Refund policy
Return and Refund Policy – Banketbakkerij Jullens
Last updated: 8 September 2026 – translation of the controlling Dutch version.
1. General
Banketbakkerij Jullens is committed to the quality of its products. Because we sell both fresh and perishable products, non-perishable products and personalised or custom-made goods, the same rules on returns and withdrawal do not apply to every product.
This policy therefore distinguishes between a complaint because a product does not conform to the agreement or expected quality, the statutory right of withdrawal for online purchases, and products for which the law excludes the right of withdrawal.
This policy supplements our Terms of Service. It does not limit any statutory consumer rights.
2. Fresh and perishable products
There is no statutory right of withdrawal for goods that are liable to deteriorate or expire rapidly.
At Banketbakkerij Jullens this includes, among other things, many types of pastries, cakes, whipped-cream and cream products, and other fresh or short-shelf-life products.
This exception is laid down in Article 6:230p(f)(2) of the Dutch Civil Code (Book 6).
If there is something wrong with such a product, the right to complain about a defect or quality issue of course remains unaffected.
3. Custom-made and personalised products
The statutory right of withdrawal also does not apply to goods made to the consumer's specifications, which are not prefabricated and are made on the basis of an individual choice or decision by the consumer, or which are clearly intended for a specific person.
This is laid down in Article 6:230p(f)(1) of the Dutch Civil Code (Book 6).
At Banketbakkerij Jullens this may include, for example: photo cakes; logo cakes and logo pastries; cakes or products with a personal message; specially designed decorations; and other products made specifically according to the customer's wishes.
For cancellations before production or specific preparation has started, the arrangements set out in our Terms of Service apply.
4. Sealed products and hygiene
For goods that are not suitable for return for reasons of health protection or hygiene, the statutory right of withdrawal may cease to apply if the goods were supplied sealed and the consumer breaks the seal after delivery.
This follows from Article 6:230p(f)(3) of the Dutch Civil Code (Book 6) and only applies where the statutory conditions for this exception have been met and the consumer was correctly informed about the exception before purchase.
5. Non-perishable products and the statutory cooling-off period
For ordinary non-perishable products purchased online and not covered by a statutory exception, a consumer generally has a statutory 14-day cooling-off period. Under the statutory rules, this period starts upon receipt of the product.
This right follows from Article 6:230o of the Dutch Civil Code (Book 6).
For purchases made exclusively in our physical shop, there is no general statutory right to return a product within 14 days simply because the customer has changed their mind. This does not affect statutory rights if a product is defective.
6. Exercising the right of withdrawal for a distance contract
Where the statutory right of withdrawal applies, the consumer must clearly inform Banketbakkerij Jullens within the cooling-off period that they wish to withdraw from the contract.
This can be done, among other ways, through the online withdrawal function available on our website, by e-mail to info@jullens.com, in writing, or by another legally permitted and unequivocal statement.
The consumer is not required to give a reason for the withdrawal. However, we greatly appreciate it if the reason is provided voluntarily, so that we can determine what prompted the withdrawal and whether it identifies any areas in which we can improve. Providing a reason is not a condition for a valid statutory withdrawal.
If the matter concerns a complaint about the quality, composition, damage or delivery of a product, we do ask the customer to clearly describe what they believe is wrong. This is necessary so that we can investigate and assess the complaint properly.
Merely returning the product without clearly informing Banketbakkerij Jullens that the statutory right of withdrawal is being exercised is not sufficient.
If the online withdrawal function is used, the consumer will receive confirmation of the withdrawal on a durable medium in accordance with the statutory rules.
7. Returning goods after withdrawal
After a valid withdrawal, the product concerned must be returned without undue delay and no later than 14 days after the consumer has notified us of the withdrawal, or it may be brought back to Banketbakkerij Jullens.
Return address: Banketbakkerij Jullens, Oude Schans 9, 9934 CM Delfzijl, the Netherlands.
Banketbakkerij Jullens may withhold reimbursement until we have received the returned product or until the consumer has provided sufficient evidence that the product has actually been sent back, whichever occurs first.
As long as we have not received the returned product and the consumer has not provided sufficient proof of return shipment either, reimbursement does not yet have to be made.
The return period and these rules follow from Articles 6:230s and 6:230r of the Dutch Civil Code (Book 6).
8. Condition of returned goods and diminished value
During the cooling-off period, a consumer may inspect and assess a product only to the extent reasonably necessary to establish its nature, characteristics and functioning.
If a product has been used, opened, consumed, damaged or otherwise handled beyond what was reasonably necessary for that purpose, the consumer may be liable for the resulting diminished value, provided that the consumer was correctly informed in advance about the right of withdrawal.
For food products, for example, consuming most of the contents is not reasonably necessary in order to assess the product.
If a product has been substantially consumed, damaged or otherwise reduced in value, that diminished value may be deducted from the amount to be reimbursed.
If the product has lost all or almost all of its economic value as a result of the consumer's handling, the diminished value may, where justified, amount to the full value of the product concerned.
This principle follows from Article 6:230s(3) of the Dutch Civil Code (Book 6).
9. Return costs
Where a consumer exercises the statutory right of withdrawal, the direct cost of returning the product is borne by the consumer, insofar as permitted by law and provided the consumer was correctly informed of this in advance.
If a product is returned because of a justified complaint, an incorrect delivery or a defect for which Banketbakkerij Jullens is responsible, the necessary return costs will not be borne by the consumer.
A product may also be returned to our shop at Oude Schans 9 in Delfzijl within the applicable period.
10. Reimbursement after withdrawal
Where a consumer validly exercises the statutory right of withdrawal, we will reimburse the amounts due without undue delay and no later than 14 days after receiving the withdrawal statement.
In accordance with Article 6:230r(4) of the Dutch Civil Code, Banketbakkerij Jullens may withhold reimbursement until we have received the product or until the consumer has demonstrated that the product has been sent back, whichever occurs first.
Reimbursement will be made using the same means of payment as used for the original transaction, unless the consumer expressly agrees to another method of reimbursement.
If the entire order is withdrawn, the cost of the least expensive standard delivery method offered by us for the original order will also be reimbursed insofar as required by law.
If the consumer voluntarily selected a more expensive delivery method for the original order, the additional cost above the standard delivery charge does not have to be reimbursed.
If only part of an order is withdrawn, the original delivery costs are not automatically reimbursed.
Any justified diminished value as described in Section 8 of this policy may be deducted from the amount to be reimbursed.
11. Complaints about fresh products
If, in your opinion, a fresh or perishable product does not meet the expected quality, we ask you, because of the nature and limited shelf life of the product, to notify us preferably on the same day.
Please keep the product concerned and, where applicable, store or transport it under the correct storage conditions.
Where reasonably possible, we ask you to keep the product available so that Banketbakkerij Jullens can assess it. Photographs can help, but depending on the complaint we may also ask to inspect the product itself.
If the product can no longer reasonably be shown, we ask for sufficient information or other evidence, such as clear photographs, the packaging, production or batch information, and a clear description of the problem. Without sufficient information, it may not always be possible to determine whether a complaint is justified.
Our request to report a quality problem with a fresh product promptly is intended to allow the cause and quality to be properly assessed and does not limit the consumer's statutory rights.
12. Complaints about non-perishable products
If a non-perishable product has a defect or quality issue, we ask you to notify us as soon as possible after the problem is discovered.
Where possible, please retain the product, the original packaging and any production, best-before or batch information. This helps us investigate the complaint carefully.
Here too, our practical requests concerning notification and retention of the product do not limit statutory consumer rights.
13. Handling a justified complaint
If our assessment shows that a product does not meet what the consumer could reasonably expect from it, we will provide an appropriate remedy in accordance with the applicable statutory rules.
Depending on the circumstances, this may include replacement of the product, a suitable alternative or reimbursement of the amount due for the product.
A personal taste preference is not in itself a defect if the product otherwise conforms to the description, the agreements made and the quality that could reasonably be expected.
A problem demonstrably caused by incorrect storage, improper transport or improper use after the product was correctly delivered is not a defect for which Banketbakkerij Jullens is responsible.
14. Contact
For withdrawal, returns, complaints or questions about a reimbursement, please contact:
Banketbakkerij V.O.F. Jullens
Oude Schans 9
9934 CM Delfzijl
The Netherlands
E-mail: info@jullens.com
Telephone: +31 (0)596 613573
Website: www.jullens.com