Refund &
Returns Policy
Your satisfaction matters to us. If something isn't right with your order, we're here to help make it right.
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Our Refund Policy
At Cilva Foods, we take quality seriously. If you receive a damaged, incorrect, or poor-quality product, you may request a refund or replacement under the conditions below.
How to Request a Refund
Follow these simple steps to submit a refund request.
Contact Us
Contact our team within 48 hours of receiving your order.
Provide Details
Share your order number, a description of the issue, and clear photos where applicable.
Review
Our team will review your request and communicate the next steps.
Resolution
If approved, we'll arrange a refund or suitable replacement.
You May Be Eligible for a Refund If:
For example, broken packaging, a tampered seal, or leaked contents.
The delivered product is different from the product you ordered.
For example, a spoiled or expired product at delivery.
Important Information
- ✓Submit your request within 48 hours of delivery.
- ✓Keep the product and packaging available for review where reasonably possible.
- ✓Approved refunds are returned through the original payment method where supported, or another agreed method.
- ✓Delivery charges are reviewed based on the reason for the refund, including wrong, damaged, or failed deliveries.
- ✓Our team may request supporting information before resolving your complaint.
Refunds Normally Do Not Apply To:
- ×Change of mind after a perishable product has been prepared or dispatched.
- ×Products fully consumed without evidence of a reported quality issue.
- ×Delivery issues caused by incorrect details supplied at checkout, where the business is not at fault.
- ×Claims that cannot be reasonably verified after review.
These conditions do not limit any rights available under applicable consumer protection law.
Frequently Asked Questions
How long does it take to process a refund?
We review requests as promptly as possible. Once approved, the time for funds to appear depends on the payment method and payment provider. We'll communicate the status of your request.
Will I get a replacement or a refund?
Depending on the issue and product availability, we may offer a suitable replacement or refund. Our team will discuss the available resolution with you.
What if my order is delayed in transit?
Please contact us with your order details. We will investigate the delivery status and advise you of the available next steps.
Can I return a parfait or another perishable product?
For food safety reasons, physical returns of perishable products may not be appropriate. Please contact us with photographs and order details so we can assess the issue and arrange a suitable resolution.
What should I include in my request?
Your name, order number, delivery date, a brief explanation, and photographs of the item and packaging where applicable.
Still Need Help?
Our support team is ready to assist you with your order.