Returns & Refunds Policy
Due to the nature of our products we are unable to accept returns on meal kit products.
Returns are possible for wine, cocktails and soft drinks provided they are unopened with any seals intact, following the procedure outlined below.
Our dishes and food products are produced and packaged to the highest standard for freshness. If for any reason the food you have received does not seem fresh for any reason, please contact our team using the contact form on our website or by replying to your order confirmation email. If we, at our discretion, agree that the food does not meet our standards of freshness we will offer to replace or refund.
You will be asked to provide photographs of the food taken within 24 hours of delivery.
We package all of our dishes and products carefully to prevent damage, however, on occasion damage may occur in transit due to reasons beyond our control. Should your package arrive damaged beyond use please contact us so we can arrange a free replacement on our next available delivery day, or a refund.
Note: Gel cool packs are made from a food-safe material. Occasionally gel packs can burst during transit as they defrost. While it can be a little messy this gel is completely safe and will not contaminate food products.
You will need to provide a photo(s) of the damage to us within 48 hours of receiving your order including:
Damage to Outer Postal Box
Damage to Inner Boxes – as relevant
Damage to Bottle Carriers – as relevant
Damage to Bottles – as relevant
Damage to Pasta, Sauce Packs or other contents of inner boxes.
Our courier partners are given strict instructions to deliver the packages or leave them in a safe space, or with a neighbour. They are never returned to the depot or post office and will not be returned to us (the sender).
If you have not received your delivery please contact us by e-mail to CAH@puntoitalian.co.uk and we can trace the delivery. If delivery has failed due to courier or company error we will replace or refund without hesitation.
Due to the perishable nature of our meal kits and food products, we are unable to accept returns. Refunds are only offered as outlined in the quality and damage sections above.
Other packaged items can be returned for a refund (less postage costs) by contacting the team at CAH@puntoitalian.co.uk who will provide you with return details.
If you choose to use your own courier you will be responsible for providing the courier with the correct return details and for paying the delivery fee. This must be via a tracked service.
If you need to cancel your order, please contact the team within 24 hours of placing your order via e-mail to CAH@puntoitalian.co.uk
Cancellation requests made after 24 hours following placing an order may not be possible if delivery has already been booked with our courier. Refunds of orders cancelled after 24 hours from placing the order are carried out at our sole discretion.