At Ambelos, we take great care in selecting, preparing and packaging your order, ensuring that your Greek food products arrive safely and in excellent condition.
As we sell a wide range of food products, including ambient, refrigerated and perishable products, different return conditions may apply depending on the type of product.
Under Dutch consumer law, customers generally have a statutory 14-day right of withdrawal for online purchases.
The withdrawal period starts on the day after you have received your order.
Where the right of withdrawal applies, you are not required to provide a reason for exercising this right.
However, certain food products are excluded from the statutory right of withdrawal due to the nature of these products. These exceptions are explained below.
For reasons of food safety, hygiene and quality, the right of withdrawal does not apply to products that are perishable or for which the expiry date may quickly pass.
This includes, among others:
These products cannot be returned solely because you have changed your mind.
If a fresh or refrigerated product arrives damaged, spoiled, defective or incorrectly delivered, please contact us immediately so that we can assist you.
For certain sealed food products, the right of withdrawal no longer applies once the seal has been broken after delivery, where this is necessary for hygiene or food safety reasons.
If you wish to return a product for which returns are permitted, the product must be:
Products that have been opened, consumed or damaged after delivery may not be eligible for return.
For non-perishable products such as:
the statutory 14-day right of withdrawal may apply, provided that the product qualifies and all applicable conditions are met.
Returned products must be unused, unopened and in their original condition.
We carefully inspect and package all orders before they are shipped. However, products may occasionally become damaged during transport.
If your order arrives damaged, please contact us as soon as possible after delivery.
To help us resolve the issue quickly, please provide:
Depending on the circumstances, we may offer a replacement product, a refund or another appropriate solution.
Please do not dispose of the damaged product or packaging until we have informed you that you may do so.
If you receive an incorrect product or if an item is missing from your order, please contact us as soon as possible.
Please include your order number and details of the issue.
After reviewing your order, we will arrange an appropriate solution, such as sending the correct product, replacing the item or refunding the purchase amount.
All products sold by Ambelos must comply with applicable consumer protection laws.
If a product is defective, damaged, unsafe or does not correspond to the product you ordered, please contact us.
Your statutory consumer rights are not affected by this Returns & Refunds Policy.
If your purchase qualifies for a return under the statutory right of withdrawal, you must notify us within the applicable 14-day withdrawal period.
After notifying us, the product must be returned without undue delay in accordance with the return instructions provided by Ambelos.
Always contact us before returning a product so that we can provide you with the correct return instructions.
Email: webshop@ambelos.nl
Return address:
Ambelos BV
Biezenwade 2
3439 NW Nieuwegein
The Netherlands
Do not send returns to any other address unless Ambelos has specifically authorised this.
When exercising your statutory right of withdrawal, you are responsible for the direct costs of returning the product, unless:
The return costs depend on the size, weight and selected shipping method.
When your cancellation has been validly submitted and the applicable conditions have been met, we will process your refund in accordance with applicable Dutch consumer law.
Refunds are normally made using the same payment method used for your original purchase, unless otherwise agreed with you.
Where the statutory right of withdrawal applies, we will refund the purchase amount and the standard delivery costs of the original order.
If you selected a more expensive delivery option than our standard delivery, the additional costs may not be refunded.
We may delay issuing the refund until we have received the returned products or until you have provided proof that the products have been returned, whichever occurs first, where permitted by law.
Once your refund has been approved, we will process it within the applicable legal timeframe.
Please note that, depending on your bank, card issuer or payment service provider, it may take some time before the refunded amount appears in your account.
As certain Ambelos products must be kept refrigerated or are perishable, you are responsible for being available to receive the delivery when required.
Refrigerated and perishable products must be stored immediately after receipt according to the storage instructions provided on the packaging.
We are not responsible for quality deterioration caused by:
This does not affect your statutory rights where a product was already defective, damaged or unsuitable at the time of delivery.
Where a product has been purchased as part of a promotion, bundle or multi-buy offer, returns and refunds may be calculated according to the applicable promotional terms.
If only part of a bundle is returned, the promotional discount may no longer apply to the remaining products.
Any refunds will be calculated accordingly and processed in compliance with applicable consumer protection laws.
If you wish to cancel your order before it has been shipped, please contact us as soon as possible via webshop@ambelos.nl.
We will make reasonable efforts to stop the order before dispatch.
If the order has already been prepared or shipped, cancellation before delivery may no longer be possible. In that case, the applicable return and withdrawal rules will apply.
Nothing in this Returns & Refunds Policy limits or excludes any statutory rights you have under Dutch or European consumer protection law.
If a product is defective, does not match its description, is unsafe or does not meet legal requirements, you retain your statutory consumer rights.
If you have any questions regarding a return, refund, damaged product or incorrect order, please contact our customer service.
Ambelos BV
Email: webshop@ambelos.nl
Return address:
Biezenwade 2
3439 NW Nieuwegein
The Netherlands
