Online Gift Card Withdrawal and Refunds

Our guests’ satisfaction is paramount to us.

Pursuant to the Italian Consumer Code, the purchaser has the right to withdraw from the Gift Card purchase contract within 14 days from the date the online order was completed, without any penalty and without giving any reason, provided that the service has not already been partially or fully provided or booked.

We recommend that you verify the requirements listed below before proceeding with your digital request.

Conditions for Exercising the Right of Withdrawal on Gift Cards

We accept withdrawal requests exclusively within 14 days from the purchase date of the Voucher/Gift Card, provided that the following service integrity conditions are met:

  • Voucher NOT Booked / NOT Redeemed: The unique code associated with the Gift Card must not already be linked to a booking within our control systems. It is not possible to exercise the right of withdrawal if a date has already been booked at our properties or if the experience has already been enjoyed, fully or partially.

  • Eligibility of the Applicant: The right of withdrawal can be exercised exclusively by the original Purchaser of the Gift Card (the individual who made the online payment). The Recipient of the gift (if they are a third party different from the purchaser) is not entitled to request a withdrawal or claim a cash refund.

  • Refund Methods: Upon a successful outcome of internal verifications, the refund of the nominal value of the Gift Card will be processed promptly and at no additional cost, using the same payment method adopted by the purchaser during the transaction (Credit/Debit Card, PayPal, Apple Pay, Google Pay).

Cases of Exclusion from the Right of Withdrawal

Pursuant to Art. 59 of the Italian Consumer Code, the right of withdrawal is expressly excluded and cannot be granted in the following cases:

  • If more than 14 days have passed since the online purchase date of the Gift Card.

  • If the Gift Card has already been used (even partially) or has already been associated with a binding reservation at our properties (Villa Crespi, one of the properties of Laqua Collection, Cannavacciuolo Bistrot in Turin).

  • If the purchase was made by a Professional Customer (purchase with a VAT number), only the protections provided by the Italian Civil Code shall apply.

Gift Cards can under no circumstances be converted into cash outside the terms and conditions of the right of withdrawal described above.

Rules for requesting a withdrawal online

You can initiate the withdrawal procedure by filling out the appropriate digital form accessible via the link in the footer of our Shop “Exercise the Right of Withdrawal”.

  1. Before starting, keep your order number and the unique Gift Card code received via email handy.

  2. Each request is subject to a manual and technical verification carried out by our offices to ascertain the validity status and non-use of the voucher.

  3. Once the request is approved, we will proceed with the immediate deactivation and cancellation of the Gift Card code, concurrently with the issuance of the refund and the relative credit note.

Support and Customer Assistance

In case of doubts, anomalies during the receipt of the email containing the voucher, or for any clarification on the expiration dates of the Gift Cards (valid for 6 months from the date of purchase), our Customer Service and Booking Office are at your complete disposal to find the solution best suited to your needs.