Return policy

Return of products is possible in the following cases:

1. If the customer finds that the packaging or the product inside of it is damaged at the time of receiving the order from the courier. In this case, please, take photos of the damage and send them to our e-mail info@caviarhouse.lv or WhatsApp +37125770880.
 
After this, the customer will be offered a replacement of the product or a refund. We carry out the refund of the paid order only if the customer has made the payment in advance (before receiving an order from the courier). Money will be refunded within 3-5 days to the same bank account from which the order was paid. If the customer has chosen the payment form “upon receipt from the courier”, when placing an order, and the thermal box or the product has serious visible damage, the customer has the right to refuse the order without making the payment. If you do so, please, take the photos of the damage and send them to us.
 
2. If the customer discovers that, despite following the storage conditions, temperature regime, and shelf life indicated on the package, the received product is of poor quality and spoiled, has a strong sour or bitter taste, an unnatural colour and bad odour, or other visual and taste inconsistencies indicating poor quality, please take photos and send them to our e-mail info@caviarhouse.lv or WhatsApp +37125770880. After this, the customer will be offered a replacement of the product or a refund.
 
3. All purchases made in SIA CaviarHouse.LV offices-stores, as well as online orders paid in our offices in Riga or Daugavpils, can be returned or replaced – if the customer provides the receipt, confirming that the purchase was made exactly in our stores.
 
4. In cases where the client has changed his mind and decided to cancel the order but has already received a package, then, the client must return it in the original thermal packaging using gel-ice as a cold element to maintain the right temperature regime. The return is carried out at the expense of the client with any courier service convenient for the client. In this case, the client needs to provide return delivery within 24 hours.

We draw attention of the customers that we accept claims related to damages to thermal packaging of the orders made on our website within 3 days, and we kindly ask you to take photos of damages.

Return of the ordered products, subject to the conditions above, is possible within 14 days from the date of purchase/delivery.

Products received using a courier service must be returned using the original thermal packaging and hydrogel ice pack the products were delivered in.

In all other unclear situations arising, we will be happy to help our customers – please contact us by e-mail or by phones indicated on our website.
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