Refund policy
Refund & Return Policy
European Union & International 14-Day Right of Withdrawal
If you are a consumer in the European Union, you generally have the right to cancel or return your order within 14 days after receiving your goods, without giving a reason.
If your order is delivered in multiple shipments, the 14-day withdrawal period begins when you receive the last item in your order.
To exercise your right of withdrawal, please contact us at support@saputobiscotto.com with a clear statement that you wish to withdraw from your purchase.
After notifying us of your withdrawal, you must return the goods without undue delay and no later than 14 days after notifying us.
Condition of Returned Goods
During the withdrawal period, you may inspect and handle the product only to the extent necessary to establish its nature, characteristics and functioning, in the same way you would be able to do in a physical store.
If the product has been used beyond what is necessary for such inspection, you may be responsible for any diminished value resulting from that use.
Because our baking stones are food-contact products and their condition can affect their ability to be resold, a baking stone that has actually been used for baking may not be eligible for a full refund where its value has been diminished through use.
Custom-made or clearly personalised products are not eligible for withdrawal where the applicable legal exception applies.
Return Shipping
You are responsible for the direct cost of returning an item when exercising the 14-day right of withdrawal, unless the item is defective or we have agreed otherwise.
Please contact us before returning an item so that we can provide the appropriate return instructions.
Refunds
Once you have exercised your right of withdrawal, we will refund the payments we have received from you, including the cost of standard delivery.
We are not required to refund additional delivery costs resulting from your choice of a more expensive delivery option than the least expensive standard delivery offered by us.
We may withhold the refund until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first.
Refunds will be made using the same payment method used for the original transaction, unless otherwise agreed.
Shipping Damage – Replacement Guarantee
We guarantee that you will receive the stone you paid for. If your stone arrives cracked or damaged due to shipping, we will send you a replacement.
To process a shipping-damage claim, please contact us by email at support@saputobiscotto.com within 24 hours of receiving your order.
The 24-hour notification period is required because our courier requires shipping-damage claims to be reported within this timeframe in order for us to seek compensation. If you do not contact us within 24 hours, the courier may refuse the damage claim, and unfortunately we may not be able to provide a replacement under our shipping-damage guarantee.
Photos Required for Shipping-Damage Claims
When contacting us about a damaged stone, please provide clear photos of:
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The package from all six sides — top, bottom, and all four sides.
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The inside packaging, including the protective materials.
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The damaged stone itself, showing all visible damage clearly.
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The shipping label on the package.
These images are necessary for us to document the damage and file a compensation claim with the courier.
We kindly ask for your understanding and patience during this process, as damage occurring during transportation is beyond both your and our control.
This shipping-damage reporting requirement does not limit or exclude any mandatory statutory consumer rights that may apply to defective or non-conforming goods.
Damaged, Defective or Incorrect Items
Please inspect your order as soon as possible after delivery and contact us promptly if your item is defective or you have received the wrong item.
If a product is defective or does not conform to the contract, your statutory consumer rights remain unaffected by this policy.
Non-Returnable Items
The right of withdrawal does not apply where a statutory exception applies, including certain:
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Perishable goods that deteriorate or expire rapidly.
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Goods made to the consumer's specifications or clearly personalised.
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Other products specifically excluded by applicable consumer law.
Custom-cut or personalised baking stones may therefore be excluded from the right of withdrawal where the applicable legal exception applies.
Used products may be subject to a reduction in refund where their value has been diminished through handling or use beyond what is necessary to inspect them.
Gift cards are non-refundable where permitted by applicable law.
Exchanges
If you would like a different product, the fastest option is generally to return the original item in accordance with this policy and place a new order for the desired product.
Statutory Consumer Rights
Nothing in this Refund & Return Policy limits or excludes any mandatory consumer rights that apply under Danish or European Union law.
Consumers retain their applicable statutory rights concerning defective, damaged or non-conforming goods.
Contact
For questions regarding returns, refunds, withdrawal rights or damaged items, please contact:
Gawey
Trading name: SaputoBiscotto Distribution
CVR / Company Registration Number: 35500677
VAT Number: DK35500677
Business address:
Sjælør Boulevard 85, 3. th.
2500 Valby
Denmark
Email: support@saputobiscotto.com
Phone: +45 27126583
