Returns Policy
COMPLAINTS AND REFUNDS MANAGEMENT SERVICES
If the delivered products present defects or are different from those covered by the purchase order, within 8 (eight) days from the date of receipt of the products, the B2C Buyer will have the right to file a complaint and request a refund, according to the methods expressed in the "Support" section of the B2C Platform, for the amount paid to the Seller. It should be noted that, for the purposes of correct management, refund requests must be formalized by following the official procedure accessible from the "Desktop" section of your Account, it being understood that otherwise the Company will not be able to offer the complaint and refund management service .
Upon receipt of the complaint, the Company will assess its validity.
To this end, a complaint will be considered founded only if the following conditions are verified:
1) Clear and objective discrepancies between the goods advertised by the Seller on the B2C Platform and the products received by the B2C Buyer (for example, by way of example and not limited to, errors in the type of product shipped following an order, errors in information on the quantity );
2) Goods damaged in transit due to packaging that does not comply with the Packaging Standards.
If the complaint is founded, the B2C Buyer must promptly return the disputed products to the Seller, with costs to be borne by the Seller by means of his own courier or, where agreed with the Company, one of the Shipping Partners.
In such event, the Company shall: !
- promptly inform the Seller;
- totally or partially reimburse the B2C Buyer by re-crediting the sums
paid by the B2C Buyer (including any expenses incurred for returning the products), using the same payment method used by the latter for the purchase of the products;
- upon completion of the complaint procedure, update the Balance available on the Seller's Foodscovery Account by indicating the amounts accrued net of the reimbursement due to the B2C Buyer, of the Management Fee including any transport costs due for returning the disputed products , as well as the costs of managing the complaint incurred by the Company. !
The Company will have the right to suspend payment of the refund until the Seller has actually received the products.
For other types of complaint (for example in the event of disputes regarding transactions made by credit card - or any complaints of "cloning" of the same or in the event of disputes regarding the shipping service), the Company will limit itself to forwarding it to the Seller and/or the credit card issuer and/or the Shipping Partner and/or the competent third party the dispute sent by the B2C Buyer and the dispute will be managed directly between the contracting parties according to the provisions of the applicable law.
In no event can the Company be held responsible for the execution of the reimbursement of the amounts due to the B2C Buyer by the Seller in the event that the claim has been accepted, since the same is carried out through the Company on the basis of available liquidity of the Seller on the B2C Platform.
