Returns, Refunds, and the Right of Withdrawal

Last updated: July 22, 2026

This policy governs returns and refunds for purchases made directly on the cantinaurbana.it website by consumer customers.

The seller is:

CANTINA URBANA
SRLVia Cardinale 85/87 20141 (MI), Italy Email: Ascanio Sforza
Milano
info@cantinaurbana.it
Phone: 02 27014347

1. Scope of Application

This policy applies exclusively to products purchased directly on the cantinaurbana.it website, including wines, gift sets, kits, and merchandising.

For purchases made through external platforms linked from the website—such as delivery services, booking services, or marketplaces—the terms of sale and refund policies of the respective platform also apply.

The right of withdrawal applicable to online purchases does not apply to purchases made in person at the Winery, the Wine Bar , or other retail locations, unless the product is defective or Cantina Urbana grants an exception.

2. Right of Withdrawal

If you are purchasing as a consumer, you may cancel your purchase without giving a reason within 14 days from the day you, or a person you designated (other than the courier), received the products.

If a single order is delivered in multiple shipments, the period begins upon receipt of the last product or the last batch.

To meet the deadline, simply send the notice of withdrawal before the 14-day period expires.

3. How to Request a Return

You may notify us of your decision to withdraw:

• by using the online “Cancel the contract here” feature available on the website during the cancellation period; or
• by writing to info@cantinaurbana.it.

The request must include:

• the buyer's first and last name;
• order number and date;
• products you intend to return;
• email address used for the purchase;
• an explicit statement of intent to withdraw.

If you use the online feature, you will immediately receive a confirmation containing the text of your request and the date and time it was submitted.

You are not required to provide a reason for the return.

4. Product Returns

After notifying us of your withdrawal, you must return the products without undue delay and, in any case, within 14 days of the notification.

Unless otherwise instructed by customer service, products must be sent to:

CANTINA URBANA
SRL Returns Department Cardinale 85/87 20141 (MI), Italy
Via Ascanio Sforza
Milano

The deadline is met if the products are shipped before the 14-day period expires.

We recommend that you use a trackable shipping method and keep the receipt until the refund is processed. Shipments sent cash on delivery or with shipping costs payable by the recipient will not be accepted.

5. Condition of Returned Products

Products must be returned with care, using packaging that is suitable for protecting them during shipping.

The customer may examine the products to the extent necessary to verify their nature, characteristics, and conformity with the order.

The customer is responsible for any decrease in value caused by handling the product beyond what is necessary to inspect it. In particular, opening or consuming a bottle—even partially—may result in a decrease in value of up to the full price of the product.

Packages and kits sold as a single unit must be returned complete with all their components. If one or more components are missing, this may result in a proportional reduction in the refund.

These limitations do not apply if the product is defective, damaged, or does not conform to its specifications.

6. Return Costs

If you simply change your mind, you are responsible for the direct costs of returning the item.

Cantina Urbana However, it covers the costs of return or replacement when:

• a product other than the one ordered was delivered;
• The product arrived broken, damaged, or leaking;
• The product has a recognized lack of conformity;
• Cantina Urbana has expressly agreed to bear those costs.

Do not ship a damaged product on your own before receiving instructions from customer service.

7. Refund

In the event of a valid cancellation, Cantina Urbana will refund:

• the price of the returned products;
• the cost of the initial delivery, limited to the cost of the least expensive standard shipping method available at the time of purchase.

Any additional costs resulting from choosing express delivery or a more expensive shipping option than standard delivery will not be reimbursed.

The refund will be issued within 14 days of the date on which Cantina Urbana was notified of the cancellation, using the same payment method used for the purchase, unless otherwise expressly agreed.

Cantina Urbana may withhold the refund until the products are received or until proof of their shipment is provided, whichever comes first.

8. Products Excluded from the Right of Withdrawal

In the cases provided for in Article 59 of the Consumer Code, the right of withdrawal is excluded, in particular, for:

• products that are custom-made or clearly personalized, including bottles with labels, dedications, or packaging created at the customer’s request;
• products that are likely to spoil or expire quickly;
• sealed products that, for valid reasons of hygiene or health protection, cannot be returned once opened;
• Alcoholic beverages for which the price was agreed upon at the time of purchase, which can be delivered only after 30 days, and whose value depends on market fluctuations beyond the control of Cantina Urbana.

Any exclusion from the right of withdrawal will be clearly indicated on the product page before purchase.

9. Products Damaged During Shipping

Upon delivery, please check, whenever possible, that the package is undamaged and that the number of packages matches the number indicated.

If the packaging appears wet, misshapen, open, or damaged, we recommend that you accept the delivery with a specific reservation, describing the damage you found.

If one or more bottles are broken, damaged, or leaking, please contact us info@cantinaurbana.it us as soon as possible, preferably within 48 hours of delivery. The 48-hour deadline is intended to facilitate a faster resolution with the carrier and does not limit the rights granted to consumers by law.

Attach the following to the notice:

• order number;
• photographs of the outer packaging;
• photos of the inside of the package;
• photographs of the bottles and labels in question;
• Description of the problem.

Please keep the package, the packaging, and the damaged products until the investigation is complete. If the issue is confirmed, Cantina Urbana will replace the products or issue the appropriate refund at no cost to the customer.

10. Defective or Spoiled Wine

If you believe a bottle is defective—for example, if it has a cork taint or some other defect not attributable to the wine’s normal aging process or to improper storage after delivery—please write to info@cantinaurbana.it and include the following information:

• order number;
• name and vintage of the wine;
• lot number, if legible;
• description of the defect found;
• photos of the bottle, the cap, and the label.

Keep the bottle, any remaining contents, and the cap until the inspection is complete. Opening the bottle to identify the defect does not affect your rights under the legal guarantee of conformity.

Once the defect is identified, Cantina Urbana will, in accordance with the law, replace the item at no cost or, if replacement is not possible or appropriate, offer a price reduction or a refund.

Natural variations between vintages, the product’s stated organoleptic characteristics, and the customer’s personal preferences do not, in and of themselves, constitute a lack of conformity.

11. Products Received in Error

If you receive a product different from the one you ordered, please contact us info@cantinaurbana.it and include your order number and a photo of the product you received.

Cantina Urbana will arrange, at its own expense, for the incorrect product to be picked up and the correct one to be delivered; or, if the correct product is not available, will issue a refund.

12. Experiences, Tastings, and Events

Reservations for tastings, tours, events, or other activities scheduled for a specific date or period are generally not subject to the 14-day right of withdrawal, in the cases provided for in Article 59 of the Consumer Code regarding services related to leisure activities.

Cancellations and rescheduling are subject to the terms and conditions specified at the time of booking and, when the booking is made through an external platform, to the terms and conditions of that platform.

This return policy for physical products does not alter those terms and conditions.

13. Business Purchases

The 14-day right of withdrawal applies only to consumers. It does not automatically apply to purchases made for professional or business purposes, including orders with an invoice issued to a business.

In any case, the rights pertaining to incorrect, damaged, or non-conforming products, as well as any terms agreed upon with the business customer, remain applicable.

14. Contact Information

For inquiries regarding returns, refunds, and damaged products:

CANTINA URBANA
SRLVia Cardinale 85/87 20141 (MI), Italy Email: Ascanio Sforza
Milano
info@cantinaurbana.it
Phone: 02 27014347