GENERAL TERMS AND CONDITIONS OF SALE
Last updated: 10/08/2026
1. Who We Are
These terms and conditions govern the sale of products offered on the website www.acquadellelba.com (the “Website”) by Acqua dell'Elba S.r.l. Società Benefit, with registered office at Via Aldo Moro 69, 57033 Marciana Marina (LI), Italy, VAT No. 01342420492.
2. Scope of Application
These terms and conditions apply to purchases made through the Website by consumers, namely natural persons acting for purposes unrelated to any business, trade, craft or professional activity carried out.
The contracts are governed by the Italian Consumer Code (Legislative Decree No. 206/2005). Purchases made using a VAT number for professional purposes are governed by the provisions of the Italian Civil Code and do not benefit from the protections granted to consumers, including the right of withdrawal.
The version of the terms and conditions published on the Website and accepted at the time the order is placed shall prevail. Any amendments shall apply only to orders placed after their publication.
3. Products
The essential characteristics of the products are described in the relevant product pages.
Images are provided for illustrative purposes only. Minor differences in colour or packaging may result from the device used to view the Website or from packaging updates.
Products are available while stocks last. Should a product become unavailable after an order has been placed, Acqua dell'Elba will inform the customer and refund any amounts paid for the unavailable product(s).
4. Prices and Shipping Costs
All prices are expressed in Euro and include VAT.
Shipping costs are indicated prior to order confirmation and summarised in the order total. Shipping is free for orders equal to or exceeding €69, as specified on the Website.
In the event of an obvious pricing error, Acqua dell'Elba will inform the customer before shipment. The customer may then either confirm the order at the correct price or cancel it free of charge.
5. Orders and Conclusion of the Contract
To place an order, the customer must:
- select the desired products;
- add them to the shopping cart;
- complete the required information;
- review and accept these General Terms and Conditions of Sale, including the conditions relating to the right of withdrawal;
- acknowledge having read the Privacy Policy;
- confirm the order using the “BUY NOW” payment button, which entails an obligation to pay.
The contract is concluded when Acqua dell'Elba sends the order confirmation to the email address provided by the customer.
The order confirmation includes a summary of the order, information concerning the right of withdrawal and a link to these General Terms and Conditions.
6. Payments
The payment methods available at the time of purchase are indicated on the Website and may include major credit and debit cards, PayPal and bank transfer.
Payments are processed through secure payment platforms operated by payment service providers. Acqua dell'Elba does not obtain access to complete payment card details.
In the case of payment by bank transfer, the order will be registered upon receipt of the purchase request but will only be processed and fulfilled once the amount due has been effectively credited to the bank account indicated by Acqua dell'Elba.
Delivery times shall commence from the date on which the payment is actually received.
If payment is not received within seven business days from the order confirmation, Acqua dell'Elba reserves the right to cancel the order.
7. Delivery
Products will be delivered to the address indicated in the order within the timeframe specified on the Shipping page and, in any case, within thirty days from the conclusion of the contract.
Upon receipt of the package, customers are advised to check its integrity and report any visible damage directly to the carrier.
The risk of loss of or damage to the products transfers to the customer upon physical delivery.
8. Right of Withdrawal
8.1 Withdrawal Period
The Customer has the right to withdraw from the purchase contract without providing any reason within fourteen (14) days from the day on which the Customer acquires physical possession of the products or, in the case of separate deliveries relating to a single order, from the day on which physical possession of the last product is acquired.
The right of withdrawal may be exercised in relation to the entire order or only some of the purchased products.
8.2 How to Exercise the Right of Withdrawal
To exercise the right of withdrawal, the Customer may access the “Withdrawal/Returns” section available within the Customer’s account on the Website, select the relevant order, indicate the products and quantities for which withdrawal is requested and confirm the request using the “Confirm Withdrawal” button.
Following submission, the system will automatically send a confirmation message containing a summary of the request together with the date and time of submission.
The withdrawal period shall be deemed complied with if the relevant communication is sent before the expiry of the fourteen-day period.
8.3 Return of Products
Once the decision to withdraw has been communicated, the Customer must return the products within fourteen (14) days from the date of the withdrawal notice.
Products must be sent to:
ACQUA dell'ELBA S.r.l. Società Benefit
Località Val di Cappone snc
57033 Marciana Marina (LI)
Italy
The deadline shall be deemed met if the products are delivered to the carrier by the fourteenth day following the communication of withdrawal.
8.4 Return Costs
The direct cost of returning the products shall be borne by the Customer.
8.5 Refunds
Where the right of withdrawal has been validly exercised, Acqua dell'Elba shall reimburse all payments received for the products concerned, including any standard delivery costs paid at the time of purchase.
Any supplementary costs arising from the Customer’s choice of a delivery method other than the standard and less expensive delivery option offered by Acqua dell'Elba shall not be refunded.
The refund shall be made using the same means of payment used for the original transaction and without any additional charge to the Customer.
8.6 Verification of Returned Products
The Customer may inspect the products to determine their nature, characteristics and functioning to the same extent that would be permitted in a physical retail store.
Where returned products show signs of use, consumption, opening or handling beyond what is necessary for such inspection, Acqua dell'Elba may reduce the amount refunded in proportion to the decrease in value of the products, pursuant to Article 57, paragraph 2, of the Italian Consumer Code.
Any such reduction shall be communicated to the Customer together with the reasons supporting it following inspection of the returned products.
8.7 Free Gifts and Loyalty Programmes
Where a withdrawal, including a partial withdrawal, results in the loss of the conditions that entitled the Customer to complimentary gifts, promotional benefits or advantages linked to the order, such gifts must be returned together with the products subject to withdrawal.
If the complimentary gift is not returned, its value may be deducted from the refund amount.
Any points or benefits earned through the loyalty programme in connection with the returned products will be reversed and, where necessary, the Customer’s loyalty level or associated benefits will be recalculated.
9. Exclusions from the Right of Withdrawal
Pursuant to Article 59 of the Italian Consumer Code, the right of withdrawal may not be exercised in relation to:
- sealed products which are not suitable for return for health protection or hygiene reasons once opened, where the seal has been removed after delivery;
- customised or made-to-order products manufactured according to the Customer’s specifications;
- products liable to deteriorate or expire rapidly.
10. Legal Guarantee of Conformity
All products are covered by the legal guarantee of conformity provided for by Articles 128 et seq. of the Italian Consumer Code for a period of twenty-four (24) months from delivery.
In the event of a lack of conformity, the Customer is entitled to have conformity restored (by replacement or repair) or, where legally applicable, to obtain a price reduction or termination of the contract at no cost.
To invoke the legal guarantee, Customers may use the Website’s return function, indicating the defect found, or contact Customer Care.
11. Shipping Errors
If the Customer receives a product different from the one ordered or receives an incomplete order, Acqua dell'Elba will, at its own expense, provide a replacement, complete the order or issue a refund.
The issue may be reported through the Website’s return function or by contacting Customer Care.
12. Customer Service and Complaints
Acqua dell'Elba Customer Care can be contacted at:
customercare@acquadellelba.it
or by telephone at:
+39 0565 99513
Monday to Friday: 08:00-13:00 / 14:30-17:30
13. Alternative Dispute Resolution
If a complaint cannot be resolved directly, the Customer may refer the dispute to an Alternative Dispute Resolution (ADR) body pursuant to Articles 141 et seq. of the Italian Consumer Code.
Upon request, Acqua dell'Elba will provide information concerning the competent ADR bodies.
14. Privacy
Personal data is processed in accordance with Regulation (EU) 2016/679 (GDPR) and Legislative Decree No. 196/2003, as described in the Privacy Policy published on the Website.
15. Governing Law and Jurisdiction
These General Terms and Conditions shall be governed by Italian law.
For disputes involving consumers, jurisdiction shall lie with the courts of the place of residence or domicile of the consumer, provided that such residence or domicile is located in Italy.
Any more favourable consumer protection provisions granted under the law of the consumer’s habitual place of residence within the European Union shall remain unaffected.
