Refund policy

Returns, Refunds & Order Issues

Last updated: August 3, 2026

At Lello.Store, every order is selected, inspected, and prepared with care. We want your order to arrive in excellent condition and to reflect the quality presented on our website.

This policy explains how Callegari 520 LLC, doing business as Lello.Store, handles returns, refunds, damaged products, fulfillment errors, and other order concerns.

Food, Beverage and Consumable Products

For health, safety, and quality-control reasons, the following products are generally final sale and cannot be returned or exchanged:

• Food and beverage products
• Perishable or temperature-sensitive goods
• Opened or used consumable products
• Products with broken or removed protective seals after delivery
• Personal-care or hygiene-sensitive products
• Any product that cannot safely be restocked and resold

This final-sale restriction does not apply when a product arrives damaged, defective, compromised, incorrect, missing, or affected by an error made by Lello.Store.

A change of mind, dislike of a flavor, or personal taste preference does not ordinarily qualify a food product for a refund.

Damaged, Leaking or Compromised Products

Please inspect your order promptly after delivery.

Do not consume or use a product if:

• A glass container is cracked or broken
• The product is leaking
• A lid, cap, vacuum seal, or protective seal appears loose, broken, or compromised
• The container is swollen, bulging, or visibly damaged
• There are signs of tampering
• The product has an unusual appearance, odor, or condition that raises a reasonable safety concern

Contact us promptly and retain the affected product, shipping carton, packing materials, and shipping label until we complete our review.

Do not return damaged food unless we specifically instruct you to do so.

Reporting an Order Problem

Damage, defects, incorrect products, missing products, and other fulfillment concerns should be reported within seven calendar days after delivery.

Whenever possible, visible shipping damage or leakage should be reported within 48 hours after delivery so that we can document the condition and, when appropriate, submit a timely carrier claim.

Please email lello@lello.store and include:

• Your full name
• Your order number
• A description of the problem
• Clear photographs of the affected product
• Photographs of the exterior and interior shipping packaging
• A photograph of the shipping label
• A photograph of any lot code, date marking, seal, or damaged area relevant to the concern

We may request additional photographs or information when reasonably necessary to review the claim.

The reporting periods above help us investigate an issue effectively. They do not limit any rights that cannot lawfully be limited under applicable law.

Remedies for Confirmed Order Problems

After reviewing the available information, Lello.Store may provide an appropriate remedy, which may include:

• Replacement of the affected product
• Replacement with a comparable product, with your approval
• A partial refund
• A full refund for the affected product
• Store credit, when accepted by the customer
• Another reasonable resolution appropriate to the circumstances

The remedy will depend on the nature of the issue, the portion of the order affected, product availability, and applicable law.

When a product is confirmed to have arrived damaged, defective, compromised, incorrect, or missing because of our fulfillment error, the customer will not be responsible for reasonable return-shipping costs.

If a replacement is unavailable, we will ordinarily refund the purchase price of the affected product and any shipping charge specifically attributable to that product when appropriate.

An issue affecting one product does not automatically require a refund of unaffected products in the same order.

Handcrafted and Artisanal Product Variation

Many products offered by Lello.Store are handcrafted, traditionally produced, naturally derived, or made in limited quantities.

Minor variations in color, texture, flavor, finish, dimensions, labeling, or packaging may occur between production batches. These natural or manufacturer-authorized variations are not ordinarily considered defects when they do not affect the product’s safety, identity, intended use, or overall quality.

If a variation appears substantial or you believe the product received is materially different from the product ordered, contact us for review.

“Best By,” “Best Before” and Date Markings

“Best By,” “Best Before,” and similar quality dates generally indicate the period during which a properly stored product is expected to retain its preferred flavor, texture, appearance, or overall quality.

Imported products may display dates in a format different from the standard United States format. For example, a date may appear in day/month/year format rather than month/day/year format.

Unless a shorter date window is clearly disclosed before purchase, Lello.Store aims to provide products with a reasonable remaining period of expected quality.

Please contact us within seven calendar days after delivery if:

• A product arrives past its labeled date
• The date is missing or illegible
• The product has materially less remaining time than was disclosed
• You believe an imported date has been interpreted incorrectly
• The condition of the product raises a reasonable quality or safety concern

Do not consume a product that appears spoiled, compromised, improperly sealed, or otherwise unsafe, regardless of the printed date.

Eligible Non-Food Returns

Eligible non-food products may be returned within 30 calendar days after delivery.

To qualify for a return, the product must be:

• Unused and unaltered
• In its original condition
• In its original packaging
• Complete with all accessories, inserts, labels, and components
• Accompanied by proof of purchase
• Suitable for resale

Email lello@lello.store before sending any product back. Products returned without prior authorization may be refused or returned to the sender.

If approved, we will provide return instructions and the correct return address. Do not send a return to the address printed on the original shipping package unless we specifically instruct you to do so.

Return Shipping

For an approved return resulting from damage, defect, an incorrect product, or a Lello.Store fulfillment error, Lello.Store will cover reasonable return-shipping costs when a physical return is required.

For an approved discretionary return of an eligible non-food product:

• The customer is responsible for return shipping
• Original shipping charges are nonrefundable
• We recommend using a trackable shipping service
• The customer remains responsible for the return until it is delivered to the authorized return address

Return shipping charges may be deducted from the refund when Lello.Store provides the return label.

Products That Cannot Be Returned

Unless required by applicable law, we cannot accept returns of:

• Food or beverage products
• Perishable or temperature-sensitive goods
• Opened or used consumable products
• Personal-care or hygiene-sensitive products
• Gift cards
• Customized, monogrammed, or personalized products
• Products clearly identified as final sale before purchase
• Products damaged through use, mishandling, improper storage, neglect, or failure to follow product instructions after delivery
• Products missing original components, accessories, packaging, or labels
• Unauthorized returns

A discounted price alone does not make a product final sale unless it was clearly identified as final sale before purchase.

Exchanges

We do not generally process direct exchanges for discretionary non-food returns.

The most efficient method is usually to complete the approved return and place a separate order for the desired product.

Replacements for products that arrive damaged, defective, compromised, incorrect, or missing will be handled directly by Customer Care and remain subject to availability.

Refund Processing

We will notify you after an approved return or claim has been reviewed.

Approved refunds will be issued to the original payment method. We cannot redirect a refund to a different card, bank account, or person.

We ordinarily initiate an approved refund within five business days after:

• Completing the claim review; or
• Receiving and inspecting a required return

Your bank, card issuer, or payment provider may require additional time to post the refund to your account.

Original shipping charges are generally nonrefundable unless:

• The order was incorrect because of our error
• The product arrived damaged or defective
• The entire order could not be fulfilled
• A refund of shipping is otherwise required by applicable law

Promotional Purchases, Sets and Complimentary Gifts

Products purchased as a set or bundle may need to be returned together to qualify for a full refund.

When a return causes an order to no longer qualify for a promotion, complimentary gift, or quantity discount, the refund may be adjusted to reflect the terms of the original promotion.

Any complimentary product connected to the returned purchase must also be returned unused and in its original condition unless we instruct otherwise.

Order Cancellations

Contact us immediately if you need to request an order cancellation.

We will make a reasonable effort to accommodate the request, but cancellation cannot be guaranteed after an order has entered processing, has been packed, or has been transferred to a carrier.

An order is not considered canceled until Lello.Store confirms the cancellation.

Please do not refuse delivery or return a package without first contacting us. Unauthorized or refused shipments may not qualify for a full refund, particularly when the order contains food or other non-returnable products.

Gifts

Refunds are issued to the original purchaser and the original payment method.

When appropriate, a gift recipient may be offered store credit instead of a refund, provided that the order can be verified and the product otherwise qualifies under this policy.

Shipping and Delivery Concerns

Lost packages, address errors, delivery scans, carrier delays, and packages reported missing after delivery are governed by our Shipping and Delivery Policy.

Please contact Customer Care promptly if an order has not arrived or if tracking information appears incorrect.

Contact Customer Care

For returns, damage claims, missing products, or other order concerns:

Email: lello@lello.store
Telephone: 415-342-5522

Please include your order number in all communications.

Callegari 520 LLC
Doing business as Lello.Store
Newburgh, Indiana, United States