Returns and Exchanges

1. Cancelling an order before receipt

1.1. You can cancel an order at any time before you receive it: write to market@konditerprofi.ru or call +7 (34551) 5-16-10 and give the order number.

1.2. If the order has not yet been handed over to the delivery service, we will refund the full amount paid. If the order has already been shipped, the money is refunded minus the cost of delivering the returned order (Clause 4 of Article 26.1 of the Law of the Russian Federation "On Consumer Rights Protection").

1.3. If you do not collect the order from the pick-up point, it will be returned to us and we will refund the money in the same way — minus the delivery costs.

2. Goods of proper quality

2.1. Goods bought on the website can be returned within 7 days of receipt if their presentation and consumer properties are preserved: the packaging is unopened and undamaged, the shelf life has not expired, and there is a payment document or other proof of purchase — for example, the order number (Article 26.1 of the Law of the Russian Federation "On Consumer Rights Protection").

2.2. Opened food packages cannot be returned: the goods lose their consumer properties.

2.3. The money is refunded minus the cost of delivering the returned goods from the buyer. Our manager will tell you how to send the goods back.

3. Goods of improper quality

3.1. If the goods are spoiled, do not match the description, have expired, or you received the wrong item, you have the right to demand a replacement, a price reduction or a refund (Article 18 of the Law of the Russian Federation "On Consumer Rights Protection"). The claim can be made within the shelf life of the goods.

3.2. Write to market@konditerprofi.ru and attach:

• the order number;
• a photo of the product and packaging showing the defect, the production date and the batch number;
• what you would like: a replacement, a price reduction or a refund.

Keep the goods and packaging until the issue is resolved — they may be needed for a quality check. Questions about product quality can also be put to the manufacturer by phone +7 (34551) 5-16-10.

3.3. The seller bears the cost of returning goods of improper quality.

4. Damage in transit and missing items

4.1. Check the parcel on receipt. If the packaging is damaged or something is missing, tell the pick-up point staff or the courier, photograph the parcel and write to us at market@konditerprofi.ru with the order number — preferably on the day of receipt, so we can resolve it with the delivery service faster.

4.2. We will deliver the missing item or refund its cost.

5. How refunds are made

5.1. Money is refunded in the same way the order was paid (to the card or account from which the payment was made) within 10 days of receiving the request. The time it takes to reach your card depends on your bank.

5.2. If the order was partly paid with bonus points, the points are returned to your personal account, and the points accrued for the returned goods are deducted.

5.3. Promotional discounts and gifts are recalculated for a partial return according to the Promotion and Bonus Program Rules.

6. Exchanges

Food products of proper quality are not exchanged for other goods. If you need a different flavour or pack size, make a return under Section 2 and place a new order.

7. Contacts for returns

Konditer Profi Trading Company LLC, PO Box 95, Yekaterinburg, 620103, Russia, email market@konditerprofi.ru, phone +7 (34551) 5-16-10 (Mon–Fri, 9:00–18:00 Yekaterinburg time).