Refund & Returns Policy
At Ciacci Steaks, we take great care in preparing, packaging and delivering
our products so that they arrive in the best possible condition. Because
many of our products are fresh, chilled or frozen food items, special rules
apply to returns, cancellations and refunds.
This policy explains when returns and refunds are available, how to report
an issue with your order, and the rights that apply to eligible
non-perishable products.
Perishable Goods — No Standard Returns
Fresh, chilled and frozen meat products are perishable goods and are
therefore excluded from the EU 14-day right of withdrawal applicable to
many distance purchases. Under Article 59(1)(d) of the Italian Consumer
Code and Article 16(1)(d) of Directive 2011/83/EU, the right of withdrawal
does not apply to goods that are liable to deteriorate or expire rapidly.
Our meat products are prepared and, where applicable, cut to order.
Consequently, we cannot accept returns or cancellations based solely on a
change of mind once an order has been prepared for dispatch.
This exclusion concerns the statutory right of withdrawal and does not
affect any mandatory consumer rights that may apply if a product is
defective, damaged, incorrect or otherwise does not conform to the
contract.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible
after placing it. We will make reasonable efforts to accommodate a
cancellation before preparation begins.
Once a perishable order has been prepared, cut or otherwise processed for
dispatch, cancellation may no longer be possible. This is because the
products are prepared specifically for the order and cannot generally be
returned to stock or resold as fresh food.
To request a cancellation, contact us at
info@ciaccisteaks.com
or call
+39 0721 1796540
during our customer service hours.
Freshness Guarantee
We take particular care to preserve the quality and temperature of your
order throughout preparation, packaging and delivery. Orders are prepared
for dispatch using appropriate insulated and temperature-controlled
packaging and are shipped using express delivery where applicable.
If your order arrives with a significant cold-chain or temperature-control
issue, damaged packaging that may have affected the product, or an
incorrect or missing item, please contact us within 24 hours of delivery.
Our Freshness Guarantee is intended to provide a straightforward remedy
where an eligible delivery or product issue has occurred. Depending on the
circumstances, we may provide a replacement shipment or a refund.
Valid claims are normally reviewed and resolved within one business day
after we receive the necessary information.
Reporting a Problem With Your Order
Please inspect your shipment as soon as possible after delivery. If you
believe there is a problem with the condition, contents or packaging of
your order, contact us within 24 hours.
To help us investigate and resolve your claim quickly, please provide:
- Your order number.
- A description of the issue.
- Clear photographs of the outer shipping packaging.
- Photographs of the product and its packaging or labels.
- Photographs of any visible damage, where applicable.
- Any relevant information concerning the condition of the shipment upon delivery.
Please retain the packaging and affected products until we have had an
opportunity to review the claim, unless keeping the product would create a
health or safety concern.
Damaged Packaging or Products
If your shipment arrives with damaged packaging, please photograph the
damage before disposing of the packaging and contact us within 24 hours of
delivery.
If the damage appears to have affected the product or its suitability for
consumption, please do not consume the affected product. Contact us with
your order details and photographs so that we can assess the situation and
determine the appropriate remedy.
Where a delivery or product issue is confirmed, we may offer a replacement
shipment or refund depending on the circumstances and availability of the
relevant product.
Incorrect or Missing Items
If an item is missing from your order or you receive a product that differs
from the product you ordered, please contact us within 24 hours of delivery.
Please provide your order number together with photographs of the products
received, the product labels and the shipping packaging where possible.
This information helps us verify the contents of your shipment and resolve
the issue promptly.
Where an error on our part is confirmed, we will arrange an appropriate
remedy, which may include sending the missing or correct product or issuing
a refund for the affected item.
Refunds for Eligible Claims
Where a refund is approved under our Freshness Guarantee, because of an
incorrect or missing item, or under another applicable statutory right, the
refund will normally be issued to the original payment method used for the
purchase.
Online payments are processed through our payment provider, Stripe. Once
we have authorized a refund, the time required for the amount to appear in
your account depends on your bank, card issuer or payment provider.
Refunds are typically visible within 5–10 business days after processing,
although actual processing times may vary depending on the financial
institution involved.
Non-Perishable Products
Certain non-perishable products and accessories may be eligible for the
standard 14-day right of withdrawal under applicable EU and Italian
consumer law.
Where available, such products may include accessories such as ham stands,
knives or other non-perishable items. The applicable withdrawal conditions
depend on the nature of the product and any statutory exclusions that may
apply.
If you wish to exercise a right of withdrawal for an eligible
non-perishable product, please contact us before returning the item so that
we can provide the appropriate return instructions.
Returned products must be handled and returned in accordance with the
applicable legal requirements. Nothing in this policy limits any mandatory
rights applicable to eligible consumer products.
Products That Cannot Be Returned
Fresh, chilled and frozen meat and other food products that are liable to
deteriorate or expire rapidly cannot be returned under the standard
14-day right of withdrawal.
This restriction is based on the nature of the products and does not remove
any applicable rights you may have where goods are defective, damaged,
incorrect or otherwise fail to conform to the contract.
Return Shipping
Please do not send any perishable food product back to us unless our
customer service team has specifically instructed you to do so.
If a return is applicable to an eligible non-perishable product, we will
provide the relevant return instructions when your request is reviewed.
Depending on the circumstances and applicable consumer law, responsibility
for return shipping costs may vary.
Statutory Consumer Rights
Nothing in this Refund & Returns Policy is intended to exclude,
restrict or replace any mandatory consumer rights that cannot lawfully be
excluded or limited under applicable law.
The statutory exclusion of the right of withdrawal for goods liable to
deteriorate or expire rapidly is separate from any applicable legal
remedies concerning defective, damaged, incorrect or non-conforming goods.
Where such rights apply, they remain unaffected by this policy.
International Orders
Ciacci Steaks ships worldwide. International deliveries may be subject to
additional customs, import, tax or delivery requirements depending on the
destination country.
Perishable food products may also be subject to restrictions or special
requirements in the destination country. Customers are responsible for
ensuring that the ordered products can legally be imported into their
destination country where applicable.
If an order cannot be delivered because of destination-country import
restrictions, customs requirements or information provided incorrectly by
the customer, the available refund or replacement options may depend on
the specific circumstances and the applicable law.
How to Contact Us
For questions concerning returns, refunds, freshness, damaged goods,
missing items or order cancellations, please contact our customer service
team:
Email:
info@ciaccisteaks.com
Phone:
+39 0721 1796540
Customer Service Hours: Monday–Friday, 09:00–18:00 CET.
Business Information
Ciacci Steaks is a brand of
Kilometro 25 di Ciacci Giovanni & C. S.a.s.
Via Italo Svevo 39
61036 Colli al Metauro (PU)
Italy
VAT: IT02621710413
REA: PS-196515
PEC:
km25@pec.it
Restaurant
Via Giuseppe Toniolo 25
61032 Fano (PU)
Italy