Refund policy

We have a 30-day return policy for wine orders, but because we're shipping wine, it works a little differently from a typical online store: once a bottle has been opened, we're not able to accept it back, for hygiene and safety reasons.

When we accept a return
We only accept returns or refunds when something went wrong on our end — your order arrives damaged, you receive the wrong item, or a bottle is missing. Contact us at info@fratellisaraceni.com within 30 days of delivery, ideally with a photo of the issue, and we'll evaluate it and make it right with a replacement or a refund.

What we can't accept back
We're unable to accept returns of opened or used bottles, under any circumstances. We also don't offer returns for a change of mind or for items ordered by mistake — please double-check your order before checking out. Custom or personalized products and gift cards are non-returnable as well.

Exchanges
Rather than a direct exchange, we'll process your approved return as a refund or replacement of the same item, depending on what you'd prefer.

European Union: your 14-day right of withdrawal
If your order is shipped into the European Union, you have a separate legal right to cancel your order within 14 days of delivery, for any reason and without needing to justify it, regardless of our general policy above. To use it, the bottle must be unopened, unused and in its original packaging, and you'll need proof of purchase. Because an opened bottle can't be resold once its seal is broken, this right does not extend to bottles that have already been opened.

Refunds
Once we've reviewed and approved your return, we'll issue your refund to the original payment method within 10 business days. Bank or card processing can add a little more time on top of that — if more than 15 business days have passed since approval, please get in touch.

Questions about a return? Email us at info@fratellisaraceni.com and we'll sort it out.