Refund Policy

 

At Sanpellegrino Mall, we are committed to ensuring your complete satisfaction with every purchase of our authentic Italian Sparkling Water & Beverages. We understand that sometimes a refund may be necessary, and we strive to make the refund process simple, transparent, and fair for all our customers. This Refund Policy outlines the terms and conditions for requesting a refund, eligibility criteria, processing timelines, and other important details to help you understand your options when seeking a refund from our website (sanpellegrinomall.com).
By placing an order with Sanpellegrino Mall, you acknowledge that you have read, understood, and agree to the terms of this Refund Policy. This policy applies to all purchases made through our website and complements our Customer Service Policy and Privacy Policy.

1. Eligibility for Refunds

Refunds are available for eligible orders that meet the following criteria, in line with industry best practices and consumer protection standards. We reserve the right to deny refund requests that do not meet these criteria or that we determine to be fraudulent or abusive.

1.1 Eligible Refund Scenarios

  • Damaged, Leaking, or Defective Products: If your order arrives damaged, leaking, or defective (e.g., broken glass bottles, expired products, or products that do not match the description on our website), you are eligible for a full refund, replacement, or exchange at no additional cost. This includes damage caused during transit, even if we take extra care in packaging to prevent such issues.
  • Wrong or Missing Items: If you receive the wrong product (e.g., incorrect flavor, size, or brand) or if items are missing from your order, we will issue a full refund for the incorrect/missing items or arrange for the correct items to be shipped to you at no cost. We may request photos or other proof to verify the issue.
  • Order Cancellations: You may request a full refund for an order if you cancel it before it has been shipped. Once an order has been processed and shipped, cancellation is no longer possible, and you will need to follow our return and refund process for received items.
  • Unsatisfactory Products (Unopened): If you are unsatisfied with your purchase for any reason other than damage, defect, or incorrect items, you may request a refund within 14 days of delivery, provided the products are unopened, in their original packaging, and in resalable condition. Please note that we do not offer refunds for opened products or products returned due to personal taste preferences alone.

1.2 Non-Eligible Refund Scenarios

  • Products that have been opened, used, or tampered with (except in cases of defect or damage).
  • Products returned after the 14-day refund window (from the date of delivery) for change-of-mind requests.
  • Products damaged due to improper handling, storage, or use after delivery.
  • Custom or personalized orders (if applicable, as we do not currently offer custom products).
  • Shipping costs, unless the refund is due to our error (e.g., wrong item, damaged product, or delayed delivery caused by our team).

2. How to Request a Refund

To initiate a refund, please follow these simple steps to ensure a smooth and efficient process:
  1. Contact Our Customer Service Team: Send an email to [email protected] with the subject line "Refund Request - [Your Order Number]". Include your full name, order number, contact information, and a detailed description of the reason for your refund request (e.g., damaged product, wrong item, change of mind).
  2. Provide Supporting Documentation: For damaged, defective, or wrong items, please include clear photos or videos of the issue (e.g., broken bottles, leaking packaging, incorrect product) and your order packaging. This helps us verify your claim quickly and process your refund faster. For cancellation requests, simply provide your order number and confirmation that you wish to cancel before shipping.
  3. Wait for Confirmation: Our customer service team will review your request within 24-48 business hours (excluding weekends and Italian public holidays) and send you a confirmation email. We will either approve your refund, request additional information, or explain why your request is not eligible.
  4. Return the Product (If Required): If your refund request is approved and requires returning the product (e.g., unopened items for change of mind), we will provide you with a return authorization (RA) number and detailed instructions for returning the product. Please include the RA number on the return package to ensure we can track and process it promptly. You are responsible for return shipping costs unless the refund is due to our error (e.g., damaged or wrong item), in which case we will provide a prepaid return label.

3. Refund Processing & Timelines

We aim to process all eligible refunds as quickly as possible, with timelines varying based on the type of refund and your payment method:
  • Cancellation Refunds (Before Shipping): If you cancel your order before it is shipped, we will process your full refund within 3-5 business days of receiving your cancellation request. The refund will be issued to your original payment method.
  • Refunds for Damaged/Wrong/Missing Items: Once we verify your claim (and receive any required photos or documentation), we will process your full refund within 5-7 business days. You do not need to return damaged or wrong items unless we specifically request it.
  • Refunds for Returned Unopened Items: Once we receive and inspect the returned items (to confirm they are unopened and in resalable condition), we will process your refund within 5-7 business days. The refund will be issued to your original payment method, minus any return shipping costs (unless the return is due to our error).
  • Refund Posting Time: Please note that while we process refunds promptly, it may take an additional 3-5 business days for the refund to reflect in your account, depending on your bank or credit card issuer. This is a standard processing time for financial institutions and is outside of our control.

4. Refund Methods

All refunds will be issued to the original payment method used for the order (e.g., credit card, debit card, PayPal). We do not offer refunds via cash, check, or store credit unless specifically agreed upon with our customer service team. If you paid with a gift card, the refund will be credited back to the same gift card.

5. Exchanges vs. Refunds

In some cases, you may prefer an exchange instead of a refund (e.g., receiving a replacement for a damaged item or a different flavor for a wrong item). If you wish to exchange an eligible product, please indicate this in your refund request email. We will arrange for the exchange at no additional cost (including shipping) if the exchange is due to our error. For change-of-mind returns, exchanges are available for unopened items, and you will be responsible for any difference in product price and return shipping costs.

6. Late or Missing Refunds

If you have not received your refund within the expected timeline, please follow these steps:
  1. Check your bank or credit card statement to confirm the refund has not been posted (sometimes financial institutions have delays in processing).
  2. Verify the refund approval email from our customer service team to ensure the refund was processed.
  3. Contact our customer service team at [email protected] with your order number and refund confirmation details, and we will investigate the issue promptly.

7. Fraudulent Refund Requests

Sanpellegrino Mall takes fraudulent refund requests seriously. We reserve the right to deny refunds, suspend or terminate customer accounts, and take legal action if we suspect fraudulent activity (e.g., falsely claiming damaged items, returning items that were not purchased from our website, or abusing the refund policy). We may also require additional verification for suspicious refund requests.

8. Changes to This Refund Policy

We may update or modify this Refund Policy from time to time to reflect changes in our business practices, customer feedback, or applicable laws. Any changes will be posted on our website with an updated "Last Updated" date. Your continued use of our website and services after the changes are posted constitutes your acceptance of the updated policy.

9. Contact Us

If you have any questions, concerns, or need assistance with a refund request, please contact our customer service team at:
Email: [email protected]
We are here to help and will work to resolve your refund request as quickly and fairly as possible. Thank you for choosing Sanpellegrino Mall for your Italian sparkling water and beverage needs.