Refund policy

Fresh food. Our cheeses are fresh, perishable food made in small batches. For that reason we cannot accept returns or give refunds for a change of mind once an order has been delivered.

Something wrong with your order? If a product arrives damaged, spoiled, not cold, or is not what you ordered, email orders@puglia.co.za within 24 hours of delivery with your order number and a photo of the product and its packaging. Please keep the product refrigerated until we reply. Once we have checked it, we will either send a replacement or give you a full refund for the affected items (including the delivery fee if the whole order is affected) - your choice.

Cancellations. You can cancel an order free of charge until it has been packed for delivery. Email orders@puglia.co.za or call us, quoting your order number. Once an order has been packed or handed to the courier it can no longer be cancelled, because fresh cheese cannot be resold.

If we cannot fulfil your order (for example a product is out of stock), we will contact you and either offer an alternative or cancel and fully refund the item.

How refunds are paid. Refunds are made to the original payment method through our payment provider PayFast, within 7 working days of approval. Depending on your bank, it can take a few more days to show in your account.

Missed deliveries. If nobody is available to receive the order at the delivery address, or the address given is wrong, the courier will try to contact you. A re-delivery may carry an extra delivery fee, and we cannot refund products that spoil because a delivery could not be completed.