Customer satisfaction is always our top priority, which is why we handle each question individually to the best of our ability. We hope you are happy with your order, but if you are not completely satisfied with the item, we are happy to give you a full refund.

Returning goods and canceling an order

Please read our returns policy carefully to process your request as quickly as possible.

All returns should be sent back to us in the original packaging supplied. Please ensure that the KLIMCHI box is properly protected when returning the shipment.

You have 14 days from receiving your order to submit a return request. Returns outside the 28 day period may be accepted at our discretion. Goods should be returned unused and in perfect condition, with all KLIMCHI tags still attached. Returns that are damaged, soiled or returned without original tags may not be accepted and may be sent back to the customer.

Before the shipment leaves our warehouse, it is fully inspected and checked by our packing team. If you receive a package that is damaged, please notify the courier when collecting the package. Failure to do so will make it difficult to prove that the shipment(s) were damaged in transit and the claim may be upheld at our discretion. If you receive a damaged item(s), please contact us immediately and provide us with photos of the damaged item(s).

If your goods are faulty (ie a manufacturing defect) we can offer you alternatives such as an exchange. Contact our customer care team for more information.

Returning goods from countries outside the EU

If you live outside the EU, you also received an invoice with the shipment. This must be filled out and attached to the goods you want to return. This form must indicate which goods are being returned. All successfully returned items will only be credited to the account originally used to purchase them, less any applicable taxes, import duties or original shipping charges, and will be refunded in the currency in which the purchase was made at the price you paid in accordance with exchange rate in effect on the day of purchase of the item. For more information on the returns process, please see our Returns Policy or contact our Customer Care team.

Please note that for returns on DDP orders, duty and/or tax is refunded only if the order was shipped to the US.

Our returns policy does not affect your statutory rights in any way.

Legal rights to cancel an order

If you are located in the EU, you have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You can cancel your order within 14 days from the day you received the Goods.

If for any reason you wish to cancel your order before the Goods have been dispatched, you must notify us. In order to do so, you must confirm this in writing to customercare@klimchi.com. You may use the sample order cancellation form (attached at the end of this section), but it is not mandatory. If you cancel your order, we will refund all payments we have received from you, including delivery costs within 14 days (except for any additional costs incurred if you choose a delivery other than the cheapest standard delivery we offer).

If you wish to cancel your order after the Goods have been dispatched, you must notify us within 14 days of the day you received the Goods. You can notify us by email as above. Once we have received notice from you of your wish to cancel your order, you will have a further 14 days to return the Goods to us. You will bear the direct costs of returning the Goods.

We can deduct the loss of value of the Goods from the compensation, if it occurred as a result of unnecessary handling on your part.

Model cancellation form

(Fill out and submit this form only if you wish to cancel your order.)

To the address KLIMCHI, Palackého 42, 471 14 Kamenický Šenov, Czech Republic; email: customercare@klimchi.com:

[*] Cross out the inappropriate ones

I/we [*] hereby announce/announce that I/we [*] cancel/cancel my/our [*] purchase contract for the following goods [*]/for the supply of the following service [*],

Ordered on [*]/Received on [*]:

Name of consumer(s):

Address of the consumer(s):

Signature of consumer(s) (only if this form is mailed):

Date:

Substitutions

KLIMCHI wants to ensure your full satisfaction with the Goods. For online purchases, we accept Goods that have not been used or damaged for a full refund as stated above.

All successfully returned items will be credited to the original payment method. Original postage is non-refundable. Please note that refunds may take up to 14 business days to appear in your account due to the different processing times of different payment service providers. If you have any questions or would like to discuss the return process in more detail, please do not hesitate to write to customercare@klimchi.com