Refund policy

RETURN, CANCELLATION AND REFUND POLICY – DIRECT FROM ITALY

Last updated: 7 September 2026

  1. BUSINESS ORDERS

The Itabites Direct From Italy store supplies business customers only. Orders are placed for commercial purposes and are not covered by consumer change-of-mind cancellation rights.

  1. ORDER CANCELLATIONS AND CHANGES

Direct From Italy products may be ordered or reserved specifically for the customer.

If you need to cancel or change an order, contact Itabites immediately. We will try to assist, but cancellation or amendment may not be possible after:

  • The order has been accepted;
  • Payment has been received;
  • Products have been ordered or reserved with our supplier;
  • Preparation or transport arrangements have begun; or
  • Costs have already been incurred.

Any cancellation or change requires written approval from Itabites. Reasonable costs already incurred may be deducted from an approved refund.

  1. CHANGE-OF-MIND RETURNS

Because we supply food products and Direct From Italy orders are sourced specifically for business customers, we do not normally accept returns where the customer has changed their mind, ordered the wrong product or no longer requires the goods.

Please check product descriptions, pack sizes, quantities and delivery information carefully before submitting an order.

  1. DAMAGED, DEFECTIVE OR INCORRECT GOODS

We may accept a return or claim where goods are:

  • Visibly damaged;
  • Defective;
  • Incorrectly supplied;
  • Missing from the delivery; or
  • Materially different from the accepted order.

Please inspect the delivery as soon as reasonably possible.

Shortages, visible damage, incorrect goods or delivery errors should be reported promptly, preferably within 24 hours of delivery.

When contacting us, please provide:

  • Your order number;
  • The product name and quantity affected;
  • A clear description of the problem;
  • Photographs of the goods and packaging where relevant; and
  • Batch numbers or expiry dates where requested.

Failure to provide reasonable evidence may affect our ability to investigate the claim.

  1. KEEPING GOODS AND PACKAGING

Do not return, dispose of, resell or use goods connected with a claim unless Itabites gives you instructions.

Affected goods must be:

  • Kept in their original packaging;
  • Stored correctly according to the manufacturer’s instructions;
  • Kept securely and separately where appropriate; and
  • Made available for inspection or collection if requested.

We may be unable to approve a claim if goods have been used, resold, incorrectly stored, altered or discarded before we have had a reasonable opportunity to investigate.

  1. APPROVED REMEDIES

After reviewing an accepted claim, Itabites may, as appropriate:

  • Replace the affected goods;
  • Issue a credit to the customer’s account;
  • Refund the amount paid for the affected goods; or
  • Agree another reasonable solution with the customer.

The remedy will normally apply only to the goods directly affected by the problem.

  1. REFUNDS

Approved refunds will normally be made to the original payment method unless another arrangement is agreed in writing.

We will process an approved refund as soon as reasonably possible. Banks and payment providers may require additional time before the funds appear in the customer’s account.

Delivery charges or other costs will only be refunded where Itabites agrees that they form part of a valid claim.

  1. PRODUCTS UNAVAILABLE BEFORE DELIVERY

If a product becomes unavailable after payment, we may:

  • Offer a suitable alternative;
  • Remove the unavailable product and refund the relevant amount; or
  • Cancel the affected part of the order.

We will contact the customer where reasonably possible before making a material substitution.

  1. DELIVERY FAILURES CAUSED BY THE CUSTOMER

Refunds will not normally be provided where delivery cannot be completed because:

  • Nobody is available to receive the order;
  • The delivery address is incorrect or incomplete;
  • Access is unsuitable;
  • The customer refuses an agreed delivery without a valid reason; or
  • The customer has not followed agreed delivery instructions.

Additional storage, delivery or redelivery charges may apply.

  1. LIMITATION

Nothing in this policy excludes or limits any right or liability that cannot lawfully be excluded or limited.

This policy should be read together with our Terms and Conditions of Sale and Shipping Policy.

  1. CONTACT US

For cancellations, returns, damaged goods or refund enquiries, contact:

Itabites
MY WAY LIMITED
61 Hounslow Road
Twickenham
Greater London
TW2 7BZ
United Kingdom

Email: info@itabites.com
WhatsApp: +44 7956 879251