Return policy

Return of products is possible in the following cases:

1. If the customer finds that the packaging or the product inside it is damaged at the time of receiving the order from the courier. In this case, please take photos of the damage and send them to our e-mail or WhatsApp +37125770880.
After this, the customer will be offered replacement of the product or a refund. The refund of the paid order amount is only made if the customer has made a payment in advance (before receiving the order from the courier). The amount is refunded within 3-5 days to the same bank account from which the order was paid for. If the payment form “upon receipt from the courier” was chosen when placing an order and the thermal box or the product has serious visible damage, the customer has the right to refuse the order without paying for it, having previously taken photos of the damage.

2. If the customer, for any reason, finds that, despite having observed the storage conditions, temperature regime and shelf life indicated on the package, the product received is of poor quality and spoiled, has a strong sour or bitter taste, unnatural color and smell or other visual and taste inconsistencies establishing the poor quality of the content, please take photos and send them to our e-mail or WhatsApp +37125770880. After this, the customer will be offered replacement of the product or a refund.

3. All purchases made in SIA CaviarHouse.LV offices-stores, as well as online orders paid in our offices in Riga and Daugavpils, can be returned or replaced – provided that there is a receipt confirming the purchase exactly in our stores.

4. In cases where the client has changed his mind and decided to cancel the order, but has already received a box with the goods, then the client must return it in the original thermal packaging using gelold as a cold element to maintain the temperature regime. The return is carried out at the expense of the client and any courier service convenient for the client, providing return delivery within 24 hours.

We draw attention of the customers that we accept claims related to damages to thermal packaging of the orders made on our website within 3 days, and we kindly ask you to take photos of damages.

Return of the ordered products, subject to the conditions above, is possible within 14 days from the date of purchase/delivery.

Products received using a courier service must be returned using the original thermal packaging and hydrogel ice pack the products were delivered in.

In all other unclear situations arising, we will be happy to help our customers – please contact us by e-mail or by phones indicated on our website.
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