated by the consumer, receives the goods.

The right of withdrawal is subject to legal exceptions.

These exceptions may include, depending on the circumstances:

• goods liable to deteriorate or expire rapidly;
• sealed goods which are not suitable for return for health or hygiene reasons once unsealed;
• goods made to the consumer's specifications or clearly personalised;
• services that have already been fully performed where the applicable legal requirements are satisfied;
• certain leisure services or experiences booked for a specific date or period.

Where a statutory withdrawal right applies, please contact us before returning any product:

info@assetatiwines.com

Any return conditions and costs applicable under law will be communicated accordingly.

5. Fresh, chilled, perishable and made-to-order products

Some products sold by Assetati Wines and WineHoliday are fresh, chilled, perishable or prepared specifically for a confirmed order.

These may include:

• BBQ meat products;
• fresh pasta;
• sauces;
• cheeses;
• other fresh local food;
• supplier-prepared or made-to-order products.

Where applicable law provides an exception for products liable to deteriorate or expire rapidly, the ordinary withdrawal right may not apply.

Fresh or perishable products generally cannot be returned simply because the customer has changed their mind after delivery.

This does not affect rights relating to products that are damaged, defective, incorrect or otherwise non-conforming.

Customers are responsible for following refrigeration and storage instructions after delivery.

Assetati Wines is not responsible for deterioration caused solely by improper storage after delivery.

6. Wine and other non-perishable products

For eligible sealed, intact and resellable non-perishable products, including wine and beverages, a statutory withdrawal right may apply where the required legal conditions are met.

Opened, consumed or partially consumed beverages cannot normally be returned simply because the customer has changed their mind.

Products should not be handled beyond what is reasonably necessary to inspect them if the customer intends to exercise a withdrawal right.

Nothing in this section affects rights relating to damaged, defective, incorrect or non-conforming goods.

7. Wine tastings and other date-specific experiences

Wine tastings at Assetati, private tastings at villas or holiday homes and bespoke wine events are normally booked for a specific date and time.

Cancellation, rescheduling, no-show and refund conditions for these experiences are governed by:

• the Cancellation Policy;
• the conditions displayed on the relevant experience page;
• the conditions shown during the booking process;
• any specific written conditions agreed for a bespoke event.

Where a refund becomes due under those conditions or applicable law, it will be processed in accordance with Section 12 of this Policy.

8. WineHoliday local delivery

Delivery conditions, including customer availability, delivery windows, unsuccessful delivery, redelivery and collection, are governed by the Shipping & Local Delivery Policy.

Where a WineHoliday delivery cannot be completed for reasons attributable to the customer, this does not automatically create a right to a refund.

Where products remain intact, sealed and resellable, Assetati Wines may, where appropriate, offer collection, redelivery or a discretionary credit.

Fresh, chilled, perishable or made-to-order products may not remain suitable for collection, redelivery or credit.

Mandatory consumer rights remain unaffected.

9. Unsuccessful delivery

A delivery may be unsuccessful where, for example:

• nobody is available at the delivery address;
• no adult aged 18 or over is available to receive alcoholic products;
• the customer cannot be contacted;
• access to the property is not possible;
• the address supplied is incorrect or incomplete;
• required access information has not been provided;
• the actual delivery location differs from the confirmed location.

Where delivery fails for reasons attributable to the customer:

• a second delivery attempt is not guaranteed;
• redelivery may be offered where operationally possible;
• an additional reasonable delivery charge may apply where agreed;
• suitable products may be returned to Assetati in Asti for collection;
• fresh or perishable products may no longer be suitable for redelivery or collection.

10. Collection after an unsuccessful delivery

Where appropriate, intact and suitable products may be made available for collection from:

Assetati – Enoteca & Wine Bar
Via Cavour 83/A
14100 Asti (AT), Italy

Collection must be agreed in advance and remains subject to opening hours and product suitability.

Fresh, chilled or rapidly perishable products cannot be guaranteed to remain suitable for later collection.

11. Discretionary credit

Where no statutory refund is due, Assetati Wines may, at its discretion, offer a goodwill credit for certain intact, sealed and resellable non-perishable products.

Any discretionary credit:

• does not replace or restrict mandatory consumer rights;
• may take into account reasonable preparation, handling, return or failed-delivery costs where permitted;
• does not normally apply to fresh, perishable, chilled, made-to-order, opened, damaged or non-resellable products;
• is not automatically convertible into cash unless required by law.

Each case will be assessed individually.

12. Refund processing

Where a refund is due, it will normally be issued using the original payment method.

Where a customer validly exercises a statutory withdrawal right, reimbursement will be made within the period required by applicable law, subject to any lawful conditions relating to returned goods or evidence of return.

Where required by law, the refund may include the original standard delivery charge.

Additional costs resulting from a more expensive delivery option chosen by the customer may not be refundable where applicable law permits this.

After Assetati Wines issues a refund, banks or payment providers may require additional time before the amount appears in the customer's account.

13. Orders or services cancelled by Assetati Wines

If Assetati Wines is unable to provide a confirmed and paid product or service for reasons not attributable to the customer, we will contact the customer.

Depending on the circumstances, the appropriate solution may include:

• replacement;
• alternative product or service;
• rescheduling;
• partial refund;
• full refund;
• another solution agreed with the customer.

Mandatory rights remain unaffected.

14. Alcoholic products and age requirements

Assetati Wines sells alcoholic beverages.

For sales and services in Italy, alcoholic beverages may not be sold or supplied to persons under 18 years of age.

An adult must be available to receive alcoholic beverages where delivery is involved.

We may request proof of age where appropriate.

Refusal of delivery because legal age requirements are not satisfied will be handled in accordance with the Shipping & Local Delivery Policy, these refund conditions and applicable law.

15. Mandatory consumer rights

Nothing in this Policy excludes or restricts rights that cannot legally be excluded or restricted.

Where any part of this Policy conflicts with a mandatory legal right, the mandatory provision prevails.

16. Contact

For returns, damaged products, refunds or questions relating to this Policy:

Assetati Wines
THE GRAPE SCREAM DI DOMANDA LIUBA E PISTAMIGLIO OMAR SNC
Via Cavour 83/A
14100 Asti (AT), Italy

Email: info@assetatiwines.com
Phone / WhatsApp: +39 335 602 9467

For cancellations or changes to a tasting or other date-specific experience, please also refer to our Cancellation Policy.