Customer Service
Returns & Refunds
This page describes our current quality-guarantee approach for perishable goods, pending legal confirmation of statutory withdrawal rights — see the note in Terms & Conditions, Section 6.
Because truffles are a fresh, perishable product, our returns approach is built around a quality guarantee rather than a standard change-of-mind return. See our Terms & Conditions, Section 6 (Right of Withdrawal) for the legal basis, which is still pending confirmation from legal counsel.
Quality Guarantee
If your truffle arrives damaged, spoiled, or significantly different from its description, contact us within 24 hours of delivery with a photo and your order number, and we will issue a full refund or replacement at no cost to you.
Statutory Right of Withdrawal — Pending Confirmation
[PLACEHOLDER — REQUIRES LEGAL CONFIRMATION] Fresh food products may be exempt from the EU's standard 14-day right of withdrawal under Article 16(d) of Directive 2011/83/EU, which excludes goods liable to deteriorate or expire rapidly. Whether Fera Tartufi's truffles qualify for this exemption has not yet been confirmed by legal counsel.
Until this is confirmed, we do not assert either that change-of-mind returns are accepted or that they are excluded by law — our current practical approach (below) applies in the meantime, and this page will be updated once the legal position is finalised.
Change of Mind
As truffles are perishable and prepared to order, we are not currently able to accept returns for change of mind once an order has shipped. This reflects our operational approach to a fresh product and is separate from the statutory question above, which is still pending legal review.
Delayed or Failed Delivery
If a shipment is significantly delayed by the courier and arrives outside acceptable freshness, we will replace the order or provide a full refund — this is why we always ship with tracked, expedited couriers.
How to Request a Refund
Email hello@feratartufi.com with your order number and a brief description of the issue. Our team responds within one business day and refunds are processed to your original payment method within 5–10 business days.