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Refund policy

Return and Refund Policy

We strive to ensure the highest quality of our products and services. If you are dissatisfied with your purchase for any reason, please review our policy on refunds and returns.

1. Cancellations and Order Changes

  • For detailed information about order cancellations/modifications, please refer to our Cancellation Policy here

2. Non-Perishable and Perishable* Items 

    We offer a 14-day return policy on all non-perishable items. To obtain a return authorization, please contact us within this timeframe at info@gastronomusa.com. Returns must be initiated within 14 days of receipt. The item must be in its original packaging and in the same condition that you received it. A restocking fee of 5% will be applied. The customer is responsible for return shipping costs.

    *Perishable Food Items:

    Perishable items include categories such as Meat & Seafood (caviar, sausages, salo, herring, etc.) and Dairy Foods (butter, cheese, tvorog, etc.).

    Due to the perishable nature of these products, all sales of perishable food items are considered final and we generally do not accept returns.

    If you receive a perishable item that is damaged, spoiled, or incorrect, please notify us within 24 hours by emailing info@gastronomusa.com and include photos of the product and packaging. After review, we may offer a replacement or refund where appropriate.

    If a perishable item is returned to us marked as "undeliverable," we cannot offer a store credit or refund.

    3. Damaged Items

    Please notify us within 24 hours from receipt of the product if any items are damaged. Inspect the packaging of your item(s) when they arrive. If your items do arrive damaged, please send photos to info@gastronomusa.com, and we will process an insurance claim on your behalf.

    4. Applying Promo Codes

    If you forgot to apply a promotional code at the time of placing your order, unfortunately, the promo code cannot be applied retrospectively to that order. However, if you are registered in our loyalty program, we can credit your account with points equivalent to the missed discount value. These points can be used towards future purchases.

    5. Refunds

    Refunds are processed within 3-5 business days upon receipt and inspection of the returned item. You will receive an email notification confirming the receipt of your returned item and the status of your refund.

    6. Shipping Errors and Stolen Packages

    • If the client made a mistake in the shipping address or if your package was stolen after delivery, we do not refund for the goods and for delivery.
    • Once an order has been handed over to the shipping carrier, we are not responsible for delays caused by the carrier, weather conditions, or other circumstances outside of our control.
    • For temperature-sensitive products, customers are responsible for monitoring tracking information and ensuring timely receipt of their delivery. Products should be refrigerated immediately upon delivery.
    • We cannot guarantee product quality if the package is left unrefrigerated after delivery or not retrieved promptly from the delivery location.

    7. Final Sale

    Final Sale and Clearance items cannot be refunded.

    8. Contact Us

    For any returns, issues with an order, or further inquiries, please contact us at info@gastronomusa.com with the order number, date of arrival, condition of the item at time of arrival, a detailed explanation of the issue, and whether you prefer a refund or replacement.