Name: Xolod
Address: Via Emilia Ovest 780, 41123 Modena MO, Italia, IT
Telephone: +39 059 3972 557

Conditions

The customer has the right to withdraw from the purchase within exactly 30 days from the physical delivery date of the order. Walnut-based products (syrups and jars containing liquid and nuts) must arrive completely intact, unopened, with the original security seal unbroken, free from tampering, and complete with original packaging, in accordance with safety and health protection standards.

In accordance with Article 59 of the Italian Consumer Code, all food products, syrups, and jarred preparations whose warranty seal or airtight closure has been removed or tampered with after delivery are strictly excluded from the right of return and cannot be refunded, in order to protect consumer hygiene and health safety.

Return instructions

Send a written request to [email protected] specifying the order number and notice of withdrawal within 30 days of receipt.
Receive the RMA return authorization code and instructions with the address of the logistics facility in Italy from customer service.
Securely pack the sealed bottles or jars using the original protective packaging and ship the parcel via a courier of your choice with tracked shipping.
Receive the refund of the amount due within 3-10 business days following technical verification of conformity and seal integrity at our warehouse.

Who pays return shipping

If the product shows defects, breakage, or discrepancies with your order, return shipping costs are covered by us: we will provide a prepaid shipping label or arrange a courier pickup. In the event of a discretionary return, the return shipping cost is the customer's responsibility; no additional fees will be deducted.

Refund timing and method

Refunds are processed within 3 business days of the successful inspection of the returned bottle. Orders paid cash on delivery will be refunded by bank transfer to the account provided; for payments made by bank transfer, the refund will be credited back to the original account. Banks typically take 1 to 5 business days to clear the funds.

Summary of return scenarios

Situation	What we do	Cost to you
Damaged in transit	Replacement or full refund	None
Wrong item delivered	Dispatch of the correct product and simultaneous collection of the incorrect bottle	None
Parcel lost	Replacement shipment or full refund upon conclusion of the carrier investigation	None
Faulty on arrival	Replacement or full refund	None
Changed your mind	Refund of the product purchase price	Return shipping only

Exchanges

To exchange an item for a different size or product, you must complete the return process and place a new order; the amount for the returned item will be refunded promptly upon receipt. If the exchange is required due to an error on our part, delivery of the new order will be free of shipping charges.

Cancelling an order

Cancellation of an order without charge is permitted as long as the goods have not yet been handed over to the carrier. Simply send a request to [email protected] quoting your order reference. Once the package has shipped, standard return terms apply.

Questions about this policy

Send an email to [email protected] or call +39 059 3972 557 during Mon-Fri 07:30 - 15:15, Sat 09:00 - 14:30. We process every inquiry within one business day.

Merchant: Xolod Botanica S.r.l.
Registered address: Via Emilia Ovest 780, 41123 Modena MO, Italia
Email: [email protected]
Phone: +39 059 3972 557
Working hours: Mon-Fri 07:30 - 15:15, Sat 09:00 - 14:30
Registration: P.IVA IT77574371933