HomeReturn and Refund Policy

Return and Refund Policy

1. Right of Withdrawal and Returns

Due to the perishable nature of seafood products, the right of withdrawal provided by Consumer Protection regulations does not apply to fresh and perishable food products. However, Mazara Distribution guarantees the following rights to customers:

Full refund for products that do not match the order or are damaged during transport.
Automatic reversal and refund for products unavailable at the time of order preparation.
Product replacement or credit for any quality issues reported within 24 hours of delivery.

To exercise these rights, the customer must contact us within 24 hours of receiving the order via email or WhatsApp, providing photographic documentation of the issue.

Complaints will be handled within 48 hours of the report.

2. Management of Reversals for Unavailable Products

Mazara Distribution is committed to always providing fresh, seasonal products. However, the availability of seafood products depends on daily catches and sea conditions.

If one or more ordered products are unavailable at the time of order preparation, the customer will be promptly informed via phone or WhatsApp.

The customer may choose from the following options:

a) Replacement with a product of equal value and quality, agreed upon with the customer.

b) Partial reversal of the amount corresponding to the unavailable product, refunded to the same payment method used.

c) Issuance of credit to be used for future orders.

d) Complete order cancellation with full refund, if the unavailable product represents the main part of the order.

The reversal will be processed automatically and the refund will be visible on the payment card within 5-10 business days, depending on the banking circuit processing times.

The customer will receive email confirmation of the reversal with details of the refunded amounts.

3. Damaged or Non-Conforming Products

If products are damaged, non-conforming to the order, or present quality issues at the time of delivery, the customer is entitled to a full refund.

The issue must be reported within 24 hours of receipt, sending photographs of the products to info@mazaradistribution.com or via WhatsApp.

Our team will verify the report and proceed with the refund or replacement within 48 hours.

Products transported by refrigerated vehicle or HACCP-compliant isothermal boxes are guaranteed for cold chain integrity. Any anomaly found will be handled with priority.

Returns of perishable products that have already been opened or consumed will not be accepted, except for evident quality issues that can be documented.

4. Refund Methods

Refunds are made exclusively to the original payment method used for the purchase.

Refund timelines:

- Credit/debit card: the refund will be visible within 5-10 business days from approval, depending on the banking circuit processing times.

- In case of partial reversal for an unavailable product, the refund is processed on the same day of customer notification.

Refundable amounts:

- Unavailable product: full amount of the ordered product.

- Damaged product: full amount of the product plus any shipping portion if the order falls below the free delivery threshold.

- Cancelled order: total order amount including shipping costs.

5. Order Cancellation

The customer may cancel an order at no cost, provided the request is made before 6:00 PM on the day prior to the scheduled delivery.

Cancellation requests can be sent via email to info@mazaradistribution.com or via WhatsApp.

Orders already in preparation or in delivery cannot be cancelled.

In case of confirmed cancellation, a full refund will be processed within 48 hours.

Please remember that orders must be placed by 6:00 PM the day before delivery.

Deliveries are made Tuesday to Saturday, by 1:00 PM.

6. Returns and Refund Contacts

For any return, refund, or reversal request, customers can contact us through the following channels:

Email: info@mazaradistribution.com

WhatsApp: +39 334 932 1226

Phone: +39 334 932 1226

Support hours: Monday to Saturday, 8:00 AM to 6:00 PM.

Our team is committed to responding to all reports within 24 business hours.

Mazara Distribution reserves the right to modify this return and refund policy at any time. Changes will be published on this page.

Last updated: February 2026.