Pastalita — Return & Refund Policy
باستليتا — سياسة الإرجاع والاسترجاع

1. Introduction

At Pastalita, your satisfaction matters to us. Because we prepare fresh food to order, our Return and Refund Policy is designed to be fair to our customers while reflecting the nature of perishable food products. This policy applies to orders placed through our website (pastalita.com.sa), our online ordering system, mobile ordering, and our branches.

2. Nature of Our Products

As a food and beverage establishment, our items are freshly prepared and perishable. For health, safety, and hygiene reasons, food items generally cannot be returned once they have left our kitchen or been delivered/collected, except in the cases described below.

3. Eligible Cases for Return / Refund / Replacement

You may be eligible for a replacement, refund, or store credit if:

• You received the wrong item(s) compared to what you ordered.
• The order arrived incomplete (missing items).
• The food was spoiled, contaminated, or not fit for consumption upon arrival.
• The packaging was significantly damaged, affecting the food's quality or safety.
• The order was significantly delayed beyond a reasonable time without prior notice, and you choose to cancel.
• There was a verified error in billing or charges.

4. Non-Eligible Cases

• Change of mind after the order has been prepared or delivered.
• Personal taste preferences (e.g., dislike of spice level, ingredient, or flavor) when the item was prepared according to the original order.
• Minor delays within normal delivery time estimates.
• Orders that have already been fully or partially consumed.
• Incorrect address or contact details provided by the customer at checkout.
• Failure to collect the order within a reasonable pickup window.

5. How to Request a Return or Refund

1. Contact us as soon as possible — ideally within 2 hours of receiving your order.
2. Provide your order number, date and time of order, and a clear description of the issue.
3. Where applicable, include photos of the item(s) received (especially for damaged, wrong, or spoiled items).
4. Our customer service team will review your request and respond within 24–48 hours.

6. Refund Methods & Timeline

Payment Method	Refund Method	Estimated Time
Credit/Debit Card	Refund to original card	5–14 business days
Mada / Online Payment	Refund to original payment method	5–10 business days
Cash on Delivery	Store credit or bank transfer	3–7 business days
Wallet / Loyalty Points	Credited back to account/wallet	Within 24–48 hours

Refund timelines may vary slightly depending on your bank or payment provider's processing time.

7. Order Cancellations

• Orders can be cancelled free of charge before preparation begins.
• Once preparation has started, cancellation may not be possible, or a partial charge may apply to cover ingredients and preparation costs.
• Orders already out for delivery cannot be cancelled.

8. Quality Issues

If you are not satisfied with the quality of a dish (e.g., undercooked, overcooked, or not matching standard recipe), please notify us immediately with details and, where possible, photos. We will investigate and offer a replacement, refund, or store credit as appropriate, at our discretion, based on the situation.

9. Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform (e.g., a food delivery app) rather than directly through our website or branches, please refer to that platform's own return and refund policy, as such orders may be subject to their terms in addition to ours.

10. Changes to This Policy

We may update this Return and Refund Policy periodically to reflect changes in our operations or applicable regulations. The latest version will always be posted on this page with an updated "Last updated" date.

11. Contact Us