Returns and Order Cancellation

These return and order cancellation terms apply to goods purchased from the online store and are regulated by BRUX food OÜ.

1. Order Cancellation Before Receiving the Goods

The customer has the right to cancel the order before the goods are handed over by notifying us in writing via email.
If the order has not yet been prepared or handed over to the courier, the full amount paid will be refunded to the customer.

If the order has already been prepared or handed over to the transport company, the seller has the right to withhold direct costs incurred (e.g., preparation and transport costs).

2. Right of Withdrawal After Receiving the Goods

In accordance with the Law of Obligations Act, the consumer generally has the right to withdraw from goods purchased from an online store within 14 days of receiving the goods.

⚠ Exception for Frozen Products:
Products sold by BRUX food OÜ are frozen food items that may spoil or lose quality if not stored properly. Therefore, the 14-day right of withdrawal does not apply to products whose packaging has been opened or whose storage conditions have not been followed.

3. Conditions for Returning Frozen Products

The returned product must meet the following requirements:

  • The product has been stored continuously at a temperature of –18°C or lower.
  • The product has not thawed or partially thawed.
  • The original packaging is unopened, intact, and undamaged.
  • The product has been transported back to the seller under a proper cold chain, ensuring a temperature of –18°C or lower throughout the transport.
  • The product’s expiration date has not passed.

BRUX food OÜ has the right to request proof that the products have been stored and transported properly (e.g., temperature sensor log or other relevant documentation).

4. Refund Conditions

After receiving the returned goods, BRUX food OÜ will inspect:

  • the temperature,
  • the condition of the packaging,
  • the integrity of the cold chain,
  • the quality of the product.

If the inspection reveals that:

  • the product has not been stored at –18°C,
  • the cold chain has been interrupted,
  • the packaging is damaged,
  • the product has partially or fully thawed,

BRUX food OÜ has the right to refuse a full refund or reduce the refundable amount in proportion to the decrease in the product’s value.

If the return meets all requirements, the amount paid for the product will be refunded within 14 days from confirmation of the compliant return.

5. Defective or Incorrect Product

If the customer has received:

  • an incorrect product,
  • a defective product,
  • a product damaged during transport,

please contact us no later than 24 hours after receiving the goods and include photos of the product and packaging.

In such cases:

  • the product will be replaced with a new one, or
  • the cost of the product will be refunded to the customer.

6. Return Procedure

To return a product:

  • Submit a written request via email.
  • Wait for written confirmation of return acceptance.
  • Arrange the return according to the instructions of BRUX food OÜ.

Frozen products sent without prior agreement may not be accepted.