Returns and exchanges of goods
We guarantee the quality of all products. If you discover a problem, open a dispute within 48 hours and we will refund your money
Food product returns
Can be returned
If low-quality products were delivered to you:
- ✓Expired products
- ✓Spoiled or missing items
- ✓The product does not match the description
- ✓Incomplete order
- ✓The wrong item was delivered
Cannot be returned
Food products of proper quality:
- ✕If you simply changed your mind
- ✕If you did not like the product
- ✕If you ordered the wrong item by mistake
- ✕Quality products without defects
Legal basis
According to the legislation of the Russian Federation, food products of proper quality are not subject to return or exchange. This is regulated by the Resolution of the Government of the Russian Federation dated December 31, 2020 No. 2463.
How to request a return
Open a dispute within 48 hours after receiving the order
Report the problem
Open a dispute within 48 hours after receiving the order
- ✓Through order history in your account
- ✓Through the support chat on the website
Provide proof
Take a photo of the product with the visible defect
- ✓The defect or problem is clearly visible
- ✓The expiration date or label is visible
- ✓A general view of the product and packaging
Wait for the decision
The support team will review the request
- ✓Usually within 24 hours
- ✓An individual approach to each case
Receive compensation
Refund to the provided payment details
- ✓The operator will clarify the payment details for the refund
- ✓The money will be returned within 3-10 business days
Important deadlines
48 hours
Time limit for opening a dispute after receiving the order
24 hours
Average time to review a request
3-10 days
Refund period
Frequently asked questions
Can I return products if I simply changed my mind?
Unfortunately, no. Food products of proper quality are not subject to return under Russian law. Only defective, expired, or incorrect items can be returned.
What if more than 48 hours have passed?
Contact support with a description of the issue and photos. We review such cases individually, especially if the defect or expiry issue could not be discovered immediately.
Do I need to return the spoiled product?
In most cases, no. If the product is spoiled, you may dispose of it yourself after coordinating with support and providing photos of the defect.
Can I return part of the order?
Yes, if the issue affects only certain items in the order. The refund will only apply to the problematic items.
Where will the money be returned?
After the return is approved, an operator will contact you and clarify the payment details for the refund. The refund period is 3 to 10 business days depending on your bank.