Right of withdrawal
Under European regulations and applicable consumer protection laws, consumers who place an online order have the right to withdraw from the contract within 14 days of receiving the products, without having to provide a reason, except in cases excluded by law.
To exercise the right of withdrawal for an online order, you may complete the form available on this page. After submitting your request, you will automatically receive a copy of your communication at the email address provided.
Required information
To complete your request, you will be asked to provide:
- full name;
- email address;
- order number;
- order date;
- product(s) for which you wish to exercise the right of withdrawal;
- reason for the request, optional;
- explicit confirmation of your wish to exercise the right of withdrawal.
Packaged food products
Our products are packaged food products. For this reason, the right of withdrawal may only be exercised for products that are intact, unopened, undamaged and kept in their original sealed packaging.
The right of withdrawal cannot be exercised for products that have been opened after delivery or that, for hygiene or health protection reasons, are not suitable for return. Perishable products or products with a short expiry date are also excluded, where applicable.
Before authorising any refund, we reserve the right to verify that the returned products are intact, unopened, undamaged and in their original sealed packaging.
Return procedure
After you submit your withdrawal request, our customer service team will review the information received and will provide you with instructions for the possible return of the products.
The products must be returned without undue delay, carefully packed and protected, preferably in the original shipping packaging or in suitable packaging designed to prevent damage during transport.
The customer is responsible for the proper return of the products until they are delivered to our warehouse. We recommend using a tracked shipping service.
Return costs and refund
The direct costs of returning the products are borne by the customer, unless otherwise indicated by us.
In the event of withdrawal from the entire order, the purchased products will be refunded and, where required by applicable law, the cost of the initial standard delivery will also be refunded. Any additional costs resulting from the choice of a delivery method other than the standard delivery option will not be refunded.
The refund will be issued after we have received the returned products and verified that they are intact, sealed and compliant with the withdrawal conditions stated above.
If the products have been opened, damaged, are no longer in their original sealed packaging or are not suitable for return for hygiene or health protection reasons, the refund may be refused, in whole or in part, within the limits permitted by applicable law.
Confirmation checkboxes in the form
I confirm that I wish to exercise my right of withdrawal for the indicated order.
I accept the conditions regarding return and refund costs.
I confirm that the products included in this request are intact, unopened, undamaged and in their original sealed packaging.
Click to fill out the withdrawal request