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For goods, the withdrawal period generally begins on the day on which the Consumer, or a third party designated by the Consumer other than the carrier, receives the goods. To exercise the right of withdrawal, the customer must notify “ФИЛОСОФИЯ НА ВКУСА” OOD of the decision within the applicable period. Where applicable, products should be returned with their original packaging, labels, accessories and accompanying documentation. The Consumer may be liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. This may include goods made to the customer's specifications or clearly personalised, goods liable to deteriorate or expire rapidly and other categories expressly excluded by law. For products which are unsuitable for return after opening for health protection or hygiene reasons, the right of withdrawal may be restricted where the statutory conditions are met. The fact that a product is wine or another alcoholic beverage does not by itself automatically exclude the statutory right of withdrawal. The relevant legal conditions and exceptions apply. Where possible, we recommend providing photographs of the product, the shipping packaging and the shipment label. Where a complaint is justified, we will provide the remedies required under applicable law, which may include replacement, bringing the goods into conformity, a proportionate price reduction or a refund where the relevant legal requirements are met. Where the return results from an error by the Trader, an incorrect product, damage or another justified case of non-conformity, the costs will be handled in accordance with applicable law and the circumstances of the case. Please do not return goods using cash on delivery unless this has been agreed with us in advance. Refunds will generally be made using the same payment method used for the original transaction unless otherwise agreed and provided that the customer does not incur additional fees as a result. Where permitted by law, the Trader may withhold the refund until the returned goods have been received or until the customer provides evidence that the goods have been sent back. Where the statutory right of withdrawal applies, standard initial delivery charges will also be refunded to the extent required by law. Additional costs resulting from the customer's choice of a more expensive delivery method may not be refundable. The customer will be informed of the outcome where appropriate. The time required for a refunded amount to appear in a bank account or other payment method may also depend on the relevant bank or payment service provider.
Returns & Refunds
1. Right of Withdrawal
Where the customer qualifies as a Consumer under applicable law, the Consumer generally has the right to withdraw from a distance contract within 14 days without giving a reason, unless a statutory exception applies.
3. Condition of Returned Products
Products should be returned without undue delay and in a condition that allows their nature, characteristics and proper functioning to be established.
4. Exceptions to the Right of Withdrawal
The right of withdrawal does not apply in circumstances excluded under applicable law.
5. Damaged, Incorrect or Non-Conforming Products
If you receive a damaged product, an incorrect item, an incorrect quantity or a product that does not conform to your order or the agreed characteristics, please contact us as soon as possible.
6. Return Shipping Costs
Where a customer exercises the right of withdrawal without a defect or non-conformity being present, the direct cost of returning the products is borne by the customer unless the Trader expressly states otherwise.
7. Refunds
Where a customer validly exercises the right of withdrawal and the applicable legal conditions are satisfied, the Trader will refund the payments received within the period required by law.
8. Processing Time
Once a returned shipment is received, it may be inspected to confirm the condition of the products and whether the requirements for a refund have been met.