Returns, Refunds & Cancellations Policy

Returns and exchanges

Baltic Treats does not offer voluntary change-of-mind returns or exchanges on food products. However, we accept returns and provide refunds where required by applicable consumer law.

This policy does not affect your rights if your order is damaged, defective, incorrect, not as described, or otherwise fails to meet applicable legal requirements.

Products excluded from change-of-mind returns

Where permitted by law, change-of-mind returns are not available for:

• Products that deteriorate or expire rapidly.

• Products made to your specifications or clearly personalized, including fortune cookies with custom messages or personalized packaging.

• Sealed products that are unsuitable for return for health protection or hygiene reasons once unsealed after delivery.

These exceptions do not remove your rights concerning faulty, damaged, or incorrectly supplied goods. Shelf-stable food is not automatically excluded from statutory cancellation rights.

Order changes and cancellations

You may request cancellation or removal of items before dispatch by emailing hellobaltictreats@gmail.com with your order number.

For personalized orders, please contact us as early as possible. If production has already begun, we may be unable to accommodate a change-of-mind cancellation unless required by law.

Once an order has been dispatched, the return and cancellation rules in this policy apply.

Damaged, defective, incorrect, or missing items

Please inspect your order when it arrives. If an item is damaged, defective, incorrect, or missing, contact hellobaltictreats@gmail.com as soon as reasonably possible.

Please include:

• Your order number.

• A description of the problem.

• Photos of the affected items and packaging, where possible.

Please retain the packaging and affected items where safe to do so until we provide instructions. Do not consume any product you believe may be unsafe.

We will review the issue and provide an appropriate remedy, such as a replacement or refund, in accordance with your legal rights. We will cover necessary return costs where we are legally responsible.

Orders that have not arrived

If your order has not arrived within the estimated delivery period, email us with your order number so we can investigate with the delivery provider.

If an order is lost or is not delivered within the legally required or agreed timeframe, we will provide the remedy required by applicable law.

Statutory cancellation rights: European Union and United Kingdom

Where EU or UK distance-selling cancellation rights apply and no legal exception applies, you may cancel your purchase without giving a reason within 14 days after the day you receive your goods. For an order delivered in separate parts, the period generally runs from receipt of the last item.

To exercise this right, email hellobaltictreats@gmail.com with your order number and a clear statement that you wish to cancel. You do not need to wait for approval to notify us of a statutory cancellation.

You must send eligible goods back within 14 days after notifying us. Contact us for the return address and instructions.

You are responsible for the direct cost of a change-of-mind return unless we agree otherwise or the law requires us to pay. Please package returned items securely.

You may inspect eligible goods as you would in a shop. We may deduct an amount for diminished value caused by handling beyond what is necessary to establish their nature, characteristics, and functioning, where permitted by law.

For an eligible cancellation of the entire order, we will refund the product price and the least expensive standard delivery charge we offered. Additional charges for express or premium delivery are not refundable unless required by law.

We will issue the refund without undue delay and within 14 days after receiving your cancellation notice. We may withhold it until we receive the goods back or you provide evidence of having returned them, whichever happens first, where permitted by law.

How refunds are issued

Refunds are issued to the original payment method unless you expressly agree otherwise. We will not charge a refund processing fee.

We will notify you when your refund has been issued. Your bank or payment provider may take additional time to display it in your account. This processing time does not extend our legal deadline for issuing a refund.

Your consumer rights

Nothing in this policy excludes or limits rights provided by applicable consumer protection law. If a provision conflicts with a mandatory legal requirement, that requirement takes precedence.

Contact us

For cancellations, returns, refunds, or problems with your order, contact:

Baltic Treats
Email: hellobaltictreats@gmail.com