Return and Refund Policy

Returns and refunds

Our customer satisfaction is important to us. That's why we offer a clear and transparent return policy, in compliance with current legislation and the nature of the products sold.

Terms for returns

After receiving an item, you have 30 days to request a return.

To be eligible for return, the product must:

  • be intact , in the same condition in which it was received

  • not having been opened or used

  • be returned in the original packaging

  • be accompanied by a receipt or proof of purchase

How to initiate a return

To request a return, please contact us at:
shop@frantoiomasaccio.it

Returns must be sent to the following address:

Masaccio Oil Mill
Loc. Giubbiani, 56/i
50066 Reggello (FI) – Italy

Once your request is approved, you will receive instructions via email on how to proceed with the return shipment.
Items sent without a prior return request will not be accepted.

Return shipping costs

Return shipping costs are the responsibility of the customer , except in the following cases:

  • defective product

  • product damaged during transport

  • incorrect item compared to the order placed

In these cases, the return costs will be borne by Frantoio Masaccio.

Damage, defects or shipping errors

We encourage you to inspect your order upon delivery.
If you receive a damaged, defective, or incorrect item, please contact us immediately at shop@frantoiomasaccio.it , so that we can assess the problem and quickly find a solution.

Non-returnable items

For hygiene and food safety reasons, we cannot accept returns of opened, tampered with, or partially used food products , even if the request is made within the indicated timeframe.

The following are also non-returnable:

  • perishable goods (such as food)

  • personalized or made-to-order items

  • items on promotion or sale

  • gift vouchers

If you have any questions about a specific product, please contact us before purchasing.

Substitutions

We do not make direct exchanges.
The fastest way to get a new product is to return the item you received and, once the return is accepted, proceed with a new, separate purchase .

Right of withdrawal – European Union

In accordance with European legislation, for orders shipped within the European Union, you have the right to withdraw from the purchase within 14 days of receipt, without having to provide a reason.

The right of withdrawal is valid only for intact, unopened and unused products , returned in their original packaging and accompanied by proof of purchase.

Refunds

Once your return has been received and inspected, we will notify you of the outcome of your request.
If the return is approved, the refund will be issued within 10 business days using the same payment method used for the purchase.

Credit times may vary depending on the bank or payment provider.
If your refund is not visible after 15 business days from the return approval, please contact us at shop@frantoiomasaccio.it .