Returns and refunds

If you change your mind, you have 14 days to return what you bought, without having to explain why. If the problem is ours instead, a wrong or damaged product, we take care of it.

How to make a return

1. Fill in the Withdraw from the contract form within 14 days of the day you received the products: you need the order reference (9 letters, it is in the confirmation email) and the email you used to buy. Choose what you are returning and confirm: you will get the receipt by email straight away. The link is also at the bottom of every page of the site and in the details of every order.
2. Pack the products carefully, ideally in their own box. Returns are received by the MBE centre, which checks the condition of every product on arrival on our behalf: products that arrive broken or damaged cannot be refunded.
3. Send them within 14 days of confirming your withdrawal, with the courier of your choice, to this address:

The cost of sending the products back to us is yours. We do not arrange home collection for returns, except when the mistake is ours.

The refund

• We refund you within 14 days of your telling us about the return, using the same method you paid with.
• We may wait until we have received the products before making the refund.
• The shipping costs of the order are not refunded: we refund the price of the products you return.
• If you used a discount voucher, its value is split across the products in the order: for the ones you return, we refund the price you actually paid.

If you prefer, instead of a refund we can exchange the product for another one from the catalogue, or give you a voucher to use on your next order. Just tell us when you get in touch.

What cannot be returned

By law (article 59 of the Italian Consumer Code) the right of withdrawal does not apply to:

• fresh products or products that deteriorate quickly: cheeses and dairy products, cured meats, fresh pasta, focaccia, fresh vegetables;
• food in sealed packaging, once opened: an opened product cannot be returned;
• products made to measure or personalised, such as pumi with a logo.

Anything that is still closed and intact can be returned.

If the product is broken, wrong or faulty

Here you pay nothing: we arrange the collection and the new shipment.

• Arrived broken: sign for the delivery with reservation, take a few photos and write to us within 24 hours at servizioclienti@laterradipuglia.it. We will send you again whatever broke.
• Wrong or missing product: write to us with the order number and a photo of what arrived.
• Manufacturing defect: the legal guarantee of conformity applies. Write to us and we will decide together whether to replace it or refund it.

All the legal details are in the terms and conditions of sale.

Before you send anything, talk to us

A message before the return avoids lost parcels and slow refunds: we confirm the address, look at the situation together and, if you need an exchange, put the product aside for you. On WhatsApp we are on +39 338 859 1106, or write to us through the contact form.