Refund policy
Returns policy
We’re confident you’ll love Paldy. Most customers never need to use a return or refund. The terms below explain how refunds and returns are handled if needed.
That’s why we offer a 60-day money-back guarantee on your first order, so you can try Paldy without hesitation and decide for yourself.
Please read this policy carefully, as it explains how returns, refunds, pickup-point orders, post-order changes, free gifts, and subscriptions are handled.
60-Day Money-Back Guarantee (First Order Only)
The 60-day money-back guarantee applies only to your first order.
How it works
You may order any bundle size.
You are allowed to open one box from the bundle to try the product.
If you decide you do not like it, you may return:
– all remaining boxes unopened,
– in perfect condition,
– in their original packaging, exactly as received.
Once we receive and inspect the return, we will issue a refund for the full bundle, including the opened box.
Important conditions
Only one opened box is allowed under this guarantee.
All other boxes must remain unopened and undamaged.
Opened food products beyond this single box are non-returnable for hygiene and food safety reasons.
Non-refundable costs
The initial shipping fee is non-refundable.
Shipping insurance fees are non-refundable.
Return costs
All return shipping and handling costs are paid by the customer.
Returns that do not meet these conditions will not be accepted.
Return Authorization
All returns must be requested and approved by us in advance. Customers must contact us before sending any return. Returns sent without prior approval will not be accepted or processed.
Approval to return an item does not guarantee a refund. All returned items are subject to inspection upon receipt and must meet the conditions outlined in this policy to be eligible for a refund or store credit.
Unpaid Returns
Returns must be sent with shipping fully paid by the customer. We do not accept returns sent with unpaid shipping, cash on delivery, or where any shipping or handling fees are charged to us. Such parcels will be refused and returned to the sender.
Free Gifts & Promotional Items
If your order includes a free gift or promotional item (for example a bowl, spoon, accessory, or limited-time item), the free gift is considered part of the order.
If you request a return or refund:
– the free gift must also be returned,
– unused, undamaged, and in its original condition.
If the free gift is not returned, we reserve the right to:
– deduct the retail value of the free gift from the refund amount, or
– refuse the refund until the free gift is returned.
Free gifts are not eligible for standalone refunds or exchanges.
Pickup Point & Non-Collected Orders
If you choose delivery to a pickup point or home address and:
– refuse the delivery, or
– do not collect the parcel within the carrier’s designated pickup timeframe,
the parcel will be treated as a non-collected order and automatically returned to the sender.
Orders returned due to incorrect or incomplete address details provided by the customer are also treated as non-collected orders.
Orders are delivered strictly to the delivery details provided at checkout. Customers are responsible for ensuring that all delivery information is complete and accurate. If delivery fails due to incorrect or incomplete information, the order is treated as non-collected and any related costs remain the customer’s responsibility.
Refunds or store credit are not issued automatically for non-collected or returned parcels. If you did not collect your order, you must contact us to request a refund or store credit in accordance with this policy.
Refund options
Store credit (recommended)
If you choose store credit, the credited amount will equal your order value minus the return shipping and handling costs incurred due to non-collection. In certain cases, adjustments may be reviewed at our sole discretion.
Monetary refund (optional)
If you choose a monetary refund, the refund amount will be reduced by the actual costs incurred, including:
– 6.50€ return shipping fee charged by the carrier
– 2€ handling fee charged by our fulfilment partner
If your order qualified for free shipping, the original outbound shipping cost will also be deducted in cases of non-collection or refused delivery.
All amounts are calculated excluding VAT. VAT will be applied in accordance with the customer’s country of residence.
Refunds or store credit are processed only after the returned parcel has been received and inspected by our fulfilment partner, in accordance with the refund processing timeline below.
Non-refundable fees:
– Initial shipping fee
– Shipping insurance fee
If you request re-shipping of a non-collected order, re-shipping is possible at the customer’s expense. The full cost of the new shipping must be paid in advance, regardless of any original shipping promotion or free shipping eligibility.
All costs incurred due to non-collection, including return shipping fees, handling fees, the original outbound shipping cost (including orders that qualified for free shipping), and any other related charges, remain the customer’s responsibility and are not waived or offset when choosing re-shipping.
Post-Order Editing
After placing your order, you have up to 60 minutes to edit your order via the post-order thank you page. After this 60-minute window expires, changes are no longer possible and the order enters processing.
During this post-order editing window, you may update certain order details. However, changes to the shipping method are not possible, including switching between pickup point delivery and home delivery. The pickup point location also cannot be changed after the order is placed.
If the order is shipped and then refused or not collected, the pickup-point rules and fees above will apply.
Order Processing & Cancellations
Once an order is placed, it immediately enters processing and cannot be cancelled.
Orders in processing are being prepared, queued, or awaiting carrier pickup. For this reason, orders cannot be cancelled, modified, or refunded once placed, even if dispatch has not yet occurred or is delayed.
Processing status does not indicate shipment or carrier handover and does not create a right to cancellation, modification, or refund.
Customers are encouraged to review their order carefully before completing checkout and to use the post-order editing window immediately after purchase if changes are needed.
Submission of a return request does not pause processing, shipment, or billing obligations.
In Transit Orders
Once an order has been shipped and handed over to the carrier, it is considered in transit.
Refunds, cancellations or address changes are not permitted while an order is in transit, even if delivery is delayed.
A refund request may only be submitted after the order has been delivered. Refunds are processed only after the parcel has been returned to us and inspected.
Delivery delays, including extended or unforeseen delays, do not entitle the customer to refuse delivery, cancel the order, or request a refund. If a delayed order is not collected or is refused, it is treated as a non-collected order and subject to the applicable fees outlined in this policy.
Partial Shipments
Some orders may be shipped in multiple parcels.
All parcels form part of the same order and must be collected in full.
Failure to collect any parcel from a multi-parcel order, including cases where one parcel is delayed or arrives separately, results in the entire order being treated as a non-collected order.
In such cases, all applicable return shipping fees, handling fees, initial shipping costs (including free shipping where applicable), and other deductions apply in accordance with this policy.
Damaged or Incorrect Items
Please inspect your order immediately upon delivery.
If an item is damaged, defective, or incorrect, you must contact us within 48 hours of delivery.
To evaluate the claim, we may require:
– clear photos of the damaged item,
– photos of the outer and inner packaging,
– a clear photo of the shipping label on the parcel,
– a PDF copy of the invoice sent to you by email prior to delivery.
Claims submitted outside this timeframe or without sufficient documentation may not be accepted.
Subscription Orders
Subscription renewals are non-refundable.
By subscribing, you acknowledge and agree that:
– your payment method will be charged automatically at each renewal,
– recurring orders are processed immediately once billed.
You are responsible for managing your subscription, including pausing or cancelling, before the next billing date.
Non-collected subscription orders are treated the same as one-time orders and are subject to the pickup-point rules and fees outlined above.
Abuse and Misuse
We reserve the right to limit refunds, store credits, or service in cases of repeated misuse, including but not limited to:
– repeated non-collection of parcels,
– frequent refund requests,
– abuse of the money-back guarantee.
Return Address
All approved returns must be sent to:
PALDY d.o.o. (FULLY d.o.o.)
Letališka cesta 30
1000 Ljubljana
Slovenia
Returns sent without prior approval will not be accepted.
Refund Processing
Once we receive and inspect your return, we will notify you of the refund decision.
If approved, refunds are issued to the original payment method within 8 days of receiving the returned goods.
Please note that banks and payment providers may take additional time to process and post the refund.
Statutory Right of Withdrawal (Unopened Products)
In accordance with applicable EU consumer protection law, customers have the right to withdraw from a distance contract within 14 days of receiving the goods.
This statutory right applies only to sealed products that remain unopened after delivery. Sealed food products that have been opened are not eligible for withdrawal for reasons of hygiene and health protection.
To qualify for withdrawal, products must be returned unopened, unused, undamaged, and in their original packaging. Customers are responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
To exercise the statutory right of withdrawal, customers must notify us in writing within 14 days of delivery by providing a clear statement of their decision to withdraw. Returns sent without prior notification of withdrawal may not be accepted.
For faster processing, customers are encouraged to include:
– a PDF copy of the invoice sent by email prior to delivery,
– confirmation of the items being returned,
– and the reason for return (optional).
After notifying us, the goods must be returned without undue delay and no later than 14 days from the date the withdrawal was communicated.
Return shipping costs are the responsibility of the customer.
Governing Law
This policy is governed by the laws of the Republic of Slovenia and applicable European Union consumer protection regulations.