Last updated: 30.07.2026

This Return & Refund Policy applies to purchases made from YES Gastro, operated by YES International Kft.

Different rules apply depending on whether the customer is a consumer or a business customer.

For the purposes of this policy:

• Consumer means a natural person purchasing for purposes outside their trade, business, craft or profession.
• Business customer means a company, sole trader, institution, restaurant, café, hotel, catering business or any other customer purchasing for business, professional or commercial purposes.

This policy does not limit any mandatory rights that apply under law.

 

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A) Consumers

This section applies only to consumer customers.

1. Right Of Withdrawal

If you are a consumer and you purchased a product online, you have the right to withdraw from the purchase within 14 days without giving a reason.

For products, the 14-day withdrawal period starts on the day you, or a person designated by you, receive the product.

If the order is delivered in several packages, the 14-day period starts on the day you receive the last package.

2. How To Exercise Your Right Of Withdrawal

To exercise your right of withdrawal, you must contact us within the 14-day period and clearly state that you want to withdraw from the purchase.

You can contact us at:

Email: info@yesgastro.eu

Please include:

• Order number
• Your name
• Contact details
• Product name or SKU
• Quantity
• Date of delivery
• Clear statement that you wish to withdraw from the purchase

You may use the following sample statement:

Sample Withdrawal Statement

I hereby withdraw from my purchase of the following product(s):

Order number:
Product name / SKU:
Quantity:
Date of delivery:
Customer name:
Customer address:
Email address:
Date:

3. Returning The Product After Withdrawal

After submitting your withdrawal statement, you must return the product without undue delay and no later than 14 days from the day you informed us about the withdrawal.

Please do not send the product back before contacting us. After receiving your withdrawal request, we will provide the return address and return instructions.

The product should be packed safely to prevent damage during return transport.

4. Condition Of Returned Products

You may inspect the product only as much as necessary to establish its nature, characteristics and functioning, similar to how you would inspect it in a physical store.

If the product is used more than necessary, damaged, incomplete, contaminated, or returned in a condition that reduces its value, we may deduct the loss of value from the refund, where permitted by law.

Please return the product complete, clean and safely packed.

Original packaging should be returned whenever possible, but the absence of original packaging alone does not automatically remove your statutory withdrawal right.

5. Products That Cannot Be Returned Under The 14-Day Withdrawal Right

The 14-day withdrawal right does not apply in certain cases defined by law.

This may include, for example:

• Products made to the customer’s individual request or clearly personalised
• Perishable goods or goods with a short shelf life
• Sealed goods that are not suitable for return for health protection or hygiene reasons, if they have been opened after delivery
• Other products excluded from withdrawal by mandatory law

If an exception applies to a product, we will review the case according to the applicable legal rules.

6. Return Shipping Costs For Consumer Withdrawal

If you withdraw from the purchase without giving a reason, the cost of returning the product is your responsibility, unless we agree otherwise or unless mandatory law requires otherwise.

If the product is defective, incorrect, damaged during delivery, or the return is caused by our mistake, different rules may apply. In such cases, please contact us before sending the product back.

7. Refunds After Consumer Withdrawal

If you validly withdraw from the purchase, we will refund the amount paid for the returned product and the standard delivery cost paid for the order.

If you chose a delivery method more expensive than the standard delivery method offered by us, we are not required to refund the additional cost of the more expensive delivery method.

Refunds will be made without undue delay and no later than 14 days after we are informed of your withdrawal.

We may withhold the refund until we receive the returned product or until you provide proof that you have sent it back, whichever happens first.

Refunds will normally be made using the same payment method used for the original purchase, unless another method is agreed and does not cause additional cost to you.

8. Damaged, Incorrect Or Incomplete Consumer Orders

Please check your order after delivery.

If your order arrives damaged, incomplete or incorrect, contact us as soon as possible at:

Email: info@yesgastro.eu

Please include:

• Order number
• Product name or SKU
• Quantity affected
• Short description of the issue
• Photos of the product
• Photos of the outer packaging
• Photos of the shipping label
• Courier documentation, if available

If there is visible transport damage, please report it to the courier at the time of delivery whenever possible.

This helps us review the case faster, but it does not remove your mandatory consumer rights.

9. Defective Products And Consumer Legal Guarantee

If a product is defective, does not match the description, or does not function as it should, consumer legal guarantee rights may apply.

Depending on the situation and applicable law, you may be entitled to repair, replacement, price reduction, refund, or another legal remedy.

Normal wear and tear, misuse, improper cleaning, improper storage, incorrect installation, unauthorised modification, or damage caused after delivery are not considered product defects.

 

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B) Business Customers

This section applies to business customers.

YES Gastro serves professional kitchens, HoReCa businesses, institutions and commercial customers. Business returns are handled according to B2B purchasing conditions and the nature of the ordered products.

Business customers are not entitled to the 14-day consumer withdrawal right.

1. Business Returns

Business return requests are reviewed individually.

A product may only be returned with our prior written approval.

Please do not send any product back without written confirmation from us.

Unapproved returns may be refused or may cause delays in processing the case.

2. How To Request A Business Return Or Claim

To submit a return or claim request, contact us at:

Email: info@yesgastro.eu

Please include:

• Order number
• Company name
• Contact person
• Product name or SKU
• Quantity affected
• Reason for the return or claim
• Clear photos, if the issue is visible
• Delivery or courier documentation, if available

Complete information helps us review the case faster and more accurately.

3. Conditions For Business Returns

To be considered for return, products must be:

• Unused
• Clean
• Complete
• Undamaged
• In resalable condition
• In original packaging, whenever possible
• Packed safely for return transport

Products that have been used, washed, installed, assembled, damaged, contaminated, modified, or returned incomplete may be refused.

Products made to order, special-order products, custom products, hygiene-sensitive products, and products not suitable for resale may not be accepted for return unless the return is caused by our mistake or a confirmed product issue.

4. Before Sending A Product Back

Do not send any product back before receiving written return instructions from us.

After reviewing your request, we will confirm whether the product can be returned and provide the necessary return instructions.

The customer is responsible for safe return packaging.

If a product arrives back damaged because of insufficient return packaging, the return may be refused or additional costs may apply.

5. Damaged Business Deliveries

Please check the delivery immediately upon receipt, especially for larger shipments, pallet deliveries and multi-box orders.

If your order arrives visibly damaged, document the issue immediately.

Please take clear photos of:

• Outer packaging
• Shipping label
• Damaged product
• Internal packaging
• Pallet condition, if applicable

If possible, report visible damage to the courier at the time of delivery and ask for the damage to be recorded.

Contact us as soon as possible with your order number, photos and a short description of the issue.

Late reporting may make transport claims harder to process.

6. Incorrect Or Incomplete Business Orders

If you receive the wrong product or something is missing from your order, contact us as soon as possible.

Please include:

• Order number
• Product name or SKU
• Quantity ordered
• Quantity received
• Photos, if they help identify the issue

We will check the order details and arrange the appropriate correction where the issue is confirmed.

7. Return Shipping Costs For Business Customers

Return shipping costs depend on the reason for the return and the approved return conditions.

If the return is caused by an error on our side or a confirmed product issue, we will review the case and inform you about the next step.

If the return is requested for another reason, return shipping is normally the customer’s responsibility.

Shipping costs, pallet transport costs, storage costs, failed delivery costs and other related costs may be deducted from the refund or charged to the customer where applicable.

8. Business Refunds

If a business return is approved and the returned product is received in acceptable condition, we may issue a refund, partial refund, credit note, replacement, or another agreed solution.

Refunds are normally processed after the returned product has been received and inspected.

Original shipping costs are not refunded unless the return is caused by our mistake or a confirmed product issue.

9. Defective Products For Business Customers

If a business customer reports a defective product, we will review the case based on the product, the defect, the date of delivery, the circumstances of use and the available documentation.

Depending on the situation, we may offer repair, replacement, refund, credit note, spare part supply, or another appropriate solution.

We are not responsible for defects or damage caused by:

• Incorrect use
• Misuse
• Improper cleaning
• Improper storage
• Incorrect installation
• Unauthorised modification
• Normal wear and tear
• Damage caused after delivery
• Use contrary to product instructions

10. Important Notice For Business Customers

Please contact us before returning any product.

Clear communication helps avoid unnecessary shipping costs, refused returns and delays in processing your case.

 

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Contact

YES International Kft.
Address: 1054 Budapest, Honvéd utca 8. I. emelet 2. ajtó
HU VAT number: 33063779-2-41
EU VAT number: HU33063779
Company registration number: 01 09 457175
Email: info@yesgastro.eu
Phone: +36 70 719 5566