Returns & Refunds Policy

Effective date: 01.06.2025

This policy sets out the terms and conditions for returns, exchanges and refunds for products purchased from the website of Senarro- a trademark of CAP Consult EOOD.

 

1. Nature of the products sold

Senarro offers organic food products, including vegan bliss balls, dried fruits, chocolates and plant-based creams. Due to the nature of the goods (edible, sensitive to storage), the following apply: special conditions pursuant to Art. 57 of the Consumer Protection Act and Art. 16 of Directive 2011/83/EU.

 

2. Goods to which the right of return does not apply

The customer has no right to cancel the purchase, if the product:

• is from the category of perishable foods,

• is with open or damaged packaging,

• or was stored not in accordance with the conditions specified on the label (including regarding temperature, humidity, sunlight, etc.).

Example: if the product requires storage in a "cool and dry place" but has been kept in a warm room or exposed to direct sunlight, Senarro reserves the right to refuse return, even if the packaging has not been opened.

 

3. Return for damaged, wrong or defective product

If you receive a product that:

• was damaged during delivery,

• is expired on the date of receipt,

• or does not correspond to the ordered item,

please contact us within 48 hours after receiving the shipment by sending:

• order number,

• photos of the product and packaging,

• short description of the issue

on email: office@senarro.com

After review by our team, we will offer you:

• a refund of the amount paid,

• resending the product (if available),

• or a voucher for a future purchase.

 

4. Refund procedure

If the return is approved:

• the amount will be refunded in the same way as the payment was made,

• within a period of 14 calendar days from the confirmation.

 

5. Transportation costs

• In case of defective or wrong products: shipping costs are borne by us.

• In case of approved exception for return for another reason: the costs are at the customer's expense.

 

6. Conditions for maintaining the right of return

Senarro reserves the right to refuse returns, if:

• the product has not been stored under the conditions described on the label;

• there is reasonable doubt that the quality, safety or commercial presentation of the product may be compromised;

• There is no possibility to check the condition of the product at the time of its receipt by the customer.

 

7. Contacts

Email: office@senarro.com
Phone: +359 895 835 269

 

Senarro reserves the right to update this policy at any time. Updates will be effective upon posting on this page.