Your right to return products ordered through our online shop will depend on what you have purchased and whether there is anything wrong with the products. The timeframes for identifying faulty/spoiled products will vary depending on whether you have received perishable or non-perishable products. Please see below for further information.
Perishable Products – Carluccio’s does not offer a refund for perishable products and other items likely to expire rapidly (which includes all food, alcohol and beverages and hampers and gift boxes containing such items), unless such products are faulty. You do not have the right to cancel or change your mind on your purchase of perishable products (unless we agree otherwise, please see below for more details). If you have received faulty/spoiled perishable products, you have a legal right to return the product for a replacement or full refund. If you have received a faulty/spoiled product, please contact our customer service on email@example.com, alternatively, please speak to staff in-store/restaurant. We will deal with faulty/spoiled products on a case-by-case basis. Please be assured that we will comply with your legal rights. Please note that the expiry date of the goods must not have passed, or Carluccio’s will be unable to offer a refund.
Non-perishable Products – You have the right to cancel your order without cause within a ‘cooling off’ period of 14 days from the day after you receive the products. This right applies to all items except perishable goods. Further, if you notice that your non-perishable products are faulty, please contact our customer service on firstname.lastname@example.org, alternatively, please speak to staff in-store/restaurant. We will deal with faulty products on a case-by-case basis. Please be assured that we will comply with your legal rights.
We will pay the costs of return if your products (perishable or non-perishable) are being returned to us because they are faulty/spoiled.
Your Cancellation Right – For non-perishable products purchased online, you have a right to change your mind within 14 days of receiving the products and receive a refund. These rights are rooted in the Consumer Contracts Regulations 2013. Food, alcohol and beverages are perishable and often have rapid expiry dates. As such, these perishable products are excluded from your statutory right to return purchases within the 14 day ‘cooling-off’ period.
We do not offer a refund if your product is not faulty or you are not cancelling the contract.
If you want to cancel your order, please let us know by doing one of the following: (i) email – by emailing us at email@example.com (please provide your name, home address, details of the order and, where available, your phone number and email address); (ii) online – by completing the cancellation form seen here or (iii) by post – by printing off the cancellation form seen here and posting it to us at the address on the form, or by writing to us at that address, including details of what you bought, when you ordered or received it and your name and address.
If you cancel your order after the non-perishable products have been dispatched to you or you have received them, you must return them to us by post to 12 Moor Street, London, W1D 5NG. If you are exercising your right to cancel, you must send back the non-perishable products within 14 days of telling us you wish to cancel. You will be responsible for any cost of returning the products to us.
How we will refund you – Where you are returning products to us in line with these terms, we will refund you the price you paid for the products including delivery costs (if you have paid for expedited delivery, we will only refund you for standard delivery (in line with our legal rights)), by the method you used for payment. However, if you are exercising your right to cancel, we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
We will make any necessary refunds due to you as soon as possible. Your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.