Returns and refund policy

Food Products Cannot Be Returned

Hooidammer primarily sells cheese and other food products. Due to the nature and limited shelf life of these Products, they cannot be resold once delivered.

Therefore, correctly supplied food Products cannot be returned and are not eligible for a refund if the Consumer:

has changed their mind;
accidentally ordered the wrong Product;
ordered more Products than required;
does not like the Product; or
failed to accept or collect the order in time.

This policy does not affect the Consumer's statutory rights where a Product is damaged, spoiled, defective or supplied incorrectly.

Damaged, Spoiled or Incorrectly Supplied Products

If your Product is damaged, spoiled or incorrectly supplied, please contact us as soon as possible after delivery via:

webshop@hooidammer.com

Please include:

your order number;
the Product concerned;
a clear description of the issue; and
where possible, photographs of the Product, its packaging, the shipping label and the best-before date.

Please do not dispose of the Product or its packaging immediately. We may ask you to keep them temporarily so we can assess the complaint or report the issue to the carrier.

Possible Resolution

Depending on the nature of the issue and the circumstances, we may:

send a replacement Product;
refund the purchase price of the affected Product;
offer a partial refund; or
provide another appropriate solution.

Where a Product is demonstrably damaged, defective or supplied incorrectly, no return or replacement costs will be charged.

Order Not Received

If the tracking information indicates that your order has been delivered but you have not received it, please contact us as soon as possible via:

webshop@hooidammer.com

We will investigate the delivery with the carrier.

If you authorised the carrier to leave your parcel in a designated safe place or with neighbours, this may affect the outcome of the investigation.

Incorrect or Incomplete Address

The Consumer is responsible for providing a complete and accurate delivery address.

If an order cannot be delivered because of an incorrect or incomplete address, additional shipping or return costs may be charged to the Consumer.

As the Products are food items, an order that has been delayed or returned due to an incorrect address may not be suitable for re-dispatch or refund.

Uncollected Orders

The Consumer is responsible for collecting an order from the collection point within the specified period.

If an order is not collected in time and is returned, or the quality of the Products can no longer be guaranteed, the Consumer will generally not be entitled to a refund.

Refund Processing

Where a refund is approved, it will be made using the original payment method.

Once processed by us, it may take several working days before the refund appears on your bank account or credit card statement. Processing times depend on your bank or credit card provider.