Return & Refund Policy

Giotto Legno UK Ltd: Food Safety Standards, Quality Guarantee & Claims Processing

Last updated: October 2026

1. Scope & Applicable Standards (B2B, B2B2C & Consumers)

This policy applies to all commercial supply operations (B2B / B2B2C) and direct sales managed by Giotto Legno UK Ltd and its division Giotto Food UK.

  • B2B / B2B2C Commercial Orders: In compliance with commercial food safety rules (HACCP & UK Food Standards), returns or order cancellations for change of mind are not accepted on delivered foodstuffs. Transit damage claims must strictly follow the 48-hour claim procedure.
  • End Consumer Orders (B2C): For purchases made by individual retail consumers, statutory cancellation rights apply under relevant consumer laws, excluding perishable foodstuffs or sealed items opened after delivery for hygiene and health protection reasons.

2. Reporting Damages & Non-Conformity (Within 48 Hours)

Upon delivery, consignees must carefully inspect pallets and cartons before signing the delivery receipt or CMR waybill.

📋 Mandatory Claim Procedure:
  • Visible Damage or Shortage: Note exact damage or missing carton count directly on the carrier's CMR or Delivery Note before signing.
  • Timely Notification: Report the claim to our operations team within 48 hours of delivery by emailing administrationuk@giottolegno.com.
  • Photographic Evidence: Attach clear photos of the damaged goods, pallet seals, batch number labels, and the signed CMR containing written reserves.

3. Replacements & Credit Notes

Upon review and verification of valid claim documentation, Giotto Legno UK Ltd will, by mutual agreement with the client, either dispatch replacement stock in the next available shipment or issue a Credit Note against the commercial invoice. Cash refunds or invoice adjustments will be settled according to agreed B2B accounting terms.

4. Claim Exclusions & Force Majeure

Claims or refund requests will not be approved in the following circumstances:

  • Failure to record damages or shortages on the delivery CMR note upon arrival.
  • Claim notifications received after the 48-hour post-delivery timeframe.
  • Deterioration or damages resulting from improper storage, wrong temperature preservation, or mishandling after delivery at consignee premises.
  • Delivery delays or product issues arising from force majeure events, third-party transport strikes, border blockades, or mandatory physical customs/health inspections (HMRC/DEFRA) beyond the direct control of Giotto Legno UK Ltd.