Refund policy
At Peppery Spot, returns, refunds and other remedies are handled in accordance with this Return and Refund Policy and applicable mandatory consumer protection law.
Nothing in this policy limits any mandatory rights available to consumers under applicable law.
1. EU RIGHT OF WITHDRAWAL
Consumers who are entitled to the statutory European Union right of withdrawal may withdraw from an eligible online purchase without giving a reason within the applicable statutory period, generally 14 days from the day on which the consumer, or a third party designated by the consumer other than the carrier, receives the goods.
EU customers may submit their withdrawal through our online EU Withdrawal Form:
https://pepperyspot.com/pages/eu-withdrawal-form
Where applicable law permits withdrawal to be communicated by another valid and unequivocal statement, use of the online form does not exclude that statutory option.
After notifying us of the withdrawal, the customer must return the goods within the applicable statutory period.
Unless Peppery Spot expressly agrees otherwise or applicable law requires otherwise, the direct cost of returning goods is borne by the customer.
Peppery Spot does not provide prepaid return labels for ordinary change-of-mind withdrawals unless expressly agreed otherwise.
2. CONDITION OF RETURNED GOODS
Customers may inspect goods only to the extent reasonably necessary to establish their nature, characteristics and functioning.
Where goods have been handled beyond what is necessary for such inspection, Peppery Spot reserves the right to deduct any reduction in value that may lawfully be attributed to that handling.
Products should be returned securely packaged and in a condition that allows us to identify and assess the returned goods.
3. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
The statutory right of withdrawal does not apply where an exception provided by applicable law applies.
This may include, among other cases:
- goods that are liable to deteriorate or expire rapidly; and
- sealed goods that are not suitable for return for genuine health-protection or hygiene reasons where the seal has been broken after delivery.
Whether a particular product qualifies for a statutory exception depends on the nature and condition of the product and the applicable law.
4. INCORRECT OR NON-CONFORMING PRODUCTS
If Peppery Spot sends a materially different product from the product ordered, or the goods otherwise fail to conform to the sales contract, the customer retains the remedies available under mandatory applicable law.
Please contact us at info@pepperyspot.com and provide the order number together with reasonable information or evidence allowing us to assess the issue.
Depending on the circumstances and the remedy available under applicable law, a verified claim may be resolved by replacement, refund, price reduction or another appropriate remedy.
A change made by the manufacturer to packaging, artwork, label design or another non-material presentation characteristic does not by itself mean that an incorrect product has been supplied.
Where the manufacturer has replaced a product with an updated or successor version, including a change to packaging, formulation or ingredients, the supplied version may differ from earlier product photographs or information. Mandatory statutory rights remain unaffected where the supplied goods do not conform to the contract.
5. DAMAGED PRODUCTS
If a product arrives materially damaged, please contact us at info@pepperyspot.com and provide your order number together with clear photographs or other reasonable evidence showing the condition of the product and packaging.
Claims are assessed according to the nature and extent of the damage.
Minor damage to outer packaging, minor cosmetic imperfections or damage that does not materially affect the safety, quality, contents, functionality or usability of the product does not automatically entitle the customer to a full refund.
Where damage materially affects the product, the matter will be resolved in accordance with applicable law and the circumstances of the claim.
6. LOST PACKAGES
If a shipment is confirmed as lost in transit and cannot be recovered or successfully delivered, Peppery Spot will provide the remedy required under applicable law, which may include replacement or refund.
Before issuing a refund or replacement, we reserve the right to investigate the shipment with the relevant carrier and verify its status.
A package is not considered lost solely because tracking has temporarily stopped updating or because delivery is delayed.
7. PRODUCT AVAILABILITY AND ORDER CANCELLATION BY PEPPERY SPOT
If a product ordered is unavailable, was incorrectly shown as available, or Peppery Spot is otherwise unable to fulfil an accepted order, we may cancel the affected product or order where permitted by applicable law.
Where payment has been collected for goods that will not be supplied, the relevant amount will be refunded.
Peppery Spot may also decline an order before acceptance in accordance with our Terms of Service, including in cases involving incorrect or incomplete delivery information, PO Box addresses, unsupported destinations, obvious pricing or technical errors, fraud or security concerns, carrier restrictions or additional remote-area delivery charges that are not accepted by the customer.
8. CUSTOMER CANCELLATION REQUESTS BEFORE SHIPPING
Customers may request cancellation of an order before shipment processing has progressed beyond the point at which cancellation can reasonably be made.
We will make reasonable efforts to accommodate a timely cancellation request, but cancellation cannot be guaranteed once fulfilment has begun.
Once a tracking number has been generated and the shipment has entered the carrier's processing system, Peppery Spot can no longer guarantee cancellation or modification of the shipment.
This does not limit any mandatory statutory right of withdrawal that applies independently under applicable law.
9. INCORRECT ADDRESSES, FAILED DELIVERY AND UNCOLLECTED SHIPMENTS
Customers are responsible for providing complete and accurate delivery information and for taking reasonable steps to facilitate delivery.
Customers are also expected to monitor the tracking information provided for their shipment and, where necessary, communicate with the carrier regarding delivery arrangements.
Failure to accept, collect or facilitate delivery does not by itself constitute a valid exercise of a statutory right of withdrawal.
If a shipment cannot be delivered or is returned because of circumstances attributable to the customer, including an incorrect or incomplete address, failure to collect the parcel, refusal of delivery, failure to follow carrier instructions or another avoidable circumstance attributable to the recipient, Peppery Spot reserves the right, to the fullest extent permitted by applicable law, to recover or deduct the actual costs and losses caused by the unsuccessful delivery.
These may include outbound shipping charges, return transportation, carrier surcharges, storage charges, customs-related expenses, handling charges and other costs directly resulting from the failed delivery.
Any amount Peppery Spot is legally entitled to recover may be deducted from amounts otherwise repayable to the customer.
10. REMOTE-AREA DELIVERY CHARGES
Courier companies may classify particular postal codes, islands, rural areas or other locations as remote or special service areas and impose additional charges.
These classifications are determined by the carrier and may change without prior notice. Peppery Spot does not maintain or control a complete carrier remote-area database.
If an additional carrier surcharge is identified after the order has been placed but before dispatch, Peppery Spot may contact the customer and issue an invoice for the additional delivery charge.
The customer may pay the additional charge or, where the order has not yet been dispatched, request cancellation of the affected order.
11. CHANGE OF MIND, ACCIDENTAL ORDERS AND PRODUCT PREFERENCES
Outside any statutory right of withdrawal or other mandatory consumer right, Peppery Spot is not required to provide a refund solely because:
- the customer ordered a product accidentally;
- the customer changed their mind after the applicable withdrawal period;
- the customer no longer wants or needs the product;
- the customer dislikes the scent, flavour, color, texture, appearance or other subjective characteristic of a product; or
- the product does not meet a customer's personal expectations despite conforming to the sales contract.
This section does not limit rights available under an applicable statutory right of withdrawal or where goods are defective or non-conforming.
12. REFUND METHOD
Approved refunds will normally be issued to the original payment method used for the order unless another method is required or agreed.
The time required for the refunded amount to appear may depend on the payment provider, bank or card issuer and is outside Peppery Spot's direct control after the refund has been successfully initiated.
13. SHIPPING COSTS FOLLOWING WITHDRAWAL
Where an EU consumer validly exercises the statutory right of withdrawal, any refund of the original delivery cost will be handled in accordance with applicable law.
Where the consumer selected a delivery method more expensive than the least expensive standard delivery option offered by Peppery Spot, Peppery Spot is not required to reimburse the additional cost attributable to the more expensive delivery option to the extent permitted by law.
The direct cost of returning the goods remains the customer's responsibility unless Peppery Spot has agreed otherwise or applicable law provides otherwise.
14. HOW TO CONTACT US
For questions or claims relating to returns, damaged products, incorrect products or refunds, please contact:
Peppery Spot
Horváth András EV
1071 Budapest, Dembinszky utca 29. Fsz. 3.
Hungary
Email: info@pepperyspot.com
For EU statutory withdrawal, customers may use: