Refund policy

Consumers generally have the right to withdraw from a distance contract within 14 days from receiving the goods.

To withdraw from the contract, please send a clear statement to info@njomfoods.com.

Please include the following information in your request:

• customer name;
• order number;
• product or products to be returned;
• reason for return, if you wish to add it;
• bank account details, if the refund cannot be made to the original payment method.

Which Products Cannot Be Returned?

The 14-day right of withdrawal does not apply to products that cannot be returned due to their nature.

This includes, among others:

• perishable products;
• frozen or cold-chain products, if their shelf life or food safety cannot be guaranteed after delivery to the customer;
• food products with opened packaging;
• products that are not suitable for return due to health protection or hygiene reasons, if the packaging has been opened;
• products that have been used, damaged or stored contrary to the manufacturer’s instructions.

Condition of Returned Goods

Returned goods must be unused, unopened, in their original packaging and in the same condition as received.

The customer is responsible for any decrease in the value of the goods if the goods have been used in a way other than necessary to establish their nature, characteristics and functioning.

Return Cost

The direct cost of returning the goods is borne by the customer, except where the return is due to an incorrect, defective or damaged product.

Refund

Refunds are made as soon as possible, but no later than 14 days from receiving the withdrawal request.

Njom Foods OÜ may withhold the refund until the returned goods have been received or until the customer has provided proof that the goods have been sent back.

The refund will be made using the same payment method that the customer used for the purchase, unless otherwise agreed by the parties.

Damaged or Incorrect Goods

If the goods arrived damaged, incorrect or defective, please notify us as soon as possible at info@njomfoods.com.

Please include the following in your email:

• order number;
• name of the damaged or incorrect product;
• description of the issue;
• photos of the product, packaging and transport packaging.

We will review the complaint within a reasonable time and, where necessary, replace the product, refund the payment or offer another suitable solution.