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Refund policy

Right of withdrawal

Consumers generally have a statutory right of withdrawal when entering into a distance sales contract.

You have the right to cancel this contract within fourteen (14) days without giving any reason.

The cancellation period is fourteen days from the day,

  • on which you or a third party designated by you, who is not the carrier, have taken possession of the goods,
  • or, in the case of partial deliveries or multiple items from an order, from the day on which the last item was taken possession of.

To exercise your right of withdrawal, you must notify us

Balkanshop Mursel
Owner: Elvira Mursel
Remser Str. 7
70736 Fellbach

Telephone: 0711 39017770

Email: balkanshopmursel@gmail.com

by means of a clear statement (e.g., by letter or email) of your decision to cancel this contract.

To comply with the cancellation period, it is sufficient if you send the notification before the cancellation period expires.

Consequences of Cancellation

If you cancel this contract, we will reimburse all payments we have received from you, including delivery costs (except for additional costs arising from you choosing a delivery type other than the standard delivery offered by us).

The reimbursement will be made without delay and at the latest within fourteen days from the day we receive your cancellation notification.

We will use the same payment method you used for the original transaction for this reimbursement, unless explicitly agreed otherwise.

We may withhold reimbursement until we have received the goods back or until you have provided proof that you have returned the goods – whichever occurs earlier.

The goods must be returned to us without delay and no later than fourteen days after submitting your cancellation declaration.

You will be responsible for the direct costs of return shipping.

You will only be liable for any loss of value of the goods if that loss of value is due to handling the goods beyond what is necessary to inspect their condition, properties, and functionality.

Exclusion or Early Termination of the Right of Withdrawal

A right of withdrawal exists in particular does not, as provided by law, for contracts for the delivery of:

  • perishable goods or goods whose expiry date would be exceeded quickly,
  • sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery,
  • goods that have been inseparably mixed with other goods after delivery due to their nature.

This includes, in particular, refrigerated goodsfrozen foods as well as certain perishable foods, provided the legal requirements are met.

Return Instructions

Please pack the goods securely for transport and include – where possible – a copy of the invoice or order confirmation.

The return instructions are not a requirement for the effective exercise of the statutory right of withdrawal.


Returns & Complaints

We want you to be completely satisfied with your purchase from Balkanshop Mursel be completely satisfied. Should anything not be correct, we will of course assist you quickly and uncomplicatedly.

📦 Returns

You can cancel your order in accordance with the legal provisions. Please note, however, that statutory exceptions to the right of withdrawal apply to certain goods.

Excluded from returns are, in particular – to the extent legally permitted –

  • perishable foods,
  • refrigerated and frozen products,
  • sealed foods after opening or removal of the seal,
  • goods whose minimum shelf life is short due to their nature.

These regulations serve to protect food safety and the health of our customers.

❄️ Refrigerated Goods

Foods requiring refrigeration leave our warehouse exclusively in perfect condition.

After handover to the shipping service provider, it is the responsibility of the recipient,

  • to collect the shipment promptly,
  • to inspect the goods immediately,
  • and to store them in accordance with the manufacturer's instructions.

A return of refrigerated goods is generally excluded for hygiene and food law reasons, unless there is a statutory warranty case.

🥫 Damaged or Incorrectly Delivered Goods

If you receive damaged, defective, or incorrectly delivered products, please contact us as soon as possible within 48 hours of receiving the delivery.

Please send us the following for this:

  • Your order number
  • a brief description of the issue
  • high-quality photos of the goods and the packaging

at:

balkanshopmursel@gmail.com

We will review your request as quickly as possible and find a solution together.

🍾 Alcoholic Beverages

Alcoholic beverages are only sold to people aged 18 and over.

By placing your order, you confirm that you are of full legal age.

An age check may be carried out upon delivery.

If the required minimum age cannot be verified, delivery may be refused.

🚚 Shipping Damage

Please inspect your delivery immediately upon receipt.

If the parcel is externally damaged, please have the damage confirmed by the carrier as soon as possible and notify us promptly.

This facilitates the handling of the claim with the shipping service provider.

Your statutory warranty rights remain unaffected by this, of course.

📞 Customer Service

We will be happy to assist you with any questions.

Balkanshop Mursel

Owner: Elvira Mursel

📍 Remser Str. 7
70736 Fellbach

☎️ Telephone: 0711 39017770

📧 Email: balkanshopmursel@gmail.com

💛 Our Promise

Your satisfaction is our top priority. If you ever have reason to make a complaint, we will handle your request quickly, fairly, and customer-focused. Our goal is to find an uncomplicated and satisfactory solution for every justified complaint.