Qvino Website and App Regulations

The following General Conditions of Sale govern the offer and sale of products on this website www.qvino.com (Site) and the Qvino App (App).

The products purchased on the Website and App are offered and sold by Qvino s.r.l., registered office in Via della Fornace 2 (50125) Florence, CF / VAT number 07098570489, and / or by its affiliates ("Qvino").

1.1 The sale of products through the Site or the App (products) constitutes a distance contract governed by Chapter I, Title III (articles 45 et seq.) Of Legislative Decree 6 September 2005, n. 206 (Consumer Code) and by Legislative Decree 9 April 2003, n. 70, containing the regulation of electronic commerce.

1.2. The General Conditions of Sale can be changed at any time. Any changes and / or new conditions will be effective from the moment of their publication on the Site or the App. For this reason, users are invited to regularly access the Site or App and to consult, before making any purchase, the most up-to-date version of the General Conditions of Sale. The Applicable General Conditions of Sale are those in force on the date the purchase order is sent.

1.3. These General Conditions of Sale do not regulate the sale of products and / or the provision of services by parties other than Qvino who are present on the Site or App via links, banners or other hypertext links. Before carrying out commercial transactions with these subjects it is necessary to check their conditions of sale. Qvino is not responsible for the provision of services and / or for the sale of products by such parties. On the websites accessible through these links Qvino does not carry out any checks and / or monitoring. Qvino is therefore not responsible for the contents of these sites or for any errors and / or omissions and / or violations of the law by them.

2.1 With reference to Italian citizens, sales on the Site or App are reserved only for those who have reached the age of 18. The buyer who is not an Italian citizen can purchase products on the Site or App only if he is of age with respect to his own national law. If there is no legislation in this regard, you must be at least 21 years old.

2.2 In any case, the user who makes purchases on the Site or App undertakes to indemnify Qvino from any liability in the event that he has made the aforementioned purchases without respecting his national law regarding purchase limits for reasons of age.
2.3 Qvino reserves the right to refuse or cancel orders that come from (i) a user with whom it has an ongoing legal dispute; (ii) by a user who has previously violated these General Conditions of Sale and / or the conditions and / or terms of a purchase agreement with Qvino; (iii) by a user who has been involved in fraud of any kind and, in particular, in fraud relating to payments by credit or debit card; (iv) by users who have released false, incomplete or in any case inaccurate identification data or who have not promptly sent Qvino the documents requested by it under these General Conditions of Sale or who have sent invalid documents; (v) from users who do not give sufficient guarantees of solvency; (vi) from users who have provided false or unreliable telephone numbers or email addresses. In any case Qvino reserves the right to cancel orders referring to transactions that do not present an absolute degree of authenticity.

2.4 With regard to purchases on the Site or App, it could occur that: the purchase process contains one or more clerical errors; the Product Sheet, as defined below, contains incorrect information due to material errors (eg: the price of the Product or the year); by material error a Product is indicated as available and instead is not in the order preparation phase. In these cases, or in similar cases, the user can request the cancellation of the order.

3.1 Registration on the Qvino Site or App is only permitted for an adult audience.

3.2 The registration credentials must be used exclusively by the user and cannot be transferred to third parties. The user undertakes to keep them secret and to ensure that no one has access to them, as well as to inform Qvino without delay in the event of suspected misuse and / or disclosure of the same. The user guarantees that the personal information provided during the registration procedure on the Site or App is complete and truthful. The user agrees to hold Qvino harmless from any damage, compensation obligation and / or sanction deriving from and / or in any way connected to the violation by the user of the rules on registration on the Site or App or on the conservation of registration credentials.

4.1 The purchase of products on the Site or App is allowed only to registered users of age.

4.1.1 To conclude the purchase contract for one or more products on the Site or App, the user must fill in an order form in electronic format and send it to Qvino, electronically, following the instructions that will appear from time to time on the Site or App and which will accompany the different stages of the purchase;

4.1.2 the contract is concluded when the order form reaches the Qvino server;

4.1.3 Once the order form has been registered, Qvino will send the user, via e-mail to the e-mail address indicated, the order confirmation, containing the information relating to the characteristics of the Product purchased, the detailed indication the price, the means of payment used, the delivery costs and any additional costs as well as the contacts of the Customer Service, which the user can contact to request assistance and / or submit complaints. It is recommended to keep the e-mail received as proof of purchase.

4.1.4 the order form will be filed in the Qvino database for the time necessary to process the order and, in any case, in accordance with the law. To access their order form, the user can consult their account.

5.1 All product prices are expressed in Euros (€) and are inclusive of Value Added Tax ("VAT"), unless otherwise specified. Any additional cost will be expressly and separately indicated in the order form, before the user proceeds with the transmission of the same.

5.2 The price of the products can be changed by Qvino at any time, without notice, it being understood that the price charged to the user will be the one published on the information sheet that illustrates the main characteristics of the Product (Product Sheet) at the time of sending the order. Any price changes (increase or decrease) subsequent to the transmission of the order will not be taken into account.

5.3 Products at discounted prices may be offered for sale on the Site or App. The full price indicated on the Site or App (crossed out price) and against which the discount that Qvino applies is calculated corresponds to the list price published on the Site or App.

6.1 Qvino will process the purchase order, and therefore will ship the purchased product only after receiving confirmation of the authorization to pay the total amount due, consisting of the purchase price, delivery costs, if applicable, and from any other possible additional cost, as indicated in the order form (Total Amount Due). In the event that the Total Amount Due is not paid or the successful outcome of the payment is not confirmed, the purchase contract will therefore be considered terminated by law pursuant to and for the purposes of art. 1456 of the Italian Civil Code

6.2 The products will remain the property of Qvino until the User has paid the Total Amount Due. The risk of loss or damage to the products, for reasons not attributable to Qvino, on the other hand, will be transferred to the user when the user, or a third party designated by the same and different from the carrier, materially comes into possession of the products.

6.3 Each product is accompanied by a Product Sheet. The images and descriptions on the Site or App reproduce the characteristics of the products as closely as possible. Furthermore, the images of the product present in the Product Sheet may differ by year and / or size or in relation to any accessory products. These images must therefore be intended as indicative and with the tolerances of use. For the purposes of the purchase contract, the description of the product contained in the order form sent by the user will prevail.

7.1 The products offered on the Site or App are limited in number. It may therefore happen, also due to the possibility that several users purchase the same product at the same time, that the same ordered product is no longer available after the transmission of the purchase order.

7.2 In any case of unavailability of the ordered product, without prejudice to the rights attributed to the user by law, and, in particular, by Chapter XIV of Title II of Book IV of the civil code, the user will be promptly informed by e-mail or by phone. The user will therefore be entitled to terminate the contract, pursuant to and for the purposes of the provisions of art. 61, IV and V paragraphs, of the Consumer Code. In the event that the user makes use of the right of termination pursuant to art. 61, IV and V paragraphs, Consumer Code or in any case in which the payment of the Total Amount Due has already been made, Qvino will reimburse this amount without undue delay and, in any case, within the maximum term of 15 days. working from the date of collection. This amount will normally be credited, within the defined times, on the same payment method used by the user for the purchase or the other means agreed between the user and Qvino. Any delays in crediting may depend on the bank, the type of credit card or the payment solution used.

7.3 In the case of orders relating to a plurality of products (Multiple Order), if the unavailability concerns only some products subject to the Multiple Order, without prejudice to the rights attributed to the user by law, and, in particular, by Chapter XIV of Title II of Book IV of the civil code, and without prejudice to the application of art.7.2, Qvino will immediately notify you by email or phone. The user will therefore be entitled to terminate the contract, limited to the Product (s) that have become unavailable, pursuant to and for the purposes of the provisions of art. 61, IV and V paragraphs, of the Consumer Code. In the event that the user makes use of the right of termination pursuant to art. 61, IV and V paragraphs, Consumer Code, in relation to the Product (s) that have become unavailable or in any case in which the payment of the Total Amount Due has already been made, Qvino will refund the amount due in relation to such Product (s), including delivery costs and any other additional costs due in relation specific to such products (Partial Amount Due) without undue delay and, in any case, within the maximum term of 15 working days from the sending of the order. The refund amount will be communicated to the user via e-mail or telephone. This amount will be credited to the same payment method used by the user for the purchase or by any means agreed upon between the parties. Any delays in crediting may depend on the bank, the type of credit card or the payment solution used. The resolution of the entire Multiple Order will be possible only in the case of evident and proven accessory nature of the products covered by the Multiple Order that have become unavailable compared to the other products subject to the Multiple Order available.

8.1 Any amount of delivery costs payable by the user in relation to a specific order is expressly and separately indicated as "Delivery Contribution" (in Euros and including VAT) during the purchase process, in the order summary and, in any case, before the user proceeds with the transmission of the same. In the event of failure to indicate a specific delivery term, this will in any case take place within thirty days from the date of conclusion of the contract.

8.2 The delivery obligation is fulfilled by transferring the material availability or in any case the control of the products to the user.

8.3 It is up to the user to check the conditions of the Product that has been delivered to him / that he has withdrawn. Without prejudice to the fact that the risk of loss or damage to the products, for reasons not attributable to Qvino, is transferred to the user when the user, or a third party designated by the same and different from the carrier, materially comes into possession of the Product, it is recommended to the user to check the number of products received and that the packaging is intact, not damaged, wet or otherwise altered, even in the closing materials and is invited, in his interest, to indicate immediately contact assistance to report any anomalies , accepting the package with RESERVE (eg damaged package, wet package, non-original Qvino branded tape). The unreserved receipt of the products, in fact, does not allow the user to take legal action against the courier and / or Qvino, in the event of loss or damage to the products, except in the case in which the loss or damage is due to willful misconduct or gross negligence of the courier himself and with the exception of partial loss or damage not recognizable at the time of delivery, provided that in the latter case, the damage is reported as soon as known. In the event that the package shows evident signs of tampering or alteration, the user is also recommended to promptly notify Qvino Customer Service. In the event that the products received differ from those ordered, without prior consultation with customer service, the user is advised to promptly notify Customer Service to evaluate a possible refund or replacement. In any case, the application of the rules on the right of withdrawal and the legal guarantee of conformity remains valid.

8.4 The provisions of art. 61 of the Consumer Code in the event that the purchased Product is not delivered or is delivered late with respect to the delivery terms indicated during the purchase process and in the order confirmation.

9.1 You can purchase gift cards for yourself or for others on the Qvino App and Website.

9.2 How to purchase gift cards

9.2.1 The purchase of a gift card and its use, or redemption, is only allowed to an adult public.

9.2.2 Qvino Gift Cards can be purchased both on the Website and on the App in the appropriate section. In order for the purchase to be successful, the buyer must be registered on the portal, duly fill in each field in the purchase form and proceed with the payment. At the time of purchase it is possible to attach an accompanying text. The text must not contain statements contrary to decorum or in any way offensive.

9.2.3 Gift Cards can be purchased with payment by credit card, PayPal or Satispay.

9.3 Methods of delivery / delivery of Gift Cards

9.3.1 Once the payment of the Gift Card has been received, an email will be sent automatically to both the recipient and the buyer. The recipient of the gift card will receive an email containing the code of the same and information about the sender including the accompanying message. The customer or buyer will receive a summary email relating to their purchase.

9.4 How to use the Gift Cards

9.4.1 Qvino Gift Cards can only be redeemed by an adult public and for the purchase of menu items on the www.qvino.com Website or on the Qvino Application.

9.4.2 To activate the Gift Card received, you need to access your profile in the "Giftcard" section, click on "Enter giftcard code", enter the unique code and click on "Add". Once associated with a Qvino account, the Gift Card is non-refundable and non-transferable. In order to redeem the credit of the Gift Card at the time of purchase, on the payment page simply click on the "Use" button next to the face value of the same. If the purchase exceeds the available balance, the remainder of the order must be paid with another accepted payment method. Qvino is not responsible for any loss, theft or unauthorized use of the Gift Card credit and in none of these cases will the amount of the Gift Card be refunded.

9.4.3 With Gift Cards purchased on Qvino it is not allowed:

• reuse or top up credit
• redeem several gift cards or promotional vouchers together (unless there is a different communication from the issuer)
• use the credit to purchase new Gift Cards
• redeem them for cash, resell them, transfer them for the same value or in part to another Qvino account, once matched

10.1 On the Qvino App it is possible to purchase vouchers for oneself or for others in order to book trips and / or experiences in Qvino's partner Wineries / Producers.

10.2 How to purchase experiences

10.2.1 The purchase of a voucher for an experience and the redemption of the same is allowed only to an adult public.

10.2.2 The experiences of Qvino can be purchased exclusively on the App in the appropriate section "Gite in Cantina". In order for the purchase to be successful, the buyer must be registered on the portal, duly fill in each field in the purchase form and proceed with the payment. At the time of purchase, especially in the case of a gift, it is possible to attach an accompanying text. The text must not contain statements contrary to decorum or in any way offensive.

10.2.3 Experiences can be purchased with payment by credit card, PayPal, Satispay or with the use of a Gift Card.

10.3 Method of delivery / delivery of the Experience Voucher

10.3.1 Once payment of the voucher has been received, an email will be sent automatically to both the recipient and the buyer. The recipient of the voucher will receive an email containing the code and how to make the reservation, information on the sender including the accompanying message. The customer or buyer will receive a summary email relating to their purchase.

10.4 How to use the voucher for experiences in the cellar

10.4.1 The Experience Voucher can only be redeemed by an adult public and for the enjoyment of the experience indicated in the summary email.

10.4.2 To redeem your voucher and then book the experience purchased, you must follow the information received in the purchase confirmation email step by step. It is necessary to always have the voucher code ready to be communicated to the winery at the time of booking. Each Voucher is valid for one experience per person unless otherwise specified at the time of purchase and in the confirmation email.

10.4.2.1 Each Experience offered has different validities both in terms of bookability from the time of purchase of the voucher (voucher validity) and in terms of usability (some experiences can only be booked for certain periods of the year and / or days of the week).

10.4.2.2 At the time of purchase and in the order summary email there are all the specifications of the experience purchased / received, some experiences can be lived individually while others inserted in groups (according to the current prevention regulations for COVID-19) . The partner or winery offering the experience is responsible at any time for the accuracy, completeness and correctness of the information it provides to Qvino s.r.l. and / or placed on the App.

10.4.2.3 With the completion of the reservation, the relationship exists directly between the User and the Winery or Partner offering the experience and who remain entirely responsible for the conformity of the service offered. The responsibility for any failure to perform the services rests solely with the Partner. Qvino s.r.l. is in no way responsible for any damage that the User may cause to the Partner during the period of provision of the service. Qvino s.r.l. therefore it remains absolutely extraneous to the User-Partner relationship and is not liable in any case for any damage deriving from this.

11.1 The payment of the products can be made by credit card, through the PayPal payment solution, through the Satispay payment solution, through Gift Card pre-purchased on the Site or App or through cash on delivery (in some cities this payment method may not be enabled).

11.2 Payment by credit or debit card

11.2.1 The payment of the products can be made by credit or debit card directly through the Site or the App.

11.2.2 In order to ensure the security of payments made on the Site or App and prevent any fraud, Qvino reserves the right to ask the user, by call followed by e-mail, to send, by the same means, a copy front / back of your identity card and the payment card with which the transaction was made; the name of the holder must be clearly visible on the latter as well as the last 4 digits of the card. The name on the identity document must coincide with the one on the card used for payment. The identity document must be valid. The deadline by which the document must reach Qvino will be specified in the e-mail request. In any case, this deadline will not exceed 5 working days from the receipt of the request by the user. Pending the requested document, the order will be suspended. The user is required to send the requested documents within the indicated deadline. Sending the documents will not be necessary if the "stripe" payment intermediary fraud recognition tool reports multiple payment attempts with a "blocked" or "rejected" outcome and an above average risk score. In this case Qvino arrogates the right to cancel the order as it is deemed fraudulent and proceed with the immediate refund of the amount on the means of payment used.

11.2.3 In the event that Qvino does not receive these documents within the deadline specified in the e-mail request or receives documents that are expired, invalid, or in the event that the name on the identity document does not coincide with that on the payment card, the contract will be considered terminated by law pursuant to and for the purposes of art. 1456 of the Italian Civil Code and Qvino may reserve the right to cancel the order, with consequent reimbursement of the Total Amount Due.

11.2.4 In case of receipt by Qvino of valid documentation within the term indicated in the e-mail referred to in art. 9.3.2 above, the delivery terms will run from the date of receipt of the same.

11.2.5 Following receipt of the documents, once the verification has been carried out, they will be deleted from the databases of the Qvino systems.

11.2.6 Confidential credit card data (card number, holder, expiration date, security code) are encrypted and transmitted directly to the payment manager without passing through the servers that Qvino uses. Qvino therefore never has access to and does not store the data of the credit card used by the user to pay for the products (even if the user has decided to store the credit card data on the Site or App).

11.3 Payment via PayPal payment solution

11.3.1 Payment for products purchased on the Site and App can be made using the PayPal payment solution. If the user chooses PayPal as a means of payment, he will be redirected to the website www.paypal.it where he will pay for the products according to the procedure provided and governed by PayPal and the terms and conditions of the contract agreed between the user and PayPal. The data entered on the PayPal site will be processed directly by the same and will not be transmitted or shared with Qvino. The latter is therefore not able to know and does not store in any way the data of the credit card connected to the user's PayPal account or the data of any other payment instrument connected with this account.

11.3.2 In the case of payment by PayPal, the Total Amount Due will be charged by PayPal to the user at the same time as the conclusion of the contract through the Site or App. In the event of termination of the purchase contract and in any other case of reimbursement, to any title, the amount of the refund due to the user will be credited to the PayPal account of the same, unless otherwise agreed between the User and Qvino. The credit times on the payment instrument connected to this account depend exclusively on PayPal and the banking system. Once the credit order has been placed in favor of this account, Qvino cannot be held responsible for any delays or omissions in crediting the user with the refund amount, to dispute which the user must contact PayPal directly.

11.4 Payment by means of the Satispay payment solution

11.4.1 Payment for products purchased on the Site and App can be made using the Satispay payment solution. If the user chooses Satispay as a payment method, the same must authorize Qvino to access automatic payments on the Satispay App. In order to make the first payment, the user will be redirected to the Satispay Website or App where he will perform the authorization procedure for automatic payments and will then be redirected to the Qvino checkout. The payment of the products will take place according to the procedure envisaged and governed by Satispay and the terms and conditions of the contract agreed between the user and Satispay. The data entered on the Satispay website will be processed directly by the same and will not be transmitted or shared with Qvino. The latter is therefore unable to know and does not store in any way the data of the bank account connected to the user's Satispay account or the data of any other payment instrument connected with this account.

11.4.2 In the case of payment by Satispay, the Total Amount Due will be charged by Satispay to the user at the same time as the conclusion of the contract through the Site or App. In the event of termination of the purchase contract and in any other case of reimbursement, to any title, the amount of the refund due to the user will be credited to the same Satispay account, unless otherwise agreed between the User and Qvino. The credit times on the Satispay tool are instantaneous.

11.4.3 In the event that a Satispay Cashback campaign on Qvino is activated, view the Cashback Terms and Conditions at this link: https://www.satispay.com/it-it/programmi/

11.5 Payment by mixed payment solution: Coupon / Gift Card and other payment method.

11.5.1 The payment of the products purchased on the Site and App can be made through the mixed payment solution or partly with a Gift Card and / or coupon and partly with one of the payment solutions mentioned in points 9.3 and 9.4. If the user chooses this payment method, the amount of the selected coupon / Gift Card will be subtracted from the total of the cart.

11.5.2 Coupons may require a minimum order to be Applicable while gift cards do not require a minimum order. If the customer is in possession of several gift cards or multiple discounts, these cannot in any case be combined and must be used in the order proposed by the App (from the most recent to the oldest).

12.1 All consumers of legal age (natural persons) who will access the Qvino App and place an order or a referral activity (they will invite a friend by sharing their personal code in order to have them registered on the platform) will be automatically enrolled in the loyalty program.

12.2 Membership in the loyalty program is free. Customers who accumulate points will be entitled to redeem the rewards in the Rewards and offers section, which can be reached in the App from the "Special offers and rewards" section. Points do not expire.

12.3 The accumulation of points is automatic and can be constantly checked in the "Special offers and prizes" section, accessible from the Profile and occurs:

• As soon as the status of an order goes to "Completed";
• When a friend signs up for the Qvino App using the code sent to him;
• When a friend registered with their code makes their first purchase on the App;
• When a user has correctly answered the quiz questions
  which can be found on the product sheet or in the cellar showcas

12.4 Customers can redeem their rewards at any time and they will be delivered in the following ways:

• "Gift Card" awards: upon redemption the requested sum will be automatically loaded in the form of a new Gift Card NOT combinable with the previous ones;
• "Physical" Prizes: all physical prizes, or objects, will be shipped the next working day after the order and will require a maximum of 3 working days for delivery;
• Press "Experiences": upon redemption an email will be sent with all the information to book the chosen experience.

13.1 The user who acts as a consumer has the right to withdraw from the contract concluded with Qvino without incurring costs other than those indicated in this article and without having to specify the reason, within fourteen (14) calendar days (Withdrawal Period) .

13.2 To exercise the right of withdrawal, the user must inform Qvino of his decision to withdraw, before the expiry of the Withdrawal Period.

13.3 To exercise the right of withdrawal, the user must send an email to assistenza@qvino.com with an explicit declaration of his decision to withdraw from the contract (Declaration of Withdrawal). Since the burden of proof relating to the exercise of the right of withdrawal before the expiry of the Withdrawal Period is borne by the user, it is in the user's interest to keep a copy of the email sent to Qvino with the Declaration of Withdrawal.

13.4 For the return of the Product, the user can use a carrier of his choice with return costs charged to the user: in this case, the user, after having exercised the right of withdrawal in the manner indicated in this article , must return the Product to Qvino, using a carrier of his choice and at his own expense, without undue delay and in any case within the term of 14 calendar days from the date on which he communicated to Qvino his decision to withdraw. The deadline is met if the user returns the Product before the expiry of the fourteen-day period. The Product, properly protected and packaged, must be sent to the following address: Qvino s.r.l. C / O Qvino - Via Della Fornace 2 Firenze 50125. The direct costs of returning the Product to Qvino are charged to the user. The return of the Product to Qvino is under the responsibility of the user.
If the user withdraws from the contract, Qvino will reimburse the Total Amount Due paid by the user for the Product less the cost of delivery which may vary depending on the type of order (see. "Order Cancellation Request"), without undue delay and in any case no later than 14 calendar days from the day on which Qvino received the products subject to withdrawal in the same conditions in which they were sold. The refund will be made using the same payment method used by the user for the initial transaction or the different means agreed between the parties; in any case, the user will not have to bear any additional costs as a consequence of this refund.

13.6 In the event of partial withdrawal, the amount of the delivery costs to be returned to the user following the withdrawal will be calculated in proportion to the value of the goods subject to withdrawal.

13.7 The user is solely responsible for the decrease in the value of the goods resulting from the handling of the Product other than that necessary to recognize the Product with certainty. The Product must in any case be kept, handled and inspected with normal diligence and returned intact, complete in all its parts, accompanied by all the accessories present, still attached to the Product and intact and not tampered with, as well as free from signs of wear or dirt. Furthermore, the withdrawal is applied to the Product in its entirety. It cannot therefore be exercised in relation to parts and / or accessories (which do not constitute autonomous products) of the Product.

13.8 In the event that the withdrawal has not been exercised in accordance with the provisions of the Applicable legislation, it will not result in the termination of the contract and, consequently, will not give the right to any refund. Qvino will notify the user, rejecting the request for withdrawal. If the Product has already been received by Qvino, it will remain at Qvino at the user's disposal for collection which must take place at the expense and under the responsibility of the user.

13.9 In the event that the Product for which the withdrawal was exercised has suffered a decrease in value resulting from the handling of the goods other than that necessary to clearly identify the same, the refund amount will be reduced by an amount equal to this decrease in value. Qvino will notify the user of the circumstance and the consequent decreased amount of reimbursement, providing the same, in the event that the reimbursement has already been paid, the bank details for the payment of the amount due by the user due to the decrease in value of the product.

13.10 In the event that, in one of the legal hypotheses, the right of withdrawal does not apply, this exclusion will be specifically and expressly communicated in the Product Sheet and, in any case, during the purchase process, before the user proceed with the transmission of the order. In any case, the user is reminded that, pursuant to art. 59 of the Consumer Code, the right of withdrawal is excluded, among other things, in the event that the sale relates to:

13.10.1 products made to measure or clearly personalized;

13.10.2 of sealed products that cannot be returned for hygienic reasons or related to health protection, which have been opened after delivery.

13.11 In the event that the product, once opened, is found to be defective, it can be replaced or returned and refunded as long as it contains at least ¾ of its original content. In order to activate the procedure, it is necessary to contact customer assistance by communicating the order number and the defective bottle.

14.1 Requests for order cancellation, or withdrawal from the contract before the product is actually delivered to the customer, can be made by promptly contacting customer support via chat or by calling the switchboard number.

14.2 Cancellation requests will be accepted only if the ordered product has not already been entrusted to the delivery man, in this case the customer will be reimbursed for the entire amount spent by reimbursement on the payment method defined at the time of purchase. . In the event that the product is already in the hand of the delivery man, it will no longer be possible to cancel the order. At the time of delivery, the customer can refuse the products and must then contact the assistance to request a refund. The reimbursement in question will be equal to the sum of the value of the products ordered less the cost of delivery (the cost of delivery can vary from € 5 to € 10 depending on the time and distance traveled by the deliveryman).

14.3 In case of cancellation of an order paid by gift card, the refund will be made on the gift card. In case of cancellation of an order paid by gift card and other payment method, the refund of the canceled order will take place on both payment methods.

15.1 By placing an order on the Site or App, the user gives consent to receive the invoice, only if requested and only in electronic format. The invoice can be printed and filed as an original in accordance with Ministerial Circular 45 / E, 19/10/2005. For the issuance of the invoice, the information provided by the user will be authentic, which he declares and guarantees to be true, undertaking to hold Qvino harmless and harmless from any damage, including penalties issued by the competent authorities, which may arise in the case of lack of correspondence to the truth of the same.

15.2 Qvino is not responsible for any damage suffered by the user or third parties or to property owned by the user or third parties due to delays in delivery or related to the use of the Product.

15.3 By making a gift on Qvino, at the time of check out it is possible to add a note to accompany the chosen product. The note can have a maximum number of characters equal to 200. Qvino reserves the right to refuse delivery of the note in the event that the message contained is contrary to decorum or in some way offensive.

16.1 All the products sold on the Site or App are covered by the Legal Guarantee of Conformity provided for by art. 128-135 of the Legislative Decree n. 128-135 of the Consumer Code (Legal Guarantee). The Legal Guarantee is reserved for consumers. Therefore, it finds application only to users who have made the purchase on the Site or App for purposes unrelated to any entrepreneurial, commercial, craft or professional activity carried out. Those who have purchased on the Site or App and who do not act as consumers will be subject to the guarantees for defects in the thing sold, the guarantee for defects in promised and essential quality and the other guarantees provided for by the civil code with the relative terms, forfeiture and limitations.

17.1 The contracts concluded between the users of the Site or App and Qvino are governed by Italian law. The Application to consumer users who do not have their habitual residence in Italy is without prejudice to any more favorable and mandatory provisions provided for by the law of the country in which they have their habitual residence, in particular in relation to the deadline for exercising the right of withdrawal, at the deadline for the return of the products, in case of exercise of this right, the methods and formalities of the communication of the same and the legal guarantee of conformity.

17.2 Pursuant to art. 141-sexies, paragraph 3 of Legislative Decree 6 September 2005, n.206 (Consumer Code), Qvino informs the user who holds the status of consumer pursuant to art. 3, paragraph 1, lett. a) of the Consumer Code, which, in the event that he has submitted a complaint to Qvino, as a result of which it has not been possible to find a negotiated solution, Qvino will provide information regarding the Alternative Dispute Resolution bodies for out-of-court resolution disputes relating to the obligations deriving from a contract concluded on the basis of these General Conditions of Sale (so-called ADR bodies, as indicated in articles 141-bis and following of the Consumer Code).
In any case, the consumer's right to appeal to the competent ordinary judge of the dispute deriving from these General Conditions of Sale is reserved.

18.1 It is possible to request information, send communications, request assistance or submit complaints by contacting Customer Service in the following ways:

• Email: assistance@qvino.com
• Using the Qvino contact form
• By contacting by phone at +390550937900
• Chatting with our operators through a dedicated form

18.2 Qvino will respond promptly to complaints presented, in any case within five working days of receipt of the same.