Refund policy

Right of Withdrawal, Returns and Refunds

Last updated: 9 October 2026

This page contains the information on the right of withdrawal required by Articles 49 and 52-59 of Italian Legislative Decree No. 206 of 6 September 2005 (“Consumer Code”) for purchases made by consumers on https://n11drink.com. The seller is ALLA FASSA S.N.C. DI FELLER DONATELLA & C., Via B.G. Nascimbeni 11, 37010 Brenzone sul Garda (VR), Italy, VAT number IT05070350235 (the “Seller”).

1. Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If you ordered multiple goods in one order and they are delivered separately, the withdrawal period will expire after 14 days from the day on which you acquire physical possession of the last good.

2. How to exercise the right of withdrawal

To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement, for example:

  • by email to n.11drink@gmail.com;
  • by certified email (PEC) to ristoranteallafassa@pec.it;
  • by letter sent by post to ALLA FASSA S.N.C. DI FELLER DONATELLA & C., Via B.G. Nascimbeni 11, 37010 Brenzone sul Garda (VR), Italy.

You may use the model withdrawal form set out below, but it is not obligatory. Please state your order number. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired. If you write to us by email, we will send you an acknowledgement of receipt without delay.

3. Exception: opened bottles or bottles with the seal removed

Under Article 59(1)(e) of the Consumer Code, the right of withdrawal does not apply to the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery. For this reason the right of withdrawal does not apply to bottles whose cork, capsule or tamper-evident seal has been opened, removed or tampered with after delivery.

The exception applies only to the individual bottles that have been opened: for any other bottles in the same order that remain sealed and intact, the right of withdrawal may be exercised as normal.

The right of withdrawal also does not apply to any goods made to your specifications or clearly personalised at your request (Article 59(1)(c) of the Consumer Code), where offered.

4. Returning the products

You must send back the goods without undue delay and in any event not later than 14 days from the day on which you communicated your withdrawal to us, to the address we indicate in our acknowledgement of receipt (unless otherwise indicated: Via B.G. Nascimbeni 11, 37010 Brenzone sul Garda (VR), Italy). The deadline is met if you send back the goods before the period of 14 days has expired.

Bottles must be returned with the tamper-evident seal intact, undamaged and, where possible, in their original packaging (e.g. gift box), protected by packaging suitable for transporting glass. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods (Article 57(2) of the Consumer Code): missing or damaged original packaging does not exclude the right of withdrawal, but may lead to a reduction of the refund equal to the actual loss in value of the goods.

You will bear the direct cost of returning the goods, unless the products are defective, damaged or different from those ordered. As not all couriers accept shipments of alcoholic beverages, we recommend that you contact us before sending: we will tell you how to pack the goods and, where possible, suggest a suitable courier.

5. Refund

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract.

We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

6. Defective, damaged or non-conforming products

If you receive a product that is defective, damaged in transit (e.g. a broken or leaking bottle) or different from what you ordered, write to us at n.11drink@gmail.com as soon as possible, stating your order number and attaching, if possible, photographs of the product and the packaging. In these cases the return costs are borne by us and you are entitled to replacement of the product or, where provided by law, to a price reduction or a refund, under the legal guarantee of conformity (Articles 128 et seq. of the Consumer Code). If the parcel shows visible damage on delivery, we ask you to accept it “with reservation”, describing the damage to the courier. This does not limit your statutory rights in any way. See also the General Terms and Conditions of Sale.

7. Model withdrawal form

(Annex I, Part B, of the Italian Consumer Code – complete and return this form only if you wish to withdraw from the contract)

  • To: ALLA FASSA S.N.C. DI FELLER DONATELLA & C., Via B.G. Nascimbeni 11, 37010 Brenzone sul Garda (VR), Italy – email: n.11drink@gmail.com – PEC: ristoranteallafassa@pec.it
  • I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
  • Ordered on (*)/received on (*):
  • Order number (optional):
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s) (only if this form is notified on paper):
  • Date:

(*) Delete as appropriate.