Refund policy
At Gelateria Sorella, we are committed to providing you with the freshest, highest-quality gelati possible. However, due to the perishable nature of our products, we have specific guidelines for returns and refunds to ensure customer satisfaction while maintaining product safety.
Eligibility for Returns and Refunds
We are unable to accept returns of perishable items once they leave our facilities. However, if you are not completely satisfied with your purchase due to one of the following reasons, we will gladly provide a replacement or refund:
- The product was damaged during shipping.
- You received the wrong item.
- The product did not meet quality standards (e.g., stale or spoiled upon arrival).
Requesting a Refund or Replacement
To request a refund or replacement, please follow these steps:
- Contact Us Promptly: Notify us within 48 hours of receiving your order or immediately after preparing your item.
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Provide Documentation: Email us at ciao@gelateriasorella.com with the following information:
- Your order number.
- A detailed description of the issue.
- Photos of the product and packaging, if applicable.
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Resolution Options: We will review your claim and, upon approval, offer one of the following:
- A replacement of the same product.
- A refund to your original payment method.
Non-Refundable Situations
- Returns due to personal preference or change of mind.
- Failure to store or prepare the product according to provided instructions.
- Claims made after 48 hours of delivery.
Shipping Costs
- If your claim is approved, any replacement shipping costs will be covered by us.
- Original shipping fees are non-refundable unless the issue was a result of our error.
We value your trust and are here to ensure your experience with Gelateria Sorella is exceptional. For questions or concerns, please contact our customer support team at ciao@gelateriasorella.com.