Refund policy
Return Policy
At Nitous, we take great care to deliver authentic Italian confectionery products in pristine condition. Because our products are food items, we follow strict guidelines to protect the safety and quality of every order. If something is not right, we want to make it right.
Our Commitment
Every product we ship is carefully inspected and packaged to preserve its quality during transit. We stand behind the freshness, authenticity, and presentation of every item we send.
Eligibility
For health, safety, and food handling reasons, we are unable to accept returns on opened, partially consumed, or otherwise tampered confectionery products. This policy is consistent with industry standards for food and edible goods.
We will gladly issue a refund or replacement in the following cases:
- Your order arrived damaged in transit.
- You received the wrong item or quantity.
- The product was defective upon arrival (broken seal, melted, expired, or visibly compromised).
How to Request a Refund or Replacement
To start a claim, please contact us within 7 days of receiving your order. Include:
- Your order number
- A description of the issue
- Photographs of the product, packaging, and shipping label
- Lot Number/Expiration Date
Our team will review your claim days and follow up with the next steps.
Shipping Costs
If your order qualifies for a replacement or refund due to our error or shipping damage, Nitous will cover all related shipping costs. In rare cases where a return is requested for unopened, undamaged products outside of these conditions, return shipping is the responsibility of the customer, and a restocking fee may apply.
Refund Processing
Approved refunds are issued to the original payment method within 5 to 10 business days, depending on your bank or card provider.
Cancellations
Orders can be canceled before they are shipped. Once an order has been processed and handed to the carrier, we are no longer able to cancel or modify it. In that case, please follow the instructions above once your order arrives.
Lost or Delayed Shipments
If your tracking shows no movement for more than 7 business days, or if your package is marked as delivered but cannot be located, please contact us right away. We will coordinate with the carrier to investigate and resolve the issue.
Final Sale Items
Limited edition products, seasonal collections, and items marked as final sale on the product page are not eligible for refunds or exchanges, except in cases of damage or defect.
Contact Us
For any questions about this policy, or to start a return or refund request:
Nitous LLC
Website: [www.nitous.com]
email: nitous@nitous.com
We are committed to your satisfaction and to sharing the very best of Italy with every order.