Refund Policy

Last Updated: July 9, 2026

At PENSATO, customer satisfaction is extremely important to us.

Because we sell premium artisan food products worldwide, this Refund Policy explains your rights regarding cancellations, returns, replacements and refunds.

This Refund Policy forms an integral part of our Terms and Conditions of Sale.

By placing an Order through www.pensato.com, you agree to this Refund Policy.

 

 

1. RIGHT OF WITHDRAWAL

If you are purchasing as a consumer and mandatory consumer protection laws grant you a statutory right of withdrawal, you may exercise this right within fourteen (14) days from the day you, or a person designated by you (other than the Carrier), receive the Products.

To exercise your right of withdrawal, you must notify PENSATO before the withdrawal period expires by emailing:

contact@pensato.com

Your request should clearly state your decision to withdraw from the purchase.

You may use any clear written statement. No specific form is required.

 

 

2. EFFECT OF WITHDRAWAL

If your withdrawal request is valid, PENSATO will reimburse:

  • the purchase price of the returned Products;

  • the standard outbound shipping costs where required by applicable law.

Additional delivery charges resulting from expedited or premium shipping options selected by the Customer are not refundable.

Refunds will be processed within fourteen (14) days after:

  • PENSATO receives the returned Products; or

  • you provide satisfactory proof that the Products have been shipped back,

whichever occurs first.

Refunds will be made using the original payment method unless otherwise agreed.

 

 

3. RETURN CONDITIONS

Returned Products must:

  • be unused;

  • remain unopened;

  • remain sealed where applicable;

  • be returned in their original packaging;

  • include all accessories and documentation where applicable;

  • be adequately protected during transport.

Customers are responsible for properly packaging returned Products.

PENSATO strongly recommends using a tracked and insured shipping service.

Until the returned Products are received by PENSATO, the Customer bears the risk of loss or damage during return transportation.

 

 

4. PRODUCTS THAT CANNOT BE RETURNED

For food safety and hygiene reasons, PENSATO cannot accept returns of:

  • opened bottles;

  • unsealed food products;

  • partially consumed Products;

  • Products damaged after delivery;

  • Products whose safety or quality can no longer be guaranteed.

These exclusions apply except where mandatory consumer protection legislation provides otherwise.

 

 

5. INTERNATIONAL ORDERS

PENSATO ships internationally from Monaco, Italy or other designated fulfillment locations.

International shipments may be subject to:

  • customs duties;

  • import VAT;

  • GST;

  • customs brokerage fees;

  • inspection fees;

  • governmental charges;

  • administrative fees;

  • storage charges;

  • any other import-related costs imposed by the destination country.

These charges are determined exclusively by the destination country's authorities.

They are not included in the purchase price unless expressly stated during checkout.

The Customer is solely responsible for paying all applicable import charges.

 

 

6. CUSTOMER RESPONSIBILITY FOR CUSTOMS CLEARANCE

For international Orders, Customers agree to:

  • cooperate with customs authorities;

  • respond promptly to Carrier communications;

  • provide requested customs documentation;

  • pay applicable import duties and taxes;

  • comply with local import regulations.

Failure to complete customs clearance does not constitute a fault of PENSATO.

 

 

7. REFUSED OR UNCLAIMED SHIPMENTS

If an Order is:

  • refused by the Customer;

  • abandoned;

  • unclaimed;

  • returned because customs duties remain unpaid;

  • returned because the Customer failed to cooperate with customs authorities;

  • returned because of an incorrect shipping address provided by the Customer;

  • returned because delivery attempts were unsuccessful due to the Customer,

PENSATO reserves the right, to the fullest extent permitted by applicable law, to deduct from any refund amounts all reasonable costs actually incurred, including but not limited to:

  • original outbound shipping costs;

  • return shipping costs;

  • customs charges;

  • customs brokerage fees;

  • storage fees;

  • Carrier administrative charges;

  • re-importation costs;

  • handling expenses.

Where mandatory consumer protection law requires a refund, only the remaining balance, after deduction of legally deductible costs, shall be refunded.

 

 

8. SHIPMENTS DESTROYED OR CONFISCATED BY CUSTOMS

If a shipment is destroyed, abandoned or confiscated by customs authorities because the Customer:

  • failed to complete customs clearance;

  • failed to provide required documentation;

  • failed to pay applicable import charges;

  • failed to comply with local import regulations,

PENSATO shall not be responsible for such loss.

Except where mandatory law provides otherwise, no refund shall be due.

 

 

9. RESHIPPING RETURNED ORDERS

Where a shipment has been returned to PENSATO for reasons attributable to the Customer, the Customer may request that the Order be reshipped.

Before reshipment, the Customer shall be responsible for payment of:

  • new shipping charges;

  • any customs duties;

  • import taxes;

  • Carrier fees;

  • any additional costs associated with the new shipment.

Reshipment will only occur after full payment of such charges.

 

 

10. DAMAGED OR INCORRECT PRODUCTS

If you receive Products that are:

  • damaged;

  • defective;

  • incorrect;

  • incomplete,

please contact:

contact@pensato.com

within 48 hours after delivery.

Please include:

  • your Order number;

  • photographs of the Products;

  • photographs of the shipping box;

  • photographs of the shipping label;

  • a description of the issue.

Following review, PENSATO may, at its discretion:

  • replace the affected Product;

  • resend missing Products;

  • issue a partial refund;

  • issue a full refund where appropriate.

 

 

11. NATURAL PRODUCT VARIATIONS

Because PENSATO Products are artisan food products, natural variations may occur between harvests.

These variations may include differences in:

  • color;

  • taste;

  • aroma;

  • texture;

  • natural sediment.

Such characteristics are normal and do not constitute defects.

They do not entitle the Customer to a refund or replacement.

 

 

12. FRAUDULENT CLAIMS

PENSATO reserves the right to refuse any refund request that is fraudulent, abusive or unsupported by sufficient evidence.

Knowingly submitting false refund claims may result in:

  • refusal of future Orders;

  • cancellation of pending Orders;

  • reporting to payment providers;

  • legal action where appropriate.

 

 

13. PAYMENT DISPUTES

Customers are encouraged to contact PENSATO before initiating a chargeback with their payment provider.

Where a chargeback is determined to be fraudulent or abusive, PENSATO reserves the right, where permitted by applicable law, to recover all reasonable costs incurred, including:

  • payment processor fees;

  • banking fees;

  • legal costs where recoverable;

  • administrative costs;

  • shipping expenses;

  • customs-related costs;

  • collection costs.

Nothing in this Policy limits the Customer's statutory rights regarding unauthorized or fraudulent payment transactions.

 

 

14. REFUND METHOD

Approved refunds will be issued using the original payment method whenever possible.

PENSATO is not responsible for delays caused by banks, payment processors or credit card issuers.

 

 

15. CONTACT

For any questions regarding returns or refunds, please contact:

PENSATO SARL

2 Boulevard d'Italie

98000 Monaco

Email: contact@pensato.com

Website: www.pensato.com