Order cancellation and right of withdrawal

This page sets out the rules for cancelling orders and the conditions for exercising the right of withdrawal, differentiated according to the type of customer (Private Consumer or Professional/Ho.Re.Ca. customer).

1. Order cancellation policy (Valid for all customers)

The customer may request the cancellation of their order only before it has been processed by our logistics. The handling of the cancellation and any refund strictly depend on the real-time processing status:

Order status: "Awaiting payment" or "Order created" (NOT yet processed/handled)

At these stages the order has not yet entered the logistics preparation chain and can be cancelled. If the customer has already paid (e.g. credit card or bank transfer already credited), we will refund the full amount paid using the same payment method used for the original transaction.

Order status: "In processing", "Processed", "Completed" or "In delivery"

Once the order is taken in charge and moves to processing status, the shipping label is generated and packaging preparation is started. From this precise moment the order can NO longer be cancelled or blocked.

If the customer is a Private Consumer (B2C), in order to recover the amount they must necessarily wait for the goods to arrive and then activate the Right of Withdrawal procedure described in the next point, accepting the goods and bearing the return shipping costs at their own expense.

How to request cancellation

The procedure to cancel an order in "Created" or "Awaiting" status varies according to the purchase method:

Registered Customers: The customer must log into their Reserved Area, enter the "My orders" section, select the order and click on the "Cancel order" button. The system will block the order and start the automatic refund procedure if the payment had already been made.

Guest Customers (Purchase without registration): Not having a reserved area, the Guest customer must send with the utmost urgency an email to orders@gabumo.com using the following cancellation form:

2. Right of withdrawal (Only for Private Customers - B2C)

Pursuant to art. 52 of Legislative Decree 206/2005 (Consumer Code), the Customer who purchases as a "Consumer" (i.e. a natural person acting for purposes unrelated to entrepreneurial, commercial, craft or professional activity) has the right to withdraw from the purchase contract, without any penalty, within 14 days from the day of receipt of the products.

The exercise of this right is strictly subject to the following conditions:

A. Integrity conditions and exclusions (Opened bottles)

Wine and alcoholic products are sealed goods which, for hygienic and health protection reasons, cannot be returned if opened after delivery (Art. 59, letter e) of the Consumer Code).

Withdrawal is in no way accepted for bottles that have been uncorked, opened, tampered with or even partially consumed.

Bottles must be returned perfectly intact, with their original seal and capsule, and with the label undamaged, so as to preserve their value and resaleability.

B. Return shipping costs

In accordance with current law, all direct costs for returning the products are exclusively at the Customer's expense. The customer is free to entrust the return shipment to their trusted courier. We strongly recommend the use of packaging suitable for transporting glass bottles (such as the original packaging received) and a trackable shipment. The goods travel under the full responsibility of the customer until arrival at our warehouse.

C. Goods verification and refund methods

The refund of the amounts paid will only take place after the goods have physically returned to our warehouses and our staff has verified their absolute integrity.

Once the conforming and intact state of the bottles has been ascertained, the refund will be processed within 14 days from the moment of physical receipt of the goods.

The refund includes the amount of the returned products and the standard outbound shipping costs.

The credit will be made using the same payment method used at the time of the order.

How to exercise withdrawal (B2C)

Send a written communication via email to orders@gabumo.com within 14 days of delivery, indicating: name and surname, order number, date of receipt and the list of wines (name, vintage, quantity) you wish to return. Following our confirmation email, the customer will have a further 14 days to ship the goods to the warehouse address that will be indicated.

3. Exclusion of the right of withdrawal for professional customers (B2B / Ho.Re.Ca.)

It is expressly specified that the Right of Withdrawal (right to reconsider within 14 days) is regulated by the Consumer Code exclusively for the protection of private consumers.

Therefore, the right of withdrawal does NOT apply to purchases made by Legal Entities, Sole Proprietorships, Companies, Professionals or Customers in the Ho.Re.Ca. / Wholesale Channel who purchased by entering their VAT number or requesting the issue of a commercial invoice.

For B2B professional customers, all sales contracts are to be considered final and there is no possibility of return or refund for reconsideration, except in cases of defective goods or evident non-conformity to be reported within the terms of law and according to our General Sales Conditions.