Refund policy
Store Policy & Customer Information
Exchanges & Returns
- Due to food safety regulations, no food item can be exchanged or returned once it has left any Pasticceria Papa store.
- If you believe there is a fault with a product, it must be returned within 24 hours with proof of purchase to any Pasticceria Papa store. Products will be assessed by a chef.
- Refunds or replacements will only be issued where a genuine fault is identified with the product produced by Pasticceria Papa.
- This policy aligns with NSW Consumer Law, which allows refunds or replacements for products that are unsafe or not as described.
Ingredients & Allergens
- Pasticceria Papa products are prepared in an environment containing nuts, gluten, eggs, dairy, and other allergens.
- Despite our care, we cannot guarantee any product is free from allergens.
- Customers with allergies or specific dietary requirements must inform staff before purchase.
- Full ingredient lists are available on request.
Product Storage & Handling
- All products, except biscuits and bread, must be refrigerated at 5°C or below.
- Gelato and semifreddo cakes are frozen at purchase and must be:
- Stored at -18°C or colder in a freezer immediately after purchase
- Transported in an Esky or insulated bag during transit
- Pasticceria Papa cannot be held responsible for products that melt, spoil, or are mishandled after leaving the store.
Customer Safety & Hygiene
- All products are prepared under strict food safety and hygiene standards, in compliance with NSW Food Authority regulations.
Feedback & Complaints
- Feedback is always welcome to improve products and service.
- Complaints should be directed to store management or emailed to info@ppapa.com.au
- We aim to respond within 3 business days.
Change of Mind / Personal Taste
- We understand that everyone’s preferences are different. However, we are unable to offer exchanges or refunds for items purchased due to a change of mind or personal taste. We encourage customers to ask our staff for guidance before making a purchase to ensure the product meets their expectations