Refund policy
If you wish to withdraw from your purchase, please contact us by using the contact form or by sending us an e-mail at ciao@pastachips.dk with your name, order number, e-mail address, and a clear statement that you wish to cancel your purchase.
Once we receive your request, we will send you a confirmation e-mail with return instructions. Your notice of withdrawal is enough to exercise your right of withdrawal, as long as it is sent before the withdrawal period expires.
Right of withdrawal
You have the right to withdraw from your purchase within 14 days from the day you, or a third party designated by you, receives the goods.
If your order contains several items delivered separately, the withdrawal period expires 14 days after you receive the last item.
Because we sell food, the right of withdrawal only applies to unopened bags in unbroken packaging.
For hygiene and safety reasons, we cannot accept opened bags, as they cannot be resold.
Returning your item
After notifying us that you wish to withdraw from your purchase, you must return the item without undue delay and no later than 14 days after you informed us of your decision.
Please return the item securely packaged and in the same condition as when you received it. The bag must be unbroken and any labels must remain intact.
You are responsible for the cost of return shipping unless the item is defective or incorrectly delivered.
Please keep your receipt and tracking number as proof of return.
Refunds
When you withdraw from your purchase, we will refund all payments received for that order, including standard delivery costs if these were paid at checkout.
If you chose a delivery method that was more expensive than our cheapest standard delivery option, we will not refund the additional cost.
The refund will be made without undue delay and no later than 14 days from the day we received your notice of withdrawal. We may withhold the refund until we have received the returned item or proof that it has been sent back, whichever comes first.
The refund will be made to your original payment method unless otherwise agreed. You will not be charged any fees because of the refund.
Value reduction
You are only liable for any loss in value caused by handling beyond what is necessary to check the nature, properties, and function of the goods.
This means you may inspect the product as you would in a physical store, but you may not use it. For our products, this means you may handle and inspect the bag, but not open it.
Exchanges
If you would like to exchange your item for another variant, please follow the return process above and then place a new order on our website.
Exceptions to the right of withdrawal
The right of withdrawal does not apply to:
- Sealed goods that are not suitable for return for health or hygiene reasons if the seal has been broken after delivery.
- Goods that are likely to deteriorate or expire quickly.
- Goods made to your specifications or clearly personalized products.
For food products, returns are only possible if the packaging is unbroken.
Defective or incorrectly delivered goods
If you receive a defective or incorrectly delivered item, please contact us immediately at ciao@pastachips.dk with your order number, a description of the issue, and preferably photos of the item and packaging.
If the error or defect is our responsibility, we will cover the return shipping and arrange an exchange, repair, or refund.
Right of complaint
As a consumer, you have a 2-year right of complaint under the Danish Sales Act. This right covers defects that were present at the time of delivery. For food, the right of complaint applies until the expiration date stated on the bag.
You must complain within a reasonable time after discovering the defect. If you complain within 2 months after discovering the defect, the complaint is always considered timely.