Last updated: 14 October 2026
1. Scope
We mainly supply goods in bulk to businesses, and many of our products are perishable or temperature controlled. This policy explains how we handle claims, cancellations and returns.
2. Damaged, missing or incorrect goods
If goods arrive damaged, short or different from the order, please notify us in writing at sales@masuriansspzoo.com within 7 days of delivery. Include your order number, batch or container number, a description of the problem and clear photographs. Frozen and chilled goods should be left under correct storage conditions until we have responded.
3. How we resolve valid claims
After reviewing your claim, and where needed arranging an independent inspection, we will offer one of the following: replacement of the affected goods, a credit note, or a refund of the affected portion of the order.
4. Perishable and unsuitable goods
For food safety and quality reasons we cannot accept the return of frozen, chilled or other perishable goods, or of goods that have been opened or used, unless they are faulty or not as ordered.
5. Returns
Goods may only be returned after we have agreed to it in writing. Returns must be in original packaging and unused condition. Unless the return is due to our error, the buyer bears return shipping costs and risk.
6. Cancellations
To cancel an order, contact us as soon as possible. If the order has not shipped we will cancel it, but we may charge for costs already incurred such as supplier charges, storage and freight bookings. Orders already shipped cannot be cancelled.
7. Refunds
Approved refunds are paid to the original payment method within 14 days of our approval. Bank charges and currency conversion costs are not refundable.
8. Consumers
If you are a consumer in the European Union, you may have a legal right to withdraw from a distance purchase within 14 days. This right does not apply to goods that spoil quickly, to sealed goods that cannot be returned for health or hygiene reasons once opened, or to certain alcoholic beverages, as permitted by law. Nothing in this policy affects your statutory rights.
9. Contact
Send claims and questions to sales@masuriansspzoo.com or call +48 727 625 162.