Refund policy
Returns, Cancellation and Refund Policy
Last updated: 26 August 2026
This Policy applies to online purchases made through www.divesvinum.it, www.divesvinum.com and their localised versions, operated by:
Dives S.r.l.
Via Luciano Manara 34
20855 Lesmo (MB), Italy
Italian Tax and VAT number: IT10188010960
Email: marketing@divesmilano.com
The statutory cancellation provisions apply to consumers, meaning individuals purchasing for purposes outside their trade, business, craft or profession.
Nothing in this Policy limits any mandatory consumer rights available under applicable law.
1. Fourteen-day cancellation right
Consumers may cancel an online purchase without giving any reason within 14 calendar days from the day on which the consumer, or a third party nominated by the consumer other than the carrier, takes physical possession of the products.
Where products included in the same order are delivered separately, the period begins when the last product, lot or piece is received.
To exercise the right to cancel, the consumer must send an unequivocal notice before the deadline to:
We recommend including:
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the order number;
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the purchaser’s name;
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the product or products being returned;
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an email address or telephone number.
Consumers are not required to provide a reason. Photographs or videos are requested only when reporting a damaged, incorrect or non-conforming product.
Cancellation does not require prior authorisation. A notice sent within the applicable period is sufficient to exercise the right. We will normally acknowledge receipt within one or two business days and provide return instructions and the appropriate operational return address.
2. Return deadline and costs
After notifying us of the cancellation, the consumer must send or hand back the products without undue delay and no later than 14 days after giving notice.
Where a return is made because the consumer has changed their mind, the direct cost of returning the products is borne by the customer.
For international returns, customers should wait for our customs and shipping instructions, particularly when returning alcoholic beverages. This prior contact is solely for operational purposes and does not restrict a cancellation right exercised within the applicable time limit.
We recommend:
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using a carrier that accepts the type of product being returned;
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using a tracked and, for valuable products, insured service;
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retaining the receipt and evidence of postage;
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packing the products securely and appropriately.
We do not charge any restocking fee.
3. Condition of returned products
Consumers are responsible only for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.
To receive a full refund, products should therefore be returned, where applicable:
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without signs of use or alteration;
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with all accessories and items originally supplied;
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with their original labels, retail packaging and documentation, where provided;
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in the case of bottles, unopened and with the closure, cork, capsule and seals intact.
Opening a bottle is not normally necessary to establish its nature and characteristics and may result in a reduction in value of up to the full price of the product. This does not apply to reports concerning a possible defect or lack of conformity that could only be discovered after opening.
Packaging used solely for transport does not have to be the original packaging, but the replacement packaging must provide equivalent protection.
Products purchased on sale or at a discounted price have the same cancellation rights as other products.
4. Refunds
We will issue any refund due without undue delay and no later than 14 days after being informed of the consumer’s decision to cancel.
We may withhold the refund until:
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we have received the returned products; or
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the consumer provides evidence that the products have been sent back,
whichever occurs first.
Where the entire order is cancelled, the refund includes:
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the price of the returned products;
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the cost of the least expensive standard delivery option available when the order was placed.
Any additional costs resulting from the customer’s choice of an express, priority or other delivery method more expensive than the least expensive standard option will not be refunded.
Where only part of an order is returned, the price of the returned products will be refunded. Any refund of the original delivery charge will be calculated in accordance with applicable law and the delivery cost that would have applied to the products retained by the customer.
Refunds are made using the same payment method used for the original transaction, unless expressly agreed otherwise, and without any fee being charged to the consumer.
After a refund has been issued, the time required for it to appear in the customer’s account may depend on the bank or payment provider.
5. Event and tasting tickets
Tickets and bookings for tastings, events or other leisure activities scheduled for a specific date or period are not subject to the statutory 14-day cancellation right where the applicable law provides an exemption.
Despite this exemption, Dives S.r.l. voluntarily accepts cancellations and provides a refund when the request is received at least 72 hours before the scheduled start of the event, unless more favourable conditions are stated on the relevant event page.
Requests received less than 72 hours before the scheduled start are non-refundable, except where:
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Dives S.r.l. cancels the event;
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the date or time is materially changed;
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mandatory law provides otherwise.
If an event is cancelled by Dives S.r.l., the customer is entitled to a full refund. A ticket for a new date or a voucher may be offered only as an alternative voluntarily accepted by the customer.
6. Damaged, incorrect or non-conforming products
This section is separate from a change-of-mind cancellation.
If a parcel or product arrives damaged, incorrect or apparently non-conforming, customers should contact us as soon as possible and preferably within 48 hours of delivery. Failure to meet this indicative timeframe does not remove any statutory rights.
To help us deal with the report promptly, customers should:
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provide the order number;
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describe the problem;
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photograph the external packaging, shipping label, internal protection and product;
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retain the product and packaging until further instructions are provided.
If the parcel is visibly damaged at the time of delivery, customers should, where possible, accept it subject to a specific written reservation made with the carrier. Failure to make such a reservation does not remove the consumer’s statutory rights.
For faults that can only be discovered after opening a bottle, including suspected cork taint or another organoleptic defect, customers should retain the bottle, closure and remaining contents and contact us promptly.
A difference from the customer’s personal taste preferences does not, by itself, constitute a defect. Bottle characteristics clearly displayed or described before purchase will be taken into account when assessing conformity.
Where a product is damaged, incorrect or non-conforming, Dives S.r.l. will bear the necessary return costs and provide the remedies available under the applicable legal guarantee, which may include replacement, a price reduction or a refund, depending on the circumstances.
7. Statutory exclusions
In addition to fixed-date events, the cancellation right may be excluded in the other circumstances specified by applicable law, including for clearly personalised products or products liable to deteriorate rapidly, where such products are sold and the exclusion is disclosed before purchase.
Labelling a product as “sale” or “discounted” does not, by itself, remove the right to cancel.
8. In-store and business purchases
The 14-day cancellation right applies to online and other distance purchases and does not automatically apply to purchases made at a physical store.
For purchases made by businesses, professionals or customers who do not qualify as consumers, change-of-mind returns must be agreed in writing with Dives S.r.l.
Any applicable rights concerning damaged, incorrect or non-conforming products remain unaffected.
9. Optional cancellation form
Consumers may use the following form but are not required to do so:
To:
Dives S.r.l.
Via Luciano Manara 34
20855 Lesmo (MB), Italy
Email: marketing@divesmilano.com
I/We hereby give notice that I/we cancel my/our contract for the sale of the following goods or supply of the following services:
Order number:
Ordered on/received on:
Name of consumer:
Address of consumer:
Signature of consumer, only if this form is submitted on paper:
Date:
