General B2B Return Policy
Returns are accepted only with prior written authorisation from our Customer Service team.
We do not accept returns for:
- Change of mind
- Ordering errors
- Surplus stock
- Products purchased in error
- Perishable, frozen or temperature-sensitive items
- Custom-made or special-order products
Any unauthorised returns will be refused and returned at your cost.
Reporting Damages, Faults or Shortages
You must inspect all Goods immediately upon delivery.
Any issues must be reported in writing within:
- 48 hours for damages or shortages
- 7 days for manufacturing faults
Reports must include order number, product name and quantity, description of the issue, and photographic evidence (mandatory for damages). Claims made outside these timeframes cannot be accepted.
Return Eligibility Requirements
To qualify for a return (where authorised), Goods must be:
- Unused, unopened and in original packaging
- In resalable condition
- Include all accessories, labels and documentation
- Returned within 14 days of authorisation
We reserve the right to reject returns that do not meet these conditions.
Restocking Fees
All authorised returns (excluding confirmed faults) are subject to a restocking fee of 20% of the invoice value.
Restocking fees cover quality inspection, repackaging, and administrative processing.
Refunds
Refunds are issued only after returned Goods have been inspected and approved.
Refunds are processed to the original payment method unless otherwise agreed. Refunds typically take 7–14 working days after inspection.
Delivery charges are non-refundable, except where Goods are confirmed faulty.
Faulty or Defective Goods
If Goods are confirmed to be faulty due to manufacturing defects, we will offer one of the following at our discretion:
- Replacement
- Credit note
- Refund
This does not apply to faults caused by misuse, improper storage, incorrect installation, or normal wear and tear.
Incorrect Goods Received
If you receive Goods in error:
- Notify us within 48 hours
- Goods must remain unopened and unused
- We will arrange collection at our cost
Non-Returnable Goods
The following items cannot be returned under any circumstances:
- Perishable or temperature-controlled products
- Opened food ingredients or consumables
- Custom-labelled or bespoke items
- Clearance or end-of-line stock
- Products marked "non-returnable" at checkout or on invoice
Return Shipping
Unless Goods are faulty, you are responsible for return shipping costs, ensuring Goods are securely packaged, and any loss or damage during return transit.
We recommend using a tracked and insured courier service.
Liability
Our liability is limited to the value of the Goods supplied. We are not responsible for loss of business, loss of profit, production downtime, or indirect or consequential losses.
Contact Us
Returns Department
Theodore Maria Ltd t/a Eccellenza Italia
46 Hullbridge Road
South Woodham Ferrers
Chelmsford, Essex, CM3 5NG
Email: returns@eitalia.co.uk
Questions? Email sales@eitalia.co.uk or call 020 7946 0123.