Refund policy
Returns within 30 days
You can return products within 30 days of delivery if they are unused and in their unopened original packaging. This applies to consumers and business customers.
- Return whole packs only. We can't take back loose items from an opened pack.
- Contact us before you send anything. We don't accept parcels sent without a return request.
Consumers: your right to cancel
As a consumer you also have the legal right to cancel your order within 14 days of receiving it, without giving a reason. The 30-day period above gives you more time; it never replaces this right. How it works is set out in section 9 of our Terms of service, which includes a model cancellation form.
If you cancel within 14 days, we also refund the standard delivery cost you paid.
How to return
- Email info@dutchbiopack.nl with your order number and the products and quantities you want to return.
- We reply within one business day with the return address and instructions.
- Send the parcel within 14 days of your return request. Pack it well; products damaged on the way back can't be refunded in full.
Return costs. You pay the cost of sending products back. We recommend a tracked service so you have proof of sending.
What can't be returned
- Sealed packs of food-contact products (plates, bowls, cups, cutlery and straws) that you opened after delivery, because they can't be returned for reasons of hygiene.
- Products made or printed to your specification, such as products with your logo.
- Free samples.
Damaged, wrong or missing items
Check your order when it arrives. If something is damaged, wrong or missing, email info@dutchbiopack.nl with your order number and photos.
- Business customers: report it within 2 business days of delivery.
- Consumers: report it as soon as you can. You keep your legal rights if a product doesn't match your order.
We replace the products or refund them, and we pay any return shipping in these cases.
Refunds
- We refund within 14 days of receiving your cancellation or return request. We may wait until we have the products back or you show us proof that you sent them.
- We refund to the payment method you used. If you paid by bank transfer on invoice, we send a credit note and transfer the amount to your account.
- We may deduct an amount if products come back used or damaged by handling beyond what is needed to inspect them.
Your bank or card provider may take a few extra days to show the refund.
Exchanges
To swap a product for another size or material, return it as above and place a new order for the product you want.
Contact
DutchBioPack (Goyal's Group), Mercuriusplein 1, 2132 HA Hoofddorp, Netherlands
info@dutchbiopack.nl · +31 6 85254324 · Monday to Friday 08:00–18:00