Cancellations and order returns

Cancellations and order returns

Orders can be cancelled at no cost until the moment the shipment has been sent. If we receive the cancellation notification after the package has been sent, this will be considered an order return. Orders can be returned up to 7 days after delivery of the product, except for fresh truffle, since the highly perishable nature of this product does not allow its return. Shipping costs will be borne by the customer.

Trufas Rius sells fresh truffle and other products through the virtual online shop www.trufasrius.com. The client acknowledges his awareness before the purchase, knowing that the truffle is a highly perishable product. However, in case you receive a fresh product with obvious damages which can be attributed to its transport or inappropriate packaging, we will proceed with its replacement. In this case, the clients has 24 h as of delivery to send information on this incident to the address: info@trufasrius.com

Excluded from this case will be the returns which are the result of a mistake on our side or a product defect. In this case, Trufas Rius commits itself to replace the defective product with a new, identical one. Also the return and shipping costs will be our responsibility. In case product replacement is not possible, we will refund the full amount. In order to return an order, get in touch with us with an email to the address info@trufasrius.com

Once the material is received, its state will be verified and possible refund confirmed. The returned products must be sent in their original, sealed and unopened packages. Products with open packaging or damages will not be refunded.

Questions about incidents

Questions about incidents

What do I need to do when a product is broken?
The packaging has been designed to avoid breakage, and our partners are well aware of the fragility of the product. Nevertheless, the possibility of delivering a broken product cannot be completely excluded.

Please, carefully check your order at the moment of reception.

The transport companies do not accept returned goods if the client opens it in their presence, but you can check the box from the outside and if you detect any type of suspicious stains, coming from inside the box, do not accept the order. Our partner will inform us of the incident and we will automatically send a new shipment, free of charge for the client.

What do I need to do when the order is incomplete or does not correspond with what I bought?
If we committed an error while preparing your offer, simply send an email to info@trufasrius.com indicating your data and we will replace the order free of charge.