Returns & Refund Policy

We want you to be satisfied with every order. Because we sell specialty food products, our return policy is shaped by food safety requirements — some items can be replaced or refunded, others cannot.

1. What We Cover

We will issue a full refund, replacement, or store credit for:

• Items damaged in transit — broken glass, crushed packaging, leaks
• Incorrect items shipped — you received something you did not order
• Missing items — items listed on your order confirmation were not included
• Spoiled or compromised goods — product arrived spoiled, off-smelling, or with visible mold

2. What We Do Not Cover

We cannot accept returns or issue refunds for:

• Perishable items that have been opened or partially used
• Items returned without prior authorization (do not ship items back without contacting us first)
• Items damaged due to improper storage after delivery (e.g., olive oil stored in direct sunlight)
• Change of mind after the 30-day claim window has passed
• Minor cosmetic variation in artisan packaging (normal for handcrafted Italian goods)

3. Claim Window

Claims must be submitted within 30 days of the delivery date shown in your shipping confirmation. After 30 days, we cannot guarantee a refund or replacement.

4. How to File a Claim

Email provvista@polsia.app with the subject line: Order Claim — [Your Order Number]

Include in your email:

• Your order number and the email address used at checkout
• A description of the issue
• Photos of the damaged or incorrect items (required for transit damage claims)
• Photos of the outer packaging if damage appears shipping-related

We will respond within 2 business days with next steps.

5. Resolution Options

Once your claim is approved, we will offer:

• Full refund to your original payment method
• Replacement shipment of the affected items (subject to availability)
• Store credit if you prefer

We will work with you to find the right resolution. We do not require you to return damaged goods — dispose of them safely.

6. Refund Timeline

Approved refunds are processed within 5–10 business days from the date we confirm the claim. Refunds are returned to the original payment method. Your bank or card issuer may take additional time to post the credit to your account.

7. Subscription Orders

The same policy applies to Pantry Box subscription deliveries. If a subscription delivery arrives damaged or with incorrect items, file a claim as described above within 30 days. For subscription cancellations, see our Terms of Service.

8. Contact

Questions about a specific order or this policy? Email provvista@polsia.app. We aim to respond within 2 business days.

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Provvista is operated by Polsia, Inc. All rights reserved.