Restaurant Policies
At Punto & Punto, our goal is to provide our customers with delicious Peruvian food, quality ingredients, and excellent service. We value every customer and want to make sure any concern regarding an order or purchase is handled fairly and efficiently.
If you experience any issue with an order, payment, pickup, delivery, or food item, please contact us directly so our team can review the situation and assist you.
Refund & Satisfaction Policy
Because our meals are freshly prepared and our products are perishable, all sales are generally final once an order has been prepared or fulfilled.
However, if your order is incorrect, missing an item, damaged, or there is a problem with the quality or fulfillment of your purchase, please contact us as soon as possible.
Depending on the circumstances, an appropriate resolution may include correcting or replacing the affected item, providing store credit, or issuing a partial or full refund.
All refund requests are reviewed individually and are not guaranteed.
When contacting us regarding an order, please provide your name, order number or receipt, date of purchase, and a brief description of the issue. We may request photographs when appropriate to help us understand and resolve the problem.
Approved refunds will be returned to the original payment method whenever possible. The time required for the refund to appear in your account may depend on your bank or payment provider.
Order Cancellations & Modifications
If you need to cancel or make a change to an order, please contact us as soon as possible.
We will make every reasonable effort to accommodate your request. However, because our food is prepared fresh, orders that have already entered preparation or have been completed may not be eligible for cancellation or a full refund.
Pickup Orders
Customers are responsible for providing accurate information when placing an order.
Please review your order when you receive it. If an item is missing, incorrect, or there is another problem, please contact us promptly so we can assist you.
Prepared orders that are not picked up may not qualify for a refund because of the perishable nature of our food.
Delivery Orders
Customers placing delivery orders directly with Punto & Punto are responsible for providing accurate contact and delivery information.
If there is a problem with your delivery, please contact us as soon as possible so we can investigate and determine an appropriate resolution.
Orders placed through third-party delivery platforms such as DoorDash or Uber Eats may also be subject to the policies and procedures of the platform used to place the order.
Incorrect, Missing, or Damaged Items
If you receive an incorrect item, are missing part of your order, or receive an item that is damaged or otherwise not as expected, please contact us directly.
Our team wants the opportunity to review the situation and resolve legitimate order issues promptly.
Whenever possible, please contact Punto & Punto before initiating a payment dispute or chargeback. In many cases, we can investigate and resolve the issue directly and much more quickly.
Questions, Complaints & Payment Inquiries
If you have a question about an order, do not recognize a transaction, believe you were charged incorrectly, or have any other concern regarding a purchase from Punto & Punto, please contact us directly.
We encourage customers to communicate with us first so our team has an opportunity to investigate the transaction and provide an appropriate solution.
Contact Us
Punto & Punto
Phone: (860) 730-4790
Our team is available to assist you during our regular business hours.
We will make every reasonable effort to respond to customer inquiries promptly.
Policy Updates
Punto & Punto reserves the right to update or modify these policies when necessary. Any changes will be posted on this page and will apply to purchases made after the updated policy becomes effective.