Order Modification and Cancellation Policy

To ensure the freshness of the fruit and an efficient management of deliveries, please review the following rules applicable to orders:

1. Placing Orders

  • Orders can be placed on any day of the week.
  • Delivery within 2–4 working days is guaranteed for orders placed from Monday to Thursday, before 2:00 PM.
  • Orders placed after Thursday 2:00 PM, as well as those placed on Friday, Saturday, or Sunday, will be processed starting Monday, with estimated delivery on Tuesday or Wednesday.
  • We do not ship orders on Fridays, in order to avoid products being stored in uncontrolled conditions over the weekend and to maintain their freshness.

Exceptions:

  • Products marked on the website with the note “delivery starting from…” (pre-order) are not subject to the rules above.
  • In the event that, due to an administrative error, a product is listed as available but is out of stock, you will be contacted in advance. In this case, you may choose between:
    • removing the product from the order, with a refund of the corresponding amount (either to the original payment account or as store credit valid for 6 months), or
    • keeping the product in the order and receiving it at a later date, estimated and communicated in advance. This option is available only for products that will return to stock.

2. Modifying and Canceling Orders

  • Once placed, orders cannot be modified or canceled, regardless of the day or time they were registered.
  • Please carefully check the selected products and delivery details before confirming your order.

3. Warehouse Supply

  • Our warehouse in Bistrița is restocked weekly, every Monday, to ensure product availability and fast delivery during the current week.

4. Delivery Area

  • At present, deliveries are made exclusively within the territory of Romania.

5. Responsibility for Delivery Details

  • The customer is responsible for providing the correct and complete delivery address.
  • If an order cannot be delivered due to an incorrect or incomplete address, responsibility lies solely with the customer. Related costs (transport, return, or re-shipment) will not be covered by the store.

6. Exceptional Situations

  • Parcel lost by courier – the full amount paid will be refunded via the original payment method or as store credit (valid for 6 months), at the customer’s choice. Alternatively, if stock allows, we can resend the products at no extra cost.

 

  • Damaged fruit – if products arrive damaged, the customer must contact us within 24 hours of receiving the parcel and provide photographic evidence. The value of the affected products (proportional to the damaged quantity) will be refunded via the original payment method or as store credit (valid for 6 months), at the customer’s choice.

 

  • Incorrect product delivered – the incorrectly delivered product remains with the customer. If stock allows, we will additionally ship the correct product at no extra cost. If stock is unavailable, the amount paid for that product (including the related shipping costs) will be refunded via the original payment method or as store credit (valid for 6 months), at the customer’s choice.

 

  • Missing product from order – if stock allows, the missing product will be shipped separately at no extra cost. If stock is unavailable, the amount paid for that product (including the related shipping costs) will be refunded via the original payment method or as store credit (valid for 6 months), at the customer’s choice.

7. Administrative errors

In the event that, due to an administrative error, a product has been listed at an incorrect price, we reserve the right to inform the customer and cancel the order if it has not yet been shipped, with a full refund of the amount paid.
If the order contains multiple products and only one has an incorrect price, we will refund the cost of the affected product along with the corresponding shipping fee.

 

8. Refusal or return of the parcel

If the customer refuses to receive the parcel upon delivery, the store does not assume responsibility for the deterioration of perishable products, and their value will not be refunded.
If the parcel shows external signs of damage, the customer must accept it and check the contents. Should any products be damaged, their value will be refunded only based on evidence (photos), in accordance with point 6 of this policy.
Returning the parcel by the customer, for any reason, is done entirely at the customer’s own risk and expense. Returned products are not eligible for a refund, as repeated transport may compromise the freshness of the fruit.