Return & Refund Policy This Return & Refund Policy applies to all purchases made on our website for our bonbons, chocolates and related products.
1. Right of withdrawal (change of mind) - Consumers in the EU have a 14‑day cooling‑off period from the day after delivery to cancel their order without giving any reason. : - Due to the **perishable** nature of our products, we generally do not accept returns for change of mind once the order has been dispatched and correctly delivered, unless required by applicable law. - If you wish to exercise your right of withdrawal, you must notify us in writing (email or contact form) within 14 days of delivery, using the model withdrawal form we provide or a clear statement. [
2. Perishable goods and non‑returnable items - Our chocolates and bonbons are food products and may be sensitive to temperature and handling during transport and storage. - For hygiene and safety reasons, we cannot accept returns of edible items that have been opened, partially consumed or not kept in appropriate conditions after delivery, except where they are faulty or not as described. - Customized, personalized or special‑order items are non‑returnable unless they are defective or incorrectly supplied
3. Defective, damaged or incorrect products - If your order arrives damaged, defective, melted due to carrier delay, or not as described (wrong item, missing items), please contact us within 48 hours of delivery with your order number and clear photos of the packaging and products. - Where a product is confirmed as defective or incorrectly supplied, you are entitled to a replacement, repair or refund in line with EU consumer law and our guarantee obligations (up to at least two years for lack of conformity). We reserve the right to refuse a refund or replacement if no reasonable proof of the issue is provided or if the product has been misused or improperly stored. [saltirecandy]
4. Return conditions and process - Any return must be approved by our customer service in advance; unauthorized returns may be refused - When a return is approved, items must be sent back promptly in their original packaging, unused and with proof of purchase, unless they are being returned because they are defective or unsafe. - To request a return, contact us at [insert email] with your order number, description of the issue and photos where relevant; our team will provide instructions and, where applicable, a return address or label.
5. Refunds - Once we receive and inspect any returned items, we will confirm by email whether a refund has been approved.- Approved refunds will be processed within 14 days, using the same payment method used for the original transaction, unless we agree otherwise. [- Where you exercise a legal right of withdrawal, we will refund the product price and the standard delivery costs originally paid; extra costs for express or non‑standard delivery may not be refunded.
6. Return shipping costs - If the return is due to our error (defective, damaged or incorrect item), we will cover or reimburse reasonable return shipping costs, or provide a prepaid return label where possible- For any voluntary returns permitted beyond our legal obligations, return shipping costs are your responsibility and are non‑refundable.
7. Contact For any questions about this Return & Refund Policy or to request a return, please contact: - Email: hola@omnivorus.com