Refund policy

Returns and Claims

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 in your statement:

customer name;
order number;
product or products to be returned;
reason, if you wish to include 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, by their nature, cannot be returned.

This includes, among others:

perishable products;
frozen or cold-chain products, if their shelf life or food safety cannot be guaranteed after being handed over 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 against the manufacturer’s instructions.

Condition of returned goods

Returned goods must be unused, unopened, in their original packaging and in the same condition as when 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 what is necessary to establish their nature, characteristics and functioning.

Return costs

The direct costs of returning goods are covered by the customer, except when the reason for return is an incorrect, defective or damaged product.

Refund

The refund will be made as soon as possible, but no later than within 14 days from receiving the withdrawal statement.

Njom Foods OÜ may withhold the refund until the returned goods have reached us or the customer has provided proof of having sent the goods back.

The refund will be made using the same payment method that the customer used for the purchase, unless otherwise agreed by both 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 problem;
photos of the product, product packaging and transport packaging.

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