Refund policy

Our desserts are perishable food products that require appropriate transport and refrigerated storage. Due to their perishable nature, the standard 14-day right of withdrawal from an online purchase does not apply. This does not affect your statutory rights if your order does not conform to what was agreed.

1. Issues with Your Order

  • Please check your order upon receipt, whether it is delivered or collected from our pastry shop.
  • If you discover a missing, incorrect or damaged product, or any other issue with your order, please contact us immediately after discovering it at contact@sladkopastry.com or by phone at +359 888 666 432.
  • To help us review the issue promptly, please provide your order number or proof of purchase, a brief description of the problem and photographs where possible.
  • Sladko considers each case individually, taking into account the circumstances and the Customer’s statutory rights. For a valid complaint, the resolution may include a full or partial refund or a replacement product, subject to the applicable legal requirements.

2. Order Cancellations and Changes

  • Orders may be cancelled at least 24 hours before the start of the agreed delivery window or the agreed collection time. If no specific collection time has been agreed, the deadline is calculated from the start of the collection window on the selected date.
  • After this deadline, orders cannot be cancelled at the Customer’s request. Same-day orders also cannot be cancelled at the Customer’s request.
  • Changes to products, dates, the delivery or collection method, or the delivery address are subject to availability and the stage of order preparation. A change is accepted only once expressly confirmed by Sladko.
  • To cancel or change your order, please contact us using the website contact form, by email at contact@sladkopastry.com or by phone at +359 888 666 432.

3. Refunds

  • When an order cancellation is accepted, we refund the amount paid for the cancelled order.
  • If we are unable to supply an ordered product, we will notify you promptly and refund the amount paid for that product. Substitution with another product is possible only with your consent.
  • Refunds are issued without undue delay using the original payment method, unless another method is expressly agreed with you. For cash payments, the refund method is agreed with the Customer.
  • The time required for the refund to appear in your account depends on your bank or payment provider.

4. Delivery and Collection

  • If a delivery cannot be completed for reasons attributable to the Customer, the conditions set out on our “Delivery” page apply:
  • The charge for the delivery attempt is non-refundable.
  • Redelivery requires express confirmation and an additional charge agreed in advance.
  • If the order is not received or collected for reasons attributable to the Customer, the cost of the prepared perishable products is non-refundable.
  • If your delivery is delayed or another delivery issue occurs, please contact us so that we can review the circumstances in accordance with the agreed terms and your statutory rights.

5. Transport and Storage

  • For deliveries arranged by Sladko, we are responsible for appropriate transport and the condition of the products until they are handed over to the Customer.
  • When collecting your order from our pastry shop, please follow the transport instructions provided.
  • After receiving your order, whether by delivery or collection, please follow our instructions for refrigerated storage and consumption within the stated shelf life to preserve the quality of the desserts.
  • These terms do not limit the Customer’s statutory rights, including the right to make a complaint.