Terms & Conditions

Last Updated: July 9, 2026

These Terms and Conditions of Sale ("Terms") govern all purchases made through the PENSATO website available at www.pensato.com (the "Website") and constitute a legally binding agreement between PENSATO SARL ("PENSATO", "we", "our", or "us") and any person purchasing products through the Website ("Customer", "you", or "your").

Please read these Terms carefully before placing an order.

By placing an order through the Website, you acknowledge that you have read, understood and agreed to be legally bound by these Terms.

If you do not agree with these Terms, you must not place an order.

 

 

ARTICLE 1 — COMPANY INFORMATION

PENSATO SARL

Share Capital: €146,000

Registered Office:

2 Boulevard d'Italie

98000 Monaco

Registered with the Monaco Trade and Companies Register under number 11S05600

VAT Number: FR 09 000 094 671

Email:

contact@pensato.com

Website:

www.pensato.com

 

 

ARTICLE 2 — SCOPE

These Terms apply to every purchase made through www.pensato.com unless otherwise agreed in writing.

They apply regardless of the country from which an order is placed.

Certain mandatory consumer protection laws applicable in the country of residence of the Customer may apply in addition to these Terms where legally required.

If any provision of these Terms conflicts with mandatory consumer protection legislation, the mandatory legal provision shall prevail only to the extent required by law, while the remaining provisions shall remain fully valid and enforceable.

 

 

ARTICLE 3 — DEFINITIONS

For purposes of these Terms:

Products means all products offered for sale by PENSATO including olive oils, vinegars, gourmet foods, condiments and related products.

Order means any purchase submitted through the Website.

Carrier means any transport company used by PENSATO including, but not limited to, DHL, FedEx, UPS, Colissimo or any other logistics provider.

International Shipment means any shipment crossing one or more customs borders.

Import Charges include customs duties, import VAT, GST, local taxes, customs brokerage fees, customs clearance fees, handling fees, inspection fees or any governmental charges imposed by the destination country.

 

 

ARTICLE 4 — ELIGIBILITY

By placing an Order, you represent and warrant that:

  • you are legally capable of entering into binding contracts;

  • all information provided is true, complete and accurate;

  • the Products are intended for lawful personal or commercial use;

  • you are authorized to use the selected payment method.

PENSATO reserves the right to refuse any Order where these conditions are not satisfied.

 

 

ARTICLE 5 — PRODUCTS

We make every effort to accurately describe and photograph our Products.

However:

  • photographs are illustrative only;

  • colors may vary depending on screen settings;

  • packaging may occasionally differ;

  • harvest dates may vary;

  • bottle labels may evolve over time.

Because our products are natural and artisan-made, slight variations in taste, aroma, texture, color, sediment or appearance are normal and shall not constitute defects.

Such natural variations shall never constitute grounds for cancellation, refund or replacement.

 

 

ARTICLE 6 — PRODUCT AVAILABILITY

All Products are offered subject to availability.

PENSATO reserves the right to discontinue any Product without notice.

If a Product becomes unavailable after an Order has been placed, PENSATO may, at its sole discretion:

  • offer an equivalent replacement;

  • partially fulfil the Order;

  • cancel the unavailable portion;

  • issue a refund for unavailable Products only.

PENSATO shall have no liability arising from Product unavailability.

 

 

ARTICLE 7 — PRICES

All prices displayed on the Website are shown in Euros unless otherwise specified.

Prices include VAT where legally applicable.

Shipping charges, customs duties, taxes and import charges are calculated separately unless expressly stated otherwise.

PENSATO reserves the right to modify prices at any time before an Order is placed.

The applicable price shall be the one displayed at the moment the Order is confirmed.

Obvious pricing errors, technical mistakes or system malfunctions do not create any obligation to sell Products at an incorrect price.

Where such errors occur, PENSATO reserves the right to cancel the affected Order and issue a full refund.

 

 

ARTICLE 8 — INTERNATIONAL SALES, IMPORT DUTIES AND CUSTOMS

PENSATO sells and ships Products worldwide.

Orders may be dispatched from Monaco, Italy, or any other fulfillment location designated by PENSATO.

The Customer acknowledges that international shipments may be subject to customs procedures imposed by the destination country.

The Customer is solely responsible for:

  • all customs duties;

  • import VAT;

  • GST;

  • local taxes;

  • customs brokerage fees;

  • customs clearance charges;

  • inspection fees;

  • administrative fees;

  • storage fees imposed by customs or the Carrier;

  • any other governmental or carrier-related import charges.

These charges are not included in the purchase price unless expressly stated otherwise.

PENSATO has no control over such charges and cannot predict their amount.

The Customer remains solely responsible for verifying applicable import requirements before placing an Order.

Failure to do so shall not constitute grounds for cancellation, refund or compensation.


ARTICLE 9 — SHIPPING, DELIVERY AND TRANSFER OF RISK

PENSATO ships to numerous countries worldwide through selected logistics partners, including but not limited to DHL, FedEx, UPS, Colissimo and other reputable carriers.

Estimated delivery times displayed on the Website are provided solely for informational purposes and do not constitute guaranteed delivery dates.

Delivery times may vary depending on:

  • destination country;

  • customs procedures;

  • carrier operations;

  • weather conditions;

  • public holidays;

  • governmental inspections;

  • force majeure events;

  • other circumstances beyond PENSATO's reasonable control.

PENSATO shall not be liable for delivery delays caused by customs authorities, governmental agencies or third-party carriers.

Risk of accidental loss or damage transfers to the Customer upon physical delivery of the Products to the delivery address specified in the Order.

Ownership of the Products transfers only after full payment has been received.

 

 

ARTICLE 10 — CUSTOMER SHIPPING RESPONSIBILITIES

The Customer is solely responsible for providing complete, accurate and up-to-date shipping information.

This includes, without limitation:

  • full recipient name;

  • complete delivery address;

  • postal code;

  • telephone number;

  • email address;

  • apartment or suite numbers;

  • company name where applicable;

  • any information required by local customs authorities.

PENSATO shall not be responsible for failed deliveries resulting from inaccurate, incomplete or outdated information provided by the Customer.

Any additional shipping charges resulting from incorrect shipping information shall be borne exclusively by the Customer.

 

 

ARTICLE 11 — CUSTOMS CLEARANCE OBLIGATIONS

For international shipments, the Customer acknowledges and agrees that they are the importer of record unless otherwise specified.

The Customer shall be solely responsible for:

  • responding promptly to any communication from customs authorities or the Carrier;

  • providing any requested identification or import documentation;

  • completing all customs clearance formalities;

  • paying all applicable import duties, taxes and governmental charges;

  • complying with all local import regulations.

Failure to cooperate with customs authorities or the Carrier shall constitute a Customer-caused delivery failure.

PENSATO shall have no obligation to intervene in customs procedures or communicate with customs authorities on behalf of the Customer.

 

 

ARTICLE 12 — IMPORT DUTIES, TAXES AND CUSTOMS FEES

International shipments may be subject to import duties, customs duties, VAT, GST, brokerage fees, customs processing charges, inspection fees or other governmental charges imposed by the destination country.

Such charges are determined exclusively by the customs authorities of the destination country.

PENSATO does not collect, estimate or control these charges unless expressly stated otherwise during checkout.

The Customer is solely responsible for paying all such charges.

Failure or refusal to pay these charges shall not constitute grounds for:

  • cancellation of the Order;

  • refusal of payment;

  • chargeback claims;

  • refund requests;

  • compensation claims.

 

 

ARTICLE 13 — FAILURE TO COMPLETE CUSTOMS CLEARANCE

If the Customer fails to:

  • pay import duties;

  • pay customs charges;

  • submit requested documentation;

  • provide identification requested by customs;

  • respond to communications from the Carrier;

  • cooperate with customs authorities;

the resulting consequences shall be entirely the responsibility of the Customer.

PENSATO shall not be liable for:

  • customs delays;

  • storage fees;

  • customs penalties;

  • customs inspections;

  • shipment returns;

  • shipment abandonment;

  • destruction of Products;

  • confiscation by customs authorities.

 

 

ARTICLE 14 — REFUSED, UNCLAIMED OR ABANDONED SHIPMENTS

An Order shall be deemed refused or abandoned where the Customer:

  • refuses delivery;

  • refuses to pay import charges;

  • fails to complete customs clearance;

  • fails to respond to the Carrier;

  • fails to collect the shipment within the time prescribed by the Carrier;

  • provides an incorrect or incomplete address;

  • refuses customs inspection procedures.

In such circumstances, PENSATO shall not be responsible for any resulting loss.

Where applicable, any refund may be reduced by:

  • outbound shipping costs;

  • return shipping costs;

  • customs brokerage fees;

  • storage fees;

  • administrative charges;

  • carrier handling fees;

  • customs penalties imposed on the shipment;

  • any other costs actually incurred by PENSATO.

Where the Products are destroyed, abandoned or permanently confiscated by customs authorities due to the Customer's failure to fulfil their obligations, no refund shall be due except where mandatory law requires otherwise.

 

 

ARTICLE 15 — RETURNED SHIPMENTS

Where Products are returned to PENSATO because of circumstances attributable to the Customer, including but not limited to:

  • refusal to accept delivery;

  • refusal to pay customs duties;

  • failure to complete customs clearance;

  • incorrect address;

  • unsuccessful delivery attempts;

  • failure to collect the shipment;

PENSATO reserves the right to charge the Customer all additional costs incurred.

These costs may include:

  • outbound freight;

  • return freight;

  • customs charges;

  • storage costs;

  • brokerage fees;

  • administrative expenses;

  • re-importation costs;

  • handling charges.

Should the Customer request that the returned shipment be dispatched again, a new shipping charge together with any applicable customs duties and import charges shall be payable prior to reshipment.

 

 

ARTICLE 16 — CARRIER COMMUNICATIONS

The Customer agrees to regularly monitor all communications sent by:

  • PENSATO;

  • the Carrier;

  • customs authorities.

This includes emails, telephone calls, SMS messages and tracking notifications.

Failure to read or respond to such communications shall not relieve the Customer of their obligations under these Terms.

PENSATO shall not be responsible for delivery failures resulting from the Customer's failure to respond to carrier notifications.

 

 

ARTICLE 17 — CUSTOMS DELAYS

International shipments may be delayed due to customs inspections or governmental procedures.

Such delays are beyond the control of PENSATO.

Delivery estimates shall automatically be extended for the duration of any customs processing.

No compensation, refund or cancellation shall arise solely because customs clearance requires additional time.


ARTICLE 18 — INSPECTION UPON DELIVERY

The Customer shall inspect the Products immediately upon delivery.

Any visible damage, missing Products, incorrect Products or delivery discrepancies must be reported to PENSATO within 48 hours of delivery by email at contact@pensato.com, together with:

  • the order number;

  • a description of the issue;

  • clear photographs of the Products;

  • photographs of the shipping box;

  • photographs of the shipping label;

  • any supporting documentation reasonably requested by PENSATO.

Failure to notify PENSATO within this period may affect the Customer's ability to obtain a replacement or compensation to the extent permitted by applicable law.

Nothing in this Article limits any mandatory statutory rights granted under applicable consumer protection legislation.

 

 

ARTICLE 19 — DAMAGED, LOST OR INCORRECT PRODUCTS

If a Product arrives damaged, defective, incomplete or incorrect due to an error attributable to PENSATO, we will, at our sole discretion and where appropriate:

  • replace the affected Product;

  • resend the missing Product;

  • issue a partial refund;

  • issue a full refund where legally required.

Claims shall be assessed individually.

PENSATO reserves the right to request additional evidence before approving any claim.

Claims made without sufficient supporting evidence may be refused.

PENSATO shall not be liable for damage occurring after delivery due to improper storage, misuse or handling by the Customer.

 

 

ARTICLE 20 — NATURAL PRODUCTS DISCLAIMER

PENSATO specializes in artisan food products produced using traditional methods.

Due to their natural origin:

  • color may vary;

  • aroma may vary;

  • taste may vary;

  • sediment may naturally appear;

  • olive oil may become cloudy at low temperatures;

  • packaging details may evolve over time.

Such characteristics are normal and shall not constitute defects.

Seasonal variations resulting from harvest conditions are inherent to artisan agricultural production.

These natural differences shall not entitle the Customer to cancellation, replacement or refund.

 

 

ARTICLE 21 — STORAGE OF PRODUCTS

The Customer is responsible for storing Products under appropriate conditions after delivery.

Unless otherwise indicated, Products should be stored:

  • away from direct sunlight;

  • away from excessive heat;

  • in a cool and dry environment;

  • with bottles properly sealed after opening.

PENSATO shall not be liable for deterioration resulting from improper storage after delivery.

 

 

ARTICLE 22 — PAYMENT

Orders must be paid in full before shipment.

Accepted payment methods may include:

  • Visa;

  • Mastercard;

  • American Express;

  • PayPal;

  • Apple Pay;

  • Google Pay;

  • Shop Pay;

  • Bank Transfer;

  • any additional payment methods displayed during checkout.

PENSATO reserves the right to refuse any payment method at its discretion.

No shipment shall be dispatched until payment has been successfully authorized.

 

 

ARTICLE 23 — PAYMENT FRAUD AND ORDER VERIFICATION

PENSATO reserves the right to verify any Order before shipment.

For fraud prevention purposes, we may request additional information, including but not limited to:

  • proof of identity;

  • proof of address;

  • payment verification;

  • confirmation of billing information.

Failure to provide requested information within a reasonable period may result in cancellation of the Order.

PENSATO reserves the absolute right to refuse or cancel any Order suspected of:

  • fraud;

  • unauthorized payment;

  • identity theft;

  • money laundering;

  • sanctions violations;

  • export restrictions;

  • abuse of promotional offers;

  • commercial resale contrary to these Terms.

In such cases, any payment received shall be refunded using the original payment method, unless prohibited by law.

 

 

ARTICLE 24 — RIGHT TO REFUSE ORDERS

PENSATO reserves the right, at its sole discretion, to refuse, suspend or cancel any Order, including but not limited to where:

  • Products are unavailable;

  • pricing errors occur;

  • fraudulent activity is suspected;

  • the Customer has previously breached these Terms;

  • payment cannot be verified;

  • export restrictions apply;

  • applicable laws prohibit the transaction.

PENSATO shall not be liable for any indirect loss arising from the cancellation of an Order.

 

 

ARTICLE 25 — RETURNS

Returns shall be governed by PENSATO's Refund Policy, which forms an integral part of these Terms.

Except where mandatory law provides otherwise:

  • Products must be returned unopened;

  • Products must remain unused;

  • original packaging must be preserved;

  • Products must be adequately protected during return transport.

Opened food products cannot be accepted for return for hygiene and food safety reasons, except where required by applicable law.

The Customer remains responsible for ensuring returned Products arrive safely.

PENSATO strongly recommends using a tracked and insured shipping service.

 

 

ARTICLE 26 — CHARGEBACKS

Customers agree to contact PENSATO before initiating any payment dispute or chargeback with their payment provider.

Where a chargeback is initiated despite the successful delivery of Products or in breach of these Terms, PENSATO reserves the right to provide all relevant documentation to the payment processor, including but not limited to:

  • proof of delivery;

  • shipment tracking;

  • customs documentation;

  • communications exchanged with the Customer;

  • photographs;

  • carrier confirmations.

Fraudulent or abusive chargebacks may result in:

  • refusal of future Orders;

  • recovery of outstanding amounts;

  • legal action where appropriate.

Nothing in this Article limits the Customer's legal rights to dispute unauthorized or fraudulent transactions.

 

 

ARTICLE 27 — FORCE MAJEURE

PENSATO shall not be liable for any failure or delay in performing its obligations where such failure or delay results from circumstances beyond its reasonable control, including but not limited to:

  • natural disasters;

  • pandemics;

  • epidemics;

  • war;

  • terrorism;

  • civil unrest;

  • governmental actions;

  • strikes;

  • carrier disruptions;

  • customs delays;

  • port congestion;

  • cyberattacks;

  • power failures;

  • internet outages;

  • supply chain disruptions;

  • shortages of raw materials;

  • extreme weather conditions;

  • fires;

  • floods;

  • earthquakes.

Performance shall be suspended for the duration of the force majeure event.

ARTICLE 28 — LEGAL WARRANTIES

Nothing in these Terms excludes or limits any mandatory statutory rights available to consumers under applicable law.

Where applicable, Products benefit from all mandatory legal guarantees provided by the laws governing consumer sales.

If a Product is found to be defective due to a manufacturing fault existing at the time of delivery, PENSATO will, where legally required and at its discretion:

  • repair the Product where possible;

  • replace the Product;

  • provide a partial refund;

  • provide a full refund.

This Article does not apply to defects resulting from:

  • normal wear and tear;

  • accidental damage;

  • misuse;

  • improper storage;

  • improper handling;

  • unauthorized modification;

  • failure to follow storage recommendations;

  • natural variations inherent to artisan food products.

 

 

ARTICLE 29 — LIMITATION OF LIABILITY

To the fullest extent permitted by applicable law, PENSATO shall not be liable for any indirect, incidental, consequential, exemplary, punitive or special damages arising out of or relating to the purchase, delivery or use of the Products.

This includes, without limitation:

  • loss of profits;

  • loss of business;

  • loss of opportunity;

  • loss of revenue;

  • loss of contracts;

  • loss of goodwill;

  • loss of anticipated savings;

  • business interruption;

  • reputational damage;

  • indirect financial losses.

PENSATO's total aggregate liability arising from any claim relating to an Order shall not exceed the amount actually paid by the Customer for the Products giving rise to the claim, except where such limitation is prohibited by mandatory law.

Nothing in these Terms excludes liability for:

  • fraud or fraudulent misrepresentation;

  • death or personal injury caused by negligence where liability cannot legally be excluded;

  • any liability that cannot legally be limited or excluded under applicable law.

 

 

ARTICLE 30 — EXPORT COMPLIANCE

Customers are solely responsible for ensuring that Products may legally be imported into their country of destination.

PENSATO makes no representation that Products are lawful for import into every jurisdiction.

Customers shall comply with all applicable:

  • import regulations;

  • food regulations;

  • customs regulations;

  • sanctions laws;

  • export control laws.

PENSATO shall not be liable where Products cannot be imported due to restrictions imposed by the destination country.

 

 

ARTICLE 31 — INTELLECTUAL PROPERTY

All intellectual property rights relating to the Website and the Products remain the exclusive property of PENSATO or its licensors.

This includes, without limitation:

  • trademarks;

  • logos;

  • product names;

  • photographs;

  • graphics;

  • packaging designs;

  • illustrations;

  • videos;

  • written content;

  • recipes;

  • marketing materials;

  • software.

No content may be copied, reproduced, distributed, modified, translated, published or commercially exploited without PENSATO's prior written consent.

Unauthorized use may result in civil and criminal proceedings.

 

 

ARTICLE 32 — WEBSITE USE

The Customer agrees not to:

  • misuse the Website;

  • interfere with its operation;

  • introduce viruses or malicious software;

  • attempt unauthorized access;

  • scrape or copy Website content;

  • use automated purchasing systems without authorization.

PENSATO reserves the right to suspend access to any user engaging in abusive or unlawful conduct.

 

 

ARTICLE 33 — PRIVACY

Personal information is processed in accordance with PENSATO's Privacy Policy.

Information collected may be used for:

  • order processing;

  • shipping;

  • payment verification;

  • fraud prevention;

  • customer service;

  • legal compliance;

  • marketing communications where permitted.

Personal information may be shared with payment providers, logistics partners, customs brokers and governmental authorities where necessary to complete an Order or comply with legal obligations.

 

 

ARTICLE 34 — ELECTRONIC COMMUNICATIONS

By placing an Order, the Customer agrees to receive communications electronically.

Such communications may include:

  • order confirmations;

  • invoices;

  • shipping notifications;

  • customs requests;

  • customer service communications;

  • updates regarding these Terms.

Electronic communications satisfy any legal requirement that communications be made in writing.

 

 

ARTICLE 35 — GOVERNING LAW

These Terms shall be governed by the laws applicable in the Principality of Monaco, except where mandatory consumer protection laws require the application of another law.

The application of the United Nations Convention on Contracts for the International Sale of Goods (CISG) is expressly excluded.

 

 

ARTICLE 36 — DISPUTE RESOLUTION

The parties agree to first attempt to resolve any dispute amicably.

Customers are encouraged to contact PENSATO before initiating legal proceedings.

Where mandatory law grants jurisdiction to the courts of the Customer's country of residence, nothing in these Terms limits those statutory rights.

Otherwise, disputes shall fall within the exclusive jurisdiction of the competent courts of Monaco.

 

 

ARTICLE 37 — SEVERABILITY

If any provision of these Terms is determined by a competent court to be invalid, illegal or unenforceable, that provision shall be modified or interpreted to the minimum extent necessary to make it enforceable.

The remaining provisions shall remain in full force and effect.

 

 

ARTICLE 38 — NO WAIVER

Failure by PENSATO to enforce any provision of these Terms shall not constitute a waiver of that provision or of any other right.

Any waiver shall only be effective if made expressly in writing.

 

 

ARTICLE 39 — ASSIGNMENT

PENSATO may assign, transfer or subcontract any of its rights or obligations under these Terms without prior notice.

Customers may not assign or transfer their rights or obligations without PENSATO's prior written consent.

 

 

ARTICLE 40 — ENTIRE AGREEMENT

These Terms, together with the Refund Policy, Privacy Policy, Shipping Policy and any policies expressly incorporated by reference, constitute the entire agreement between the parties concerning the sale of Products through the Website.

They supersede all previous communications, representations and agreements relating to the same subject matter.

 

 

ARTICLE 41 — CHANGES TO THESE TERMS

PENSATO reserves the right to amend these Terms at any time.

Any revised version shall become effective upon publication on the Website.

Orders shall remain governed by the version of the Terms in force at the time the Order was placed.

 


ARTICLE 42 — FOOD PRODUCTS, ALLERGENS AND CONSUMER RESPONSIBILITY

 

PENSATO Products are gourmet food products intended solely for culinary use.

Unless expressly required by applicable law, no statement made on the Website, product packaging, marketing materials, social media channels or other communications shall be interpreted as medical, therapeutic, pharmaceutical or health advice, nor as a guarantee of any specific health benefit or outcome.

Product descriptions are provided for informational purposes only and are not intended to diagnose, treat, cure or prevent any disease or medical condition.

Customers are solely responsible for reviewing all product information, ingredient lists and allergen information before purchasing or consuming any Product.

Individuals with food allergies, intolerances or specific dietary requirements should carefully verify the suitability of each Product before consumption and, where appropriate, consult a qualified healthcare professional.

PENSATO shall not be liable for adverse reactions resulting from:

  • allergies or food intolerances;

  • individual sensitivities;

  • pre-existing medical conditions;

  • improper use of the Products;

  • consumption contrary to product instructions or warnings;

  • consumption after the recommended shelf life;

  • improper storage after delivery.

Customers are solely responsible for ensuring that Products comply with any dietary, religious or personal requirements applicable to them.

Nothing in this Article limits any mandatory statutory rights or liabilities that cannot legally be excluded under applicable law.

ARTICLE 44 — PAYMENT DISPUTES AND CHARGEBACKS

Customers agree to contact PENSATO before initiating any payment dispute or chargeback with their bank, credit card issuer or payment service provider, so that we may first attempt to resolve the matter in good faith.

Where a chargeback is initiated, PENSATO reserves the right to suspend the processing of any pending Orders associated with the Customer until the dispute has been resolved.

Where a chargeback is determined by the relevant payment provider or competent authority to be fraudulent, abusive or otherwise unjustified, PENSATO reserves the right, to the fullest extent permitted by applicable law, to recover all reasonable costs incurred in responding to and defending the chargeback, including but not limited to:

  • payment processor chargeback fees;

  • banking fees;

  • administrative costs;

  • collection costs;

  • legal fees where recoverable under applicable law;

  • court costs where awarded;

  • any unpaid purchase price;

  • any shipping, return shipping, customs or carrier charges incurred in connection with the Order.

PENSATO further reserves the right to:

  • refuse future Orders from the Customer;

  • require alternative payment methods for future purchases;

  • report fraudulent activity to payment providers, fraud prevention services or competent authorities where legally permitted.

Nothing in this Article limits the Customer's legal right to dispute genuinely unauthorized, fraudulent or erroneous payment transactions under applicable law.



ARTICLE 45 — CONTACT INFORMATION

For any questions regarding these Terms or your Order, please contact:

PENSATO SARL

2 Boulevard d'Italie

98000 Monaco

Email: contact@pensato.com

Website: www.pensato.com