Returns and Complaints Policy

Returns and Complaints Policy (B2B)

Aperigusto by CrackersCompany operates exclusively in the B2B (Business-to-Business) sector, serving hotels, restaurants, bars and catering businesses with a VAT number. The following terms apply to all orders placed by professional operators.

Exclusion of the right of withdrawal

Pursuant to Art. 59 of Directive 2011/83/EU and § 312g Abs. 2 No. 1 BGB (German Civil Code), the 14-day right of withdrawal due to a "change of mind" does not apply to purchases made by professionals and businesses. All B2B orders are considered final upon confirmation.

Inspection upon delivery (§ 377 HGB)

The customer is required to inspect the goods immediately upon receipt. In the event of visible damage to the packaging or evident discrepancies, the customer must:

Sign the carrier's delivery document "subject to reservation", stating the nature of the damage.
Photograph the damage before opening the packages.
Report the problem to info@aperigusto.com within 48 hours of delivery.

Complaints concerning defective goods

In the event of hidden defects or non-conformity of the goods with the confirmed order, the customer must submit the complaint in writing within 48 hours of discovering the defect, attaching:

Aperigusto order number
Detailed description of the defect
Photographic documentation

Complaints received after the stated deadlines cannot be considered unless otherwise agreed in writing.

Resolution of complaints

In the event of a justified and verified complaint, Aperigusto by CrackersCompany will, at its discretion, provide one of the following solutions:

Replacement of the defective goods in the next shipment
Issue of a credit note for the disputed amount
Partial refund agreed in writing

Physical return of the goods is not permitted unless expressly instructed in writing by Aperigusto.

Food products — Notice

As these are food products with an expiry date, returns are not accepted for food safety reasons, except in the case of documented production defects.