Refund policy

Returns, Guarantees and Refunds Policy

Last updated: 7 May 2026 — V.O.F. PuraSangre · KvK 99714817

1. Right of withdrawal — General rule

In accordance with Directive 2011/83/EU of the European Parliament and of the Council on consumer rights, and with Article 6:230o of the Dutch Burgerlijk Wetboek, individual consumers (natural persons acting outside their professional activity) are, as a general rule, entitled to a 14 calendar day right of withdrawal to withdraw from the purchase contract without giving any reason.

The period begins on the day on which the consumer, or a third party indicated by the consumer other than the carrier, acquires physical possession of the last item of the order. Where the last day of the period falls on a Saturday, Sunday or official public holiday in the Netherlands, the period is extended until the next business day.

To exercise this right, where applicable in accordance with section 2, the customer must notify PuraSangre before the deadline expires, through any of the following channels:

Email: purasangregourmet@purasangre.nl
From their customer account at www.purasangre.nl, in the order management section
Phone: +31 613 95 71 69
Live chat available at www.purasangre.nl

PuraSangre will provide the customer with the standard withdrawal form upon request, and will confirm receipt of the notification without delay.

2. Exceptions to the right of withdrawal — Food products

⚠ IMPORTANT — Legal exception applicable to all PuraSangre food products

The right of withdrawal described in section 1 does NOT apply, pursuant to Article 16 of Directive 2011/83/EU and Article 6:230p of the Dutch Burgerlijk Wetboek, to: (a) goods liable to deteriorate or expire rapidly — Article 16(d); and (b) sealed goods which are not suitable for return due to health or hygiene reasons and which have been unsealed after delivery — Article 16(e). All food products sold by PuraSangre (Iberian ham and charcuterie, seafood preserves, oils with Protected Designation of Origin, cheeses and other gourmet products) are subject to these legal exceptions and, by virtue of their perishable and hygiene-sensitive nature, cannot be returned once received, except in the specific cases set out in section 4.

The right of withdrawal described in section 1 does apply to any non-food items that PuraSangre may offer in the future (kitchenware, tasting accessories, etc.), provided they have not been used and retain their original packaging intact. For mixed orders (food products + non-food items), withdrawal may be exercised only in respect of the non-food items, with the shipping amount adjusted accordingly.

3. Legal guarantee of conformity

In accordance with Directive 2019/771/EU on guarantees for the sale of consumer goods and with the Dutch Burgerlijk Wetboek, all goods sold must conform to the contract. For non-food items (kitchenware and similar), the legal guarantee period is 2 years from delivery.

For perishable food products, the applicable shelf life is that stated on the manufacturer's label, in accordance with Regulation (EU) 1169/2011. PuraSangre cannot guarantee shelf life beyond the date printed on the product label.

4. Valid grounds for claims and returns

Irrespective of the above, and as an expression of our commitment to excellence, PuraSangre will accept claims and, where applicable, returns or replacements, in the following circumstances:

Product expired at the time of delivery: when the expiry date or best-before date on the label had passed before the date of delivery to the customer. PuraSangre operates a batch traceability system that allows objective verification of this fact.
Incorrect product: when the item received does not correspond to the product ordered and confirmed in the order summary.
Product damaged in transit: when the product shows damage caused during transport, provided it is reported within the time limit set out in section 5.
Manufacturing defect or poor condition on opening: when the product presents a defect attributable to its production or storage prior to delivery, provided the outer packaging was intact and the defect is not the result of improper use or storage by the customer.
Non-conformity of non-food items (future): manufacturing defects or non-conformity with the product description within the 2-year guarantee period.

5. Claims procedure — Mandatory steps

For PuraSangre to process a claim, the customer must strictly follow this procedure:

Notify PuraSangre within a maximum of 48 hours from receipt of the order for visible damage and expired products, or within a maximum of 7 days from discovery for hidden or manufacturing defects.
Send an email to purasangregourmet@purasangre.nl with the subject: CLAIM [order number], including: a detailed description of the issue, photographs of the affected product (with the label and expiry date clearly visible), a photograph of the packaging, and the batch number if visible on the label.
PuraSangre will acknowledge receipt within a maximum of 2 business days and assess the claim within a further maximum of 5 business days, and may request additional information or documentation.
If the claim is accepted, PuraSangre will notify the customer of the remedy adopted: product replacement, partial refund or full refund, and will indicate the physical return procedure if required.

Claims submitted without photographic evidence or outside the stated time limits may be rejected, without prejudice to the consumer's non-waivable rights under Dutch and EU law.

⚠ Notice regarding fraudulent claims

PuraSangre verifies all claims against its batch traceability system and DHL delivery records. Submitting unwarranted claims or chargebacks when the order has been correctly delivered according to the carrier's record may result in account suspension and legal action.

6. Return shipping costs

When a return is due to a cause attributable to PuraSangre (expired, incorrect, damaged in transit or defective product), all return shipping costs will be borne by PuraSangre, which will provide the customer with a prepaid return shipping label.

In cases where the right of withdrawal applies (non-food items returned for reasons not attributable to PuraSangre), the direct cost of returning the goods will be borne by the customer. Likewise, where the customer has benefited from a promotional free shipping offer and the return involves non-food items for reasons not attributable to PuraSangre, the actual cost of the original outbound shipping may be deducted from the refund amount.

7. Refunds

Accepted refunds will be processed exclusively through the same payment method used for the original purchase (Shopify Payments / Stripe).

The refund will be issued within a maximum of 14 calendar days. This period will run from PuraSangre's written confirmation of acceptance of the return or, in cases of withdrawal of non-food items, from the date on which PuraSangre receives the returned items or the customer provides conclusive proof of their dispatch, whichever is the earlier.

PuraSangre will not issue refunds in cash, by transfer to a bank account other than the one used for the original payment, or as a store credit voucher, unless expressly agreed in writing with the customer.

8. Business customers (B2B)

Business customers do not benefit from the 14-day right of withdrawal or the consumer guarantee conditions established in Directive 2019/771/EU. Their claims are governed by the applicable commercial agreement or, in its absence, by the Dutch Burgerlijk Wetboek in respect of commercial contracts.