1. General

Customer satisfaction is always our top priority, and as such, we handle each query on an individual basis to the best of our ability. While we hope that you are delighted with your order, if you are not perfectly satisfied with your goods, we will happily discuss suggestions to make you satisfied such as refunding you the order. 

Please read our return policy carefully to ensure you can proceed with your request as quickly as possible.

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

You have 14 days from receipt of order to request your return. Returns outside the 15-day window may be accepted at our discretion. The item(s) should be returned unused and in perfect condition, with all KLIMCHI tags still attached. Returns that are damaged, soiled, or returned without their original labels may not be accepted and may be sent back to the customer.

Before your parcel leaves our warehouse, it is fully checked and controlled by our packing team. If you receive a parcel which is damaged, please notify the courier while receiving the parcel. Unless you do so, it will be difficult to prove the item(s) were damaged in transport and the claim may be accepted at our discretion. If you receive an item(s) which is damaged, please contact us immediately providing photographs of the damaged item(s) as well as the packaging which includes the transportation box and the product box. Please do not throw away the transportation box or the packaging filling material before you are permitted to do so as we conclude the claim with the courier.

If your item is faulty (i.e. manufacturing fault), we can offer alternatives such as an exchange. For more information, please contact our Customer Care team.

2. Returning Goods from Non-EU Countries

If you are living outside the EU, you will also have received an invoice with your package. This needs to be completed and enclosed with the items you wish to return. On this form, you will need to indicate which item(s) are being returned. All successfully returned items will be credited only to the account originally used to purchase the items, less any taxes, import duties, or original shipping charges incurred, and will be refunded in the currency you used to purchase the item(s) at the price you paid at the exchange rate prevailing on the day when you bought the item(s). For more information about our returns process, please see our Returns Policy or contact our Customer Care Team.

Please note, for returns from orders placed on a DDP basis, duty and/or tax is only refunded if the order was shipped to the EU.

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

3. Statutory Cancellation Rights

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

You may cancel your order within 14 days after the day on which you receive your Items.

If you wish to cancel your order before your Items have been dispatched, please confirm in writing to customercare@klimchi.com. You may use the model cancellation form appended at the end of this section, but it is not obligatory. If you cancel your order, we will reimburse all payments received from you, including the cost of delivery, within 14 days (except for any supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us).

If you wish to cancel after the Items have been dispatched, please notify us within 14 days after the day on which you receive your Items. Once we have received notification from you of your wish to cancel your order, you will have a further 14 days to return your Items to us. You will have to bear the direct cost of returning the Items.

We may make a deduction from the reimbursement for loss in value of the Items, if the loss is the result of unnecessary handling by you.

4. Model Cancellation Form

(Complete and return this form only if you wish to cancel your order.)

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

[] Fill out or delete as appropriate

I [name] hereby give notice that I cancel my contract of sale of the following goods: [listed goods] from order number [number],

Ordered on []/received on []:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is sent by post):

Date:

5. Refunds

KLIMCHI wants to ensure your complete satisfaction with the Items. For online purchases, we will accept Items not used or damaged for a full refund as set out above.

All successfully returned items will be credited to the original payment method. The original shipping charges will not be refunded. Please note that refunds can take up to 14 working days to show on your account due to varying processing times between payment providers. If you have any queries or wish to discuss the returns procedure in further detail, please do not hesitate to email customercare@klimchi.com.

6. Contacting Us

If you would like some help when ordering, have a query about your order, or to provide us with feedback on our service, please email customercare@klimchi.com 24 hours a day, seven days a week.