Refund policy
We have a 14-day return policy for non-food items and a 7-day return policy for food items which means you have respective days after receiving your item to request a return. We request you to kindly verify all items on delivery and report any issues immediately to avoid any hassles later.
Items excluded from return/refund :
- Perishable items (such as frozen food, sweets, vegetables, fruits, etc.)
- Opened or consumed items
- Items damaged after delivery
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags (if available), and in its original packaging. Frozen/refrigerated items must be kept in their respective temperatures until pickup. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@thanimafresh.nl or via Whatsapp at +31 643800307. Please note that refunds will be processed only if a faulty product was provided to you. If the product got damaged while at the customer's place, we will not be liable for that and hence no refund.
If your return is accepted, we will soon arrange the pickup and refund process. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at support@thanimafresh.nlor via Whatsapp at +31 643800307.
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Order Cancellation Before Delivery:
- If you cancel your order before the delivery process begins, you will be charged a Paymate gate fee of 2 euros.
- The remaining amount will be refunded to your original payment method.
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Order Cancellation After Delivery Starts:
- If you cancel your order after the delivery process has started, there will be an additional delivery fee of 3 euros.
- The Paymate gate fee of 2 euros will still be applicable.
- The remaining amount after deducting the Paymate gate fee and the additional delivery fee will be refunded to your original payment method.
Refunds will be processed within 5 business working days after confirming the eligibility for a refund.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as frozen food, vegetables, or fruits), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please note that by default the refund method would be Shopping Credits to your account, which you can use for your next purchase. If you need a refund for the payment method you used to place the order, please mention that in the request. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@thanimafresh.nl or via Whatsapp at +31 643800307.
You can always contact us for any questions at support@thanimafresh.nl or via Whatsapp at +31 643800307.