Refund policy
Primo is a fermented drink, re-fermented in the bottle — «alive», in the sense that its character can evolve over time — and it is produced, sold and stored as a perishable food and beverage. Under European consumer law, the 14-day right of withdrawal does not apply to goods that are liable to deteriorate or expire rapidly (Article 16(e), Directive 2011/83/EU, as implemented in the applicable national law).
For this reason, Primo cannot be returned or refunded on a change-of-mind basis — including sealed, unopened bottles — for food-safety and hygiene reasons, as we cannot return perishable food and drink to stock once it has left our control. Please keep this in mind when you order.
Your rights if something is wrong
This exclusion applies only to change-of-mind returns. It does not affect your statutory rights if your order is faulty, damaged, broken in transit or not as described: those rights remain fully intact.
Damage and breakage in transit
If your order arrives damaged or a bottle has broken:
- Don't throw away the packaging or the broken bottle until we've confirmed next steps. For your safety, don't try to salvage or drink the contents of a broken bottle.
- Contact us within 72 hours of delivery at info@refolesco.com with your order number and a few photos of the damage (the bottle, the packaging and the shipping label help us, including with the carrier).
- We'll replace the affected items or give you a full refund, whichever you prefer, at no cost to you and without needing the damaged bottle back.
Claims reported after 72 hours, or without photos, may take longer to handle with the carrier and may not be accepted where the delay prevents a claim with the carrier.