Returns and product issues
Updated 14 October 2026.
Contact us
Kalaja Trading shpk / Tobacco Kalaja, Bulevardi Epidamn, Durrës, Albania. Contact info@shopkalaja.com or WhatsApp +355 68 402 7777 with your order or invoice reference, model and request. Photographs can help us assess damage.
Consumer distance purchases
Where the statutory withdrawal right applies, consumers may notify withdrawal within 14 days of receiving goods and return them within 14 days of notification. Statutory exceptions apply, including personalised goods.
Refunds follow the law within 14 days of notification; they may await receipt of the goods or evidence of return. Return costs follow the information provided before purchase and applicable law.
Damaged or incorrect products
Contact us to resolve the issue and retain the product and packaging for assessment. This page does not limit statutory rights for faulty goods or goods that do not match the order.
In-store and B2B purchases
For in-store purchases and business transactions, discuss the relevant conditions with the store and refer to the quotation. Consumer withdrawal rules are not presented as automatic B2B terms.