Refund policy

Version 07.2026 (IRR-EN)

Gazosa La Fiorenzana | Returns and Refunds Policy for our Online Shop

We care deeply that every order arrives at your door perfectly and makes you want to pop open a Gazosa La Fiorenzana right away. But we know that sometimes things don't go as planned, which is why we've tried to make the returns process as simple and transparent as possible. Here you'll find everything you need to know.

The original language of this policy is Italian. The English version is provided solely for ease of understanding and has no legal value. In the event of any contradictions or ambiguities, the original Italian text shall prevail.

 

RESPONSIBLE PARTY

Ponzio - Tonna SA
Gazosa La Fiorenzana
Via Cantonale 52
CH-6537 Grono

📞 091 827 13 49
✉️ shop@gazosa-lafiorenzana.ch

 

SECTION 1 | RETURNS POLICY

Art. 1.1 IRR | Return Period
You have 14 days from receiving your order to change your mind. Simply let us know within that timeframe and the deadline is met. After 14 days, unfortunately we can no longer accept withdrawal requests.

Art. 1.2 IRR | How to Contact Us
To exercise your right of withdrawal, contact us stating your order number and the reason for the return. Nothing complicated, just write to us and we'll explain the next steps right away.

 

SECTION 2 | ELIGIBLE AND NON-ELIGIBLE RETURNS

Art. 2.1 IRR | Eligible Items
Returns will be accepted for items that are still in their intact original packaging, unopened and unused, with labels in place and accompanied by a receipt or proof of purchase. In other words, in the same condition in which you received them!

Art. 2.2 IRR | Gift Vouchers
Gift vouchers can neither be returned nor refunded. Similarly, items purchased using a gift voucher are not eligible for return or refund.

Art. 2.3 IRR | Other Items Excluded from Return
Unfortunately, some items cannot be returned. We cannot accept returns for products with opened or damaged packaging or with missing or damaged original accessories, for personalised or custom-made items, or for products purchased on sale. For food safety reasons, we also cannot accept returns for food and/or beverage products. Not sure about a specific item? Write to us, we'll find the right solution together!

 

SECTION 3 | RETURNS PROCEDURE

Art. 3.1 IRR | Authorisation Request
Before sending any item back, contact us and wait for our confirmation. Returns that have not been pre-authorised unfortunately cannot be accepted.

Art. 3.2 IRR | Shipping
Once the return is authorised, we will send you the shipping address and all necessary instructions. From that point you have 14 days to send the item back.

Art. 3.3 IRR | Return Costs
Returns are free if you bring the item directly to us in Grono. If you prefer to ship it, the cost is CHF 12 at the customer's expense. Received a faulty or incorrect item? In that case the return costs are entirely on us because mistakes happen, but fixing them is the least we can do.

Art. 3.4 IRR | Restocking Fee
If the product is in its intact, unopened original packaging, the return is free of any restocking fee, no surprises! For products with opened packaging or already used, we retain at least 10% of the value, with a minimum of CHF 5.

 

SECTION 4 | DAMAGED OR INCORRECT ITEMS

Art. 4.1 IRR | Inspection Upon Receipt
Don't wait! check your order as soon as it arrives! Inspecting the goods upon receipt is an obligation. Only then can we guarantee assistance in case of problems. Any damage or shortages must be reported within 5 days of receipt, along with a description of the issue and a few photos. We'll sort everything out quickly!

Art. 4.2 IRR | Liability
In the case of a faulty or incorrect item, Gazosa La Fiorenzana undertakes to arrange a replacement or refund at no additional cost to the customer.

 

SECTION 5 | REFUNDS

Art. 5.1 IRR | Return Inspection
As soon as we receive your return, we inspect it carefully and notify you of the outcome within 5 working days. We keep everyone in the loop, promise!

Art. 5.2 IRR | Refund Credit
Once the return is approved and the refund option agreed upon, the credit to your original payment method will be processed within 10 working days. The exact timing depends on your bank or card issuer, but once we've done our part, the rest takes care of itself!

 

SECTION 6 | EXCHANGE

Art. 6.1 IRR | How It Works
We don't process direct exchanges automatically, but don't worry, it's simpler than it sounds! Just return the item and place a new order for what you'd like instead. The refund for the returned item will be processed as described in Section 5 or, if agreed, as a voucher.