Refund policy
Last updated: 30 September 2026
This policy explains your right of withdrawal, what to do if something is wrong with your order, and how refunds work. It does not limit any right you have under Dutch or EU consumer law.
1. Your right of withdrawal (consumers)
If you buy as a consumer, you may withdraw from your purchase within 14 days without giving a reason. The 14 days start on the day you, or someone you name (other than the carrier), receive the last item of the order.
When the right of withdrawal does not apply
Under Article 16 of Directive 2011/83/EU and Article 6:230p of the Dutch Civil Code, you cannot withdraw from the purchase of:
- Sealed food products once they have been opened after delivery. For health and hygiene reasons, an opened vacuum pack, jar, tin or bottle cannot be returned.
- Products that deteriorate or expire rapidly, such as refrigerated semi-preserves (for example, anchovies and marinated anchovies) and any product whose use-by date is close.
Unopened products with their seal intact, such as a closed tin, jar, bottle or vacuum pack, can be returned under the right of withdrawal, provided they have been stored as their label says.
2. How to withdraw
Use any of these channels within the 14 days:
- Online: the "Withdraw from contract here" form on our withdrawal page. We confirm receipt by email without delay.
- Email: info@purasangre.nl, with your name, order number and the products you are returning. You may use the EU model withdrawal form below, but you do not have to.
Model withdrawal form. To V.O.F. PuraSangre, Schouw 48-09, 8232 BD Lelystad, the Netherlands, info@purasangre.nl: I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: [products]. Ordered on [date] / received on [date]. Order number: [number]. Name of consumer(s). Address of consumer(s). Signature of consumer(s) (only if this form is notified on paper). Date.
3. Returning the products
- Send the products back within 14 days of telling us you are withdrawing, to the address we give you in our acknowledgement.
- The products must be unopened, with their seal intact.
- You pay the direct cost of returning them, unless we agree otherwise.
- You are responsible for any loss in value caused by handling the products beyond what is needed to check them, for example storage outside the conditions on the label.
- A pack is sold as one product at one price. If you return only some unopened items from a pack, we refund their share of the pack price.
4. Refunds after withdrawal
We refund all payments received for the returned products, including the standard shipping cost if you return the whole order, within 14 days of receiving your withdrawal. We may wait until we have received the products back, or until you show proof that you have sent them, whichever comes first. We refund with the same payment method you used, at no extra cost to you. If you return only part of an order, the original shipping cost is not refunded.
5. Something wrong with your order
Everything we sell must match its description and be fit to eat until the date on its label. If there is a problem, we will put it right at our cost:
| Problem | What we do |
|---|---|
| Product damaged in transit | Replacement or refund |
| Wrong product sent | We send the right one, or refund |
| Product past its best-before or use-by date on delivery | Replacement or refund |
| Product defective when opened (packaging intact, stored as labelled) | Replacement or refund |
How to report it. Email info@purasangre.nl with the subject "CLAIM + order number", a short description and photos of the product, its label (with the date and batch number) and the packaging. Please report visible damage as soon as possible, preferably within 48 hours, so we can claim with DHL. For defects you only discover later, tell us as soon as you notice them: a report within two months of discovery is always on time. We confirm receipt within 2 business days and give you our answer within a further 5 business days. If we need the product back, we send you a prepaid DHL label.
6. Refund method
All refunds go back to the original payment method. We do not refund in cash or to a different account, and we only offer store credit if you ask for it.
7. Misuse
We check every claim against our batch records and DHL's delivery data. If a claim or chargeback turns out to be unfounded (for example, a report that a parcel never arrived when DHL's records show it was delivered), we may refuse the claim, recover the costs we have incurred and close the customer account concerned.
8. Business customers
If you buy for your business, the consumer right of withdrawal does not apply. Claims are governed by your agreement with us or, failing that, by the Dutch Civil Code.
9. Complaints
If you are not satisfied with how we handled your claim, please tell us at info@purasangre.nl and we will look at it again. We are not affiliated with an out-of-court dispute resolution body. You can go to the competent court, and consumers in another EU country can ask the European Consumer Centre in their country for free advice (in the Netherlands: ECC Netherlands).
V.O.F. PuraSangre · KvK 99714817 · VAT NL869102722B01 · info@purasangre.nl · +31 6 13957169
