Refund-policy

Refund policy

At Italian Secret, we put everything into our pizza kits: the dough technique, the heat, the ingredients, the sourcing, the testing, the hours of refinement.

So if something doesn’t meet your expectations, we want to know — and we want to make it right.

This policy is designed to be simple and fair.

It protects genuine customers, and it protects the integrity of what we create.

1. Our Satisfaction Guarantee

If you’re not satisfied with your pizza kit, we will refund you.

No complicated forms.

No “prove it with photos”.

No hidden clauses.

Just one condition:

we need to understand what went wrong so we can improve our product.

That’s why we ask for a quick conversation.

2. How the Process Works

If you would like a refund:

1. 
   Contact us within 48 hours of receiving your order.
   (Fresh food must be assessed quickly. This protects both parties.)
   
2. 
   Provide your order number and the phone number you used at checkout.
   We require a valid number to complete the refund — it helps us avoid misuse of the policy.
   
3. 
   We will arrange a short call (2–3 minutes) with you.
   Not an interrogation — just the essential questions:
   
   What didn’t meet your expectations?
   
   Was it taste, texture, cooking, or delivery?
   
   Did something go wrong during preparation?
   
   
4. 
   After the call, your refund is issued immediately.
   

You do not need to return the product.

You do not need to justify more than necessary.

Your feedback genuinely helps us improve.

3. Why We Ask for a Quick Call

We offer a generous guarantee because we believe in our product.

But fresh food is also vulnerable to unfair claims (“I didn’t like it” → refund), especially online.

The call protects Italian Secret from misuse and helps us:

• 
  improve the recipe
  
• 
  improve packaging and cold chain performance
  
• 
  prevent similar issues for other customers
  
• 
  maintain honest pricing for everyone

It also gives us context that messages alone can’t provide.

Most people appreciate the human approach — and we always keep it respectful and friendly.

4. Cases Covered by the Refund

You are eligible for a refund if:

• 
  the product didn’t match expectations in taste or texture
  
• 
  delivery issues affected freshness
  
• 
  ingredients arrived damaged or compromised
  
• 
  cooking results were not as described
  
• 
  the experience was not positive and you can explain why
  

Again: we don’t ask for proof unless there’s an obvious pattern of abuse across multiple orders.

5. Exclusions

To protect the fairness of the policy, refunds may be declined when:

• 
  the customer refuses to provide a valid phone number
  
• 
  the customer refuses any form of feedback
  
• 
  there is clear repeated misuse of the guarantee
  
• 
  the claim is filed after 48 hours (unless circumstances justify an exception)
  

This protects the experience for our genuine customers — the ones we build Italian Secret for.

6. Our Promise

We are committed to:

• 
  handling every case with respect
  
• 
  providing refunds quickly
  
• 
  learning from every conversation
  
• 
  continuously improving our kits
  
• 
  making you feel heard and valued
  

This policy exists because we believe in transparency, craftsmanship, and long-term relationships with our customers.

If something goes wrong, we fix it.

If we can improve, we want to know how.

If you trusted us once, we want you to trust us again.