Consumer and complaints information

How to complain

• In person in the shop: 6720 Szeged, Kígyó utca 1.
• By phone: +36 20 954 0304.
• By e-mail: norakovacs196@gmail.com.
• By post: 6720 Szeged, Kígyó utca 1.

How we handle it

• Oral complaint (in person or by phone): we look into it at once and remedy it where possible. If you disagree with how it is handled, or it cannot be investigated at once, we take minutes and give or send you a copy.
• Written complaint (e‑mail, letter, or an oral complaint recorded in minutes): we reply in writing, with reasons, within 30 days.
• We keep the minutes and a copy of our reply for 3 years.
• If we reject your complaint, we tell you in writing which authority or conciliation board you can turn to, with the board’s seat, phone number, website and postal address.

Conciliation board

• The board for our shop: Csongrád‑Csanád Vármegyei Békéltető Testület, 6721 Szeged, Párizsi körút 8–⁠12.; phone: +36 62 549 392 (Tuesdays and Thursdays, 9:00–⁠12:00); e‑mail: bekelteto.testulet@cskik.hu; www.bekeltetes‑csongrad.hu (opens in a new tab); postal address: 6721 Szeged, Párizsi körút 8–⁠12.
• Usually the board of your place of residence or stay acts, but you may name another board in your request.
• Contacts of every conciliation board: bekeltetes.hu (opens in a new tab).
• The procedure is free for consumers and can settle a dispute quickly, out of court. Micro, small and medium-sized enterprises may also go to a conciliation board if they bought the product for their own end use.

Consumer authority, data protection, courts

• Consumer protection authority: Csongrád‑Csanád Vármegyei Kormányhivatal Műszaki Hatósági Főosztály Fogyasztóvédelmi Osztály, 6722 Szeged, Rákóczi tér 1.; phone: +36 62 680 530; e‑mail: fogyasztovedelem@csongrad.gov.hu.
• Complaints about personal data: Nemzeti Adatvédelmi és Információszabadság Hatóság (NAIH) – see the Privacy notice.
• You may also go to court in a dispute.

Cake orders

• Order a cake by phone or in person, at least 3 days before the date you need it.
• If you cannot collect it after all, please tell us at least 24 hours before.
• You pay for the cake in the shop, at pickup.
• A cake order placed by phone or in person is a reservation: we make the cake for the time you ask for and set it aside for you. We take no deposit. The purchase is made in the shop, at pickup, when you pay for the cake.
• Because the purchase is made in the shop, the 14‑day right of withdrawal for distance contracts does not apply to it; nor does it apply in any case to perishable cakes made to order (Government Decree 45/2014 (II. 26.), section 29(1)(c)–(d)).

If a product is faulty (warranty)

• Seller’s warranty (kellékszavatosság): for defective performance you may ask us for repair or replacement, or if that is not possible a price reduction, and as a last resort withdraw from the contract. Report the defect without delay, at the latest within two months of discovering it; claims cannot be made more than two years after performance. In the first year no further condition applies beyond reporting the defect.
• Product warranty (termékszavatosság): you may ask the manufacturer or distributor to repair or replace a defective product within two years of it being placed on the market.
• Please report a problem with a perishable food as soon as possible, ideally with the product, so that we can check it quickly.

Allergens and ingredients

We give allergen information by phone too, and a printed allergen list is available in the shop (Regulation (EU) 1169/2011; Hungarian Decree 36/2014 FM). If you have a food allergy or intolerance, always ask before ordering.