Return and Withdrawal of an Order

If you placed an order independently via our e‑commerce site, you can cancel it yourself in just two steps. Click the top‑right on My Account, find the order you want to cancel and click the button to cancel it. No separate confirmation will be sent from Toro di Totaro Filippo—the order status will be visible in your user panel.

 

If payment has already been made, we will refund the full amount as soon as possible. Here are the timing details by payment method:

• PayPal – The refund is processed automatically once the order is cancelled, provided it has not yet shipped. If it has shipped, you must wait for delivery or return to receive a refund within 5 days after the items are returned.
• Bank Transfer – We will refund in the same way, deducting only any bank fees, provided the order has not yet shipped.

 

If the goods have already been shipped, the right of withdrawal or cancellation becomes a return. Please read the following section on Goods Return.

 

Returns are only possible if the goods have not been tampered with, opened, or used, and do not include professional coffee machines or customised products. Returns are NOT possible for professional equipment. If the original packaging is even slightly damaged, the return will not be accepted and no refund can be issued, as opened food products cannot be returned. A 14‑day return period is allowed for purchase errors. When a return is accepted, the purchase price will be refunded, excluding shipping costs from our warehouse to the customer, which remain the responsibility of the customer.

 

Return shipping costs (customer → company) are borne by the customer and must be sent with tracking. This ensures that if delivery issues arise, the courier is responsible—neither the customer nor the company. Goods remain the responsibility and property of the customer until received in our warehouse. To return correctly:

 

• Keep the receipt if you do not have an invoice. The receipt is essential for returns or exchanges.
• Ensure the original packaging is in good condition.
• Notify the company of your decision to return.
• Wait for confirmation before sending the goods, otherwise they will not be accepted.
• If return is approved, ship the goods to the address provided using tracked shipping.
• Await confirmation of refund from the company.

 

For correct procedure, please contact the company first to inform them and request assistance.

 

Items may unfortunately be damaged in transit or storage. It is therefore recommended to accept delivery with a “**Right to Inspect**” note upon opening to ensure a full refund. This step is vital for any damage claims.

 

To proceed correctly, we recommend reading the document on the right of withdrawal, which explains how to contact the company, deadlines for exercising the right, and refund timelines.

 

Incorrect Shipments by the Company

In rare cases where the company ships the wrong item, it will arrange for collection and immediate replacement via express courier. No costs will be incurred.

 

Note: The right of withdrawal described above applies exclusively to final consumers (private individuals). Sales made to business customers with a VAT number (B2B) are excluded from the right of withdrawal under the UK Consumer Contracts Regulations 2013 and EU Directive 2011/83/EU, unless otherwise agreed contractually. Business buyers are not entitled to the same rights as consumers.

The return of CAPITANI brand products is not allowed, as these machines are made to order.