Returns and Complaints Policy

Last updated: 25 November 2025

It is important to note that the products on offer represent baby food and related food products, to which specific legal rules apply.

1. Right to cancel a contract (online purchases)

  1. When you buy as consumer (natural person), you have the right to withdraw from the distance contract within 14 (fourteen) days, effective from the date of receipt of the products, in accordance with the Consumer Protection Act (CPA), in addition to in the cases referred to in Article 57 of the Consumer Protection Act.

  2. Under the Consumer Protection Act, no right of withdrawal in:

    • goods which, by their nature, are liable to deteriorate or have a short shelf life;

    • sealed goods which cannot be returned for reasons relating to health or hygiene once they have been unsealed after delivery.

  3. Due to the nature of the products we offer (food mixes), Returns are only accepted for goods in their unopened, sealed original packaging, with no signs of having been opened, torn, dampened, soiled or otherwise damaged, and within the use-by date.

2. Product Return Policy

For the return to be accepted:

  1. The product must be:

    • in its original, undamaged packaging;

    • showing no signs of use, tampering or improper storage;

    • in their full retail presentation (including labels and markings).

  2. The product must be returned to reasonable time, but no later than 14 days from the date on which you notified us of your withdrawal.

  3. Returned products are subject to inspection. If a breach of the above conditions is found, the Supplier may refuse to accept the return or offer a partial refund.

3. Procedure for exercising the right of withdrawal

  1. To exercise your right of withdrawal, you must notify us before the expiry of the 14-day period, by sending a message to info@panetefoods.com containing the following information:

    • order number;

    • names;

    • telephone number and email address;

    • address;

    • which products you wish to return;

    • date of receipt of the order.

  2. In response, you will receive return instructions and the address to which you should send the products.

  3. The costs of returning the goods (courier charges) shall be borne by the Consumer, unless otherwise expressly agreed.

4. Refunds

  1. Once we have received and inspected the returned goods, provided the conditions have been met, we will refund the amount you paid for the product(s) within 14 days, using the same payment method as that used for the order (unless another method has been expressly agreed).

  2. We may withhold the refund until we have received the goods back or until you have provided proof that you have posted them – whichever comes first.

  3. When the order was placed delivery included, The Supplier shall reimburse:

    • the value of the product(s);

    • In certain cases – the cost of delivery to the customer, in accordance with the Consumer Protection Act (the cheapest standard delivery method). Additional costs for more expensive delivery methods (e.g. express delivery) are not refunded.

5. Complaints regarding defects or non-conformity

  1. If you receive a product with visible defect, damaged packaging or discrepancies with the order (wrong product, missing items, etc.), please:

    • take photos of the product and the packaging;

    • please notify us immediately (preferably by 48 hours (from receipt) of info@panetefoods.com, stating your order number and a description of the problem.

  2. If your complaint is valid, at your discretion and in accordance with the law, we may:

    • replace the product with a new one;

    • refund the amount paid;

    • offer another reasonable form of compensation.

6. Items that cannot be returned

For hygiene and health reasons, non-refundable:

  • products with opened or damaged original packaging;

  • products that have clearly been stored incorrectly after delivery (moisture, extreme temperatures, etc.);

  • products whose use-by date has passed after delivery due to the consumer’s failure to act.

7. Contact details for returns and complaints

For any queries regarding returns, complaints and the right to cancel, please contact us at:

„PROM – M“ Ltd
Email: info@panetefoods.com
Website: https://panetefoods.com