Refund policy

Refund & Cancellation Policy

(in accordance with Clause 12 of our Terms & Conditions, Greek Law 2251/1994, and applicable EU legislation)

1. Order Changes & Cancellations

Order changes or cancellations can only be accepted before the order has been dispatched from our premises in Vari, Athens, Greece.

Once an order has been confirmed and dispatched, it is considered finalized and cannot be cancelled, modified, or returned.
Delivery addresses cannot be changed after order confirmation, for security and anti-fraud reasons.

If a cancellation is accepted prior to dispatch, any amount paid will be refunded using the original payment method.

Please note:

Refunds processed via third-party payment providers (such as credit card issuers, Stripe, PayPal, etc.) may be subject to transaction or processing fees imposed by those providers.
THE CAVIAR HOUSE bears no responsibility for any such third-party charges.

2. No Right of Withdrawal for Perishable Products

Due to the highly perishable and sensitive nature of our products, and in order to ensure food safety and fairness to all customers:

We do not accept returns, exchanges, or refunds once an order has been dispatched from our premises.

Returned products cannot be resold or redistributed and therefore cannot be accepted under any circumstances once they have left our control.

Legal basis:
Under Greek consumer protection law (Law 2251/1994), which implements the EU Consumer Rights Directive (2011/83/EU), the standard 14-day right of withdrawal does not apply to:

Goods that are liable to deteriorate or expire rapidly, and
Sealed goods which are not suitable for return for health or hygiene reasons once delivered.

Our products fall within these legally recognised exceptions.

3. Defective Products or Lack of Agreed Quality

Notwithstanding the above, THE CAVIAR HOUSE fully complies with Greek law regarding defective or non-conforming products (Law 2251/1994 and Article 534 of the Greek Civil Code).

If you believe you have received a product that presents:

an actual defect, or
a lack of the agreed quality or characteristics,

you must contact our Customer Service Department immediately upon receipt and provide all requested information (including photos, FreshTag temperature indicator status where applicable, and order details).

Each case is examined individually. Where responsibility lies with THE CAVIAR HOUSE, appropriate corrective action will be taken in accordance with the law and our quality standards.

4. Temperature Monitoring & Delivery Responsibility

For shipments outside Athens (Attica), a FreshTag temperature monitor is included to verify that the product remained within the appropriate temperature range during transit.

Customers must check the FreshTag immediately upon delivery.
If the FreshTag is red at the time of receipt, customers must contact us immediately, providing a photo of the indicator.

The FreshTag is intended solely for transit monitoring and will turn red soon after delivery. Failure to report issues at the time of receipt may prevent us from taking corrective action.

Please note that issues resulting from:

customer unavailability,
missed delivery attempts,
refusal of delivery, or
lack of coordination with the courier,

do not constitute grounds for a refund or replacement.

5. Product Unavailability

If an ordered product becomes unavailable due to force majeure or unforeseeable circumstances (including production shortages) for more than 30 days after order confirmation, our Customer Service Department will contact the customer.

In such cases, we may offer:

the same product at a later date,
a similar or substitute product, or
a product from a different category.

If no alternative is accepted, a full refund will be issued within 30 days to the original payment method used at checkout.

Last modified: 20 January 2026