I. GENERAL PROVISIONS
  1. This Return Policy (hereinafter referred to as the “Policy”) governs the conditions for returns, exchanges, and refunds of goods purchased from Kataifi Factory EU (hereinafter referred to as the “Company”), specialising in the production and distribution of Kataifi products.
  2. This Policy has been prepared in accordance with European Union legislation, including Directive 2011/83/EU on consumer rights and Directive (EU) 2019/771 on contracts for the sale of goods. It applies to both B2C (consumers) and B2B (business clients).
  3. B2C customers are entitled to withdraw from the contract within 14 calendar days without providing any reason, subject to the exceptions outlined below.
  4. For B2B customers, return conditions and claims are regulated by individual agreements and applicable commercial law.
II. RIGHT OF WITHDRAWAL AND RETURN CONDITIONS (B2C)
  1. Consumers have the right to withdraw from a distance or off-premises contract within 14 calendar days from the date of receipt of the goods, without stating any reason.
  2. To exercise the right of withdrawal, the consumer must notify the Company in writing (by email or the contact form on our website) before the 14-day period expires, clearly stating the intention to withdraw and including the order number.
  3. After submitting the withdrawal notice, the consumer must return the goods within the next 14 calendar days at their own expense, unless otherwise stated.
  4. The Company shall reimburse all payments received, including standard delivery costs, within 14 calendar days of withdrawal notice, but may wait until goods are received or proof of return is provided.
  5. Refunds will be made using the same payment method as the original transaction, unless agreed otherwise.
  6. Returned goods must be unused, unopened, and in original condition. Partial or no refund may apply for used or damaged goods.
III. EXCLUSIONS FROM THE RIGHT OF WITHDRAWAL

The right of withdrawal does not apply to:

  • Perishable goods or those with a short shelf life;
  • Sealed goods that were opened/unsealed after delivery for health/hygiene reasons;
  • Custom-made or personalised goods;
  • Goods irreversibly mixed with others after delivery.
IV. LEGAL GUARANTEE OF CONFORMITY (B2C)
  1. All products are covered by a minimum two-year legal guarantee under EU law.
  2. Consumers may request:
    • Free repair or replacement;
    • Price reduction;
    • Contract cancellation and full refund if repair or replacement is not possible.
  3. Claims must be resolved within a reasonable time and without significant inconvenience to the consumer.
V. RETURN FOR BUSINESS CLIENTS (B2B)
  1. Returns and refunds are governed by individual agreements. If none exist, the following applies:
  2. Returns accepted only for:
    • Manufacturing defects;
    • Transport damage documented and confirmed at delivery.
  3. Claims must be submitted in writing within 7 calendar days and include:
    • Issue description, photos or video, batch number and delivery date, delivery note/invoice copy.
  4. Goods must be inspected on delivery. Failure may void the return right.
  5. For chilled/frozen items, buyer must:
    • Maintain proper temperature;
    • Check and record temperature upon delivery;
    • Provide temperature logs for quality complaints.
  6. The Company may require return of defective goods at its own expense if the defect is confirmed.
  7. No liability for:
    • Improper storage by buyer;
    • Unloading delays;
    • Minor appearance variations not affecting quality.
  8. No returns accepted for:
    • Perishable goods unless defective;
    • Used/opened/altered goods;
    • Custom-made items.
  9. Disputes resolved under the law and jurisdiction in the supply agreement.
VI. RETURN PROCEDURE
  1. Contact the Company via email (sale@kataifi-factory.eu) or contact form.
  2. Wait for confirmation and return instructions.
  3. Repackage goods securely in original/equivalent packaging.
  4. Send goods using tracked delivery. Return cost is on the sender unless due to defect.
  5. Provide tracking number.
  6. Inspection within 5 working days after receipt.
  7. Customer will be informed of result; refund or exchange processed accordingly.
VII. RETURN SHIPPING COSTS
  1. Consumers bear return cost unless the product is defective or wrongly delivered.
  2. If the Company fails to inform about return costs, it shall bear the costs under Article 14(2) of Directive 2011/83/EU.
VIII. INSPECTION TIMEFRAME
  1. Returned goods will be inspected within 5 working days of receipt.
  2. Result and any refund/exchange will be communicated to the consumer.
IX. RETURN CONDITIONS FOR DEFECTIVE OR NON-CONFORMING PRODUCTS (B2C)
  1. All goods have a two-year legal guarantee under Directive (EU) 2019/771.
  2. If defective or not as described, consumers may:
    • Request free repair or replacement;
    • Demand price reduction;
    • Withdraw and get a full refund if repair/replacement is not possible.
  3. Inform the Company in writing with photos/video, order number, and delivery date.
  4. Company bears return shipping costs for defective goods.
  5. Products must be properly stored until return. Claims may be rejected if mishandling is proven.
X. DATA PROTECTION
  1. The Company processes data in line with GDPR.
  2. Data from return requests is used solely for processing and kept as required by law.
XI. AMENDMENTS

This Policy may be updated at any time. The current version is always available on the Company’s website.

XII. CONTACT INFORMATION

Kataifi Factory EU
Address: ul. Bolesława Prusa 1/34, 50-319, Wrocław, Poland
Email: sale@kataifi-factory.eu
Phone: +48 576 513 845
Website: https://kataifi-factory.eu/