Order Cancellation:
Order cancellation is not always possible. If the preparation of the order has already begun, it is no longer possible to cancel the order or receive a refund. Therefore, we do not guarantee the cancellation of any order. However, customers may still request a cancellation, and we will make every effort to accommodate the request if possible.
How to Request a Refund:
To request a refund, please send an email to info@buonaitalia.us, stating the reason for the refund request and providing as much information as possible. Along with your request, you must provide evidence such as photos or videos showing the condition of the products. We will carefully evaluate the evidence received to determine the actual condition of the products. In some cases, we may consult with our experts, including the producers of the products, especially when assessing the condition of perishable items like cheese, fresh pasta, and stuffed pasta. These cases may require a more detailed analysis as the condition of the products may not always be easily determined.
The refund request must be submitted within 7 days from the delivery date; otherwise, it will be automatically rejected.
Replacement Before Refund:
In most cases, we will first offer a replacement of the damaged or lost product before proceeding with a refund. We believe this approach ensures that you receive the items you ordered in the best possible condition.
Lost Shipments:
If a shipment is lost, we must wait for confirmation from the courier service regarding the actual loss of the package. Once confirmed, we will proceed with either the replacement of the products or the refund. Please note that as long as the package is marked as “in transit” by the courier, we cannot issue refunds or replacements.
Delays and Transit Times:
We do not guarantee refunds related to shipping delays. International shipments may occasionally experience delays caused by couriers, Customs inspections, weather conditions, peak seasons, or other circumstances beyond our control. Therefore, transit times are always considered estimates and not guaranteed delivery dates.
If you need your order delivered by a specific date (for example for an event, holiday, or gift), we strongly recommend contacting our customer care before placing the order. Orders placed without prior confirmation of the requested delivery timeframe will not be eligible for refunds due to late delivery.
However, if a shipping delay causes the spoilage of one or more perishable products, we may offer a refund or replacement after evaluating the situation. Ensuring that fresh products arrive in the best possible condition remains one of our top priorities.
Customer Address Errors:
If the customer enters an incorrect delivery address and this mistake causes delays resulting in the spoilage of any perishable products within the shipment, we cannot guarantee a refund for those items. The delays caused by incorrect addresses are beyond our control, and we are not responsible for the condition of the products affected by such delays.
Refund Conditions:
A full refund is only provided for shipments that have been lost or for products that are completely broken/damaged and unusable.
A partial refund is available if only some products have arrived broken/damaged and are unusable. Please note that refunds are provided only for products that are no longer consumable. For instance, if the outer packaging is damaged but the product inside remains intact, you are not eligible for a refund.
However, an exception applies to products that include a gift box. In such cases, if the gift box is damaged, you will be eligible for a partial refund corresponding to the value of the gift box only, not the entire product.
Example:
- If a bottle of oil breaks, you will be refunded for the broken bottle.
- If the broken bottle spills oil on another bottle, only the broken bottle will be refunded.
- If the spilled oil damages a gift box for which you paid an extra charge, the extra charge and the broken bottle will be refunded.
We will respond to your refund request as quickly as possible after a thorough analysis.
