Return and Refund Policy

How to request a return

For online purchases, consumers may notify us of withdrawal within 14 days of delivery, without giving a reason, except where statutory exclusions apply. Email info@emmimarket.com with your order number, products and decision to withdraw. You may also use another clear statement.

Send the goods back within 14 days of your withdrawal notice. Contact us before dispatch for instructions: Emmi Market, Via Kennedy 173, 39055 Laives (BZ), Italy. The customer pays the direct cost of returning goods due to a change of mind.

Conditions and exclusions

Take care of the goods and use suitable transport packaging. You are only responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Withdrawal does not apply, among other statutory exceptions, to goods liable to deteriorate or expire rapidly, personalised goods, or sealed goods unsuitable for return for health protection or hygiene reasons that have been unsealed after delivery. Being a food item or a discounted item does not automatically exclude the right of withdrawal.

Refunds

On withdrawal, we reimburse the payments due, including the initial standard delivery charge, within 14 days of notice, using the same payment method unless otherwise agreed without extra cost. Supplements for delivery more expensive than the standard option offered are not refunded. We may withhold the refund until we receive the goods or evidence of their return, whichever is earlier. Posting times also depend on the payment provider.

Damaged, incorrect or missing items

Contact us as soon as you discover the issue, providing your order number and a description. If possible, include photos of the product, packaging and shipping label. Keep the goods and packaging during our checks. We will explain the applicable procedure and solution; do not dispatch goods independently before receiving instructions.

This procedure does not limit your statutory rights for defects or non-conformity. Necessary costs of remedying a defect or an error attributable to Emmi Market are not borne by the consumer.

info@emmimarket.com · +39 0471 1893137
Customer service: 10:00–18:00.