Last updated: January 2024
Satisfaction Guaranteed or Your Money Back
If your dog doesn't like Pappa Fresh, we'll refund your first order!
1. Right of Withdrawal
Pursuant to the Italian Consumer Code (Codice del Consumo, Legislative Decree 206/2005), you have the right to withdraw from the contract
within 14 days of delivery of the product, without having to provide any reason.
2. Conditions for Return
We accept returns in the following cases:
- Damaged product: during transit
- Wrong product: different from the one ordered
- Expired product: on delivery
- Dissatisfaction: first order only
- Quality issues: verified by our team
Important: For reasons of hygiene and food safety,
we cannot accept returns of opened or partially consumed products,
except in the case of quality defects.
3. How to Request a Return
- Contact us within 48 hours of delivery
- Send photos of the product and the issue found
- Fill out the return form online or by email
- Wait for authorization from our customer service
- Ship the product back (if requested)
4. Refund Times
| Type of Refund |
Timeframe |
Method |
| Damaged product |
5-7 business days |
Full refund |
| Order error |
5-7 business days |
Refund or replacement |
| Dissatisfaction (first order) |
10-14 business days |
100% refund |
| Standard withdrawal |
14 business days |
Refund less shipping |
5. Refund Methods
Refunds are issued through:
- Same payment method: used for the purchase
- Bank transfer: at the customer's request
- Store credit: usable for future purchases (+10% bonus)
6. First Order Guarantee
100% Satisfaction Guaranteed or Your Money Back
For your first order we offer a special guarantee:
- Full refund if your dog doesn't like it
- No questions asked
- Just keep at least 50% of the product
- Valid within 30 days of delivery
7. Non-Refundable Products
We cannot refund:
- Opened and consumed products (except first order)
- Custom orders made to specific request
- Products stored incorrectly
- Requests beyond the applicable deadlines
8. Return Costs
- At our expense: if the product is defective or wrong
- At the customer's expense: for withdrawal or dissatisfaction (after the first order)
- Free pickup: for orders over €50
9. Return Inspection
Once the return is received, our team will check the condition of the product
within 3 business days. We will send you confirmation of the approved refund.
10. Returns for Subscribers
Subscribed customers enjoy special benefits:
- Option to skip a delivery without penalties
- Free recipe change
- Expedited refund (3-5 days)
- Priority support
11. Contact for Returns
To request a return or information:
- Email: info@pappafresh.it
- WhatsApp: +39 351 787 3821
- Online form: www.pappafresh.it/resi
- Hours: Mon-Fri 9:00-18:00
12. Dispute Resolution
In the event of disputes, we are committed to finding an amicable solution.
You may use the European ODR platform for the online resolution of disputes:
ec.europa.eu/consumers/odr