Return & Refund Policy

1. Summary

Fratelli del Vino sells consumable food products — olive oils, vinegars, glazes, and mixers. For food safety reasons we cannot resell any item once it has left our control, so our policy is built around refunds and replacements rather than physical returns.

• If your order arrives damaged, leaking, incorrect, or defective, we will replace it or refund it in full.

• If your order never arrives, we will replace it or refund it in full.

• Unopened products may be returned within 30 days of delivery for a refund of the product price.

• Opened or partially used products are not eligible for return or refund, except in the case of a product defect as described in Section 5.

• Report shipping damage, shortages, or incorrect items within 7 days of delivery, with photos.

2. Return Window

Customers may request a return or refund within 30 days of the confirmed delivery date shown by the carrier's tracking record.

Requests received after 30 days from delivery cannot be accepted, except where a defect could not reasonably have been discovered within that window (see Section 5).

Shipping damage, shortages, and incorrect items must be reported within 7 days of the confirmed delivery date so that we can file a timely claim with the carrier. Carriers impose their own deadlines on damage claims, and reports made after 7 days may limit the remedies available.

3. What Is Eligible for Return

The following are eligible for a full refund of the product price, at our option by refund or replacement shipment:

• Bottles that arrive broken, cracked, leaking, or with a compromised seal or cap

• Products that arrive with a "best by" or expiration date that has already passed, or that falls within 90 days of delivery unless that shorter shelf life was disclosed on the product page

• Incorrect items, incorrect sizes, or missing items from your order

• Products with a verified manufacturing or packaging defect (see Section 5)

• Orders confirmed by the carrier as lost, undeliverable through no fault of the customer, or not delivered within 30 days of shipment

The following are eligible for a refund of the product price only (original and return shipping are not refunded):

• Unopened, unused products in original packaging, returned within 30 days of delivery, with an approved Return Authorization. Seals, labels, tamper bands, and shrink wrap must be fully intact.

4. What Is Not Eligible for Return

The following are final sale and cannot be returned or refunded:

1. Opened, used, tasted, decanted, or partially consumed products. Once a bottle is opened, we cannot verify its handling, storage, or contents, and we cannot lawfully resell it. Preference of taste, aroma, color, viscosity, or intensity is not a defect. Olive oil and aged vinegar vary naturally by harvest, batch, and barrel.

2. Products whose seal, tamper band, or shrink wrap has been broken, except where the seal arrived broken and this was reported within 7 days of delivery.

3. Requests submitted more than 30 days after the confirmed delivery date, subject to Section 5.

4. Products damaged after delivery by dropping, freezing, exposure to heat or direct sunlight, improper storage, or use inconsistent with the label instructions.

5. Products past their "best by" date at the time of the request, where that date was later than 90 days from delivery at the time the order was received.

6. Items explicitly marked "Final Sale" or "Clearance" on the product page at the time of purchase.

7. Gift cards, digital items, and shipping charges, except as stated in Section 8.

8. Products purchased from a retailer, restaurant, distributor, or any seller other than fratellidelvino.com. Those purchases are governed by that seller's policy.

9. Wholesale, distributor, and trade orders, which are governed by the separate written agreement between Fratelli del Vino and that buyer, not by this policy.

Natural sediment, cloudiness, crystallization, solidification in cold temperatures, and separation are normal characteristics of unfiltered olive oil and aged vinegar and are not defects. Olive oil may solidify or become cloudy below approximately 50°F and will return to normal at room temperature.

5. Product Defects

A product defect means a fault originating with the manufacturer or in packaging — for example a failed seal, an under-filled bottle, foreign matter, off-condition contents, or a label misidentifying the product.

To request a defect refund:

1. Stop using the product immediately. Do not consume it.

2. Contact us within 30 days of delivery, or promptly upon discovery if the defect could not reasonably have been found earlier and the product remains within its "best by" date.

3. Provide clear photographs of the product, the seal or cap, the label, and the lot or batch code printed on the bottle.

4. Retain the product and its packaging until your claim is resolved. We may ask you to return it at our expense for inspection by us or by the producer.

Approved defect claims are refunded in full, including original shipping, or replaced at no charge, at your choice.

6. Shipping Damage, Shortages, and Lost Shipments

We pack every order for transit, and we take responsibility for getting your order to you intact. You do not need to contact the carrier. We file all carrier claims ourselves.

If your order arrives damaged, short, or incorrect:

1. Photograph the outer shipping box, all packing material, the shipping label, and the damaged product before discarding anything.

2. Submit a request through our contact form within 7 days of delivery.

3. Retain the box and all packing material for 14 days after reporting, in case the carrier requires inspection.

We will replace the damaged items or issue a full refund including shipping, at your choice. Damaged food products should not be returned to us and should be disposed of safely unless we specifically request otherwise.

If tracking shows an order as delivered but you did not receive it, contact us within 7 days of the delivery scan. We will open a carrier trace. Where an order is confirmed lost or the trace is not resolved within 10 business days, we will replace or refund it.

7. Address Errors, Refused, and Undeliverable Packages

You are responsible for providing a complete and accurate shipping address at checkout.

• Packages returned to us as undeliverable due to an incorrect or incomplete address will be refunded for the product price only. Original and return shipping are not refunded. If you would like the order reshipped, new shipping charges apply.

• Packages refused at delivery will be refunded for the product price only, less original and return shipping.

• We are not responsible for packages stolen after a confirmed delivery scan at the address you provided, though we will assist with a carrier trace and a police report where one is needed.

• We are not responsible for product quality issues caused by a package sitting undelivered or unclaimed at a carrier facility, or left outdoors in extreme heat or cold, where the delay resulted from an address error, a refusal, or a delivery instruction given by you to the carrier.

8. How to Request a Return or Refund

All requests must be submitted through the contact form at fratellidelvino.com/contact. Please include:

• Your order number

• The name and size of each product involved

• The reason for the request

• Photographs, where the request involves damage, a defect, or an incorrect item

• The lot or batch code from the bottle, where the request involves a defect

We respond to every request within 2 business days.

If your request is approved as a physical return, we will issue a Return Authorization (RA) number and return instructions. Returns sent without an RA number cannot be processed, credited, or returned to you.

9. Return Shipping Costs