Refund policy

Our commitment

At GILDA by Restaurant Roberto, every product is selected with the utmost care. If you are not fully satisfied with your order, we will do our best to find an appropriate solution. This return and refund policy applies to purchases made on gildabyroberto.com and is governed by Swiss law.

Right of withdrawal

In line with best practices in online retail, you have 14 calendar days from the date of receipt of your order to notify us of your wish to return an item, without having to provide a reason.

To exercise this right, please contact us by email at sales@gildabyroberto.com with your order number and the items you wish to return. We will confirm the procedure to follow.

Non-returnable items

Due to their nature, the following products cannot be returned, except in the case of a proven defect or an error on our part:

Food products that have been opened or unsealed (for hygiene and food safety reasons);
Perishable products or products whose expiry date (use-by/best-before date) has passed upon receipt (in this case, please contact us immediately);
Personalised products or products made to a specific order;
Products whose original packaging has been damaged by the customer.

Return conditions

To be accepted, a return must meet the following conditions:

The product must be in its original condition — unopened, unused and in its original intact packaging;
The return must be notified within 14 days of receipt;
The product must be sent back within 14 days of our return confirmation;
The returned parcel must include your order number and contact details.

Return shipping costs are the responsibility of the customer, except in the case of an error on our part or a defective product.

Defective, damaged or incorrect products

If you receive a defective or damaged product, or a product that differs from your order, please contact us within 48 hours of receipt at sales@gildabyroberto.com, including:

Your order number;
A description of the issue;
Photographs of the product and packaging if the parcel is damaged.

We will arrange an exchange or full refund, according to your preference, at no cost to you.

Refund process

Once the returned product has been received and inspected, we will notify you by email whether your return has been accepted or declined.

If accepted, the refund will be issued:

Via the same payment method used for the original purchase;
Within 10 business days of receiving the returned item;
For the value of the returned products — original shipping costs are non-refundable, unless the return is due to an error on our part or a defective product.

Order cancellation

Cancellation requests must be made before the order is shipped. Please contact us as soon as possible at sales@gildabyroberto.com. Once the order has been dispatched, the standard return procedure applies.

Customers residing in the European Union

If you reside in a European Union member state, you benefit from the rights set out in the EU Consumer Rights Directive, including a 14-day right of withdrawal for distance purchases, subject to the exceptions applicable to perishable food products.