RIGHT OF RETURN, REFUND & CANCELLATION
Your right to return products if you change your mind
You have the right to return purchased products for a refund within fourteen (14) days of you receiving the products for any reason. The products must be returned directly to us unused and in the condition sent to you with the original packaging including presentation, box and packaging material intact. The following exemptions apply: Perishable goods such as all chilled (meat, dairy etc.) and all frozen products, baby and toddler food and gift cards cannot be returned or exchanged. Sale and non sale items cannot be refunded if they were marked as "short dated" in the product description.
Your right to return products that are faulty or not as described.
If your products are faulty or not as described, you have a right to receive a full refund for those products if you notify us within the return period. Our return period lasts fourteen (14) days. If 14 days have gone by since you received your goods, or the expiry date on a product has passed, unfortunately we can’t offer you a refund or exchange.
Alternatively, if your product is faulty or not as described and a period of more than 14 days and less than six months has elapsed, then you are entitled to request a replacement. Replacements are subject to availability. If your products cannot be replaced, then you are entitled to request a refund within six months from the date that you received the products. We reserve the right to reject refund requests which relate to goods which have been damaged by customers while being used or not correctly cared for.
We only replace items if they are defective or damaged prior to us packing your order. If the items are damaged in the delivery process (being in transit with our couriers), we will issue a refund upon customer's request. If you need to exchange an item, please contact Magaza Home Delivery team at shop@magaza-balkanfood.co.uk
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Several types of goods are exempt from being returned. Perishable goods such as all chilled (meat, dairy etc.) and all frozen products, baby and toddler food and gift cards cannot be returned or exchanged. Sale and non sale items cannot be refunded if they were marked as "short dated".
Your right to cancel the order
You may cancel a contract at any time within 14 days, beginning on the day after you received the products. If you cancel the contract after the products have been dispatched to you or you have received them, you must return them to us. You will receive a full refund of the price paid for the products, but not the cost of delivery or delivery surcharges. You will be responsible for the full cost of products if they are lost or stolen during their return journey to us, so we recommend that you use a tracked delivery service which is insured appropriately. Please note that for safety purposes we are not able to accept returns on the following products: Perishable goods such as all chilled (meat, dairy etc.) and all frozen products, baby and toddler food and gift cards. Sale and non sale items cannot be refunded if they were marked as "short dated".
To cancel a Contract please tell us by email at shop@magaza-balkanfood.co.uk to arrange the return of your goods, or return your goods by mail to Magaza Balkan Food, 12 Cullen way, NW10 6JZ, London, UK along with details of your order number so that we can arrange a refund.
Once we receive your Cancellation Notice by email, we will send you a notification for your records, you may wish to keep a copy of your cancellation notification for your own records. Your cancellation will be effective from the date you sent us the email.
This provision does not affect your statutory rights as a consumer (see section above, “Your right to return Products that are faulty or not as described”).
Your right to make changes to the order
If you wish to make changes to the products you have ordered, please contact us at shop@magaza-balkanfood.co.uk no later than thirty (30) minutes after placing your order. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the products, timing of supply or anything else which would be necessary as a result of your requested change and ask for you to confirm whether you wish to go ahead with the change.
This provision does not affect your statutory rights as a consumer (see section above, “Your right to return Products that are faulty or not as described”).
How to return products
To complete your return, we require a proof of purchase in the form of Magaza Online order number. You may return products in person or by posting them back to our address below. Please do not send your purchase back to the manufacturer or to the address of our physical shop.
We do not offer free returns; you will be responsible for paying the cost of postage if you choose to return products to us. Please note that we will not make any refund to you until we have received the relevant products from you and confirmed that they have not been damaged or used. Please note that for safety purposes we are not able to accept returns on the following products: Perishable goods such as all chilled (meat, dairy etc.) and all frozen products, baby and toddler food and gift cards cannot be returned or exchanged. Sale and non sale items cannot be refunded if they were marked as "short dated".
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an expensive item, consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, as that is out of our control.
If you refuse to receive your order without informing us, please note that the parcel/s will not be processed by couriers for return. DHL does not offer automatic returns, all returns need to be processed through contact with Magaza Online staff.
Our refund process
Once your complaint or return is received and inspected, we will send you an email to notify you that we have received your complaint or returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
We will refund your product as quickly as possible to your original payment method. Please note you will need to email us at shop@magaza-balkanfood.co.uk if your original payment method has expired to make alternate arrangements.
The refund will normally be processed immediately or no later that 5 days after approval, but please allow 5-10 working days for the amount refunded to appear in your bank account. This is due to card merchant and your bank's or other card issuing company processing times and please understand that the processing times are not something we can influence.
We have the right to withhold or reduce any refund on products that have already been opened and/or which have been damaged or otherwise diminished in value. There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error,
- Any item that is returned more than 14 days after delivery.
Please note that delivery (shipping) charges are non-refundable at all times.
Late or missing refund
If you haven’t received a refund yet, first check your bank account again. Next, contact your bank or credit card company. There is often some processing time before a refund is posted as explained above.
If you’ve done all of this and you still have not received your refund, please contact Magaza Online team at shop@magaza-balkanfood.co.uk
