Store policy: returns, refunds and allergens
What to expect when you buy from our online shop or eat in our restaurants.
Last updated: September 2026
No returns for change of mind
We sell food, drinks and packaged food products. Given their nature, under art. 59 of the Italian Consumer Code, the 14-day right of withdrawal does not apply to:
- perishable or short-dated food and drink;
- products sealed for hygiene or food-safety reasons, once delivered;
- dishes, menus and preparations made to order or for takeaway;
- alcoholic drinks.
We therefore do not accept returns or refunds for change of mind, orders placed in error by the customer, dislike of the taste or failure to collect. Check your cart carefully before confirming the order.
Damaged, expired or wrong products
The legal guarantee of conformity always applies. If you receive a damaged, expired or wrong product, write to us within 48 hours of delivery at raiceslatinfoodfi@gmail.com or on WhatsApp at +39 320 888 6924 with a photo and your order number. We will replace or refund it at our expense, using the same payment method.
Cancelled orders
You can cancel an order free of charge until it has been prepared or shipped. Once preparation has started, the order can no longer be cancelled or refunded.
Allergens and intolerances
Always check the allergen list before ordering. Every dish on the menu lists the allergens it contains (Regulation (EU) 1169/2011); for packaged products, refer to the manufacturer’s label. If in doubt, ask our staff or write to us before ordering.
Our dishes are prepared in kitchens that handle gluten, milk and dairy, eggs, tree nuts, peanuts, soy, fish, crustaceans, molluscs, celery, mustard, sesame and sulphites: we cannot guarantee the total absence of cross-contamination, even in dishes that do not contain them as an ingredient.
Raíces is not liable for allergic reactions, intolerances or illness caused by consuming food where the customer did not consult the allergen information provided, did not report their allergy or intolerance when ordering, or consumed products past their expiry date or stored incorrectly after delivery or collection. Mandatory liability under the law remains unaffected.
Storage after delivery
Ready meals and fresh products must be eaten within the time indicated at delivery and kept refrigerated. From the moment of delivery or collection, proper storage is the customer’s responsibility.
Contact
For any questions about this policy: raiceslatinfoodfi@gmail.com. See also the Terms and Conditions and the Menu with allergens.