Refund Policy

Returns

We accept returns where the circumstances meet the requirements of this policy or where a return is required by applicable law.

A return or other remedy may be considered where:

• The wrong product was supplied.

• The product arrived damaged.

• The product has a confirmed quality, conformity or manufacturing issue.

• Another issue attributable to Pussalla Cinnamon has affected the order.

• A consumer exercises a statutory cancellation or withdrawal right where that right applies.

Customers should contact us before sending a product back. We may request photographs, order information or other details needed to assess the issue and determine the appropriate resolution. Products should not be returned without prior instructions from Pussalla Cinnamon unless applicable law gives the customer a different right or procedure.

Damaged, Incorrect or Non-Conforming Products

If an order arrives damaged, contains a product different from what was ordered, or a product does not conform to the applicable description or requirements, please contact us as soon as reasonably possible with the order details and, where relevant, photographs of the product, packaging and damage.

After reviewing the circumstances, we may offer an appropriate remedy, which may include a replacement, refund, repair where appropriate, price adjustment or another solution permitted by applicable law.

Where the issue is confirmed to have resulted from an error or problem on our side, we will work with the customer to resolve the matter fairly and in accordance with applicable legal requirements.

Quality or Manufacturing Issues

If you believe a product has a quality or manufacturing issue, please contact us with the relevant order and product details.

We may ask for information about the product, photographs, packaging details, batch information or other evidence needed to assess the concern.

Where a genuine product issue is confirmed, we will determine an appropriate remedy based on the nature of the issue, the product involved and applicable law. This may include replacement, refund or another suitable remedy.

Change-of-Mind Returns and Statutory Withdrawal Rights

For ordinary change-of-mind requests, return eligibility depends on the product, the circumstances of the order and applicable law.

Where a statutory consumer cancellation or withdrawal right applies to an online purchase, that legal right will take precedence over any more restrictive provision in this policy.

For example, certain EU and UK consumer rules provide a 14-day cancellation or withdrawal period for qualifying online purchases of goods. The period generally runs from the date the consumer receives the goods, although the precise rules and exceptions depend on the applicable law and transaction.

Where such a statutory right applies, the customer may normally cancel without giving a reason during the applicable period, subject to legally permitted exceptions. The customer may be responsible for return delivery costs where the law permits this and the required information was provided before the purchase.

Some products may be excluded from statutory withdrawal rights where applicable law provides an exception. This can include certain sealed products that are unsuitable for return for health or hygiene reasons once unsealed, products that deteriorate or expire rapidly, and certain customised or made-to-order products. Whether an exception applies depends on the product and the applicable law.

If you wish to exercise a statutory cancellation or withdrawal right, please contact us promptly with your order details. We will provide the appropriate return instructions where a return is required.

Refunds

Where a refund is approved, we will process it after the relevant cancellation, withdrawal or return has been reviewed and the conditions for a refund have been satisfied.

Where practical and where permitted by the applicable payment system, refunds will be made using the same payment method used for the original transaction unless another method is agreed or required by law.

Where a statutory consumer withdrawal right applies, applicable law may require reimbursement of the payments received, including the cost of standard delivery where required. Additional delivery charges arising from the customer's choice of a more expensive delivery option may not be refundable where the law permits this.

For returned goods, applicable law may allow a refund to be withheld until the goods are received back or the customer provides evidence that they have been sent back, depending on the circumstances.

The time required for a refunded amount to appear in the customer's account may depend on the payment provider, bank or financial institution involved.

Return and Delivery Costs

Where a return or refund is required because Pussalla Cinnamon supplied the wrong product, the product arrived damaged, or a confirmed product issue is attributable to us, we will review the applicable return or delivery costs as part of resolving the matter.

For an eligible change-of-mind or statutory withdrawal return, return delivery costs will be handled according to applicable law and the information provided to the customer before the purchase.

International orders may also involve customs, import, tax or other charges. The treatment of such charges in a cancellation, return or refund will depend on the circumstances, the applicable law and the relevant commercial or shipping arrangements.

Wholesale, Bulk and Export Orders

Wholesale, bulk and export transactions may involve different quantities, product specifications, delivery arrangements, payment terms and commercial conditions from individual website purchases.

For this reason, cancellations, returns, refunds, replacements and claims for B2B orders may be governed by the quotation, purchase order, invoice, supply agreement, sales agreement or other written commercial terms agreed between Pussalla Cinnamon and the customer.

Where separate commercial terms have been agreed, those terms will apply to the transaction. Mandatory rights that cannot legally be excluded will continue to apply where relevant.

Orders We Cannot Fulfil

If Pussalla Cinnamon is unable to fulfil an order after payment has been received, we will contact the customer regarding the available options.

Where an order is cancelled because the product cannot be supplied, an applicable refund will be processed for the amount paid for the affected order, subject to any separately agreed terms and applicable law.

How to Request a Cancellation, Return or Refund

To request a cancellation, return or refund, please contact us with:

• Your name and contact details.

• Order number.

• Product name or products concerned.

• Reason for the request, where applicable.

• Relevant photographs or supporting information, where applicable.

Our team will review the request and contact you with the next steps. Please do not send products back before receiving return instructions from Pussalla Cinnamon unless applicable law gives you a different right or procedure.

Refund Processing

Once a refund has been approved, we will initiate the refund using the applicable payment or transaction method.

We will take reasonable steps to process approved refunds promptly. However, the final time taken for funds to reach the customer may depend on the payment provider, bank or other financial institution.

Where applicable consumer law sets a specific reimbursement deadline, we will comply with that requirement.

If a refund does not appear within the processing period communicated to you, please contact us so that we can assist with checking the status.

Exceptions and Special Circumstances

Some situations may require individual assessment, particularly where an order involves customised products, private labelling, bulk quantities, international delivery or other arrangements agreed specifically with a business customer.

Any special cancellation, return or refund terms agreed in writing for such an order will apply to that transaction, subject to any mandatory rights that cannot lawfully be excluded.

Where a request falls outside the normal situations described in this policy, we may review the circumstances individually and communicate the available options.

Consumer Rights

This policy explains our normal cancellation, return and refund process. It does not replace statutory consumer rights.

Where applicable law provides a customer with rights or remedies that differ from this policy, those legal rights will continue to apply.

For example, EU consumer rules can provide qualifying consumers with a 14-day right of withdrawal for online purchases and legal remedies for goods that do not conform to the contract. UK consumer rules can also provide qualifying consumers with a 14-day cancellation period for distance sales and reimbursement requirements. Whether these rights apply depends on the transaction, the customer's status and the applicable law.

Customers should not assume that a statutory right applies solely because the website is accessible in a particular country. The applicable legal requirements depend on the circumstances of the transaction.

Relationship with Other Policies

This Refund Policy should be read together with our Terms & Conditions and Shipping Policy.

The Terms & Conditions explain the general terms governing use of the website and purchases. The Shipping Policy explains delivery arrangements, while this policy focuses on cancellations, returns and refunds.

Where a specific commercial agreement applies to a wholesale, bulk or export transaction, that agreement may contain additional provisions relating to returns, claims and refunds.

Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes to our products, services, business practices or applicable legal requirements.

The “Last Updated” date at the top of this page will indicate the most recent revision.

We encourage customers to review this policy before placing an order and whenever a cancellation, return or refund issue arises.