Returns & Refunds

There are two different things people mean by a return, and they work differently. Both start in the same place.

Something is wrong with your order

Damaged, missing, wrong, past its date or not as described. This applies to everything we sell, fresh food included, and you never pay to send back something that was our mistake. The windows run from delivery:

• Fresh, chilled and other perishable items — 48 hours.
• Everything else — 14 days.

You will be asked for a photograph of the problem, which is what lets us settle most cases the same day without anything having to travel back to us.

You have changed your mind

Buying at a distance normally gives you 14 days to withdraw without giving a reason. Romanian law itself withdraws that right for food that spoils quickly and for sealed goods that cannot be returned once opened for reasons of hygiene, which between them cover much of a grocery basket — so in practice it applies to sealed, shelf-stable items that are still sealed.

You do not have to work out which of your items qualify. The return form offers the option only on the ones it actually applies to.

How to start either one

Sign in, open My account → Orders, find the order and start a return. You will be told there which option applies to which item.

Refunds

Refunds go back the way you paid. For an order paid in cash on delivery we will need your bank details, since there is no card to refund.

The full terms

This page is a summary. The binding detail — the withdrawal right and its exemptions, the faulty-goods windows, who pays return postage, how the delivery charge is treated and the statutory rights none of it limits — is in our Terms & Conditions. Where this page and the Terms disagree, the Terms are what apply.