Refund policy

This Return and Refund Policy explains how customers can exercise their right of withdrawal or submit complaints regarding products purchased from the online store https://www.hereford.lv/.

1. General Information

HEREFORD offers both fresh perishable food products and packaged food products with a longer shelf life. Return conditions may vary depending on the type of product.

All products are carefully prepared and packaged to ensure quality during delivery.

If a customer believes that a product received is damaged, defective, or does not match the order, the customer has the right to submit a complaint according to the procedure described below.

2. Right of Withdrawal for Packaged Products

According to European Union consumer protection regulations, customers have the right to withdraw from a purchase within 14 days of receiving the product for packaged food items with a longer shelf life.

This applies to products such as:

  • crisps and snack products
  • spices and seasoning blends
  • salt products
  • commercially packaged sauces
  • other sealed food products with a longer shelf life.

The right of withdrawal applies only if:

  • the product has not been used
  • the packaging has not been opened
  • the product is not damaged
  • the product remains in its original packaging.

3. Exceptions for Perishable Food Products

According to consumer protection regulations, the right of withdrawal does not apply to perishable food products.

This includes:

  • fresh meat
  • chilled food products
  • freshly prepared sauces
  • vacuum-packed meat products
  • other food items with a short shelf life.

These products cannot be returned if they have been delivered in proper condition and match the order.

4. Complaints

If a customer discovers that:

  • the product is damaged
  • the product does not match the order
  • the product does not meet quality standards

the customer must notify HEREFORD within 24 hours after receiving the order.

Complaints must be submitted by email to: pasutijumi@hereford.lv

The complaint should include:

  • the order number
  • a description of the issue
  • a photo of the product.

5. Refunds or Product Replacement

After reviewing the complaint, HEREFORD may offer one of the following solutions:

  • replacement of the product
  • sending an equivalent product
  • full or partial refund.

Refunds will be issued using the same payment method used for the purchase.

6. Returning Products

If the customer exercises the right of withdrawal for products eligible for return, the product must be returned within 14 days after submitting the withdrawal request.

The customer is responsible for return shipping costs unless the reason for return is a damaged or incorrect product.

If you have any questions regarding the return policy, please contact HEREFORD, call +371 26 450 336, or send a message pasutijumi@hereford.lv. Business hours: 10:00 – 19:00