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Refund rules

RETURN AND REFUND POLICY

1. Scope of This Policy

This Return and Refund Policy applies to consumers within the European Union who purchase products through the Services operated by Ezüsthajó Kft.

This Policy does not limit any mandatory consumer rights granted under applicable Hungarian or European Union law.

2. Statutory Right of Withdrawal (EU Consumers)

If you are a consumer within the meaning of applicable law, you have the right to withdraw from the purchase contract within fourteen (14) days without giving any reason.

The withdrawal period expires fourteen (14) days after:

  • the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the goods; or

  • in the case of multiple goods ordered in one order and delivered separately, the day on which you acquire physical possession of the last item.

To exercise your right of withdrawal, you must inform us of your decision by means of a clear and unequivocal statement (for example, by email or post).

Contact Details:

Ezüsthajó Kft.
Email: info@convoy.eu

You may use the model withdrawal form provided below, but it is not mandatory.

3. Effects of Withdrawal

If you withdraw from the contract:

  • We will reimburse all payments received from you, including the costs of standard delivery (excluding additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us).

  • Reimbursement will be made without undue delay and no later than fourteen (14) days from the day we are informed of your decision to withdraw.

  • We may withhold reimbursement until we have received the returned goods or you have supplied evidence of having sent back the goods, whichever occurs first.

  • Reimbursement will be made using the same means of payment as used for the initial transaction, unless expressly agreed otherwise.

  • You will not incur any fees as a result of the reimbursement.

4. Return of Goods

You must return the goods without undue delay and no later than fourteen (14) days from the date on which you communicate your withdrawal.

You will bear the direct cost of returning the goods.

Returned goods must be sent to:

Ezüsthajó Kft.
Warehouse / Returns Department
1239 Budapest, Ócsai út 1–3
Hungary

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

We recommend contacting us before returning goods in order to ensure smooth processing of your return. However, prior approval is not required to exercise your statutory right of withdrawal.

5. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

  • goods made to the consumer’s specifications or clearly personalized;

  • sealed goods which are not suitable for return due to health protection or hygiene reasons once unsealed;

  • other cases expressly excluded by applicable law.

6. Defective or Non-Conforming Goods (Legal Conformity)

This section applies independently of the right of withdrawal.

If you are a consumer, products supplied by us must conform to the contract in accordance with Directive (EU) 2019/771 and applicable national legislation.

We are liable for any lack of conformity that exists at the time of delivery and becomes apparent within two (2) years from delivery.

If a product is defective or does not conform to the contract, you are entitled to:

  • have the goods brought into conformity by repair or replacement, free of charge; or

  • where repair or replacement is impossible, disproportionate, or unsuccessful, to request an appropriate price reduction or termination of the contract (refund), in accordance with applicable law.

Any lack of conformity that becomes apparent within two (2) years from delivery shall be presumed to have existed at the time of delivery, unless we prove otherwise or unless such presumption is incompatible with the nature of the goods or the defect.

Nothing in this Policy limits your statutory rights under applicable consumer protection laws.

7. Model Withdrawal Form (Optional)

(Complete and return this form only if you wish to withdraw from the contract.)

To:
Ezüsthajó Kft.
Email: info@convoy.eu

I hereby give notice that I withdraw from my contract of sale of the following goods:

Order number:
Ordered on / received on:
Name of consumer:
Address of consumer:
Signature (only if notified on paper):
Date:

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