Returns & Refund Policy

At PUTIA, we take great care in packaging and delivering our products to ensure they arrive in excellent condition. Due to the nature of the products we sell, all returns, replacements, and refund requests are subject to review and approval by our team.

By placing an order on our website, customers agree to the terms outlined below.

Perishable Food Products

Most products sold by PUTIA are perishable food items and are therefore exempt from the standard right of cancellation and return under the UK Consumer Contracts Regulations.

For food safety, hygiene, and quality control reasons, PUTIA does not accept returns for:

Perishable food products
Opened items
Used or partially consumed products
Products not stored correctly after delivery
Items returned without prior written approval
Orders refused at delivery without valid reason

We reserve the right to refuse any return that does not meet these conditions.

Damaged, Incorrect, or Faulty Items

If your order arrives damaged, faulty, or incorrect, you must contact us within 48 hours of delivery by emailing:

orders@putiaitalianfoodbox.co.uk

Please include:

Your order number
A description of the issue
Clear photos of the product, packaging, and shipping label

Claims submitted without sufficient photographic evidence or outside the required timeframe may be rejected.

PUTIA reserves the right to investigate all claims before approving any refund, replacement, or compensation.

Refund Eligibility

Refunds, replacements, or store credit may be offered solely at the discretion of PUTIA.

Refund requests may be refused where:

Damage occurred after delivery
The product has been opened or consumed
Products were not refrigerated or stored correctly
Delivery information provided by the customer was incorrect
The claim appears abusive, excessive, or fraudulent
The issue is reported outside the required timeframe

Where appropriate, PUTIA may offer:

A replacement product
Store credit
A partial refund
instead of a full refund.

Approved refunds will be processed to the original payment method within 14 days.

Shipping costs are non-refundable unless the error was caused directly by PUTIA.

Delivery Responsibility

Customers are responsible for:

Providing accurate delivery information
Monitoring tracking updates
Ensuring someone is available to receive the parcel where necessary
Refrigerating or storing products appropriately immediately after delivery

PUTIA is not responsible for:

Failed deliveries caused by incorrect customer information
Missed delivery attempts
Courier delays outside our control
Damage occurring after successful delivery
Spoilage caused by delayed refrigeration after delivery

If an order is returned to sender due to failed delivery, non-collection, or incorrect address details, PUTIA reserves the right to refuse a refund or deduct shipping and handling costs from any approved refund.

Safe Place Deliveries

If the customer authorises the courier to leave the parcel in a safe place or unattended location, PUTIA accepts no responsibility for theft, loss, damage, temperature exposure, or spoilage occurring after delivery.

Delivery will be considered successfully completed once the courier confirms the parcel has been delivered.

Allergens

While we make every effort to provide accurate product and ingredient information, customers are responsible for checking product labels, ingredients, and allergen information before consumption.

PUTIA accepts no liability for allergic reactions, intolerances, or adverse effects resulting from the consumption of products sold on our website.

Customers with severe allergies should contact us before placing an order.

Chargebacks & Fraud Prevention

Customers agree to contact PUTIA directly to resolve any issue before initiating a payment chargeback or dispute.

PUTIA reserves the right to dispute fraudulent or abusive chargeback claims and may suspend or block future orders associated with such activity.

False claims regarding missing, damaged, or undelivered goods may be reported to the relevant payment providers or authorities where appropriate.

Gift Cards

Gift cards are non-refundable, non-transferable, and cannot be exchanged for cash under any circumstances.

Gift cards may only be redeemed against eligible products available on our website.

Contact Us

For any enquiries relating to returns, refunds, or delivery issues, please contact: