If something is wrong with your order or a product, get in touch. We will reply promptly.
At a glance
- Order and delivery matters (damaged parcel, missing or wrong product): esklep@magdaplantbased.com.
- Product quality (taste, smell, texture, packaging): product@magdaplantbased.com.
- Do not send products back unless we ask you to.
- Chilled food cannot be returned without a reason. You can always file a complaint about a faulty product.
How to file a complaint
E-mail esklep@magdaplantbased.com or, for product quality issues, product@magdaplantbased.com. You can also use the contact form (choose “Customer Service”) or write to: MAGDA PLANT-BASED sp. z o.o., ul. Zakopiańska 35A, 34-424 Szaflary, Poland.
Please include:
- your order number,
- the product name,
- the batch number and the “use by” date from the packaging,
- a description of the problem,
- what you would like: a replacement or a refund.
Attach photos of the product, label, packaging or parcel. They help us handle your complaint quickly, but they are not required for us to accept it.
What to do with a faulty product
Do not send the product back. It is chilled food and could spoil in transit. Take photos of the product, especially of the label with the batch number and “use by” date, and keep the product in the fridge until your complaint has been handled. If we need the product for inspection, we will tell you how to secure it and send it back. We will cover the cost of returning it.
How we handle complaints
We will reply within 14 days of receiving your complaint. If your complaint is justified, we will replace the product or refund you, in line with your choice and the law. Refunds are made using the same payment method you used, unless we agree otherwise. Full rules are set out in § 11 of the Terms and Conditions.
Damaged or undelivered parcel
What to do with a damaged parcel and what happens if your parcel does not arrive is explained on the Delivery page.
Why we do not accept returns without a reason
All our products are chilled foods. They require an unbroken cold chain and storage at +1°C to +8°C, and they spoil quickly outside the fridge. For such products, the right to withdraw from a distance contract does not apply (Article 38(1)(4) of the Polish Consumer Rights Act). We also cannot take back products that have left our warehouse, because we cannot be sure how they were stored.
This does not affect your right to complain about a product that is faulty, damaged or not as ordered.
Made a mistake in your order? Until the parcel has been dispatched, you can cancel your order. Contact Customer Service without delay: call +48 18 275 47 69 (business days, 8:00–16:00 CET) or write to us via the contact form. If you have already paid, we will refund you using the same payment method within 7 days.
Business purchases (B2B account)
We accept reports through the same channels and reply within 14 days. Transport damage is handled individually: we either send the goods again or issue a corrective invoice and refund part of the payment. The rules are set out in § 12 of the Terms and Conditions.
If you disagree with our decision
You can get free help from your municipal or district consumer ombudsman, a consumer organisation or the regional Trade Inspection inspector (Inspekcja Handlowa). See § 16 of the Terms and Conditions.
Contact
esklep@magdaplantbased.com · product@magdaplantbased.com · +48 18 275 47 69 (business days, 8:00–16:00 CET)