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Refund Policy

1. Roasted Coffee (Fresh Product)

Roasted coffee is a fresh, perishable product.
Under Dutch and EU law, the standard 14-day withdrawal right does not apply to products that spoil quickly.

Therefore:

❗ Roasted coffee cannot be returned or refunded once shipped,

except in the following cases:

  • The product arrived damaged

  • The wrong product was delivered

  • A verified freshness or quality defect exists

If this happens, please contact us within 7 days with your order number and photos.
We will review the issue and offer a replacement or refund, depending on the situation.

2. Third-Party Coffee Products (“Van de Natuur Selected Coffees”)

These products are also perishable, so the withdrawal right does not apply.

Refunds or replacements are available only for:

  • Damage during transport

  • Incorrect product delivered

  • Verified quality or safety issues

  • Labeling or compliance issues

We handle the claim on your behalf and coordinate with the original producer if needed.

3. Accessories (Non-Food Items)

Non-food items such as grinders, drippers, and brewing tools may be returned under the 14-day withdrawal right, provided that the item is:

  • Unused

  • Undamaged

  • In its original packaging

  • Returned within 14 days of delivery

❗ Return shipping costs for non-defective items are the customer’s responsibility.

After we receive the item or receive proof of return, we will issue a refund within the legally required timeframe.

4. Dropshipped Accessories

Some accessories are shipped directly from our EU suppliers.

For these products:

  • The 14-day withdrawal right applies

  • The same defect and warranty rules apply

  • Returns must be sent to the return address we provide (this may differ from our main address)

If a dropshipped item arrives damaged or defective, we will manage the process with the supplier and arrange a replacement or refund.

5. Defective, Damaged, or Incorrect Items

If any product arrives defective, damaged, or incorrect:

  1. Email van.d.natuur@gmail.com

  2. Include your order number

  3. Attach photos of the issue

  4. Describe the problem briefly

We will assess the issue and provide a repair, replacement, or refund as required under Dutch warranty law (“wettelijke garantie”).

This applies to:

  • Roasted coffee

  • Third-party coffees

  • Accessories

  • Dropshipped products

6. Refund Method

Refunds are issued using the same payment method used for the original purchase, unless the customer explicitly agrees otherwise.

Refunds are processed within the legally required period after:

  • We receive the returned item, or

  • The customer provides proof of return, or

  • A refund is approved for a defective or incorrect item

(Processing times by banks/payment providers may vary.)

7. Items Not Eligible for Refund

The following items cannot be refunded:

  • Opened, used, or unsealed accessories

  • Roasted coffee (unless defective or incorrect)

  • Third-party coffee products (unless defective or incorrect)

  • Gift cards or digital products

  • Items returned without contacting us first

8. How to Request a Refund

To request a refund, email van.d.natuur@gmail.com with:

  • Name

  • Order number

  • Product name

  • Photos (if applicable)

  • Reason for the request

We will respond within a reasonable time, as required under Dutch consumer law.

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