Terms of service
Last updated: 26 October 2026
1. Who we are
DutchBioPack is a trade name of Goyal's Group.
- Address: Mercuriusplein 1, 2132 HA Hoofddorp, Netherlands
- Chamber of Commerce (KvK): 95234322
- VAT number: NL867052053B01
- Email: info@dutchbiopack.nl
- Phone and WhatsApp: +31 6 85254324
We reply within one business day, Monday to Friday 08:00–18:00.
2. When these terms apply
These terms apply to every offer we make and every order placed through dutchbiopack.nl, by email or by phone. You accept them when you place an order. We don't accept a business customer's own purchasing terms unless we agree to them in writing.
Our Shipping policy, Refund policy and Privacy policy form part of these terms.
These terms are available in English and Dutch. If the two differ, the Dutch version applies.
3. Business customers and consumers
We sell to businesses and to consumers.
- A business customer buys in the course of a trade, business or profession, such as a restaurant, caterer, event organiser or retailer.
- A consumer is a private person buying for personal use.
Some rules below apply only to one group, and the section says so. Nothing in these terms takes away rights that consumer law gives you.
4. Products and product information
Each product page states the material, size or capacity, and pack size. That description is what you are buying. Photos show the product as accurately as we can, but natural materials such as palm leaf vary in colour, grain and shape from piece to piece.
If you are a business customer, check that a product suits your use, for example the temperature, fat content or moisture of the food you serve, before you order in volume. You can request free samples (section 12) and food-contact declarations for our products.
5. Prices and minimum order
- Prices on the website are in euros and exclude VAT. Checkout shows the VAT and the total including VAT before you pay.
- Shipping costs are in our Shipping policy and are shown at checkout.
- The minimum order is €50 in product value, excluding VAT and shipping.
- Business customers in another EU country with a valid VAT number can be invoiced with VAT reverse charged. Give us your VAT number before you order.
- If a price or product detail on the website is clearly wrong, for example a price that is obviously too low, we don't have to supply at that price. We will tell you and you can cancel the order free of charge.
6. Ordering and the contract
- You place an order through the checkout, or accept a written quote from us.
- The contract is made when we send you the order confirmation email.
- We may refuse or cancel an order if we have good reason, for example when a product is out of stock, the delivery address is outside our delivery area, or a payment fails. If you have already paid, we refund you in full.
Bulk, custom and printed orders are made on the basis of a written quote. A quote is valid for 14 days unless it states otherwise.
7. Payment
- You pay at checkout with one of the payment methods shown there.
- Business customers we have approved for payment on invoice pay within 14 days of the invoice date, by bank transfer quoting the invoice number.
- We send the VAT invoice by email.
Late payment, business customers. From the due date you owe the statutory commercial interest (art. 6:119a Dutch Civil Code) and the extrajudicial collection costs set by Dutch law.
Late payment, consumers. We first send you a reminder giving you 14 days to pay. If you still don't pay, we may charge the statutory interest and the collection costs Dutch law allows.
8. Delivery
- We deliver to the Netherlands, Belgium, Germany, France and Luxembourg.
- Orders placed before 14:00 on a business day ship the same day when all items are in stock.
- Delivery times in our Shipping policy are estimates. For a business customer, a late delivery doesn't give a right to compensation or to cancel, unless we agreed a fixed date in writing.
- For consumers, we deliver within 30 days of the order confirmation at the latest. If we can't, you may cancel the order and we refund you within 14 days.
- The risk of loss or damage passes to you when the order is delivered to you.
- Make sure the delivery address is correct. If a parcel comes back because the address was wrong or incomplete, we may charge the cost of sending it again.
9. Right of withdrawal (consumers only)
As a consumer you may cancel your order within 14 days without giving a reason. The period starts on the day you receive the order, or the last part of it.
How to cancel. Email info@dutchbiopack.nl with your order number, or use the model form at the end of these terms. Send the products back within 14 days after you tell us.
Condition of returned products. Handle the products only as much as you need to judge them, as you would in a shop. If you handle them more than that and their value goes down, we may deduct the loss in value from the refund.
Costs. You pay the direct cost of sending the products back.
Refund. We refund the amount you paid, including the standard delivery cost, within 14 days of receiving your cancellation. We refund you using the payment method you used. We may wait to refund until we have the products back or you show us proof that you sent them.
Exceptions. The right of withdrawal doesn't apply to:
- 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.
Our Refund policy may give you more time or more options than this section. It never gives you less.
Business customers have no statutory right of withdrawal. Returns from business customers follow our Refund policy.
10. Complaints and statutory warranty
Check your order when it arrives.
- Business customers: report visible damage, missing items or wrong items within 2 business days of delivery, with your order number and photos. Report hidden defects within 14 days of finding them. If a complaint is valid, we choose whether to replace the products, credit them or refund them.
- Consumers: tell us as soon as you can after you discover a problem. A report within two months of discovering it is always on time. You keep your statutory rights if a product doesn't match the agreement.
Email complaints to info@dutchbiopack.nl. We reply within one business day and aim to resolve the complaint within 14 days.
A complaint doesn't suspend a business customer's obligation to pay.
11. Custom printed products
- Printed and custom orders are made on the basis of a written quote. The quote states the quantity, price and delivery time.
- We start production after you approve the proof in writing. Check the proof carefully. We aren't responsible for errors in an approved proof.
- You confirm that you have the right to use the logo, text and artwork you send us. You indemnify us against claims from third parties about them.
- Small differences in colour and print position from the proof are normal in printing and are not a defect.
- Printed products can't be cancelled or returned once production has started.
12. Samples
Samples of up to 5 products are free. You pay the shipping cost. Request them through the Samples & Quote page.
13. Retention of title
The products remain our property until you have paid for them in full. A business customer may use or resell the products in the normal course of business before then.
14. Liability
Business customers. Our liability for any claim under a contract is limited to the invoice value of the order concerned. We aren't liable for indirect or consequential loss, such as lost profit, lost revenue or business interruption. These limits don't apply if the loss was caused by intent or deliberate recklessness on our part.
Consumers. Our liability is as set out in the law. These terms don't limit it.
15. Force majeure
We aren't liable for delays or failures caused by circumstances outside our control, such as carrier disruption, strikes, extreme weather, or our suppliers failing to deliver. If the delay lasts more than 30 days, either of us may cancel the order without cost and we refund anything you have paid for products not yet delivered.
16. Use of the website
Text, photos and designs on this website belong to DutchBioPack or its suppliers. Don't copy or reuse them without our written permission. Don't misuse the website, for example by uploading harmful code, scraping it in bulk or placing false orders.
17. Personal data
We process your personal data as described in our Privacy policy.
18. Changes to these terms
We may change these terms. The version that applies to your order is the one published on the date of your order.
19. Governing law and disputes
Dutch law applies, excluding the UN Convention on Contracts for the International Sale of Goods (CISG).
- Business customers: disputes go to the competent court in the district of Noord-Holland.
- Consumers: you may also take a dispute to the court where you live. If you live in another EU country, you keep the protection of the mandatory consumer law of that country.
Let us know first. Most problems are solved by an email to info@dutchbiopack.nl.
20. Contact
DutchBioPack (Goyal's Group), Mercuriusplein 1, 2132 HA Hoofddorp, Netherlands
info@dutchbiopack.nl · +31 6 85254324 · KvK 95234322 · VAT NL867052053B01
Model withdrawal form
Fill in this form and send it to us only if you want to cancel your order.
To: DutchBioPack (Goyal's Group), Mercuriusplein 1, 2132 HA Hoofddorp, Netherlands, info@dutchbiopack.nl
- I hereby give notice that I cancel my contract for the following products:
- Order number:
- Ordered on / received on:
- Name:
- Address:
- Signature (only if you send this form on paper):
- Date: