Legal notice

1. Introduction and Scope

These Conditions of Sale (hereinafter, the "Conditions") govern the contracts for the sale of goods concluded between the Buyer and the Producers through the Tuscany Market Hub marketplace (hereinafter, the "Marketplace"), managed by the Federazione Italiana Ambulanti (hereinafter, the "Marketplace Owner" or "FIA").

These Conditions apply to sales made through the Marketplace and are drafted in compliance with applicable law, including:

  • Legislative Decree 6 September 2005, no. 206 (Consumer Code), as amended by Legislative Decree 21 February 2014, no. 21 and Legislative Decree 4 November 2021, no. 170;
  • Legislative Decree 9 April 2003, no. 70, concerning e-commerce;
  • the Civil Code and, in particular, the provisions concerning sales contracts;
  • Directive 2013/11/EU and Articles 141 et seq. of the Italian Consumer Code, on alternative dispute resolution (ADR).

These Conditions supplement the Marketplace Terms of Use and the privacy policy. The Right of Withdrawal page details the procedures for exercising the right of withdrawal.

2. Identification of the Parties to the Sales Contract

The sales contract for products purchased through the Marketplace is established directly between:

  • Seller: the Producer who owns the product sheet, identified during the purchase process and in the order confirmation. Each Producer acts in their own name and on their own behalf towards the Buyer, as the legally responsible party for the sale;
  • Buyer: the individual or legal entity placing the order through the Marketplace. These Conditions apply in full to the Buyer who qualifies as a consumer under Article 3 of the Consumer Code.

The Marketplace Owner acts as the technical manager of the platform and performs intermediation functions, purchase process management, logistical coordination, and customer care, in accordance with the procedures indicated in these Conditions and the Terms of Use. The Marketplace Owner is not a seller of the products offered, except where expressly indicated.

3. Definitions

For the purposes of these Conditions, the following definitions apply:

  • Marketplace: the Tuscany Market Hub website, accessible at tuscanymarkethub.it;
  • Marketplace Owner or FIA: Federazione Italiana Ambulanti, manager of the platform;
  • Producer: each artisan or agri-food producer participating in the project and registered on the Marketplace as a seller;
  • Market trader: the person who engages in trade on public land, belonging to the Marketplace circuit and authorized to provide the pickup service, identified by a unique code; physical delivery of the product takes place at their stall;
  • Buyer or Customer: the person who places an order through the Marketplace;
  • Consumer: the Buyer who is a natural person acting for purposes unrelated to any entrepreneurial, commercial, craft or professional activity, pursuant to Article 3 of the Consumer Code;
  • Order: the contractual proposal sent by the Buyer through the Marketplace for the purchase of one or more products;
  • Order Confirmation: the email communication sent by the Marketplace confirming receipt and acceptance of the Order and finalizing the sales contract;
  • Market: each of the active markets in the project circuit where the pickup service is available;
  • Pickup Confirmation: the communication made by the market trader, by which the pickup date and time slot at the Market are agreed with the Buyer;
  • Partner Courier: the shipping service provider responsible for home delivery (Mail Boxes Etc. and related carriers).

4. Subject of the Contract

The contract concerns the sale of products offered on the Marketplace, described in their respective product sheets. The essential characteristics of each product, including name, description, weight or quantity, ingredients and allergens (for food products), unit price, storage methods, and availability, are indicated on the product sheet and viewable by the Buyer before placing the Order.

The images and descriptions on the Marketplace are for illustrative purposes. Any minimal variations in the appearance, color, or size of the product, due to its artisanal nature or food origin, do not constitute a lack of conformity.

5. Order Procedure

To place an Order, the Buyer:

  • selects the desired products and adds them to the cart;
  • reviews the cart summary, including prices, quantities, and availability;
  • in the cart, selects the delivery method (home delivery via Partner Courier or pickup at one of the active Markets);
  • if selecting Market pickup, enters in the cart the code of the chosen market trader and a valid phone number (see Article 8.2);
  • enters in the cart the required tax details, which are mandatory in order to proceed: the tax code (codice fiscale) if buying as a private individual; the company name, VAT number and SDI recipient code or PEC address if buying as a VAT-registered entity;
  • proceeds to checkout, providing the required identification, delivery, and billing information;
  • selects the payment method and provides the necessary information to complete the transaction;
  • expressly accepts these Conditions of Sale, the Terms of Use, and the privacy policy;
  • confirms the Order.

Placing the Order constitutes a contractual proposal by the Buyer, binding upon them. Before final submission, the Buyer has the opportunity to review and modify the Order, pursuant to Article 51, paragraph 3, of the Consumer Code.

6. Conclusion of the Contract

The sales contract is concluded upon the Buyer's receipt of the Order Confirmation sent via email by the Marketplace. The Order Confirmation contains a summary of the purchased products, the prices applied, the selected delivery methods, the total amount charged, and the identification details of the selling Producer.

The Order Confirmation does not contain the definitive Market pickup date: the pickup date and time slot are subsequently agreed with the Buyer through the Pickup Confirmation procedure described in subsequent Article 8.2.

The Marketplace reserves the right not to process Orders in the event of subsequent unavailability of products, obvious material errors in the product sheet, suspicious payment irregularities, or violations of these Conditions. In such cases, the Buyer is guaranteed a full refund of any amount already paid.

7. Prices, Charges, and Payment Methods

7.1 Prices

The prices indicated on the Marketplace are in Euros and include VAT, where applicable, according to the current rate. Prices do not include shipping costs, which are calculated and indicated separately during checkout based on the selected delivery method and destination.

The Marketplace reserves the right to change product prices at any time. The prices applicable to the Buyer are those indicated at the time the Order is placed.

7.2 Payment Methods

Payment of the total Order amount occurs concurrently with the placement of the Order, through the electronic payment methods available on the Marketplace (credit cards, debit cards, prepaid cards, any digital wallets, and other enabled payment instruments).

Payment instrument data (card number, expiration date, security code) are never processed or stored by the Marketplace. Payment transactions are managed in a secure environment by the payment service provider integrated into the Marketplace, certified according to industry security standards (PCI-DSS).

7.3 Accounting and Tax Documents

The accounting and tax documentation relating to the Order is issued by the selling Producer in accordance with applicable tax regulations. A request for invoicing, where provided for, must be made during checkout, providing the required data.

8. Delivery Methods

The Marketplace offers two alternative delivery methods, selectable by the Buyer in the cart, before checkout: home delivery via Partner Courier and pickup at an active Market in the project circuit.

8.1 Home Delivery

Home delivery is carried out by a Partner Courier to the address indicated by the Buyer during the Order process. Estimated delivery times are communicated during checkout and in the Order Confirmation, it being understood that they may vary depending on the destination, product availability at the Producer, and events not attributable to the Marketplace or the Partner Courier (force majeure, adverse weather conditions, strikes).

Shipping costs are indicated separately during checkout and are borne by the Buyer, unless otherwise specified (e.g., promotions or spending thresholds for free shipping).

Upon delivery, the Buyer is invited to check the integrity of the packaging. Any discrepancies, visible damage, or shortages must be reported to the Courier and the Marketplace customer care within the terms and in the manner provided by applicable law.

8.2 Market Pickup

The Buyer can select pickup at the stall of a market trader belonging to the project circuit. The trader is chosen during the purchase, by entering in the cart the identification code assigned to each trader; the Market of pickup is the one where the chosen trader carries out their activity. The selection of Market pickup is subject to the following requirements, expressly accepted by the Buyer with the order confirmation:

  • Provision of a valid phone number: operational coordination for pickup occurs through a phone call from the market trader to the number indicated by the Buyer during the Order. For this reason, Market pickup is only available to Buyers who provide a valid phone number. Buyers who do not wish to provide one are invited to select home delivery;
  • Availability to receive communications from the market trader and from the Marketplace's customer care, exclusively for the operational coordination of pickup. Such communications do not constitute direct marketing activities and cease upon completion of the Order.

Following the Order Confirmation, the Producer ships the product to the market trader chosen by the Buyer. When the product is available at the stall, the trader contacts the Buyer at the phone number indicated in the Order to arrange the pickup date and time slot at the Market (hereinafter, the "Pickup Confirmation"). The Pickup Confirmation is considered finalized upon the Buyer's acceptance of the proposed date and time slot. The Pickup Confirmation serves as formal communication pursuant to these Conditions.

If the market trader is unable to get a response from the Buyer at the phone number indicated within 7 (seven) days of the product becoming available at the stall, the Marketplace customer care will send a second contact attempt via email to the address provided during the Order. If, after a further 7 (seven) days from the second attempt, a pickup date cannot be agreed upon, the Marketplace reserves the right to consider the Order non-executable and to proceed with a full refund to the Buyer, excluding any further obligations. Where technically possible, the option to propose converting the Order to home delivery to the Buyer, as provided in subsequent Article 8.3, remains unaffected.

At the time of pickup at the Market, the Buyer must present a valid identification document and the Order reference, in order to allow for correct identification and delivery of the product, and must sign the pickup receipt provided by the market trader. Signing the receipt certifies the physical delivery of the product: from that moment the terms referred to in Article 10 and the period for exercising the right of withdrawal referred to in Article 12 begin to run.

8.3 Failure to Pickup at the Market

This article applies to cases where, after the Pickup Confirmation, the Buyer does not appear at the selected Market on the agreed date and time slot.

In the event of failure to pick up on the agreed date, the market trader will contact the Buyer at the phone number indicated in the Order and, secondarily, the Marketplace customer care will intervene in writing, reporting the incident and proposing the Buyer the following two alternatives:

  • Alternative A — New pickup at the same Market: agree on a new pickup date at the same Market, to be carried out within 15 (fifteen) days from the date of the first missed pickup, subject to what is provided in the following paragraph for perishable products;
  • Alternative B — Conversion to home delivery: convert the Order to home delivery via Partner Courier. In this case, shipping costs are entirely borne by the Buyer and will be communicated before the conversion. The conversion takes place upon agreement with the Marketplace customer care, who can be contacted via the channels indicated in subsequent Article 18.

If, after 15 (fifteen) days from the date of the first missed pickup, the Buyer has not exercised either alternative A or alternative B, and has not contacted the Marketplace customer care, the Order will be automatically canceled due to the Buyer's fault, resulting in the forfeiture of the right to reimbursement of the price paid.

For perishable products and for products whose expiry date or best-before date (TMC) is earlier than 15 (fifteen) days from the date of the first missed pickup, the deadline for new pickup coincides with the expiry date or best-before date of the product. After this deadline, the Order is automatically canceled due to the Buyer's fault, with consequent forfeiture of the right to reimbursement of the price paid. This circumstance is motivated by the specific nature of fresh agri-food products and the objective impossibility of preserving the product beyond its expiry date.

The clauses referred to in this article form an integral part of the essential conditions of the contract and are expressly accepted by the Buyer with the confirmation of the Order. They are considered necessary to ensure the operational sustainability of the Market pickup service and the integrity of the products, particularly agri-food products.

9. Subsequent Product Unavailability

The availability of products offered on the Marketplace is subject to variations depending on seasonality, Producer stock levels, and production conditions. In exceptional cases, a product may become unavailable during order fulfillment. In such an event:

  • if the unavailability concerns only a part of the Order, the Buyer will be contacted to agree on the management method (partial delivery of available products with refund for the unavailable product, replacement with a product of equal value, or cancellation of the Order);
  • if the unavailability concerns the entire Order, the Order will be canceled and the amount paid will be fully refunded to the Buyer.

The refund, where applicable, will be made without undue delay and, in any case, within 14 days from the cancellation notification, using the same payment method used by the Buyer, unless otherwise agreed.

10. Transfer of Risk

The risk of loss or damage to the product transfers to the Buyer at the time of physical delivery of the goods, pursuant to Article 63 of the Consumer Code. For home delivery, this moment coincides with the delivery of the product by the Partner Courier to the Buyer or a person designated by them. For Market pickup, this moment coincides with the physical delivery of the product to the Buyer at the pickup stall.

11. Legal Guarantee of Conformity

All products purchased through the Marketplace are covered by the legal guarantee of conformity provided for in Articles 128 et seq. of the Consumer Code. The legal guarantee of conformity is provided by the selling Producer, who is liable to the Consumer for any lack of conformity existing at the time of delivery of the product and which manifests itself within 24 (twenty-four) months from said delivery.

In the event of a lack of conformity, the Consumer has the right to have the conformity restored by repair or replacement of the goods, a reduction in price, or termination of the contract, according to the criteria and conditions provided for in Articles 135-bis et seq. of the Consumer Code.

The Consumer forfeits their guarantee rights if they do not report the lack of conformity to the selling Producer within two months from the date of discovery, unless otherwise applicable provision. Reports can be made through the Marketplace's contact channels, which will forward them to the selling Producer.

The statutory warranty of conformity does not apply to goods which, by their nature, are intended to be consumed within a short period (perishable food products, fresh products). For such products, specific provisions regarding labeling, expiry and storage apply, as well as the safeguards provided in case of defective, altered or non-conforming products compared to the information provided on the product sheet.

12. Right of withdrawal

The Consumer has the right to withdraw from the contract, without providing any reason, within 14 (fourteen) days from the delivery of the product, pursuant to articles 52 et seq. of the Consumer Code. The procedures for exercising the right of withdrawal, the exclusions provided for by art. 59 of the Consumer Code (with particular regard to perishable food products and sealed products for hygienic reasons), the procedures for returning the product and refunding the price are regulated in detail on the Right of Withdrawal page, which forms an integral part of these Conditions.

13. Complaints

For any complaint related to the product, delivery, or execution of the contract, the Buyer can contact the Marketplace's customer care through the channels indicated in article 18 below. The Marketplace undertakes to respond to the complaint without undue delay and, in any case, within a reasonable period, acting as a coordination point between the Buyer and the competent Seller Producer.

It is understood that the substantial responsibility for the conformity of the product and for the fulfillment of the warranty obligations lies with the Seller Producer, as a party to the sales contract.

14. Dispute Resolution

For any dispute arising from the interpretation, execution or validity of these Conditions, the Buyer who qualifies as a Consumer has the right to appeal to the court of the place of residence or elective domicile, pursuant to art. 66-bis of the Consumer Code. For Buyers other than the Consumer, the court indicated by the applicable law will have exclusive jurisdiction.

Buyers who qualify as Consumers are informed that the European Online Dispute Resolution platform ("ODR"), established by Regulation (EU) No 524/2013, was discontinued on 20 July 2025 following the repeal of that Regulation by Regulation (EU) 2024/3228. This does not affect the Consumer's right to use the alternative dispute resolution (ADR) procedures provided for by Articles 141 et seq. of the Italian Consumer Code, by applying to an ADR body listed by the competent authorities. For cross-border disputes involving traders established in other European Union countries, the Consumer may contact the European Consumer Centre Italy (ECC-Net Italy).

The Consumer Buyer also has the option to contact a mediation body registered in the register held at the Ministry of Justice, pursuant to Legislative Decree 4 March 2010, no. 28.

15. Force majeure

The Marketplace and the Producers are not responsible for delays or non-performance due to force majeure, i.e., unforeseeable events beyond their control (exceptional weather events, natural disasters, strikes, logistics sector blockades, acts of authority, pandemics, serious communication network malfunctions). In such cases, the deadline for performance is extended for the period necessary for the impeding cause to cease.

16. Amendments to the Conditions

The Marketplace Owner reserves the right to modify these Conditions at any time, including as a result of regulatory, organizational or technological developments. The modifications are effective from the date of publication of the updated version on the Marketplace. Sales already finalized before the modification will continue to be governed by the Conditions in force at the time of Order Confirmation.

17. Applicable Law

These Conditions are governed by Italian law. This clause does not prejudice the application of the mandatory provisions of the law of the country in which the Consumer has their habitual residence, if more favorable.

18. Contacts and customer care

For any request for information, assistance, complaint management or operational coordination of market collection, the Buyer can contact the Marketplace's customer care at the addresses published on the Contacts page.

For any formal communication relating to the contract, the Buyer can contact the Marketplace Owner at the institutional addresses indicated in the Terms of Use.