Terms and conditions

GENERAL TERMS AND CONDITIONS OF SALE, effective from June 2026

Introduction

These General Terms and Conditions of Sale (hereinafter "General Conditions") govern the offer and sale of food and artisanal products through the website www.casoinonline.it (hereinafter "Website").

Products purchased on the Website are sold directly by:

  • Company Name: Casoin Online S.r.l.
  • Registered Office: Via Giolitti 12 - Santa Maria di Sala (Ve)
  • VAT Number: 04823660271
  • Tax Code: 04823660271
  • Company Register / REA Number: VE-454286
  • Certified Email (PEC): casoinonline@mypec.eu
  • Customer Service Email: info@casoinonline.it
  • Telephone / WhatsApp: 377 3451998

In this document, the term "Seller" refers to the company/firm indicated above, while the term "Customer" or "User" refers to the individual (Consumer or Professional) who places a purchase order on the Website [2.1].

Article 1. Scope of application

1.1 Any sale on the Website constitutes a distance contract governed by Chapter I, Title III (Articles 45 et seq.) of Legislative Decree no. 206 of 6 September 2005 (Consumer Code) and Legislative Decree no. 70 of 9 April 2003, containing regulations on electronic commerce.

1.2 The General Terms and Conditions of Sale apply to all sales made by the Seller on the Website. Unless otherwise and expressly provided for perishable food products (which follow the dedicated shipping calendars indicated in the subsequent sections), the terms indicated are intended as working days, excluding Saturdays, Sundays and national holidays.

1.3 The General Terms and Conditions of Sale may be amended at any time. Any changes and/or new conditions will be effective from the moment of their publication on the Website. You are therefore invited to regularly access the Website and consult the most updated version of the General Terms and Conditions of Sale before making any purchase.

1.4 The applicable General Terms and Conditions of Sale are those in force on the date the purchase order is sent.

1.5 These General Terms and Conditions of Sale do not govern the sale of products and/or services by parties other than the Seller who may be present on the Website via links, banners or other hypertext links. Before carrying out commercial transactions with such parties, it is necessary to check their terms and conditions of sale. The Seller is not responsible for the provision of services and/or for the sale of products by such parties. The Seller does not carry out any control and/or monitoring on the websites accessible via such links. The Seller is therefore not responsible for the content of such sites nor for any errors and/or omissions and/or violations of law by the same.

1.6 You are required to carefully read these General Terms and Conditions of Sale as well as all other information that the Seller provides on the Website.

1.7 The submission of the purchase order constitutes acceptance of these General Terms and Conditions of Sale.

1.8 The Seller operates as an independent reseller of food products made by third-party local artisans. Information relating to ingredients, allergens, nutritional tables and expiry dates are provided directly by the artisan producers; the Seller undertakes to accurately report them on the Website, but is not responsible for any omissions or labelling errors exclusively attributable to the original producer.

Article 2. Purchases on the Website

2.1 Purchasing on the Website

  • Can take place after registering on the Website or in "guest" mode.
  • is permitted to both users who qualify as consumers and users who qualify as professionals. Pursuant to Article 3, paragraph I, letter a) of the Consumer Code, it is recalled that a consumer is a natural person who acts for purposes unrelated to any entrepreneurial, commercial, craft or professional activity carried out; while pursuant to Article 3, paragraph I, letter c) of the Consumer Code, a professional is a natural or legal person who acts in the exercise of their entrepreneurial, commercial, craft or professional activity, or their intermediary. The protections of the Consumer Code, including the right of withdrawal, do not apply to purchases made by professional users with a VAT number.

2.2 In the case of orders, from whomever they originate, that appear anomalous in relation to the quantity of products, the frequency of purchases or the repetition of uncollected perishable goods on delivery or standard shipping, the Seller reserves the right to take all necessary actions to stop the irregularities, including blocking the account.

2.3 The Seller reserves the right to refuse or cancel orders originating from:

  • a user with whom the Seller has an ongoing legal or commercial dispute
  • a user who has previously violated these General Terms and Conditions of Sale
  • a user who has been involved in crimes
  • a user who on previous occasions has not guaranteed availability for the delivery of perishable products, causing the goods to deteriorate.
  • a user who has provided false, incomplete or otherwise inaccurate identification data or who has not promptly sent the documents requested by the Seller or has sent invalid documents.

2.4 Information on Allergens and Intolerances: Each artisanal food product is accompanied by an information sheet listing the ingredients and the possible presence of substances that may cause allergies or intolerances (pursuant to EU Regulation no. 1169/2011). The Customer is strictly required to carefully consult this information before submitting the order. The Seller faithfully reports the information provided by the artisan producers and is not responsible for any damage resulting from allergies or intolerances if the presence of such substances was regularly indicated on the product sheet at the time of purchase.

Article 3. Registration on the Website

3.1 To register on the Website and create a personal account, you must fill in the appropriate electronic form, entering complete, updated and truthful data, including:

  • First Name and Last Name
  • Valid email address
  • Secure access password
  • Full residence and/or shipping address
  • Telephone number (preferably mobile/cell).

3.2 Relevance of logistical data: The Customer acknowledges that entering a correct phone number and a precise shipping address (including house number, postal code, any stairwell, internal number or name on the doorbell) is an essential requirement for the correct execution of fresh food product delivery and for sending cold chain tracking notifications.

3.3 You undertake to keep your access credentials with the utmost diligence and to immediately inform the Seller if you suspect or become aware of improper use or improper disclosure of the same.

3.4 The user registered on the Website guarantees that the personal information provided is complete and truthful and undertakes to indemnify and hold the Seller harmless from any damage, compensation obligation, non-delivery of perishable products and/or penalty deriving from or in any way connected to:

  • The user's violation of the rules on Website registration;
  • The failure to keep registration credentials;
  • The provision of incorrect, incomplete or outdated shipping or contact data.
    The Seller reserves the right in any case to disable the user's account in case of violation

Article 4. Information aimed at concluding the contract and Order Management

4.1 In accordance with Legislative Decree 9 April 2003, no. 70 containing provisions on electronic commerce, the Seller informs you that:

·        To submit a purchase order on the Website, you must fill out an electronic order form and transmit it to the Seller, electronically, following the instructions that will appear from time to time on the Website.

·once the order form is received, the Seller will send you an order confirmation to the email address provided containing:

    • information relating to the characteristics of the purchase
    • the price indication
    • the payment method used
    • the delivery costs
    • the delivery costs and any additional costs.

4.2 Product Type and Price Calculation: The Website catalog includes two distinct categories of artisanal food products:

  • Fixed Weight / Fixed Price Products: Goods pre-packaged at the origin by the producer (e.g., bottles of oil, jams, preserves, sauces, packaged baked goods). For these products, the weight and price indicated on the Website are definitive and do not undergo variations during preparation.
  • Variable Weight Products: Artisanal goods subject to aging or manual cutting (e.g., cured meats and cheeses). For these products, the weight indicated on the Website is purely indicative and the final price is calculated per gram only at the time of actual weighing, as regulated by the relevant Article on Weight Tolerances.

4.3 Conclusion of the Contract and Payment Management:

The sales contract is considered concluded when the Seller entrusts the goods to the courier and proceeds with the payment acquisition. If the actual weighing of artisanal products (cured meats and cheeses) generates a final price lower than that authorized in the cart, the Seller will only acquire the reduced amount and will notify the Customer via e-mail or WhatsApp after shipment. If the weight is equal to or higher, the debit will be for the standard amount authorized in the cart and the package will be regularly shipped without the need for further operational communications.

4.4 Shipment Tracking: Once shipped, the Customer will in any case receive the tracking data (tracking number) provided by the system or the courier (via e-mail or SMS) to monitor the delivery of the products.

Article 5. Product Availability

5.1 The Products offered on the Website are produced in limited quantities by local artisans. The Seller operates by purchasing items from producers only after receiving the order, it may happen that an ordered Product is no longer available or does not meet quality standards at the time of collection from the artisan.

5.2 Information regarding the availability of each Product is present within the Website.

5.3 The Customer will be promptly informed via email or WhatsApp message in case of unforeseen unavailability of the ordered Product before the package is shipped.

5.4 In accordance with the payment pre-authorization only mechanism accepted by the Customer at the time of order, in case of unavailability, the Seller will proceed as follows:

  • if restocking is possible, an extension of delivery times, offered by the Seller, with an indication of the new delivery time
  • if restocking is not possible, the Seller will provide a different product, of equivalent or higher value, upon payment, in the latter case, of the difference, and upon express acceptance by the user
  • the Seller will offer a discount voucher to be used for purchases on the Website. The amount of the discount voucher, the deadline within which it can be used and any limitations will be communicated by the Seller from time to time.
  • In case of multiple orders: The Seller will process the order excluding the missing product and shipping the remaining available goods. At the time of shipment, the Seller will definitively acquire the payment (capture) exclusively for the value of the products actually shipped, immediately and without charge releasing the blocked amount relating to the unavailable product.
  • In case of a single order or total unavailability: The order will be cancelled. The Seller will not make any actual charge to the Customer's payment method and will proceed with the full release of the pre-authorized amount.

5.5 The Customer acknowledges and accepts that the release and restoration of money availability on their credit card or current account depend exclusively on the policies and technical times of the banking circuits and payment providers used (e.g., Stripe, PayPal, credit institutions), with the Seller being excluded from any responsibility for any prolonged unlocking times.

5.6 If you exercise the right of termination referred to in Article 61, paragraphs IV and V, of the Consumer Code, the contract is terminated; if the payment of the total amount due, consisting of the Product price, shipping costs, if applicable, and any other additional costs, as indicated in the order (Total Amount Due), has already occurred, the Seller will refund the Total Amount Due in accordance with the provisions of the "Payment Methods" article below.

Article 6. Information Sheet

6.1 - Each artisanal food product offered on the Website is accompanied by a descriptive page ("Information Sheet") illustrating its main characteristics, ingredients, nutritional values, and recommended storage methods, based on official data provided directly by local artisan producers.

6.2 - Mandatory Consultation and Allergens: In accordance with EU Regulation no. 1169/2011, information regarding the presence of ingredients or substances that may cause food allergies or intolerances is clearly indicated on each Information Sheet. The Customer is strictly obliged to carefully consult these indications before submitting the order. The Seller undertakes to faithfully report the producers' data, therefore it will not be in any way responsible for any type of damage, allergic reaction, or intolerance deriving from the purchase and consumption of Products if the presence of such substances was regularly indicated on the Website at the time of purchase.

6.3 - Artisanal Variations and Illustrative Images: The images, photographs, and graphic representations published on the Website are for illustrative and promotional purposes only. As these are handmade artisanal food products subject to natural cycles or aging, non-substantial differences may occur between the product displayed online and the one delivered, relating to:

  • Packaging and labelling (subject to restyling by the artisan);
  • Color, shape, and external appearance (e.g., rind thickness, noble mould bloom, fat marbling);
  • Vintage (where applicable, e.g., reserve wines or cheeses);
  • Organoleptic characteristics and weight (the latter regulated by specific contractual tolerances).

 

6.4 - The variations and differences listed in point 6.3 are to be considered a sign of the authenticity of artisanal production and do not in any case constitute a lack of conformity or a defect in the product, not entitling the customer to replacements, refunds, or returns.

 

Article 7. Prices, Weights of Artisanal Products, and Payment Management

7.1 All prices of Products published on the Website include Value Added Tax (VAT), calculated based on the applicable rate in the destination country of the goods (within the European Union), unless otherwise indicated.

 

7.2 The Seller reserves the right to modify the price of the Products at any time, in compliance with current legislation on price transparency and price reduction announcements (Omnibus Directive). It remains understood that the maximum price charged to the Customer will exclusively be that indicated on the Website at the time the order is placed; any subsequent changes (increases or decreases) will not affect the order already transmitted, subject to the weight reduction mechanism referred to in point 7.6.2.

7.3 Shipping costs, if any, are expressly and separately indicated in the order form, divided by national or European destination, before the user proceeds with its transmission.

7.4 The use of discount vouchers is regulated on the website based on the following principles:

  • If the value of the discount code is less than that of the order, the remaining amount can be completed according to the payment methods provided on the site.
  • Discount codes cannot be combined for a single purchase.
  • Discount codes can also be used for the purchase of products already on promotion.
  • Each discount code can be used for only one purchase.
  • Under no circumstances do discount codes entitle to change in the case of purchases of a lower amount.
  • Any products for which discount codes cannot be used will be duly indicated on the Website.
  • In case of cancellation for any reason of an order for which a discount code has been used, the corresponding amount will be re-credited to the customer's personal account.
  • Under no circumstances can discount vouchers be converted into cash.

7.5 - For orders destined for European Union member countries other than Italy, the total final price will vary depending on the destination country, the local VAT rates applied under the European OSS (One Stop Shop) regime, international shipping costs, and any specific logistical costs related to thermal protection. The exact total amount will always be clearly indicated in the shopping cart summary before order confirmation.

 

7.6 Artisanal nature and indicative weights: All products (cured meats, cheeses, ham, or other non-fixed weight items) on the Website are artisanal products subject to aging, natural weight loss, and manual cutting by local producers. For this reason, the weights indicated in the product sheets (e.g., 500g) are to be considered as standard indicative weights.

 

7.6.1 Payment Pre-Authorization Mechanism: When the Customer submits an order on the Website, the total amount displayed in the shopping cart is only authorized and blocked on the chosen payment method (e.g., credit card, PayPal). No actual charge or withdrawal of money from the Customer's account is made at this stage.

 

7.6.2 Real Weighing and Correct Payment Acquisition: Before the goods are dispatched, the Seller proceeds to weigh each ordered item. The definitive payment acquisition (capture) will take place according to the following methods based on the actual weight:

  • Higher Weight: If the artisanal product weighs more than the indicative weight purchased on the Website (e.g., weighs 520g instead of 500g), the final price will not increase. The greater weight will be a total free benefit for the Customer, and the exact price agreed upon at the time of the order will be charged.
  • Lower Weight: If the product weighs less than the indicative weight (e.g., weighs 470g instead of 500g), the Seller will recalculate the final price based on the exact weight per gram. The Seller will then definitively acquire a lower amount than initially authorized, immediately releasing the excess amount to the Customer.

7.6.3 Transparency in Invoicing: The Customer will receive the invoice or purchase receipt showing the actual weights detected during preparation and the final amount actually charged, which will never be higher than the amount authorized in the shopping cart.

 

7.6.4 Weight Management and Actual Charge for Cash on Delivery: If the Customer selects Cash on Delivery as the payment method (valid only for the Italian market), the amount calculated in the shopping cart is purely an estimated value. Before the goods are dispatched, the Seller proceeds to weigh all ordered fresh artisanal items and calculates the exact final amount to be included on the courier's waybill, applying the following criteria:

  • Calculation per gram (both increase and decrease): The Customer will pay the exact cost of the product based on the weight actually measured on the scale. If the actual weight is less than the estimated weight on the Website, the cash on delivery amount will be reduced; if the actual weight is greater, the cash on delivery amount will be proportionally increased, applying the product's per-gram rate.
  • Application of discounts and promotions: Any percentage discount (%) resulting from active promotions on the Website or coupon codes entered by the Customer during checkout will be applied to the order total recalculated based on the actual weights of the goods.
  • Service Surcharge: A fixed surcharge for the management of the cash on delivery service by the carrier will be added to the final total obtained from the recalculation of weights and discounts.
  • Acceptance of the final amount: By selecting cash on delivery, the Customer expressly agrees to pay the courier in cash the exact amount calculated on the actual weights before dispatch, which may differ (increase or decrease) from the provisional total shown in the online shopping cart. The Seller will attach to the package or send via e-mail/WhatsApp the receipt or invoice with the details of the actual weighings performed.

 

7.7  - The Seller reserves the unquestionable right to limit the quantities of certain artisanal products that can be purchased, exclude specific promotions, or cancel orders if critical issues arise in the supply of goods from local artisans.

 

Article 8. Purchase Orders

8.1 The Seller will ship the Products only after successfully completing the definitive payment acquisition (capture) procedure based on the actual weights detected (for electronic payments) or after generating and printing the waybill with the exact recalculated amount (for Cash on Delivery payments).

8.2 Ownership of the Products will be transferred to you at the time of shipment, understood as the moment of delivery of the Product to the logistics carrier. The risk of loss or damage to the Products, due to causes not attributable to the Seller, on the other hand, transfers to the Customer at the moment the latter, or a third party designated by him and different from the carrier, physically takes possession of the Products.

8.3 The purchase contract is understood to be resolutively conditioned upon non-payment or non-authorization of debit of the Total Amount Due (understood as the final amount recalculated per gram during the order preparation phase). If the banking circuit denies the acquisition of pre-authorized funds, the order will consequently be cancelled without supply obligations on the part of the Seller. For Cash on Delivery orders, the payment obligation is perfected at the time of physical delivery, as regulated by Article 9.

8.4 - The purchase contract is understood to be resolutively conditioned upon non-payment or non-authorization of debit of the Total Amount Due (understood as the final amount recalculated per gram during the order preparation phase). If the banking circuit denies the acquisition of pre-authorized funds, the order will consequently be cancelled without supply obligations on the part of the Seller. For Cash on Delivery orders, the payment obligation is perfected at the time of physical delivery, as regulated by Article 9.

8.5 The Seller reserves the unquestionable right to limit the purchasable quantities of certain artisanal products, exclude specific promotions, or cancel orders if critical issues arise in the supply of goods from local artisans.

 

Article 9. Payment Methods

9.1 The following payment methods are accepted on the Website, managed in total security through encryption protocols directly on the service providers' servers (without the Seller ever having access to or storing financial data):

  • Payment cards (via Shopify Payments circuit: VISA, MasterCard, PostePay, American Express, Maestro, Union Pay, Bancontact)
  • Digital Wallets (PayPal, Apple Pay, Google Pay)
  • Cash on Delivery (available exclusively for shipments within Italy)
  • Advance Bank Transfer

9.2 Electronic Payment Management (Cards and Wallets): In total derogation from immediate debit systems, for all payments made via cards, PayPal, or digital wallets, only a single and exclusive pre-authorization of expenditure equal to the estimated total in the shopping cart is executed at the time of order. The real and definitive debit (capture) will be executed by the Seller only and exclusively before entrusting the package to the courier, adjusting the final amount downwards based on the actual weighing of variable artisanal products, as agreed in Article 7.6.2.

9.3 Bank Transfer Payment Management and Shipping Calendar: If the Customer chooses Bank Transfer, they will receive the IBAN details via e-mail and must arrange payment within 1 (one) working day, promptly sending the accounting receipt. Order processing and shipping follow general shipping rules and the availability of local producers:

  • Processing Window (Cut-off): The Seller ships on Tuesdays and Wednesdays of each week exclusively orders for which payment has been definitively credited and verified by Sunday evening of the previous week.
  • Missing or delayed credit: If the bank transfer is not an instant transfer, or in any case is not accounted for in the Seller's systems by Sunday evening, the order cannot be prepared for the immediately subsequent shipping days (Tuesday/Wednesday). In this case, shipping will be automatically rescheduled and postponed to the following week, after verifying the successful outcome of the payment.
  • Automatic cancellation: If the actual credit of funds to the Seller's current account does not occur within 5 working days from the order submission, the order will be definitively cancelled due to expiration of terms.

Please indicate the following data in the bank transfer description:

  • the order reference number
  • the order date
  • name and surname of the order holder, if different from that of the account holder from which the bank transfer originates.

9.4 - Management of Cash on Delivery Payment: Cash on delivery payment is subject to a fixed surcharge included in the order total as a logistics carrier management cost. Upon physical delivery by the courier, the Customer is required to pay the final amount calculated on the actual weights and communicated by the Seller via email or WhatsApp. Payment must be made exclusively in cash.

9.5 Default on Cash on Delivery: As these are perishable food and artisanal products for which the law excludes the right of withdrawal, the Customer assumes the legal obligation to be present for delivery and to pay the courier. If the delivery is unsuccessful due to the Customer's unjustified refusal, absence, or unavailability of the recipient, the contract will be terminated by right due to the Customer's default pursuant to art. 1456 of the Civil Code, and the Seller reserves the right to take legal action for debt recovery and compensation for damage related to perishable products that have been destroyed. Any refunds due to customers who used cash on delivery will be processed exclusively via bank transfer to the IBAN provided by the Customer.

9.6 - The Seller reserves the unquestionable right to deactivate the cash on delivery option in the cart for particular remote destinations, exceptionally high-value orders, or users who have historically recorded anomalous rates of missed deliveries or uncollected shipments.

Art. 10. Delivery of Products and Storage of Products by the Customer

10.1 There are no geographical limitations to delivery within the national territory and serviced European Union countries. The Customer is solely responsible for the correctness, accuracy, and completeness of the shipping details provided (including postcode, house number, and name on the doorbell) [3.2]. Any additional costs or missed deliveries resulting from incorrect data will be entirely borne by the Customer [3.4, 9.5].

10.2 Shipping costs can be fixed, variable, or free above certain spending thresholds. These conditions vary based on the destination country and are clearly indicated in the cart before order completion and described on the dedicated information page on the Website.

10.3 Shipping Days for Italy and Europe (EU): In order to ensure the perfect maintenance of the cold chain and strictly avoid perishable food products remaining in logistics warehouses over the weekend, the Seller adopts the following shipping calendar:

  • National Shipments (Italy): Orders containing cured meats and cheeses are entrusted to the carrier exclusively on Tuesdays and Wednesdays (excluding public holidays).
  • European Shipments (European Union): Orders destined for European Union member countries depart regularly on Tuesday via high-performance express courier services (e.g., DHL Express). In order to guarantee delivery by Friday of the same week and exclude weekend storage abroad, the Seller reserves the unquestionable right – in exceptional cases, for specific geographical destinations or in conjunction with local holidays – to anticipate the international shipment's departure to Monday.

10.4 - In partial derogation of the ordinary terms and in accordance with art. 61 of the Consumer Code, the Customer accepts that the overall delivery times run exclusively from the moment the package is actually entrusted to the carrier according to the calendars described in point 10.3 (and conditional on the successful payment or accounting of the bank transfer by Sunday evening) and not from the date of mere electronic transmission of the order on the Website. Delivery will in any case take place within the maximum legal term of thirty days.

10.5 - The Seller is exempt from any liability for delivery delays or missed deliveries attributable to force majeure, strikes by logistics carriers, traffic blocks, exceptional weather events, or unpredictable courier service disruptions.

10.6 - Verification of goods and Acceptance with Reservation: Upon delivery by the courier, the Customer is required to verify the number of packages and the condition of the external packaging. If the package shows obvious signs of tampering, alteration, breakage, or wetting, the Customer must accept the package by strictly writing "Specific Control Reservation" on the courier's receipt, describing the anomaly found (e.g., "I accept with reservation due to wet/crushed box"). Alternatively, they have the right to refuse the package by indicating the reason on the carrier's transport document. The Customer is invited to promptly notify the Seller's customer service of the incident.

10.7 - Availability and Monitoring Obligation (Tracking): The Customer is required to constantly monitor the shipment status using the tracking number automatically sent or communicated via email/WhatsApp by the Seller or the carrier [4.4]. The Customer is obliged to ensure their presence (or that of an authorized representative) at the indicated address on the day and within the delivery time slot provided by the courier.

10.8 - Exclusion of Liability for Uncollected Fresh Products: If delivery is unsuccessful or delayed due to:

  • Absence of the recipient or their representative at the first delivery attempt;
  • Failure to collect or delayed collection of the shipment that went into storage;
  • Unjustified refusal of the package by the Customer;
    the Seller will not be liable in any way for the consequent deterioration or organoleptic alteration of fresh food products (cheeses and cured meats). In such circumstances, due to the perishable nature of the goods, no refund, compensation, or free re-shipment will be due to the Customer, without prejudice to the Seller's right to claim reimbursement for the logistics costs incurred (Art. 9.5).

10.9 - The Seller adopts, where necessary:

·        isothermal packaging;

·        food-grade refrigerants;

·        thermal containers;

·        refrigerated transport services;

other suitable technical solutions for product preservation during transport.

To ensure the maintenance of the cold chain and preserve the organoleptic properties of perishable artisanal food products, the Seller uses specialized thermal packaging (e.g., isothermal EPS boxes with gel ice packs) and/or specialized logistics carriers for temperature-controlled transport.

10.10 The delivery times indicated on the Website are calculated to minimize or even exclude the storage of perishable products in logistics warehouses. Shipments containing fresh or perishable products are made exclusively on Tuesdays and Wednesdays (excluding public holidays), to prevent goods from remaining in the courier's depots over the weekend.

10.11 The Seller reserves the right to make partial deliveries if part of the order is temporarily unavailable from local artisans, according to the methods and safeguards for actual charges already provided for in Article 5 of these Conditions.

10.12 Responsibility for Domestic Storage: Once physical delivery has been made to the indicated address, ownership of the goods transfers to the Customer and, with it, full responsibility for the correct food preservation of the products. As these are typical artisanal cured meats and cheeses, often without industrial preservatives, the Customer is obliged to strictly adhere to the thermal instructions on the labels of individual producers (e.g., "store in the refrigerator between 0°C and +4°C"). The Seller is expressly exempt from any liability and will not be responsible for abnormal mold, organoleptic alterations, or deterioration occurring after delivery and attributable to inadequate, incorrect, negligent, or late storage by the Customer or third parties.

10.13 - The customer is invited to promptly check the condition of the products received and report any anomalies as soon as reasonably possible.

10.14 - In accordance with current regulations on environmental packaging labeling, the Seller invites the Customer to consult the dedicated page on the Website or the instructions on the shipping box for the correct disposal of the packaging materials used (e.g., EPS isothermal boxes, protective cardboard, and gel ice packs), in compliance with the provisions of their Municipality of residence.

Art. 11. Right of Withdrawal and related exclusions

11.1. Pursuant to art. 52 of Legislative Decree 206/2005 (Consumer Code), the Customer who qualifies as a Consumer has the right to withdraw from the purchase contract, without specifying the reasons and without any penalty, within 14 (fourteen) days from the day on which the Customer or a third party, other than the carrier and designated by the Customer, acquires physical possession of the goods.

11.2. The right of withdrawal referred to in point 11.1 is however strictly excluded, pursuant to art. 59, letters d) and e) of the Consumer Code, for the following categories of artisanal food products on the Website:

  • Perishable food products: goods that are likely to deteriorate or expire rapidly. This category includes, by way of example and not limitation: all fresh artisanal cheeses or those with short/medium aging, cured meats and sausages (both fresh and vacuum-packed), fresh baked goods without industrial preservatives, food products whose expiration date or minimum shelf life is less than 30 days, or goods that require controlled temperature transport and storage to maintain their organoleptic characteristics and food safety.
  • Sealed products opened after delivery: sealed goods that are not suitable for return for hygienic or health protection reasons (e.g., preserves, sauces, or jars opened by the consumer) and that have been opened after delivery.

11.3. The right of withdrawal applies and can be exercised exclusively for non-perishable food products. This category includes long-life artisanal products (e.g., dry pasta, intact glass jar preserves, oil, dried legumes, liqueurs), provided that the packaging and the original guarantee seal are perfectly intact, never opened, not tampered with, and not damaged.

11.4. To exercise the right of withdrawal for non-perishable products only as per point 11.3, the Customer must inform the Seller of their decision by sending an explicit declaration (e.g., via registered mail with return receipt, email, or certified email to the contacts indicated on the Website) or by using the clear and visible digital immediate withdrawal function on the Website (electronic withdrawal button), by filling in the required data.

11.5. In case of legitimate and timely exercised withdrawal, the Customer is required to return the non-perishable products without undue delay and in any case within 14 days from the day on which they communicated the withdrawal. The direct costs and risks associated with the return of the goods will be entirely and exclusively borne by the Customer. The Seller will refund the price of the returned products within 14 days from the moment the goods are received, after technical verification of the absolute integrity of the seal and original packaging.

11.6 - The refund will be made using the same payment method used by the Customer for the initial purchase, unless otherwise expressly agreed between the parties. For orders originally paid by Cash on Delivery, the refund will be made exclusively by bank transfer to the IBAN coordinates that the Customer will be required to provide to the Seller [9.5].

Art. 12. Legal Guarantee

12.1 - All Products sold on the Website are covered by the Legal Guarantee of Conformity provided for by articles 128 et seq. of the Consumer Code. It is reserved exclusively for Consumers (private users who purchase for purposes unrelated to their professional activity) [1.1, 2.1]. Purchases made by "Professional" users (with VAT number) are subject only to the provisions on warranty for defects provided for by articles 1490 et seq. of the Civil Code.

12.2 -Duration of the Guarantee for Food Products: As these are perishable artisanal food products or for immediate consumption, the Legal Guarantee operates and covers conformity defects existing at the time of delivery that manifest themselves strictly within and no later than the expiration date (or the Minimum Shelf Life - MSL) indicated on the label of the individual artisanal product, and provided that the good has been stored correctly by the Customer in compliance with the thermal instructions indicated (Art. 10.10). It is understood that the ordinary two-year warranty applies exclusively to non-perishable goods whose natural shelf life is compatible with this term.

12.3 - The warranty does not cover in any case defects, alterations, mold proliferation, or organoleptic deterioration resulting from:

  • Improper, incorrect, or negligent domestic storage after delivery (Art. 10.12);
  • Delayed collection of the shipment or absence at delivery that altered the cold chain (Art. 10.8);
  • Unjustified refusal of the package by the Customer;

Normal and natural ripening, drying, or aging due to the living nature of the artisanal product.

12.4 Pursuant to current regulations, for food and artisanal products, natural variations between batches, vintage variations, slight differences in color, shape, marbling, or typical organoleptic nuances do not in any case constitute conformity defects, as they are evidence of manual and non-industrial processing.

12.5 - Delivery control procedure: Upon delivery by the courier, the Customer is obliged to carefully check the condition of the external packaging. If the package shows obvious signs of tampering, breakage, crushing or wetting, the Customer must:

  • Accept the delivery by strictly writing a "Specific inspection reservation" on the courier's receipt, detailing the anomaly (e.g., "accepted with reservation for wet/crushed box") [10.6];
  • Alternatively, refuse delivery by stating the reason on the transport document [10.6].

12.6 - Reporting defects and remedies: Any internal damage to the products or obvious non-conformities (e.g., punctured vacuum packaging, open or broken glass jar) must be reported to the Seller's customer service via e-mail or WhatsApp no later than 3 (three) days from the delivery date, attaching clear photographic documentation of the damage, the product and the shipping box.

12.7 - In the event of an ascertained and timely conformity defect, the Seller will, at its own expense and in agreement with the Customer, send an identical replacement product (subject to availability from the local artisan) or issue a partial or total refund of the amount paid using the same payment method or via bank transfer (for cash on delivery) [9.2, 9.5]. As these are food products, for obvious hygienic-sanitary and health protection reasons, the physical return of the damaged or deteriorated item to the Seller is neither required nor permitted.

Art. 13. Manufacturer's conventional warranty

13.1 Products sold on the Website may, depending on their nature, be covered by a conventional warranty issued by the manufacturer (Conventional Warranty). You can only enforce this warranty against the manufacturer. The duration, extent, including territorial, conditions and methods of use, types of damages/defects covered and any limitations of the Conventional Warranty depend on the individual manufacturer. The Conventional Warranty is voluntary in nature and does not replace, limit, or prejudice or exclude the Legal Warranty.

Art. 14. Applicable law, competent court and alternative dispute resolution (ADR)

14.1 Purchase contracts concluded through the Website are entirely governed by Italian law [1.1, 4.1]. The application of any more favorable and mandatory provisions provided by the law of the country in which European consumer users habitually reside, if they do not habitually reside in Italy, remains unaffected.

14.2 Determination of the Competent Court:

  • For the Consumer user: for any dispute relating to the application, execution, validity and interpretation of this document, the court of the place where the consumer resides or has elected domicile shall have exclusive jurisdiction.
  • For the Professional user (B2B): for any dispute relating to the application, execution, validity and interpretation of these Conditions, the parties designate the Court of Venice as having exclusive jurisdiction, to the exclusion of any other court.

14.3 Pursuant to art. 141-sexies, paragraph 3 of the Consumer Code, the Seller informs the user who qualifies as a consumer pursuant to art. 3, paragraph 1, letter a) of the Consumer Code that, in the event that he has submitted a complaint directly to the Seller, as a result of which it has not been possible to resolve the dispute, the Seller will provide information regarding the Alternative Dispute Resolution body or bodies for the out-of-court resolution of disputes relating to obligations arising from a contract concluded on the basis of these General Conditions of Sale (ADR bodies, as indicated in articles 141-bis et seq. of the Consumer Code), specifying whether or not it intends to use such bodies to resolve the dispute.

14.4 In accordance with the changes introduced by Regulation (EU) 2024/3228 which definitively closed the European ODR platform, the Customer is informed that the official and updated list of consumer dispute resolution bodies active in the Member States of the European Union, including contact details, can be freely consulted through the institutional portal of the European Commission at the following address: europa.eu.

14.5 In any case, the consumer user's right to appeal to the competent ordinary court for disputes arising from these General Conditions of Sale remains unaffected, whatever the outcome of the out-of-court dispute resolution procedure relating to consumer relations by recourse to the procedures referred to in Part V, Title II-bis of the Consumer Code.

14.6 The consumer user residing in a Member State of the European Union other than Italy may also access the European procedure established for small claims regulated by Regulation (EC) No. 861/2007, provided that the value of the dispute does not exceed the total amount of Euro 5,000.00 (excluding interest, duties and expenses). The official text of the European legislation can be consulted on the European Union portal at europa.eu.

Art. 15. Customer service and complaints

15.1 - It is possible to request information, send official communications, request logistics assistance or submit written complaints by contacting the Seller directly through the following methods:

  • By e-mail, to the following address: info@casoinonline.it
  • By phone or messaging, to the following number: 377 3451998

15.2 - The Seller will handle received requests or reports and undertakes to respond as quickly as reasonably possible, compatible with working hours and the technical complexity of the report.

 

15.3 - If the complaint concerns damaged, altered or non-conforming products (e.g. deteriorated vacuum packaging or broken jars), the Customer is required to provide suitable digital photographic documentation of both the internal goods and the external shipping packaging, within the peremptory deadline of 3 (three) days from delivery as provided for in Article 12.6 of these Conditions.

 

15.4 - The Seller will not consider complaints or requests for compensation/replacement for perishable food products if the report is made beyond the indicated expiry terms or if negligent and untimely handling of the goods by the recipient is ascertained.

 

Art. 16 – Sale of Alcoholic Beverages

 

16.1 - In accordance with current Italian legislation (art. 7 D.L. n. 158/2012, converted into Law n. 189/2012) and the corresponding European directives, the Seller does not in any case sell alcoholic beverages (including wines, beers and craft spirits) to individuals under 18 (eighteen) years of age.

 

16.2 - By placing a purchase order on the Website that contains one or more alcoholic beverages, the Customer declares and guarantees, under his exclusive criminal and civil responsibility, to have already reached the age of eighteen (or the different age of majority legally required for the purchase of alcohol in his country of residence or shipment).

 

 

16.3 - The Customer acknowledges and accepts that the actual recipient responsible for collecting the shipment containing alcoholic beverages must also be of legal age. The logistics carriers appointed by the Seller reserve the right to request a valid identification document at the time of package delivery; if the recipient refuses or is underage, the goods will not be delivered and the order will be handled as a failed collection due to the Customer's fault (Art. 10.8).

 

16.4 - The Seller reserves the unquestionable right to refuse, suspend or immediately cancel the purchase order if there are well-founded and reasonable doubts about the veracity of the personal data or the age requirements of the buyer or recipient.

 

16.5 - European customs and tax restrictions (Excise duties): Due to the special tax regimes and stringent national regulations governing the circulation and payment of excise duties on alcoholic products within the European Union, the Seller reserves the right to limit, exclude or cancel the sale and shipment of alcoholic beverages to specific countries or extra-national territories. If an international order for alcoholic beverages cannot be fulfilled due to restrictions imposed by logistics carriers or customs bureaucratic incompatibilities of the EU destination country, the Seller will cancel the order and release the funds (Art. 5.3), without any liability or obligation for compensation.

 

Art. 17 - Force Majeure and limitation of liability

 

17.1 - The Seller shall not be held responsible for any delays in delivery, non-performance, deterioration of goods or absolute impossibility to fulfill its contractual obligations if such anomalies are caused directly or indirectly by Force Majeure events or circumstances, in any case, beyond its reasonable control.

 

17.2

By way of example and not exhaustive, Force Majeure events and fortuitous events include:

 

  • Natural disasters, earthquakes, floods, fires and exceptional weather events that prevent the correct thermal preservation or movement of food packages;
  • Epidemics, pandemics and consequent health containment measures;
  • General or local, national and European strikes, road, air or rail transport blockages, or sudden operational unavailability of appointed logistics carriers (e.g. BRT Fresh or DHL);
  • Prolonged interruptions of IT networks, electronic payment systems, web servers or external telecommunications;
  • Measures, customs blockages, ordinances or extraordinary restrictions issued by national or international public authorities.

 

17.3 - Referral for unavailability of producers: Situations related to the non-supply or exhaustion of food batches by individual local Venetian artisans do not constitute Force Majeure events, but are independently regulated and protected by the specific provisions in favor of the Seller provided for in Article 5 of these General Conditions.

 

17.4 - Upon the occurrence of a Force Majeure event, the Seller will adopt every reasonable logistical and technical measure at its disposal to limit its damaging effects and undertakes to promptly inform the Customer via e-mail or WhatsApp message, proposing the cancellation of the order (with total release of the pre-authorized amount) or the rescheduling of the shipment as soon as the emergency has ceased.