Darkstory - პრემიუმ ხილი
KA

Refund and Product Replacement Policy

1. General Principle

1.1. Dark Story sells perishable products (fruits, berries, nuts, and premium gift baskets); therefore, product returns are processed only in the cases specified below.

1.2. The company’s priority is customer satisfaction and the prompt resolution of all justified complaints.

2. Product Replacement

2.1. The customer has the right to request full or partial product replacement if:

  • The delivered product is damaged;

  • The product is spoiled;

  • The product does not match the order;

  • The wrong product was delivered;

  • The quality of the product clearly does not meet Dark Story standards.

2.2. A complaint must be submitted no later than 24 hours after receipt.

2.3. The following are required:

  • Photo or video evidence;

  • Order number;

  • Brief description of the issue.

3. Full Refund

3.1. A full refund is issued if:

  • The order could not be fulfilled due to the company’s fault;

  • The delivered product is significantly damaged or unfit for consumption;

  • Replacement is impossible or the customer declines the replacement.

3.2. Refunds are issued using the same payment method as the original transaction.

3.3. Refund timeframe: 5–10 business days (in accordance with bank rules).

4. Partial Refund

4.1. A partial refund is possible if:

  • The issue affects only a specific product or part of it;

  • The customer agrees to accept the remainder of the order.

4.2. In such cases, only the cost of the corresponding product is refunded.

5. Cases Where No Refund is Issued

5.1. No refund will be issued if:

  • The customer received the product and submitted the complaint later than 24 hours;

  • The product was damaged as a result of improper storage by the customer;

  • The customer’s personal taste assessment does not match the natural characteristics of the product (e.g., "was not sweet enough");

  • Natural visual variations of seasonal fruits do not affect quality;

  • A portion of the product has already been consumed.

5.2. No refund will also be issued if:

  • The products have been delivered to the location, and the customer refuses to accept them due to a change of plans.

6. Delivery Address Error

6.1. If delivery cannot be completed due to incorrect information provided by the customer or confirmed absence at the location:

  • Delivery fees are non-refundable;

  • Re-delivery will be carried out for an additional delivery fee.

7. Quality Guarantee

7.1. Dark Story provides:

  • Hand-selected produce;

  • Multi-stage quality control;

  • Prompt replacement of problematic products.

7.2. The company’s core policy is: "Replacement first, refund second."