Due to the policy of PostExpress service, it is not possible to inspect or open the package before it is received, paid for, and registered. Therefore, you can ask the courier to wait for you to open the package, but before that, you must receive and pay for it.
The complaint process is initiated in case of:
- loss or complete damage of the shipment
- damage or reduction of the content of the shipment
- exceeding the deadline for transmission and delivery of the shipment,
- non-delivery of the shipment.
The recipient can initiate a complaint process for exceeding the deadline for transmission and delivery of the shipment only if they have paid the postage for the shipment.
For information on the documentation required for the complaint process, as well as the deadlines for initiating a complaint process for PostExpress shipments, please visit the link with instructions.
If there is a need to complain about a specific item regarding its quality, we will fulfill all legally defined obligations for the seller, in the same manner as if you had purchased the goods in a conventional store.
If you wish to initiate the complaint process, please contact us via email at info@reelchocolate.com or by phone at 063/44-50-49.
CHOCOLATIER assumes no responsibility for customer errors, products incorrectly purchased, or any other errors related to your actions during the purchase on the website. If you experience irregularities in the purchase process or have not received the purchased product, please contact customer service by phone at 063/44-50-49 or by email at info@reelchocolate.com, and we will endeavor to rectify the irregularities so that you receive the purchased product.
Right to Refund or Product Exchange
In the event of contract termination, the consumer has the right to a refund or exchange for another product. The amount is refunded to the buyer upon receipt of the product, and after it is determined that the product has been returned undamaged and in good condition.
Return and Refund Costs
The costs of returning the goods and money are borne by the buyer, except in cases where the buyer receives a defective or incorrect item.
In Case of Product Return and Refund
For customers who have previously paid with any of the payment cards, partially or in full, regardless of the reason for the return, CHOCOLATIER is obliged to refund only via VISA, EC/MC, Maestro, Amex, and Dina payment methods, meaning that the bank, at the seller's request, will refund the funds to the user's card account.
