Effective Date: 14/04/2025

This Returns & Refunds Policy is issued by 5H On Time Distribution Ltd (“5H”, “we”, “us”, or “our”) and is to be read in conjunction with our Terms and Conditions of Use. It governs the conditions under which a return or refund may be requested and processed through our eShop. This policy is in accordance with applicable laws and regulations of the Republic of Cyprus and the European Union, including Directive 2011/83/EU on consumer rights.

  1. CURRENT RETURNS POLICY At this time, 5H On Time Distribution Ltd does not offer returns or refunds for products purchased through its online store. All sales are considered final once confirmed and paid in full via our payment partner, JCC Payment Systems Ltd.

Customers are advised to review their order carefully before completing checkout, including product descriptions, quantities, and delivery details.

  1. LEGAL NOTICE ON CONSUMER RIGHTS Pursuant to Directive 2011/83/EU on consumer rights and applicable local transposing legislation, consumers may be entitled to a right of withdrawal (cancellation) within 14 calendar days of receiving goods, subject to certain exceptions.

As a food and beverage distributor, many of our products may fall under categories exempt from the right of withdrawal due to:

  • Perishability
  • Health and hygiene concerns
  • Customised or made-to-order items

Accordingly, we advise customers that the right of withdrawal may not apply to some or all products sold through the Platform. We encourage customers to contact us prior to placing an order if they have any doubts about eligibility for cancellation under the law.

  1. DEFECTIVE OR DAMAGED PRODUCTS If a customer receives a product that is defective, expired, or damaged upon delivery, they must notify us within 24 hours of receipt by emailing us at info@5hontime.com.cy and providing:
  • Order reference number
  • Description of the issue
  • Photographic evidence of the product and packaging condition

Each report will be reviewed on a case-by-case basis. If a claim is accepted, we may, at our discretion, offer:

  • A replacement of the product,
  • A credit to be used on a future order, or
  • A refund processed through the original method of payment

No resolution will be offered for reports submitted outside the 24-hour notification window.

  1. NON-RETURNABLE ITEMS Due to hygiene, food safety, and compliance reasons, the following items are strictly non-returnable:
  • Opened or partially consumed food or beverage products
  • Products not stored according to label instructions
  • Items that have been tampered with or used after delivery
  1. CONTACT INFORMATION For all inquiries related to this policy, or to report a product issue, customers may contact us at:

5H On Time Distribution Ltd
Mias Milias 4, Nisou Industrial Estate, Nicosia, 2571, Cyprus
Email: info@5hontime.com.cy
Phone: +357 22610036

5H reserves the right to amend this Returns & Refunds Policy at any time, in compliance with applicable legislation. Any updates will be published on our website and shall take immediate effect upon posting.

This policy shall be governed by and construed in accordance with the laws of the Republic of Cyprus.