Refund policy

Gourmeest.com Return & Refund Policy

This policy applies to all orders placed on gourmeest.com with GOURMEEST OÜ (see Section 10 for our contact details). It applies to deliveries to all countries we ship to. Nothing in this policy limits the statutory rights you have as a consumer under the mandatory law applicable to you.

1. YOUR 14-DAY RIGHT OF WITHDRAWAL

1.1 Withdrawal period. If you are a consumer, you may withdraw from your purchase within 14 days without giving any reason, subject to Section 2. The withdrawal period starts on the day you, or a third party designated by you other than the carrier, take physical possession of the goods. If your order is delivered in several parcels, the period starts on the day you take possession of the last parcel.

1.2 How to withdraw. To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires by sending an unambiguous statement, together with your order number, using the contact details set out in Section 10. You may use the model withdrawal form set out at the end of this policy, but it is not required.

1.3 Returning the goods. You must send the goods back to the following address without undue delay and in any event no later than 14 days from the day you informed us of your withdrawal:
GOURMEEST OÜ, Helgi tee 2 - 019, Peetri, 75312, Harju maakond, Estonia
The deadline is met if you send the goods before the 14-day period has expired.

1.4 Cost of return. You bear the direct cost of returning the goods. For returns from countries outside the European Union, this includes any export or customs formalities and charges.

1.5 Condition of the goods. Products must be returned unopened, in their original packaging and in the condition in which you received them (see Sections 2 and 3). You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature and characteristics, and we may reduce your refund accordingly.

1.6 Refund. We will refund all payments received from you for the returned goods, including the cost of standard delivery, without undue delay and in any event no later than 14 days from the day we are informed of your withdrawal. We do not refund any additional costs arising from your choice of a delivery method other than the least expensive standard delivery offered by us. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier. The refund will be made using the same means of payment you used for the original transaction, unless you have expressly agreed otherwise, and you will not incur any fees as a result of the refund.

1.7 Partial withdrawal. If you withdraw from only part of your order, we refund the price paid for the returned items. The original delivery costs are not refunded in this case, as the delivery was required for the items you keep.

1.8 Discounts and free gifts. Refunds are based on the amount actually paid. Order-level discounts are allocated proportionally to each item. If your order included a free gift conditional on a minimum order value and the value of the items you keep falls below that threshold, the free gift must be returned with the other items; otherwise, its regular retail price will be deducted from your refund.

1.9 Customs duties and taxes. Customs duties, import VAT and clearance fees paid by you to authorities in your country are not collected by us and cannot be refunded by us. You may be able to reclaim them from your local customs authority.

2. WHICH PRODUCTS CAN BE RETURNED

2.1 Gourmeest sells food products only. Whether the right of withdrawal applies to a product depends on its condition.

2.2 The right of withdrawal applies to our products, such as confectionery, chocolate, biscuits, marshmallows, pastila and cereals, provided that they are returned unopened, with all original seals and packaging fully intact.

2.3 In accordance with applicable law, the right of withdrawal does not apply to:
(a) any food product whose original packaging or seal has been opened after delivery, as such products are not suitable for return due to health protection and hygiene reasons;
(b) products that are liable to deteriorate or expire rapidly;
(c) products that, after delivery, have been inseparably mixed with other items.

2.4 If you send us products covered by Section 2.3, no refund will be issued. For food safety reasons, such products will not be returned to you and will be disposed of.

3. FOOD SAFETY AND CONDITION OF RETURNED GOODS

3.1 For food safety reasons, returned food products are never resold and are disposed of after inspection.

3.2 Products that have been opened, partially or fully consumed, or whose seals or packaging show any signs of having been opened or tampered with are not eligible for return or refund, unless the product was defective or did not conform to the contract at the time of delivery (see Section 7).

3.3 Dissatisfaction with taste, texture, smell or any other matter of personal preference does not constitute a defect.

3.4 All returned parcels are inspected and may be video-recorded upon opening. If a returned product shows signs of tampering, contamination or the addition of any foreign substance, we will refuse the refund, retain the product and the parcel as evidence, and report the matter to the competent authorities, including the police.

4. EXTENDED RETURN PERIOD (DAYS 15–30)

4.1 In addition to your statutory right of withdrawal, we voluntarily accept returns of unopened items from the 15th to the 30th day after delivery. This is a commercial goodwill policy and does not form part of your statutory rights.

4.2 Before sending any items back, you must obtain a return authorization by contacting us using the contact details set out in Section 10. Returns sent without authorization may be refused.

4.3 For returns under this extended period:
(a) the item must be unopened, in its original packaging and in the same condition in which you received it;
(b) a restocking fee of 10% of the item price will be deducted from the refund;
(c) you are responsible for all return shipping costs;
(d) original delivery costs are not refunded;
(e) Final Sale and Clearance items are not eligible.

5. ORDER CANCELLATION BEFORE DISPATCH

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible using the contact details set out in Section 10. If the order has not yet been dispatched, we will cancel it and refund the full amount paid. Once an order has been dispatched, it can no longer be cancelled; you may instead exercise your right of withdrawal under Section 1, subject to Section 2.

6. DAMAGE DURING TRANSPORT

6.1 If the parcel shows visible damage upon delivery, we recommend that you note this with the carrier at the time of delivery or refuse to accept the parcel.

6.2 If you receive a product damaged during transport, please notify us as soon as possible, preferably within 24 hours of delivery, at info@gourmeest.com. Please include photos of the damaged product, the outer packaging and the shipping label, and keep the product and all packaging until we have reviewed your claim, as the carrier may require them for inspection.

6.3 Where transport damage is confirmed, we will, at your choice, send a replacement or refund the price of the damaged items, including the corresponding delivery costs. Prompt notification helps us process your claim with the carrier, but it does not limit your statutory rights.

7. DEFECTIVE OR SPOILED PRODUCTS

7.1 If a product was spoiled, past its expiry date, contaminated or otherwise defective at the time of delivery, please contact us at info@gourmeest.com immediately after discovering the issue. As food products may deteriorate as a result of storage conditions after delivery, claims regarding spoilage should be reported without delay.

7.2 Your claim must include clear photos showing the product, its packaging, the label with the batch or lot number and the best-before or use-by date, and the shipping label of the parcel. Please keep the product and all packaging until we have reviewed your claim. We may require you to return the product to us before issuing a refund or replacement; in that case, we will bear the cost of return.

7.3 We keep records of the batch numbers and expiry dates of the products dispatched with each order. Claims that do not match our dispatch records, or where there is evidence that the product was replaced, tampered with or stored improperly after delivery, will be rejected. Suspected fraudulent claims may be reported to the competent authorities.

7.4 Where a defect is confirmed, you are entitled to the remedies provided by law, including replacement or a refund of the price paid for the defective item. No restocking fee or return shipping cost applies to defective products.

8. UNDELIVERABLE AND UNCLAIMED PARCELS

8.1 If a parcel is returned to us because the delivery address provided by you was incorrect or incomplete, or because you did not collect the parcel within the period set by the carrier, we will refund the price of the items that can be returned to stock, minus the cost of the return shipment charged to us by the carrier. The original delivery costs are not refunded.

8.2 Products that have deteriorated, or whose remaining shelf life no longer allows them to be resold due to the time spent in transit and storage, are not refunded.

8.3 If you would like us to resend the parcel instead, you will be required to pay both the cost of the return shipment and the new delivery cost according to the rates of our logistics provider.

8.4 Please make sure your delivery address is correct when placing your order and collect your parcel on time.

9. BUSINESS CUSTOMERS

The statutory right of withdrawal applies only to consumers. Business customers may return goods only under Section 4, at our discretion. Business customers must inspect the goods upon delivery and notify us in writing of any transport damage or defects without undue delay and in any event within 7 days of delivery; otherwise, the goods shall be deemed accepted.

10. CONTACT

GOURMEEST OÜ
Registry code: 16988321
Registered address: Redise tn 8-15, Laagri alevik, Saue vald, Harju maakond, 76401, Estonia
Return address: Helgi tee 2 - 019, Peetri, 75312, Harju maakond, Estonia
Email: info@gourmeest.com
Phone: +372 5627 0191

MODEL WITHDRAWAL FORM
(complete and return this form only if you wish to withdraw from the contract)

To: GOURMEEST OÜ, Helgi tee 2 - 019, Peetri, 75312, Harju maakond, Estonia, info@gourmeest.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Order number:
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

(*) Delete as appropriate.


Last updated: 1 October 2026