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Returns and Complaints Policy

Last updated: 4 July 2026 — This policy supplements our Terms and Conditions.

1. Principle

Swiss law does not provide a statutory right of withdrawal for online purchases: confirmed orders are binding. That said, customer satisfaction matters to us: if there is a problem with your goods, you will find the rules and solutions here.

2. Inspection on delivery

Inspect the goods immediately upon delivery: quantity, integrity, temperature and expiry dates. Visibly damaged packages must be refused or accepted with a written reservation. Report obvious defects:

  • Fresh, refrigerated and frozen products: within 24 hours of delivery
  • Dry and non-perishable products: within 48 hours of delivery

by email to [email protected] or WhatsApp at +41 76 361 70 21, stating the order number and attaching photos of the product and its label. Defects not recognisable on delivery must be reported immediately upon discovery.

3. Fresh, refrigerated and frozen products

By their nature, these products cannot be returned. Exceptions: defective or non-conforming goods, cold chain interrupted before delivery, delivery errors attributable to LAPA. In these cases, after verifying the report, we will at our discretion replace the goods with the next delivery or issue a credit note. Do not dispose of the contested goods before the complaint has been handled: we may request their collection by our drivers.

4. Dry and non-perishable products

Non-perishable products (e.g. flour, preserves, pasta) may be returned within 14 days of delivery, subject to LAPA's prior written authorisation, provided they are intact, sealed, undamaged and fit for resale. Return costs are borne by the customer; for customers in areas served by our own vehicles, collection can take place with the next delivery. After checking the goods, we issue a credit note.

5. Exclusions

  • Products expressly sold with a short expiry date or as clearance offers
  • Goods deteriorated due to improper storage or handling after delivery
  • Frozen products refrozen after thawing
  • Goods ordered to measure or at the customer's special request

6. Refunds

Refunds are generally made by credit note on the customer account or, for online payments, via the same payment method used, within 14 days of acceptance of the complaint.

7. Contact

LAPA - finest italian food GmbH · Industriestrasse 18, 8424 Embrach · [email protected] · WhatsApp +41 76 361 70 21

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