Refund policy

Perishable Items — Final Sale

Our products are fresh, perishable food (oreshki cookies with dulce de leche filling). For health and safety reasons all perishable items are final sale. We do not accept returns, exchanges, or refunds for perishable items for any reason, including taste preferences, event timing, change of mind, or missed delivery.

Title, Risk of Loss & Carrier Handling

  • Title and risk of loss transfer to you when we tender your order to the carrier.
  • We are not responsible for carrier delays, mishandling, rough transit, weather/temperature exposure during transit, packages marked “Delivered” but later missing, or any cosmetic or structural damage to packaging caused by the carrier.
  • If a package is delayed, lost, stolen, or arrives with packaging damage, please contact the carrier to open a claim. We will provide shipment details to support your claim when available.

Delivery Address, Access & Acceptance

  • Please verify your shipping address before checkout. Orders cannot be rerouted after processing.
  • You are responsible for selecting an appropriate shipping speed and ensuring someone can receive the package at delivery.
  • If delivery fails due to an incorrect/inaccessible address, absence of a recipient, refusal, or an unattended address, perishable goods may be discarded. No refund or reshipment will be issued.
  • If you authorize “leave at door” or signature release, you accept all risks once the carrier leaves the package.

Quality Concerns on Arrival (Defects Only)

We stand behind product quality. If you believe there is a material product defect (not related to transit time, heat exposure, storage after delivery, or carrier handling):

  1. Email us within 12 hours of the carrier’s delivery timestamp.
  2. Include your order number and time-stamped photos taken at the delivery address, before consumption:
  • outer shipping box and visible damage (if any),
  • shipping label, internal insulation/packaging, and
  • all affected items.

      3. Store items per the label while we review. Do not discard products or               packaging until we advise.

If we confirm, in our sole discretion, a product defect attributable to us, we will provide one of the following remedies at our option:

  • replacement of the affected items, or
  • store credit for the affected items.

Cash refunds are not provided for perishable goods. Shipping and handling charges are non-refundable. Remedies will not exceed the purchase price of the affected items.

Claims are not eligible if any portion has been consumed, stored contrary to instructions, reported after the 12-hour window, or if photos/supporting details are incomplete.

Heat, Weather & Storage

Perishable food can be affected by heat or extreme weather. We do not guarantee against melting, softening, or quality changes due to weather, transit duration, or packages left outside after delivery. Please choose expedited shipping when appropriate and refrigerate/store promptly upon receipt as directed.

Order Processing, Changes & Cancellations

Orders begin processing immediately. Orders cannot be changed or canceled once submitted. We will try to assist if you contact us right away after checkout, but cannot guarantee modifications or cancellation.

Unauthorized Returns

Due to food safety regulations, we cannot accept returns of food products. Do not send products back without written authorization. Unauthorized returns will be discarded and no refund will be issued.

Non-Perishable Items & Gift Cards

Gift cards and promotional vouchers are final sale and non-refundable.

Chargebacks & Disputes

If something isn’t right, please contact us first so we can help. Filing a chargeback without giving us an opportunity to resolve a good-faith issue may delay resolution.

Limits & Disclaimers

To the fullest extent permitted by law:

  • Our total liability relating to any order is limited to the amount you paid for the affected items.
  • We are not liable for indirect, incidental, special, exemplary, or consequential damages.
  • Except as required by law, implied warranties are disclaimed and/or limited in duration to the shortest period permitted. Some states do not allow certain limitations, so the above may not apply to you.

How to Contact Us

Use the contact form on our website or email oreshki.us@gmail.com (include your order number and photos, if applicable).

Changes to This Policy

We may update this Policy at any time. The version posted on this page at the time of your order applies to your purchase.