If your order has not yet been fulfilled, you can cancel it yourself at any time before dispatch through your account at account.pasta.kitchen/orders.
Once an order has been fulfilled, it can no longer be cancelled through your account. At that point, you will need to wait for delivery and follow our standard returns process instead.
Cancelled orders are refunded in full to your original payment method, with no return fee deducted, since the item was never shipped.
All returns must be authorised before being sent back.
Important: All returned parcels must clearly include your full name and order number. Returns received without this information may be delayed or rejected.
You may request a return within 30 days of receiving your order, provided that:
Because we sell cooking and kitchenware, these conditions are strictly applied. Items that have come into contact with food cannot be resold due to the risk of allergen contamination and food hygiene requirements. This applies regardless of whether the item has been cleaned or washed after use.
Sale and outlet items are not eligible for change-of-mind returns or exchanges. This does not affect your statutory rights, faulty or damaged sale and outlet items will still be refunded or replaced in line with UK consumer law.
You can request an exchange through our returns portal at pasta.kitchen/a/returns. Exchanges are subject to the same 30-day eligibility window and condition requirements as standard returns. Sale and outlet items are not eligible for exchange.
Once we receive and inspect your return, we will create a new order for your replacement item. The £5.95 return fee is deducted first, then any remaining price difference is either refunded to your original payment method or invoiced via a payment link. Outbound shipping on your replacement is covered by us.
If your returned item is found to be in less than fully resaleable condition, the same partial refund rules apply as with standard returns. Any deduction will be confirmed before your exchange is processed.
The £5.95 return fee still applies, but outbound shipping on the replacement will be charged at cost due to the size and weight of these products.
If the item you want is out of stock when we process your return, we will let you know the expected restock date and can reserve incoming stock for you. If you would prefer not to wait, we will issue a full refund and you can place a new order when it suits you.
Once your return request has been approved, you must drop off your parcel at a courier, parcel shop, or equivalent shipping point within 14 days of approval.
Returns received outside this timeframe may:
Return approval does not guarantee a refund. All refunds remain subject to timely shipment within the 14-day window, inspection on arrival, and compliance with our return condition requirements.
All returns are inspected on arrival. To be eligible for a full refund, items must be returned unused, in their original undamaged packaging, and with all components, accessories, and instructions included.
If an item is returned in a condition that prevents us from reselling it as new, we may issue a partial refund or decline the return entirely. This includes (but is not limited to):
Please ensure returned goods are packed securely to prevent damage in transit.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receipt. However, Regulation 34(9) provides that where goods have been handled beyond what is necessary to establish their nature, characteristics, and functioning, you may be liable for any resulting reduction in their value. Regulation 34(12) confirms this covers handling beyond what would reasonably be permitted in a shop — for example, using or operating a product in a way that goes beyond simply inspecting it.
In practice, if a pasta machine has been used to make pasta, a food slicer has been used to cut ingredients, or a pizza cutter or pasta tool has come into contact with food, the item can no longer be resold as new. In these cases, we reserve the right to make a deduction from the refund to reflect that reduction in value.
Any deduction will be confirmed following inspection, and we will always let you know before processing your refund.
If your return is rejected following inspection, we will notify you by email. You will have two options:
Please respond within 30 days of our notification. If we do not hear back within that time, the item will be disposed of.
Returns should be sent to:
Returns DepartmentFor items valued over £50, we strongly recommend using a tracked or insured service. We cannot guarantee receipt of untracked returns.
If your item arrives faulty, damaged, or incorrect, please contact us as soon as possible.
If a product is returned as faulty but is found, after inspection and testing, to be operating correctly and in accordance with the manufacturer's specifications:
Where appropriate, we may request video evidence of the reported fault before authorising a return.
If you are ordering from the European Union or Ireland, you have a statutory right to cancel your order under EU consumer law. This right applies in addition to our standard returns policy.
You may cancel within 14 days of receiving the last item in your order. If this period ends on a weekend or public holiday, it extends to the next working day. To cancel, contact us at info@pasta.kitchen or start a return through our returns portal. A clear statement of your decision to cancel is enough.
After telling us you wish to cancel, you have a further 14 days to return the goods to us.
We will refund the full price of the goods, along with the standard outbound delivery cost, within 14 days of receiving the returned items or proof that you have sent them. If you chose a delivery option more expensive than our standard service, we will refund the standard cost only.
No return processing fee is charged on cancellations made under this right.
You are responsible for the cost of returning the goods to us.
You are entitled to inspect and handle the goods as you would in a shop. If the goods show handling beyond this, for example a product that has been used rather than examined, we may reduce your refund to reflect the loss in value, in line with the Consumer Rights Directive.
For hygiene reasons, sealed items that have been unsealed after delivery, and any product that has come into contact with food, cannot be returned under this right once used. Sale and outlet items remain excluded from change-of-mind returns.
Once your return is received and inspected:
Please allow up to 10 working days for the refund to appear in your account, as processing times vary between banks and card providers.
If you have not received your refund, check your bank account first, then contact your card provider, and then your bank, as processing delays are common. If you still need help, contact us at info@pasta.kitchen.
For any questions about returns, exchanges, or refunds, email us at info@pasta.kitchen.
