Refund policy
Last updated: 29/07/2026
This policy governs the terms relating to returns, refunds, replacements, and complaints for purchases made on the website panificioperronematera.sbs, operated by Panificio Perrone dal 1890, both for customers in Italy and for customers in Germany, Belgium, Austria, Spain, and France.
Cancelling an order before fulfilment
The customer may request cancellation of an order until the items have been fulfilled.
Once the order, or part of it, has been fulfilled, prepared for shipment, or shipped, cancellation may no longer be available or possible.
If a cancellation is accepted before fulfilment, the amount paid will be refunded according to the technical timing of the payment method used.
Cancelling an order before fulfilment is different from returning an item after delivery. Terms relating to returns of food products remain governed by the following section.
Food products and the right of withdrawal
The products sold on our website are artisanal food products — fresh, dry, or packaged — prepared with care according to availability and production times.
A. Fresh, perishable, or non-returnable products
The right of withdrawal may be excluded, in accordance with applicable law, for:
- goods that are liable to deteriorate or expire rapidly;
- fresh and perishable food products;
- sealed goods which, once opened after delivery, cannot be returned for hygiene reasons or reasons related to health protection;
- goods made to measure or clearly personalised.
For these reasons, unless otherwise required by applicable law, we do not accept returns for change of mind on fresh, perishable, opened, incomplete food products, products made to order, or products that cannot be returned for hygiene reasons.
B. Valid withdrawal for a returnable product
For dry, packaged, unopened products that are complete and do not fall within one of the exceptions listed above, customers residing in the European Union have the right to withdraw from the contract within 14 days of receiving the product, without having to provide any reason.
To exercise the right of withdrawal, the customer must contact us using the details provided in this Policy before proceeding with the return, so that the most appropriate return method can be agreed.
When the right of withdrawal applies and the product can be legitimately returned, the cost of the return shipment is borne by the customer, unless otherwise communicated by us before purchase, or in the case of seller error, defect, or non-conformity of the product.
The product must be returned in the same condition in which it was received, unopened and in its original packaging, unless otherwise indicated.
C. Damaged, incorrect, or missing products
If the product received is damaged, incorrect, missing, or otherwise not conforming to the order, please contact us as soon as possible at panificioperronematera@gmail.com.
In your message, please indicate:
- order number
- first and last name used for the purchase
- description of the issue
- photo of the product received
- photos of the outer and inner packaging, if the parcel appears damaged
Each request will be assessed on a case-by-case basis. If the issue is due to an error by the bakery, a product defect, or a delivery problem attributable to us, the costs of return and any new shipment are borne by Panificio Perrone dal 1890, and the customer is not required to bear any cost.
Possible solutions
In the event of a verified issue, Panificio Perrone dal 1890 may offer, depending on the situation:
- product replacement
- full or partial refund
- store credit
- another solution agreed with the customer
For fresh or deteriorated products, it may not always be materially possible or necessary to request physical return: in such cases, we may rely on the photographic documentation provided by the customer to assess the most appropriate solution.
Package damaged upon delivery
Upon delivery, please check the condition of the package. If the packaging appears visibly damaged, wet, opened, or tampered with, we recommend accepting the parcel with reservation, if possible, or reporting it to the courier immediately.
To help us handle your request, please keep the packaging and take photographs before opening or consuming the products.
Processing times
Requests are assessed as quickly as possible. Where the right of withdrawal applies, the refund is handled in accordance with the terms provided for by law; we may wait to receive the returned goods, or proof of their shipment, before proceeding, in cases where this is permitted.
Refund times may vary depending on the payment method used and the technical timing of the payment circuit, and may take a few extra days for return shipments from abroad, without this involving any suspension of consumer rights.
Contact
For requests relating to returns, refunds, or issues with your order, you can contact us at panificioperronematera@gmail.com.
