RETURN POLICY

RETURNS POLICY
Online Fish and Seafood Store Belokamenka

GENERAL PROVISIONS. IMPORTANT INFORMATION

1.1. These Return Terms (hereinafter referred to as the "Terms") define the procedure for actions when the Buyer discovers defects in Goods purchased in the Belokamenka online store (hereinafter referred to as the "Store").
1.2. The Terms are developed in accordance with:

• The Law of the Russian Federation No. 2300-1 of February 7, 1992 "On Protection of Consumer Rights";
  
• The Decree of the Government of the Russian Federation No. 55 of January 19, 1998 "On Approval of the Rules for the Sale of Certain Types of Goods...";
  
• The Store's Public Offer Agreement and the User Agreement.
  
1.3. ATTENTION! SPECIAL CONDITIONS FOR PERISHABLE GOODS:
In accordance with clause 1, Article 25 of the Law "On Protection of Consumer Rights" and the List of Non-Food Goods of Proper Quality Not Subject to Return or Exchange (approved by Decree No. 55), food products of proper quality (which include fish and seafood) cannot be returned or exchanged.
Return or exchange is possible only in case defects (improper quality) are discovered.



RETURN OF GOODS OF PROPER QUALITY


2.1. Fish, seafood, semi-finished products, and other food products that correspond to the declared characteristics, have a valid shelf life, undamaged packaging, and show no signs of spoilage CANNOT BE RETURNED OR EXCHANGED.
2.2. This rule applies to both individuals and legal entities.



GROUNDS FOR RETURN OF GOODS OF IMPROPER QUALITY AND REFUND


3.1. The Buyer has the right to request a refund of the amount paid upon discovery of the following defects in the Goods that arose before its transfer:
3.1.1. Expired shelf life at the time of transfer of the Goods.
3.1.2. Non-conformity of the Goods to the description on the Website by type, variety, weight (provided that this is not an acceptable norm of natural deviation).
3.1.3. Violation of the integrity of the vacuum or other factory packaging, leading to spoilage of the product.
3.1.4. Obvious signs of poor quality: stale (rotten) odor, significant change in natural color, presence of mucus, improper consistency.
3.1.5. Delivered Goods do not match the Order (assortment error).
3.2. The request for a refund is subject to satisfaction only after confirmation by the Seller (its authorized representative) of the fact of the specified defects.



PROCEDURE FOR ACTION UPON DISCOVERY OF A DEFECT


4.1. STEP 1: IMMEDIATE NOTIFICATION (at the moment of receipt).

• Upon receiving the Goods from the courier or at the pick-up point, it is necessary to check it immediately.
  
• If defects are discovered, do not sign the delivery documents without making notes. Inform the courier/staff of the pick-up point about the problem and demand the drafting of an act on the identified discrepancies. This is the fastest and most effective way to resolve the issue.
  
4.2. STEP 2: CONTACTING SUPPORT (if the defect is discovered after acceptance).

• Contact the Store within 24 hours of receiving the Goods by one of the following methods:
  
* Phone: [Main contact phone number from the website]
* Email: admin@belokamenka.com or returns@belokamenka.com

• Provide the order number and describe the problem.
  
4.3. STEP 3: PROVIDING EVIDENCE.

• At the manager's request, provide high-quality photographs of the Goods and packaging, clearly showing the defects (expiry date, damage, signs of spoilage).
  
• Keep the Goods in the condition in which the defect was discovered (if possible).
  
4.4. STEP 4: ORGANIZING THE RETURN.

• After confirming the defect, the manager will agree with the Buyer on a convenient method for returning the Goods. The Store organizes and pays for the reverse transportation of the Goods subject to return.
  



REFUND


5.1. The refund is made using the same method used for payment:

• Cash payment: refund in cash upon collection of the defective Goods from the Buyer.
  
• Payment by bank card (via terminal or online): refund to the same card. The crediting time depends on the card-issuing bank and takes up to 10 business days from the moment the refund is processed in the Store's system.
  
• Non-cash payment for legal entities: refund to the Buyer's bank account within up to 15 business days from the receipt of a correctly executed package of documents.
  

5.2. For a refund to a card or bank account, the Buyer (or their representative) will need to fill out a corresponding application in the Seller's form.

FEATURES OF RETURN FOR LEGAL ENTITIES AND INDIVIDUAL ENTREPRENEURS

6.1. For organizational consumers (legal entities and individual entrepreneurs) purchasing Goods for business activities, the relationship is regulated by the supply agreement and the general norms of the Civil Code of the Russian Federation.
6.2. Return of Goods of improper quality is made based on a written, reasoned claim sent to the Seller's legal address, with evidence of defects attached. The procedure and terms are regulated by the concluded agreement.

TERMS FOR CONSIDERATION OF APPEALS

7.1. The Store makes every effort to promptly consider appeals regarding returns.
7.2. The term for considering a received appeal and confirming/rejecting the return is up to 2 (two) business days from the moment the Buyer provides all necessary information and evidence.
7.3. The general term for refund is specified in clause 5.1 of these Terms.

FINAL PROVISIONS

8.1. These Terms are an integral part of the User Agreement, located at: https://belokamenka.com/ru/user-agreement.
8.2. More general provisions regarding the conclusion and execution of the sales contract, including aspects of Goods acceptance, are set out in the Public Offer Agreement: https://belokamenka.com/ru/public-offer.
8.3. The Seller reserves the right to make changes to these Terms. The current version is always available on this page at: https://belokamenka.com/ru/return-policy.
8.4. All disputes arising from the application of these Terms shall be resolved by the parties through negotiations. If an agreement is not reached, the dispute shall be referred to the court at the Seller's location (Murmansk).

CONTACTS

For all questions related to the return of Goods, as well as other questions, the Buyer may contact the Seller using the contacts specified on the Website in the "Contacts" section.

The address for self-pickup of goods (pick-up point) is not the address for filing claims and returns. The return of defective Goods is organized by the Store individually.

Last Updated: February 1, 2026