Refund Policy

Effective Date: June 12, 2026  |  Last Updated: June 12, 2026

1. Introduction

Italian Piada ("we," "us," or "our") operates as a food business in the United States, accessible through our website at italianpiada.click. We are committed to providing fresh, high-quality food products and a satisfying customer experience. Because our products are perishable food items, our refund policy must necessarily differ from those of non-food retailers. This policy explains your rights and responsibilities when seeking a refund, exchange, or cancellation.

By placing an order through our website or any associated platform, you agree to the terms of this Refund Policy. We encourage you to contact us as soon as possible if you have a concern with your order.

2. Eligibility Conditions for Refunds

We will consider a refund request valid and eligible under the following circumstances:

• Incorrect Order: You received an item that was different from what you ordered (wrong item, wrong quantity, or missing items).
• Food Quality Issues: The food delivered or prepared was spoiled, contaminated, undercooked, overcooked, or otherwise unfit for consumption.
• Allergic Ingredients: An allergen was present in your food despite a documented special instruction or allergy note submitted at the time of the order.
• Significant Delivery Delay: Your order arrived more than 60 minutes beyond the estimated delivery time stated at checkout, rendering the food unsatisfactory.
• Non-Delivery: Your order was never delivered and was confirmed lost or undelivered by our team.
• Duplicate Charge: You were charged more than once for the same order due to a payment processing error.

3. Timeframes for Refund Requests

To be considered for a refund, you must contact us within the following timeframes:

We strongly recommend contacting us as soon as you notice any issue. Requests submitted after these timeframes may not be honored, as the perishable nature of food products makes it difficult to verify claims beyond reasonable time windows.

4. Non-Refundable Items and Situations

The following items and circumstances are generally not eligible for a refund:

• Orders that have been fully consumed or substantially consumed before a complaint is raised.
• Food items that were correctly prepared according to the customer's specifications and delivered on time.
• Promotional or discounted items purchased as part of a limited-time offer, unless there is a verifiable quality or safety issue.
• Gift cards or store credits that have already been redeemed.
• Catering orders canceled less than 24 hours before the scheduled event time.
• Delivery fees, in cases where the food itself was delivered successfully and correctly, unless the delivery failure was our fault.
• Orders where incorrect delivery information was provided by the customer.
• Dissatisfaction based solely on personal taste preferences for correctly prepared items.

5. How to Request a Refund (Step-by-Step)

Follow these steps to submit a refund request:

1. Step 1 – Gather Your Information: Locate your order confirmation email. Note your order number, the date of your order, the items purchased, and the total amount charged.
2. Step 2 – Document the Issue: If your complaint relates to food quality, wrong items, or missing items, take clear photographs of the food and/or the packaging as evidence. This significantly speeds up the review process.
3. Step 3 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: italianpiada.click (via the Contact page)
4. Step 4 – Provide Details: In your message, include your full name, order number, the specific issue, any supporting photos, and your preferred resolution (refund, partial refund, or replacement).
5. Step 5 – Await Confirmation: Our team will acknowledge receipt of your request within 1–2 business days. We may ask for additional information or clarification.
6. Step 6 – Resolution: Once your request is reviewed and approved, we will notify you of the decision and initiate the refund or alternative resolution within the timeframes described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account depends on your original payment method:

Please note that these are estimated timeframes. Actual processing times may vary depending on your financial institution or payment processor. Italian Piada is not responsible for delays caused by banks or third-party payment processors once the refund has been initiated on our end.

7. Partial Refunds

In certain situations, we may offer a partial refund rather than a full refund. Partial refunds may apply in the following scenarios:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the rest was properly fulfilled.
• The food quality issue affected only one or a few items within a larger multi-item order.
• A catering or bulk order was partially canceled, and preparation had already begun for a portion of the order.
• A significant portion of the food was consumed before the issue was reported, and the problem can only be verified for the remaining portion.
• A delivery was significantly delayed, but the food was still delivered and accepted by the customer.

The amount of a partial refund will be calculated based on the retail price of the affected item(s) and any associated delivery or service fees, as applicable. Our team will clearly communicate the partial refund amount before processing.

8. Exchange Policy

Because we serve freshly prepared food, traditional product exchanges (returning a physical item for a different one) are generally not possible. However, we do offer the following forms of replacement or exchange:

• Order Remake: If you received the wrong item or a significantly unsatisfactory item, we may offer to remake and redeliver your order at no charge, subject to availability and delivery logistics.
• Credit Exchange: Instead of a monetary refund, you may choose to receive a store credit of equal or greater value to apply toward a future order.
• Promotional Voucher: In some cases, we may offer a discount voucher as a gesture of goodwill for minor inconveniences that do not meet full refund eligibility.

Exchange requests are subject to the same eligibility conditions and timeframes described in Sections 2 and 3 of this policy.

9. Cancellation Policy

We understand that plans can change. Below are the rules governing order cancellations:

9.1 Standard Orders

• Orders may be canceled free of charge within 5 minutes of placement, provided preparation has not yet begun.
• If preparation has already started, a cancellation may result in a partial refund or a store credit only, depending on the stage of preparation.
• Once an order has been dispatched for delivery, cancellations will not be accepted, and no refund will be issued unless the order is undeliverable.

9.2 Catering and Large Group Orders

• Catering orders canceled more than 48 hours before the scheduled service time are eligible for a full refund.
• Catering orders canceled between 24 and 48 hours before the event are eligible for a 50% refund.
• Catering orders canceled less than 24 hours before the scheduled event time are not eligible for a refund, as ingredients and preparation time will have already been committed.

9.3 Pre-Orders and Scheduled Orders

Scheduled or pre-orders may be canceled up to 12 hours before the scheduled pickup or delivery time for a full refund. Cancellations made within 12 hours of the scheduled time will be treated according to the standard cancellation terms above.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow this dispute resolution process:

1. Step 1 – Internal Escalation: Contact our customer support team again at [email protected] and request an escalation to a senior team member or manager. Please reference your original request number or ticket ID.
2. Step 2 – Written Complaint: Submit a formal written complaint to our business email. Clearly explain why you disagree with the original decision and provide any additional evidence or context.
3. Step 3 – Review Period: Our team will conduct a secondary review of your case within 5–7 business days and provide a final written decision.
4. Step 4 – External Options: If you remain unsatisfied after completing our internal dispute process, you may pursue the following options:
   • Credit Card Chargeback: Contact your credit card issuer or bank to initiate a chargeback if you believe you were wrongly charged.
   • Better Business Bureau (BBB): File a complaint with the BBB at www.bbb.org.
   • Federal Trade Commission (FTC): Report concerns to the FTC at www.ftc.gov under the FTC Act, which protects consumers from unfair or deceptive business practices.
   • State Attorney General: File a complaint with your state's Attorney General consumer protection division.
   • California Residents: If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and California consumer protection laws.

11. Consumer Rights Under U.S. Law

As a food business operating in the United States, Italian Piada complies with all applicable federal and state consumer protection laws, including but not limited to:

• The Federal Trade Commission (FTC) Act: We do not engage in unfair or deceptive acts or practices in commerce.
• Food Safety and Inspection Standards: All food products are prepared in compliance with applicable U.S. food safety regulations.
• Electronic Fund Transfer Act (EFTA): Your rights regarding electronic payment disputes are protected under applicable federal law.
• State Consumer Protection Laws: Additional rights may apply depending on the state in which you reside. We encourage you to review your state's consumer protection laws for more information.

12. Amendments to This Policy

Italian Piada reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at italianpiada.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically. Continued use of our services after changes are posted constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund, exchange, or cancellation inquiries, please contact us using the details below. Our customer support team is available to assist you:

This Refund Policy was last updated on June 12, 2026, and applies to all orders placed through italianpiada.click. Thank you for choosing Italian Piada — we value your trust and your business.