Refund policy

Return and Refund Policy

We want you to be happy with your order. However, as our chocolates are handmade, perishable food products, they are generally not eligible for return under EU law (Article 38 of the Polish Consumer Rights Act). You may only request a refund or replacement if: - The product arrived damaged or defective. - The wrong item was delivered. In such cases, please contact us within 7 days of receiving your order at [your email]. Include photos of the product and packaging. Refunds will be issued to the original payment method within 14 days once your claim is approved.

 

1. Return Eligibility & Timeframes

Standard Returns

  • Return unopened and undamaged products in original packaging within 14 days of delivery
  • Items must be in the same condition as received
  • Full refund or exchange available

Pre-Shipment Cancellations

  • Request cancellation anytime before receiving shipment confirmation email
  • Immediate refund processing without return requirements

Post-Shipment Returns

  • Returns accepted with justification for dissatisfaction
  • Standard return procedures apply

2. How to Initiate a Return

Contact Information:

📧 Email: kontakt@gustelle.pl

Required Information:

  • Order number
  • Reason for return
  • Product condition details

We will provide detailed return instructions upon contact.

3. Shipping & Costs

Return Shipping:

  • Customer covers return shipping costs (standard returns)
  • Free return shipping when fault lies with us:
    • Damaged or defective products
    • Incorrect items sent
    • Company processing errors

Shipping Recommendations:

  • Use delivery confirmation for return shipments
  • We are not responsible for lost return packages
  • Original delivery costs are non-refundable (unless company error)

4. Processing Times & Procedures

Return Processing:

  1. Receipt Confirmation: Email sent upon receiving returned item
  2. Inspection Period: 3 business days to review and decide
  3. Decision Notification: Approval or rejection communicated within 3 business days

Refund Processing:

  • Approved refunds: Processed within 3-7 business days to original payment method
  • Bank processing: Additional time may be required by financial institutions
  • Automatic processing: No additional action required from customer

5. Product Exchanges

Exchange Options:

  • Subject to product availability
  • Include exchange preference in return request

Fastest Exchange Method:

  1. Return current item following standard procedure
  2. Place new separate order for desired product
  3. Ensures immediate availability and faster delivery

6. Special Circumstances

Damaged, Defective, or Incorrect Products:

  • Report immediately upon delivery inspection
  • Company covers all return costs
  • Choice of replacement or full refund
  • Priority processing for resolution

Non-Returnable Items:

  • Sale and clearance products
  • Personalized or customized items
  • Exception: Defective items always returnable regardless of category

7. Inspection Requirements

Upon Delivery:

  • Inspect order immediately upon receipt
  • Report any issues within 24 hours for fastest resolution
  • Document damage with photos if applicable

Return Condition:

  • Items must be unused and in original condition
  • Include all original packaging and materials
  • Products showing signs of use may be subject to restocking fees

8. Contact & Support

Customer Service:

📧 Email: kontakt@gustelle.pl

We're Here to Help:

  • Return questions and guidance
  • Processing status updates
  • Resolution assistance
  • General policy clarifications