Orders, Cancellations and Collection Policy

1. Scope

This policy applies to orders placed with Beniro B.V., established at Antonie van Leeuwenhoekweg 38 B8, 2408 AN Alphen aan den Rijn, and registered with the Dutch Chamber of Commerce under number 42011658.

We supply our products exclusively within the Netherlands. Orders are collected from Antonie van Leeuwenhoekweg 38 B8, 2408 AN Alphen aan den Rijn, unless expressly agreed otherwise.

2. Order confirmation and collection arrangements

After an order is placed, we will send the customer an order confirmation by email or another agreed durable method.

Unless a collection time has already been selected during checkout, we will contact the customer within one business day to arrange or confirm:

• the collection date;
• the collection time or collection window; and
• the collection location.

An order is not accepted until we have sent an order confirmation. If we cannot fulfil the order or agree on a suitable collection time, we will notify the customer and refund any amount already paid.

The customer is responsible for providing accurate contact information and checking the details in the order confirmation.

3. No statutory cooling-off period for perishable and personalised products

Consumers normally have a statutory cooling-off period for certain purchases made online, by telephone or otherwise at a distance.

However, under Article 6:230p of the Dutch Civil Code, the statutory right of withdrawal does not apply to:

• products that deteriorate quickly or have a limited shelf life; or
• non-prefabricated products made according to the customer’s specifications, based on an individual choice or decision by the customer, or clearly intended for a specific person.

Our fresh baked goods generally deteriorate quickly or have a limited shelf life. A cake or other product made with a customer-selected inscription, design, dimensions, flavour combination or other individual requirements may also constitute a product made according to the customer’s specifications.

Consequently, the customer generally has no statutory 14-day cooling-off period for these products. This means that the customer cannot automatically cancel the order merely because they have changed their mind.

4. Voluntary cancellations and changes

Although there may be no statutory cooling-off period, we will try to accommodate a cancellation or change if the customer contacts us promptly.

Unless different terms were disclosed for a particular product:

• an order may be cancelled without charge until 72 hours before the agreed collection time, provided that production has not begun and no special ingredients or materials have been purchased;
• a requested cancellation or change after that point is subject to our agreement; and
• we may deduct reasonable costs already incurred from any voluntary refund.

Orders cancelled after production has begun, and completed orders that can no longer reasonably be sold to another customer, may be charged in full.

We will not charge more than the loss and reasonable costs caused by the cancellation. If we avoid costs or can reasonably resell the product, we will take that into account.

Cancellation requests must be sent to info@beniro.food. A cancellation is effective when we confirm it in writing.

5. Collection

The customer must collect the order at the date, time and location stated in the order confirmation.

Because the products are fresh and prepared for an agreed collection time, we cannot guarantee their quality, appearance or freshness following late collection.

If the customer expects to be late, they should contact us as soon as possible. Any alternative collection arrangement is subject to our opening hours, storage possibilities and the expected shelf life of the product.

Responsibility for the product passes to the customer when the customer, or a person designated by the customer, takes possession of it.

6. Uncollected orders

If an order is not collected at the agreed time, we will attempt to contact the customer using the contact details supplied with the order.

We will store the product safely where reasonably possible, but we cannot keep a perishable product beyond the period in which it remains safe and of acceptable quality.

Failure to collect an order does not itself cancel the agreement or entitle the customer to a refund. If the product was prepared as agreed and cannot reasonably be resold, Beniro B.V. may retain the price to cover the product and the resulting reasonable loss.

Where reasonably possible, we may agree to a later collection time. We are not required to remake an uncollected order free of charge.

7. Incorrect, defective or non-conforming products

The exclusions from the cooling-off period do not affect the customer’s statutory rights if a product:

• is not what was ordered;
• does not have the qualities the customer could reasonably expect;
• is unsafe;
• is damaged due to circumstances for which we are responsible; or
• otherwise does not conform to the agreement.

The customer should inspect the product when collecting it where reasonably possible and notify us promptly if there is a problem.

A complaint can be submitted by email to info@beniro.food. Please include the order number and, where useful, photographs showing the problem.

We will assess the complaint and provide an appropriate remedy in accordance with Dutch consumer law. Depending on the circumstances, this may include correcting or replacing the product, reducing the price or issuing a full or partial refund.

Nothing in this policy excludes or restricts any mandatory right that the customer has under Dutch law.

8. Allergies and dietary requirements

The customer must communicate allergies, intolerances and special dietary requirements before completing the order.

Ingredient and allergen information is available on request. Our products are prepared in an environment where allergens are handled. Unless expressly confirmed otherwise in writing, we cannot guarantee that a product is free from traces of allergens.

A customer with a serious allergy should contact us at info@beniro.food before placing an order so that we can explain whether we can safely accommodate the request.

9. Complaints

We aim to respond to complaints within five business days. If more time is needed to investigate a complaint, we will tell the customer when a substantive response can be expected.

This policy is governed by Dutch law. A consumer retains the protection of all mandatory provisions of Dutch consumer law.