Returns and warranty
Returns and warranty
Wrongly ordered products, over-ordered products and products that do not meet realistic needs and/or expectations of the recipient may be returned. But … there are some restrictions and preconditions attached to the return option!
Tea, herbs, spices, fruits and candy and cane sugar products can only be returned in the original, unopened, undamaged packages. Opened and damaged packages cannot be returned under any circumstances due to the maintenance of food safety in the chain.
Tea, herbs, spices and fruits are packed to order. A restocking fee of 20% will be deducted when crediting these returned products. In fact, it is not a given that we can quickly sell the returned packaging units to another customer. Many times we will open the packages and add the contents to the general stock, so it can be sold again quickly in another packaging unit. In the process, we lose the packaging material and the packaging work done.
Private label products and special orders can never be returned.
If you wish to return something, always contact us first, using the service form below, before taking any further action. The first contact should always take place within 7 days of receiving the products. Subsequent reports run the risk of not being considered.
The cost and risk of returning is at your own expense. Upon proper receipt of the returned item, we will issue a credit invoice and refund all or part of any prepaid amount.
Oops … complaint!
Something can unexpectedly go wrong while processing an order. Despite our extensive pre-shipment inspection, a quality issue may have been overlooked, or something may have occurred during shipping, resulting in damaged packaging or products. We may also have delivered wrong and/or too few products. Or have switched two packages in shipment. Or a product turns out to differ significantly from our presentation in the online store.
Of course, we will always generously seek an appropriate solution. This can range from crediting all or part of the invoice to resending products. We would like to receive your complaint using the service form below. The first contact should always take place within 7 days of receiving the products. So it is important to check deliveries for discrepancies in a timely manner! Subsequent reports run the risk of not being considered.
