🧾 Withdrawal and Refund Policy

(pursuant to Articles 52 and following of the Italian Consumer Code – Legislative Decree 206/2005)

In accordance with current consumer protection regulations, customers purchasing as consumers have the right to withdraw from the purchase contract within 14 (fourteen) calendar days from receipt of the products, without providing any reason and without incurring any penalty, except for return shipping costs.

📦 Products Excluded from the Right of Withdrawal

The right of withdrawal does not apply in the following cases, as provided by law:

  • Perishable food products or those with a short expiration date.
  • Products that have been opened, tampered with, or even partially consumed.
  • Sealed food products (including items in bags with a label/seal) that are not suitable for return for hygiene or health protection reasons and that have been opened after delivery.
  • Raw Treats (Energy Balls), as they are the only category of unpackaged products offered by AmicEarth and, due to their nature and freshness, are not eligible for return.

Although packaged, our products are made without preservatives and are sensitive to environmental conditions such as heat and vibrations during transport, which can compromise their quality and freshness. For this reason, in line with Art. 59, most of our food products are NOT eligible for return, unless they are defective or received damaged.

📨 How to Exercise the Right of Withdrawal

To exercise the right of withdrawal, the customer must send a written notice within 14 days of receiving the product. The notice can be sent:

The communication must include:

  • Customer’s full name
  • Order number
  • Date of purchase and date of receipt
  • Description of the products to be returned
  • Optional reason for the return (not required but helpful to improve our service)

📦 Conditions for Return Acceptance

To qualify for a refund, the returned products must:

  • Be intact, unopened, unused, and in their original sealed packaging
  • Be accompanied by a copy of the invoice or order confirmation
  • Be returned within 14 days from the date the withdrawal notice was sent (as established by the Consumer Code)

Products that are returned damaged, opened, or do not meet these conditions will not be refunded.

💸 Return Shipping Costs

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

  • Products were received damaged
  • An incorrect product was sent

In these cases (damaged or incorrect products), AmicEarth will cover the cost of replacement or a full refund. In the case of damaged products received, especially those in glass containers, the physical return of the item will not be required. The customer is asked to send photographic documentation via email for verification.

💳 Refund Timing and Method

Once the returned products are received and verified, we will process the refund within 14 business days using the same payment method used by the customer at the time of purchase (unless otherwise agreed).

For payments made via bank transfer, the customer must provide bank details (IBAN and account holder’s name) to enable the refund.

📞 Support and Contact

For any questions, clarifications, or assistance regarding the withdrawal and refund policy, our customer service is available at info@amicearth.it.
We are committed to responding within 48 business hours.

⚠️ Important Notice for Product Quality: To ensure maximum quality and freshness, especially with perishable or glass items, we kindly ask you to report immediately (within 48 hours of receipt) any defect, damage, or issue related to the order. Timely reporting allows us to intervene more effectively for replacement or refund.

✅ At AmicEarth, customer satisfaction is a priority. Although we primarily offer handcrafted and natural food products, whose integrity is sensitive and which are often non-returnable by law, we will always do our best to evaluate each request with care, respect, and availability.