Refund Policy
This Returns & Damaged Goods Policy applies to purchases made from Mokha Cafe Srls, Via Olona 23, 21056 Induno Olona (VA), Italy, VAT No. 03567240126.
1. Nature of the products
We sell individually sealed pre-cooked pizza bases intended for food consumption.
As these are food products, special rules apply to returns, withdrawal rights, and product handling.
2. No commercial returns for change of mind
We do not accept returns or refunds for change of mind, personal preference, or because the customer no longer wishes to keep the product, where the product received is intact, conforming, and fit for consumption.
Returned food products cannot be resold.
3. No physical return of goods
As a general rule, customers are not required and not authorized to send products back to us unless we expressly request it in writing.
Claims are handled remotely based on the customer’s notice, order details, and photographic evidence.
4. Damaged, defective, opened in transit, or non-conforming goods
If a product arrives damaged, opened, broken, contaminated, unfit for consumption, or otherwise non-conforming, the customer must notify us by email at info@invera.it.
The email must include:
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subject line: “Return / Order number”
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the order number
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a description of the issue
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clear photos of the product as received
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clear photos of the packaging and parcel, where relevant
5. Time limits for reporting issues
For visible transport damage or packaging issues, customers must contact us within 24 hours of delivery.
For claims relating to non-conformity of goods, customers should contact us without undue delay, and in any case within 14 days of receipt, so that we can assess the issue promptly.
This operational claims procedure does not exclude any mandatory consumer rights applicable under law to defective or non-conforming goods. Consumers in the EU benefit from a legal guarantee of conformity of at least 2 years for goods that are faulty or not as advertised.
6. Remedy offered
Where our assessment confirms that one or more products were delivered damaged, defective, opened in transit, or unfit for consumption:
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if only part of the order is affected, we will issue a refund only for the affected item(s);
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if the entire order is affected and the goods are not fit for consumption, we will arrange a new shipment of the full order at no additional cost to the customer.
7. Opened products
If the individual sealed product packaging has been opened by the customer and the product is otherwise conforming, no refund or return will be granted merely because the customer changed their mind after opening.
8. Incorrect orders
If the customer receives the wrong product due to our error, the customer must contact us at info@invera.it with the order number and photographic evidence. We will assess the issue and provide the appropriate remedy.
9. Refund method
Approved refunds are issued using the original payment method, unless otherwise agreed.
10. Abuse prevention
We reserve the right to reject claims that are incomplete, fraudulent, unsupported by reasonable evidence, or inconsistent with the condition of the goods and packaging as documented.
11. Contact
For returns-related assistance, customers may contact:
Mokha Cafe Srls
Via Olona 23, 21056 Induno Olona (VA), Italy
Email: info@invera.it