Customer Service
Returns & Refunds
Fresh truffles are perishable. The 14-day cooling-off right does not apply once they have been dispatched. You still have a full quality guarantee and every statutory right if the goods are not as they should be.
Quality guarantee
If your truffle arrives damaged, spoiled or significantly different from its description, email hello@feratartufi.com within 24 hours of delivery with a photo and your order number. We will replace it or refund you in full, including shipping you paid.
No change-of-mind return after dispatch
Because fresh truffles deteriorate rapidly, Directive 2011/83/EU Art. 16(d) and the corresponding Bulgarian consumer-law exception mean there is no 14-day right to withdraw after we have shipped a fresh-truffle order. We therefore cannot accept change-of-mind returns once the parcel has left us.
If you cancel before we dispatch, we refund you in full.
Statutory conformity
The perishable-goods exception does not remove your rights if the product is faulty or not as described. Those rights sit in the Consumer Protection Act and the EU Sale of Goods rules and cannot be contracted away.
Late or failed delivery
If the courier delays the parcel so that it arrives past acceptable freshness, we replace the order or refund you in full. That is why we ship with tracked express services.
How to claim
Email hello@feratartufi.com with your order number and a short description of the problem. We reply within one business day. Approved refunds return to the original payment method within 5–10 business days.