Refund & Cancellation Policy Last Updated: 18 August 20261. About This Policy
This Refund & Cancellation Policy explains the circumstances in which customers may cancel an order or request a refund from Francesco Vinci trading as Pasta Box (“Pasta Box”, “we”, “us” or “our”). Pasta Box provides freshly prepared Italian takeaway food for collection and delivery in the United Kingdom.
Nothing in this policy is intended to remove or restrict any legal rights that customers have under applicable UK consumer law.2. Cancelling an Order
Because our food is freshly prepared and perishable, orders may be prepared shortly after they are placed. If you need to cancel an order, please contact us as soon as possible:
Email: Pastaboxbhx@hotmail.com
If we receive your cancellation request before we have started preparing your order, we will normally try to cancel the order and provide a refund. Once preparation has started, cancellation may no longer be possible because the food has been prepared specifically for the customer.
3. Incorrect or Missing Items
If you receive an incorrect order or an item is missing, please contact us as soon as possible after receiving your order. We may ask for your order number and other information needed to investigate the issue.
Depending on the circumstances, we may provide:
The missing item
A replacement
A partial refund
A full refund
The remedy provided will depend on the circumstances and applicable consumer law.
4. Problems With Food Quality
If there is a problem with the quality of your food, please contact us as soon as reasonably possible after receiving your order. We will investigate the issue and, where appropriate, may provide a replacement, partial refund or full refund. We may ask for reasonable information about the order to help us investigate the complaint.
5. Delivery Problems
If your order does not arrive, arrives substantially later than the agreed delivery time, or there is another significant problem with the delivery, please contact us promptly. We will investigate the circumstances and provide an appropriate remedy where required by law or where we consider a refund or replacement appropriate.
6. Change of Mind
Our food is freshly prepared and perishable. For this reason, customers generally cannot cancel an order simply because they have changed their mind once preparation of the order has started. This does not affect any statutory rights that apply where an order is faulty, not as described, of unsatisfactory quality or otherwise does not meet applicable legal requirements.
7. Collection Orders
If you have placed an order for collection, please collect it within the agreed collection period. If you do not collect an order that has been correctly prepared, we may not be able to provide a refund because the food is freshly prepared and perishable. This does not affect any statutory rights that may apply.
8. Approved Refunds
Where a refund is approved, we will normally return the money to the original payment method used for the order. We will process approved refunds as soon as reasonably practicable. The time it takes for the refund to appear in your account may depend on your bank or payment provider.
9. How to Request a Refund
To request a refund, please contact:
Name: Francesco Vinci trading as Pasta Box
Email: Pastaboxbhx@hotmail.com
Please provide, where available:
Your name
Order number
Date of purchase
Details of the food ordered
Description of the problem
Any relevant photographs or other information
We will review the request and contact you regarding the outcome.
10. Statutory Consumer Rights
Nothing in this policy excludes or restricts any rights or remedies that customers have under applicable UK consumer protection law. Customers may have legal rights where food is not as described, is not of satisfactory quality, or is not fit for its intended purpose.
11. Changes to This Policy
We may update this Refund & Cancellation Policy from time to time. The latest version will be published on our website with the date it was last updated.
12. Contact Us
For refund requests, cancellation requests or complaints about an order, please contact:
Name: Francesco Vinci trading as Pasta Box
Email: Pastaboxbhx@hotmail.com
Country: United Kingdom