Terugbetalingsbeleid

FruCare return and refund policy

At FruCare, we aim for quality and fair handling of questions, complaints and returns. Below, you can find out how to withdraw from a purchase and what to do if a product is damaged, incorrect or does not conform to the contract.

Withdraw from an order or request a return
Sign in with the email address used for your order and the code sent to you by email. Open the relevant order, select the available option to cancel it or request a return, and confirm your request. You can also notify us of your withdrawal by email or letter using the details below. Separate B2B agreements continue to apply to business orders.

1. Contacting us about a problem

Contact office@frucare.shop. Include your order number, contact details and a description. Photos of the product, packaging and batch number help us investigate the problem.

Please report visible transport damage or an incorrect delivery preferably within 48 hours. This is a practical request, not a deadline that removes your statutory rights. Report a defect discovered later as soon as possible; consumers have the statutory notification period of at least two months after discovering it.

2. Consumers’ right of withdrawal

If you purchase at a distance as a consumer, you may withdraw from the contract without giving a reason within 14 calendar days. The period expires 14 days after the day on which you, or a third party designated by you other than the carrier, receive the goods. For a single order arriving in separate deliveries, the period starts after receipt of the last item.

Before this period ends, clearly inform us that you wish to withdraw, for example by email to office@frucare.shop or by letter to FruCare BV, Jozef Van Esschestraat 38, 2860 Sint-Katelijne-Waver, Belgium. You may use the Dutch-language withdrawal form, but this is not mandatory. If you use the blank PDF, enter FruCare’s details shown above as the recipient. A model including those recipient details that you can copy and print is also provided below.

Send the goods back no later than 14 calendar days after notifying us to FruCare BV, Jozef Van Esschestraat 38, 2860 Sint-Katelijne-Waver, Belgium, unless we agree on a different return address with you. You meet the deadline if you dispatch the goods before this period ends. Keep your proof of postage. No prior approval is required to exercise your statutory right of withdrawal.

You bear the direct cost of returning goods when withdrawing, unless otherwise agreed or unless we did not correctly inform you of this before the purchase.

3. Product condition and exceptions

Handle the goods carefully and package them securely for return. Use the original packaging where possible. Original, unopened packaging is not a general condition of the statutory right of withdrawal.

You are only liable for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the product, provided that you were correctly informed about the right of withdrawal beforehand. If contents are missing or there are signs of use or damage, we assess the actual diminished value and explain any deduction.

The statutory right of withdrawal does not apply to:

goods liable to deteriorate or expire rapidly, where that statutory exception applies to the product concerned;
sealed goods unsuitable for return for health protection or hygiene reasons whose seal has been broken after delivery;
goods made to your specifications or clearly personalised for you.

Not every food product automatically falls within an exception. The relevant product characteristics and any seal determine this. These exceptions do not remove your rights if a product is damaged, incorrect or does not conform to the contract.

4. Refund after withdrawal

If you withdraw from the entire order, we refund all payments received, including the cost of the least expensive standard delivery method we offer. Additional costs for a more expensive delivery method you selected, such as express, are not refunded.

We refund without undue delay and no later than 14 calendar days after you inform us of your withdrawal. We may withhold the refund until we receive the goods or until you provide evidence that you have sent them back, whichever happens first, unless we have offered to collect the goods ourselves.

The refund is made using the same payment method you used, unless you expressly agree to another method at no cost to you. Any legally permitted deduction for diminished value will be explained to you.

5. Damaged, incorrect or non-conforming products

Your statutory rights concerning conformity are separate from the right of withdrawal. If a product does not conform to the contract, we provide a remedy free of charge under the applicable law. In the first instance, this means repair or replacement, where possible and reasonable. In the cases specified by law, you are entitled to a price reduction or termination of the contract and a refund. For food products, we consider the appropriate remedy while respecting your statutory rights.

FruCare bears the necessary return costs in cases of non-conformity. Contact us before returning a defective or potentially unsafe product so that we can provide safe return instructions. Do not consume a potentially unsafe product.

6. Professional purchases

The statutory consumer right of withdrawal does not apply to professional purchases. A B2B return is possible if expressly agreed or in the event of a non-conforming delivery, in accordance with the applicable agreements and law.

7. Model withdrawal form

Complete this model only if you wish to withdraw from the contract. You may send it by email or by letter.

To: FruCare BV, Jozef Van Esschestraat 38, 2860 Sint-Katelijne-Waver, Belgium, office@frucare.shop.

I/We hereby give notice that I/we withdraw from my/our contract for the sale of the following goods:

Goods and order number:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Date:
Signature, only if this form is submitted on paper:

Delete as appropriate.