PREAMBLE & ACCEPTANCE OF TERMS

These Policies are subject to and compliant with: (i) Lebanese Law No. 81 dated 10/10/2018 on Electronic Transactions and Personal Data (as published in Official Gazette Issue No. 45 dated 18/10/2018); and (ii) Consumer Protection Law No. 659 dated 4/2/2005, as amended by Law No. 81/2018. The provisions of this Section set out your rights and the Company’s obligations under those Laws as they apply to orders placed through the Website.

These Cancellation, Return, Refund and Shipping Policies (collectively, the “Policies”) constitute a legally binding agreement between you (the “Client,” “you,” or “your”) and G J SAL, the sole distributor of Serre Prosecco, a company duly incorporated under the laws of the Republic of Lebanon and registered with the Mount Lebanon Commercial Register under number 2072557(the “Company,” “we,” “us,” or “our”), operating the website https://serreprosecco.me (the “Website”).

By placing an order through the Website, you expressly acknowledge that you have read, understood and agree to be bound by these Policies in their entirety. These Policies form part of the Website’s General Terms and Conditions and are supplementary to them. In the event of any conflict between these Policies and the General Terms and Conditions, these Policies shall prevail with respect to cancellation, return, refund and shipping matters.

IMPORTANT: You must check the acceptance box confirming that you have read and agreed to these Policies before completing any order. Failure to do so will prevent the order from being processed. By checking this box, you waive any future claim that you were unaware of these terms.

1. Definitions

For the purposes of these Policies, the following terms shall have the meanings set out below:

• “Order” means any purchase request submitted through the Website, whether for wholesale or retail quantities and assigned an order confirmation number by the Company.
• “Order Confirmation” means the written acknowledgment (by email or on-screen) issued by the Company confirming receipt and acceptance of an Order, including the order reference number, itemized product list, quantities, unit prices, total amount and estimated delivery window.
• “Products” means the Serre Prosecco bottles and any related items listed for sale on the Website.
• “Wholesale Order” means any Order with a total quantity of six (6) bottles or more or any Order placed under a registered wholesale account.
• “Delivery Partner” means any third-party logistics or courier company contracted by the Company to transport and deliver Products.
• “Delivery Attempt” means any instance in which the Delivery Partner arrives at the Client’s designated delivery address and attempts to hand over the shipment.
• “Business Day” means any day from Monday to Friday, excluding Lebanese public holidays and force majeure events.
• “Original Condition” means Products that are unopened, with intact seals, original packaging undamaged and labels unaltered, stored within the temperature and conditions specified on the Product packaging.

SECTION 1: CANCELLATION POLICY

1.1 Cancellation by the Client

1.1.1 Before Order Confirmation

If you wish to cancel an Order before receiving an Order Confirmation from the Company, you may do so at no cost by contacting our customer service team at sales@serreprosecco.me or +961 3 276 240. Orders that have not yet been confirmed are considered pending and may be cancelled without penalty.

1.1.2 After Order Confirmation but Before Dispatch

If you wish to cancel an Order after receiving an Order Confirmation but before the Products have been dispatched (i.e., before the Products have been handed over to the Delivery Partner), the following shall apply:

1. You must submit a cancellation request in writing via email to sales@serreprosecco.me referencing your Order Confirmation number.
2. Cancellation requests received within two (2) hours of Order Confirmation shall be accepted and any payment already made shall be refunded in full within fourteen (14) Business Days, less any applicable payment processing fees charged by the payment gateway provider (which are non-recoverable by the Company).
3. Cancellation requests received more than two (2) hours after Order Confirmation but before dispatch shall be subject to an administrative and restocking fee equal to ten percent (10%) of the total Order value, with a minimum charge of USD 10 (or equivalent in LBP at the Company’s published exchange rate on the date of cancellation).
4. The Company reserves the right to reject a cancellation request if the Products have already been packaged, labeled or allocated for dispatch, in which case the Order shall be treated as dispatched for the purposes of these Policies.

1.1.3 After Dispatch

Once Products have been dispatched (i.e., handed over to the Delivery Partner), the Order cannot be cancelled. Any attempt to cancel after dispatch shall be treated as a return under Section 2 of these Policies and all conditions and fees applicable to returns shall apply.

IMPORTANT: If you placed an order with online payment and request cancellation after dispatch, you may not unilaterally initiate a chargeback or payment reversal with your bank or payment provider. Doing so constitutes a breach of these Policies and may result in legal action to recover the full Order value plus all associated costs. See Section 3.8.

1.2 Cancellation by the Company

The Company reserves the right to cancel any Order at its sole discretion, including but not limited to the following circumstances:

1. The Products ordered are out of stock or discontinued.
2. A pricing, typographical or technical error has occurred on the Website affecting the Order.
3. The Company is unable to verify the Client’s identity, payment information or delivery address.
4. The Company reasonably suspects fraudulent activity, abuse of promotional offers or violation of any of the Website’s terms.
5. Regulatory, licensing or legal restrictions prevent the Company from fulfilling the Order (including age-verification failures).

In any such case, the Company shall notify the Client and issue a full refund of any amounts paid within fourteen (14) Business Days. The Company shall not be liable for any indirect, consequential or incidental damages arising from such cancellation.

1.3 Recurring and Subscription Orders

If the Website offers subscription or recurring order features, cancellations of future recurring deliveries must be made at least five (5) Business Days before the next scheduled dispatch date. Failure to cancel in time means the next order cycle will be processed and dispatched and the standard post-dispatch rules apply.

SECTION 2: RETURN POLICY

2.1 General Principles

Due to the nature of the Products (alcoholic beverages), the perishable and temperature-sensitive characteristics of Serre Prosecco and the strict hygiene, traceability and food-safety requirements governing the resale of alcohol in Lebanon, returns are accepted only under the specific and limited circumstances described in this Section. The Company does not accept returns for change of mind, buyer’s remorse or personal taste preference under any circumstances.

IMPORTANT: Prosecco is a perishable, temperature-sensitive product. Once Products leave the Company’s controlled storage environment, the Company cannot guarantee that they have been stored in compliance with the required conditions. This is the primary reason returns are strictly limited.

2.2 Eligible Return Scenarios

Returns are accepted exclusively in the following cases:

2.2.1 Damaged Products on Arrival

If Products arrive visibly damaged (broken bottles, crushed packaging, leaking seals), you must:

1. Refuse the delivery at the point of handover OR accept the delivery and immediately document the damage.
2. Photograph and/or video-record the damage, including close-ups of all affected bottles, the outer packaging and the delivery waybill.
3. Notify the Company in writing within twenty-four (24) hours of delivery by emailing sales@serreprosecco.me with the subject line “Damage Report – Order #[number].”
4. Include in the notification: your Order Confirmation number, photographic/video evidence, a description of the damage and the quantity of affected bottles.

Failure to report damage within the twenty-four (24) hour window shall constitute acceptance of the Products as received and no return or refund claim shall be entertained thereafter for visible damage.

2.2.2 Incorrect Products Delivered

If the Products delivered do not match the Order Confirmation (wrong product variant, wrong vintage, wrong quantity), you must notify the Company within forty-eight (48) hours of delivery following the same notification procedure described in Section 2.2.1. Do not open or consume the incorrectly delivered Products. The Company will arrange for collection and replacement or refund at its own expense.

2.2.3 Manufacturing Defects

If a sealed, unopened bottle exhibits a manufacturing defect (e.g., cork taint, abnormal sediment visible through the glass, defective closure), you must notify the Company within seventy-two (72) hours of delivery. The Company reserves the right to inspect the defective bottle(s) or request their return before processing any claim. In such cases, the Company may forward the Products to the manufacturer for verification.

2.3 Non-Returnable Conditions

Under no circumstances shall the Company accept returns for any of the following:

• Products that have been opened, partially consumed or tampered with.
• Products where the original seal, closure, label or packaging has been removed, altered or damaged by the Client.
• Products returned due to the Client’s personal taste, preference, dissatisfaction with the flavor profile or change of mind about the purchase.
• Products that have been stored improperly by the Client after delivery (exposure to heat, direct sunlight, freezing temperatures or humidity outside recommended levels).
• Products where the Client failed to meet the applicable notification deadline specified in Section 2.2.
• Products for which the Client cannot provide the original Order Confirmation number.
• Products purchased more than fourteen (14) calendar days prior to the return request, except for manufacturing defects verifiable by the Company or the manufacturer.

2.4 Wholesale Return Conditions

For Wholesale Orders, the following additional conditions apply:

1. All return requests must be submitted through the same wholesale account that placed the Order.
2. The Client must arrange for the return of the full original case(s). Partial case returns (individual bottles removed from a case) are not accepted unless the partial quantity corresponds to specific damaged or defective items.
3. The Client must provide proof of proper storage conditions from the date of delivery to the date of the return request (e.g., temperature logs for climate-controlled warehouses, photographs of storage area). Failure to provide such proof may result in the rejection of the return request.
4. Wholesale Clients who initiated a return process and subsequently consumed, sold or otherwise disposed of the Products pending return shall forfeit any claim to a refund or credit.

2.5 Return Process

1. Submit your return request via email with all required documentation.
2. The Company will acknowledge the request within two (2) Business Days and provide a Return Authorization Number (RAN) if the return is approved.
3. No return shall be accepted without a valid RAN. Any Products sent back without prior authorization will be refused at the Company’s warehouse.
4. Approved returns must be shipped back or made available for collection within five (5) Business Days of receiving the RAN. Returns received after this window may be rejected.
5. Return shipping costs are borne by the Client, unless the return is due to an error attributable to the Company (wrong products, Company-caused damage).
6. Products must be returned in their Original Condition, securely packaged to prevent transit damage. The Company is not responsible for damage caused during return transit due to inadequate packaging by the Client.

2.6 Refusal of Delivery

If a Client refuses to accept delivery of Products from the Delivery Partner at the point of delivery without a valid, documented reason attributable to visible damage or manifest incorrect shipment:

1. The refusal shall be treated as a post-dispatch cancellation and not as a legitimate return.
2. The Client shall bear all costs of the original delivery, the return-to-warehouse shipping, any applicable restocking fees (fifteen percent (15%) of the Order value) and any deterioration in Product condition caused by the additional transit.
3. If the Products are found to be damaged or compromised upon return to the Company’s warehouse as a result of the unnecessary additional transit, the Client shall be liable for the full value of such Products.
4. The Company shall not be obligated to reship the Order. A refund, if applicable, shall be the total Order value less all applicable deductions described above.

2.7 Late Return Claims

Any return claim submitted beyond the deadlines specified in Section 2.2 shall be automatically rejected without further review. The Company recognizes no exceptions to these deadlines unless prohibited by applicable mandatory consumer protection provisions of Lebanese law. Claims submitted weeks or months after delivery (for example, a wholesaler requesting to return unsold stock six months after purchase) are categorically excluded. The Company is not a consignment partner and bears no responsibility for the Client’s inventory management or resale performance.

2.8 Missing Items Claim

If you believe items are missing from your delivery, the following rules apply:

1. You must report the discrepancy within twenty-four (24) hours of delivery by emailing sales@serreprosecco.me with your Order Confirmation number, the delivery receipt and photographs of the received shipment (including all packaging, inner dividers and the waybill).
2. The Company will cross-reference the claim against its packing records, warehouse CCTV footage and the Delivery Partner’s proof of delivery (weight, photo at door, signature).
3. If the investigation confirms a shortage, the Company will ship the missing items at no additional cost or issue a proportional refund.
4. If the investigation cannot confirm a shortage (e.g., delivery weight matches packing records, delivery photo shows correct box count), the claim shall be denied.
5. Claims for missing items submitted more than twenty-four (24) hours after delivery will not be accepted, as the Company cannot rule out post-delivery handling, consumption or third-party interference.

SECTION 3: REFUND POLICY

3.1 Refund Eligibility

Refunds are issued only in connection with a return approved under Section 2 or a cancellation approved under Section 1. No refund shall be issued outside of these approved channels. The fact that a payment was made online does not create an automatic right to a refund.

3.2 Refund Method

Refunds shall be issued to the same payment method used for the original purchase. If the original payment method is unavailable (e.g., expired credit card, closed bank account), the Company will make reasonable efforts to process the refund through an alternative method agreed upon in writing.

• Credit/debit card payments: refunded to the original card within fourteen (14) Business Days of approval.
• Bank transfer payments: refunded to the originating bank account within fourteen (14) Business Days of approval.
• Cash-on-delivery payments: refunded by bank transfer to an account nominated by the Client within fourteen (14) Business Days of approval, subject to the Client providing valid bank details.

3.3 Refund Amounts and Deductions

The refund amount shall be calculated as follows:

• Full refund (100% of the Product value): Issued when the return or cancellation is due to an error exclusively attributable to the Company (wrong products delivered, Company-caused damage or cancellation within the free cancellation window).
• Partial refund: Issued when deductions apply, including but not limited to restocking fees, return shipping costs borne by the Client, administrative fees for late cancellations and any loss of Product value due to the Client’s handling or storage after delivery.
• No refund: Issued when the return or refund request is rejected per Sections 2.3, 2.7 or 1.1.3.

3.4 Non-Refundable Charges

The following charges are non-refundable under any circumstances:

• Original shipping and delivery fees, unless the return is due to the Company’s error.
• Payment gateway processing fees incurred by the Company during the original transaction.
• Customs duties, taxes or levies paid by the Company on the Client’s behalf (if applicable to the Order).
• Any promotional discounts, loyalty points or credits applied to the original Order (these will be reversed and the refund will be based on the net amount actually paid).

3.5 Refund for Partial Orders

If only part of an Order is eligible for a refund (e.g., three damaged bottles out of a ten-case shipment), the refund shall be calculated proportionally based on the per-unit price of the affected Products, including any applicable per-unit discount that was applied to the Order. Shipping fees are not refunded for partial-order returns unless the entire shipment was defective.

3.6 Store Credit Alternative

At the Company’s discretion and with the Client’s written consent, the Company may offer store credit in lieu of a monetary refund. Store credit shall be equal to one hundred and ten percent (110%) of the approved refund value as an incentive, shall be valid for three (3) months from the date of issuance, shall be non-transferable and shall not be redeemable for cash. If the Client declines the store credit option, the standard monetary refund shall apply.

3.7 Refund Processing Timeline

The Company shall process approved refunds within fourteen (14) Business Days from the date of final approval. Final approval occurs when: (a) the returned Products have been received and inspected at the Company’s warehouse and found to meet the return conditions; or (b) the cancellation has been confirmed per Section 1. The Company is not responsible for delays caused by the Client’s bank, payment provider or any intermediary.

3.8 Chargebacks and Unauthorized Payment Reversals

If a Client initiates a chargeback, payment reversal or dispute with their bank or payment provider without first following the procedures outlined in these Policies, the Company reserves the right to:

• Contest the chargeback with all available documentation (Order Confirmation, delivery proof, signed waybill, CCTV records, communication records).
• Suspend or permanently terminate the Client’s account.
• Pursue recovery of the full Order value plus all fees, costs and legal expenses incurred by the Company in connection with the dispute.
• Report the matter to the relevant credit agencies or fraud-prevention authorities, as permitted by Lebanese law.
• Refuse future Orders from the Client or any affiliated accounts.

The Client agrees that initiating an unauthorized chargeback while a valid product sits at their delivery addressor after having accepted and retained the Products, constitutes an act of bad faith and potential fraud.

3.9 Refund Abuse Prevention

The Company actively monitors refund patterns. If the Company detects a pattern of excessive, serial or suspected fraudulent refund claims from a Client or a group of related accounts, the Company reserves the right to:

• Require additional documentation or in-person verification for future claims.
• Impose a cooling-off period during which refund claims from that Client are processed under enhanced scrutiny.
• Suspend or terminate the Client’s account, forfeiting any pending store credits.
• Offset disputed amounts against any outstanding balances owed by the Company to the Client.

SECTION 4: SHIPPING POLICY

4.1 Delivery Coverage

The Company currently delivers within the territory of Lebanon only. Delivery coverage is subject to change. Certain remote or high-risk areas may be excluded from standard delivery. The Website will indicate at checkout whether your delivery address is within the serviceable area.

4.2 Shipping Fees

Shipping fees are calculated based on the Order size, weight, delivery location and chosen delivery speed. The exact shipping fee will be displayed at checkout before you confirm the Order. The Company reserves the right to modify shipping fee structures at any time; however, the fee displayed at the time of your Order Confirmation shall be the fee applied to your Order.

4.3 Estimated Delivery Times

Estimated delivery windows will be communicated at the time of Order Confirmation. These estimates are indicative and not guaranteed. Standard delivery is typically within three (3) to seven (7) Business Days for orders within Greater Beirut and Mount Lebanon and five (5) to ten (10) Business Days for other regions. The Company shall not be liable for delays caused by the Delivery Partner, adverse weather, road closures, civil unrest, government-imposed restrictions or any force majeure event.

4.4 Delivery Attempts and Failed Deliveries

The Delivery Partner will make up to two (2) delivery attempts at the address provided by the Client. The Client is responsible for ensuring that a competent adult (minimum age of eighteen (18) years per Lebanese law) is present at the delivery address to receive and sign for the shipment.

If both delivery attempts fail due to the Client’s unavailability, refusal or any reason not attributable to the Delivery Partner or the Company:

• The shipment will be held at the Delivery Partner’s nearest depot for five (5) Business Days.
• The Client may arrange collection from the depot within this period by presenting valid identification and the Order Confirmation number.
• If the shipment is not collected within five (5) Business Days, it will be returned to the Company’s warehouse.
• The Client shall bear the cost of both failed delivery attempts, the depot storage fee (if any) and the return-to-warehouse shipping cost.
• Upon return to the Company’s warehouse, the Products will be inspected. If they remain in Original Condition, the Company may, at its discretion, offer the Client an option to reship (at the Client’s expense) or issue a refund less all applicable deductions (original shipping, return shipping, restocking fee of fifteen percent (15%) of the Order value).
• If the Products have been compromised during the additional transit (temperature exposure, damage), the Client shall be liable for the full Order value and no refund shall be issued.

4.5 Risk of Loss and Title Transfer

Title to and risk of loss for the Products shall pass to the Client upon delivery (i.e., upon the Client or the Client’s authorized representative signing the delivery receipt or accepting the handover from the Delivery Partner). Once the delivery receipt is signed or the Products are accepted, the Company bears no responsibility for any subsequent loss, damage, theft or deterioration of the Products.

4.6 Signature and Proof of Delivery

All deliveries require a signature from the Client or an authorized representative at the delivery address. The signed delivery receipt (physical or electronic) constitutes conclusive proof of delivery. If the Client provides authorization (written or via the Website) for the Delivery Partner to leave the shipment at a designated location without a signature (e.g., at a reception desk, with a building doorman), the Client assumes all risk from the moment the Delivery Partner deposits the shipment at the designated location.

4.7 Order Tracking

Where available, the Company will provide a tracking number or link to the Delivery Partner’s tracking system. The Client is responsible for monitoring the shipment’s progress and ensuring availability at the delivery address on the estimated delivery date.

4.8 Special Handling and Fragile Goods

The Company takes reasonable precautions to package Products securely for transit, including protective inner dividers and thermal insulation during extreme weather. However, the Company does not guarantee the integrity of glass bottles during transit and relies on Delivery Partner insurance and standard of care. Claims for transit damage must be submitted per Section 2.2.1.

4.9 Age Verification

In compliance with Lebanese law, the Delivery Partner may request proof of age from the recipient at the point of delivery. If the recipient cannot produce valid identification confirming they are at least eighteen (18) years of age, the Delivery Partner will not release the shipment. This shall be treated as a failed delivery attempt under Section 4.4.

SECTION 5: GENERAL PROVISIONS

5.1 Communication

All notices, claims and correspondence under these Policies must be submitted in writing via email to sales@serreprosecco.me. Verbal communications (including phone calls) are not considered formal notice. The Company may record phone calls for quality and dispute resolution purposes, but recorded calls do not substitute for the written notice requirements of these Policies. The Company will respond to all written communications within two (2) Business Days.

5.2 Dispute Resolution

In the event of a dispute arising from or relating to these Policies, the parties shall first attempt to resolve the matter amicably through direct communication. If the dispute is not resolved within thirty (30) calendar days, either party may refer the matter to mediation administered by the Beirut Bar Association or another mutually agreed mediation body. If mediation fails, the dispute shall be submitted to the exclusive jurisdiction of the competent courts of Beirut, Lebanon.

5.3 Force Majeure

The Company shall not be held liable for any failure or delay in performance caused by circumstances beyond its reasonable control, including but not limited to: war, armed conflict, civil unrest, terrorism, government actions, sanctions, epidemics or pandemics, natural disasters, extreme weather conditions, power outages, telecommunications failures, disruptions to supply chains or logistics networks or any similar events. During a force majeure event, delivery timelines are suspended and the Company will notify affected Clients as soon as reasonably practicable.

5.4 Amendments

The Company reserves the right to amend these Policies at any time by publishing the updated version on the Website with a new Effective Date. Amendments shall not apply retroactively to Orders placed before the publication of the amendment. It is the Client’s responsibility to review the Policies periodically. Continued use of the Website after publication of amended Policies constitutes acceptance of the amendments.

5.5 Severability

If any provision of these Policies is found to be invalid, illegal or unenforceable by a competent court, the remaining provisions shall continue in full force and effect. The invalid provision shall be replaced by a valid provision that achieves, to the greatest extent possible, the original commercial intent.

5.6 Entire Agreement

These Policies, together with the Website’s General Terms and Conditions and Privacy Policy, constitute the entire agreement between the Client and the Company with respect to the subject matter hereof. No oral or written representations, warranties or promises made by any employee, agent or representative of the Company outside of these published documents shall be binding.

5.7 Governing Law

These Policies shall be governed by and construed in accordance with the laws of the Republic of Lebanon, without regard to conflict-of-law principles.

5.8 Language

These Policies are drafted in English. Should a translated version in Arabic or any other language be made available, the English version shall prevail in the event of any inconsistency or dispute over interpretation.

5.9 No Waiver

The Company’s failure to enforce any right or provision under these Policies shall not constitute a waiver of such right or provision. Any waiver must be in writing and signed by an authorized representative of the Company.

SECTION 6: QUICK REFERENCE SUMMARY

The following table is provided for convenience only and does not replace or modify the detailed terms set out in Sections 1 through 5 above. In the event of any conflict, the detailed terms prevail.

Scenario	Deadline	Outcome
Cancel before confirmation	Any time	Full refund, no fees
Cancel ≤2h after confirmation	2 hours	Full refund less payment processing fees
Cancel >2h after confirmation, before dispatch	Before dispatch	Refund less 10% restocking fee (min. USD 20)
Cancel after dispatch	N/A	Treated as a return (Section 2)
Damaged on arrival	24 hours	Full replacement or refund, Company bears cost
Wrong product delivered	48 hours	Replacement or refund, Company bears cost
Manufacturing defect	72 hours	Inspection + replacement or refund
Change of mind / taste	N/A	No return, no refund
Missing items	24 hours	Investigation; replacement or proportional refund if confirmed
Refused delivery (no valid reason)	N/A	Return-to-warehouse fees + 15% restocking; possible full forfeiture
Late return claim (after deadlines)	N/A	Automatically rejected
Wholesale return – no storage proof	14 days	May be rejected
Unauthorized chargeback	N/A	Account termination + legal recovery of full amount