Refund policy

Withdrawal and Complaints Policy

Effective from: 14 December 2025

Rules governing the ordering, collection, right of withdrawal, and submission of complaints in relation to cakes and sliced pastries

Method of ordering; mandatory personal collection

Cakes and sliced pastries may be ordered online or by telephone, in the same way as all other Csengmousse products. However, in order to avoid any subsequent quality complaints (defective performance) arising from the impossibility of guaranteeing damage-free delivery, such products may only be collected in person at the place and time specified by Csengmousse.

Right of withdrawal more than 48 hours before collection

If the product is ordered more than 48 hours before the collection time requested by the Consumer, Csengmousse allows the Consumer to cancel the order and exercise the right of withdrawal up to 48 hours before the planned (requested) collection date and time of the product. The requested date and time of personal collection shall be specified by the Consumer during the ordering process.

Right of withdrawal within 48 hours; limitation for perishable products

As Csengmousse begins preparing the ordered product(s) 48 hours before the requested collection date and time, the Consumer shall not be entitled to withdraw from the ordered product(s) (cakes and sliced pastries) within the final 48 hours prior to the requested collection time, pursuant to Article 16(d) of Directive 2011/83/EU and Section 29(1)(d) of Government Decree 45/2014 (II. 26.), as these are perishable goods or goods which retain their quality only for a short period of time.

For ordered products falling under this restriction that are not collected, Csengmousse shall issue an invoice payable by bank transfer, which the Consumer shall be obliged to settle. If the invoice is not paid by the due date, Csengmousse shall take the necessary legal steps without delay in order to recover the debt.

Handling of complaints and quality objections

Joint inspection at the time of handover

At the time of personal collection, the representative of Csengmousse and the Consumer shall jointly inspect the product with due care (including appearance, condition, quantity, decoration, inscription, and allergen labelling). Upon completion of the inspection, the Consumer shall declare whether the product is accepted. In the event of acceptance, the fact of handover and acceptance shall be confirmed by the Consumer’s signature or by an equivalent electronic method.

Legal consequences depending on the result of the inspection

Acceptance: If the Consumer accepts the product during the inspection, such declaration shall qualify as confirmation of performance pursuant to Section 6:157(2) of the Hungarian Civil Code. After that point, Csengmousse shall not be in a position to accept complaints relating to the product, except in the case of hidden defects which, due to the nature of the product, could not have been detected at the time of personal handover.

Rejection: If the Consumer identifies and objects to any objectively detectable defect or discrepancy during the inspection, the Consumer shall be entitled to refuse acceptance of the product without providing reasons. This shall not qualify as late withdrawal, as the product has not been accepted. In such a case, the parties shall jointly decide whether the product is to be replaced or the purchase price refunded immediately.

Handover and acceptance report

A brief handover and acceptance report shall be prepared by the parties concerning the inspection and declarations set out in Sections 4.1–4.2. The complete signing of this report, or its electronic approval, shall constitute a document certifying performance.

Notification of hidden defects

In view of the perishable nature of the product, and with regard to the warranty procedure regulated by NGM Decree 19/2014 (IV. 29.), Csengmousse shall, exceptionally, only be obliged to examine complaints relating to hidden defects that could not have been identified even with the utmost care at the time of personal collection, provided that the Consumer reports such defect in writing (by email) within 24 hours of collection, attaching photographs suitable for demonstrating the defect, and preserves the product under refrigeration and makes it available to Csengmousse upon request.

Inspection procedure; involvement of an expert

Csengmousse reserves the right to involve a food industry or confectionery expert within 5 working days of the complaint, and/or to send the remaining part of the product for laboratory testing. The expert opinion shall constitute evidence between Csengmousse and the Consumer.

Rejection of complaints

If, on the basis of the expert examination or internal investigation, it can be established that the defect arose after handover by Csengmousse and within the Consumer’s sphere of responsibility (for example, due to improper refrigeration, transport, storage, or use), Csengmousse shall reject the complaint with reasons and shall inform the Consumer thereof in writing.

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