Terms of service
Terms of Service – Banketbakkerij Jullens
Last updated: 8 September 2026
1. Scope
These Terms of Service apply to offers, orders, purchases, deliveries and payments made with Banketbakkerij V.O.F. Jullens, both through our online store and for orders placed directly with us.
Where these terms refer to statutory consumer rights, those rights apply to customers acting as consumers. Additional or different arrangements may be made for business customers.
Any separately agreed written arrangements take precedence over these Terms of Service.
2. Offers and conclusion of an order
We make every reasonable effort to present our products, prices, images and product information accurately and keep them up to date.
Because a large part of our range is made by hand in an artisanal manner, the appearance of a delivered product may differ slightly from a photograph on the website. This does not affect the quality or the agreed characteristics of the product.
An order becomes final after it has been received and confirmed by us.
If an ordered product unexpectedly proves unavailable, we will contact you as soon as possible. If no suitable alternative is agreed, any amount already paid for the unavailable product will be refunded.
Obvious pricing, input or programming errors do not bind Banketbakkerij Jullens where it should reasonably have been clear to the customer that an error had occurred. If payment has already been made, the relevant amount will be refunded.
3. Customer and delivery details
The customer is responsible for providing correct and complete information required to fulfil the order.
This includes, among other things, name, e-mail address, telephone number and, where applicable, the correct delivery address.
Changes relevant to an order that has already been placed must be communicated to us as soon as possible. If an order is already in production or in transit, it may no longer be possible to make the requested change.
4. Prices and payment
All prices shown to consumers include VAT unless expressly stated otherwise.
Any delivery or shipping charges are shown before the order is completed or are agreed separately with the customer.
Orders placed through the online store are paid using the payment methods offered during the ordering process.
For orders placed by e-mail and delivered by Banketbakkerij Jullens, we prefer payment via a bank QR code provided by us.
Cash payment on delivery is also possible.
Card payment at the door is not possible because we do not have a mobile card terminal.
Where other payment arrangements have expressly been agreed in advance, for example payment on account, those separate arrangements apply.
5. Order cut-off times and preparation time
Orders through the online store are subject to a daily cut-off time of 22:50.
An order placed before 22:50 can in principle be fulfilled from the next available delivery or collection day, insofar as the selected product and available planning allow this.
From 22:50 onwards, the earliest available delivery or collection date moves forward by one day.
For orders placed by e-mail, the cut-off time for delivery on the next working day is 16:45.
Some products, larger quantities, wedding cakes, personalised products or other special orders may require a longer preparation time. Where applicable, this will be stated with the product or agreed separately with the customer.
6. Collection and delivery
Collection takes place at:
Banketbakkerij Jullens
Oude Schans 9
9934 CM Delfzijl
The Netherlands
Delivery is available within the areas and subject to the conditions offered in the online store at that time.
Whether delivery is available and which delivery charges apply may depend, among other things, on the delivery address, distance and order value. The current delivery options and charges are shown during the ordering process.
We make every reasonable effort to meet an agreed delivery day.
Any stated or indicated delivery time or time window is generally an estimate unless an exact time has expressly been agreed.
If delivery on a specific date is essential to the purpose of the order - for example for a wedding, birthday, meeting or another occasion clearly tied to a date - we will respect the statutory rights that apply to such an agreed delivery date.
7. No one present at the delivery address
The customer must ensure that the order can be received at the agreed delivery address.
If no one is present at the first delivery attempt, we will, where practically possible, try once more later at the same address.
If no one is present at the second delivery attempt either, we will leave a card stating the times of the delivery attempts.
The card will also state that the order will not be offered for delivery again and can thereafter be collected from Banketbakkerij Jullens.
The order can then be collected during our applicable opening hours at:
Banketbakkerij Jullens
Oude Schans 9
9934 CM Delfzijl
The Netherlands
8. Risk and title
For sales to consumers, the risk of loss or damage during delivery remains with Banketbakkerij Jullens until the order has been received by the customer or by a third party designated by the customer, insofar as required by law.
Title to delivered products passes after full payment of the agreed amount has been received.
9. Cancellation before delivery or collection
If you wish to cancel an order before it is delivered or collected, please contact us as soon as possible.
For standard products, we can often process a cancellation as long as the order has not yet been shipped or specifically taken into preparation for the customer.
For fresh products, custom-made items, personalised products and other products made specifically for an order, Banketbakkerij Jullens allows cancellation as long as production or specific preparation of the order has not yet begun.
This option to cancel before production begins is an additional service offered by Banketbakkerij Jullens and is separate from the statutory right of withdrawal. Any statutory rights relating to standard products remain unaffected.
10. Right of withdrawal for distance contracts
For a distance contract, for example through our online store or by email, products for which the law provides a right of withdrawal are generally covered by a statutory withdrawal period of 14 days. The statutory exceptions for, among others, perishable and personalised products continue to apply.
Exceptions for fresh, perishable, sealed and personalised products
The statutory right of withdrawal does not apply, among other things, 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;
- goods which are liable to deteriorate or expire rapidly;
- sealed goods which are not suitable for return due to health protection or hygiene reasons and which were unsealed after delivery.
These exceptions are laid down in Article 6:230p(f)(1), (2) and (3) of Book 6 of the Dutch Civil Code.
At Banketbakkerij Jullens this may include, among other things, fresh pastries, cakes and other perishable products, as well as photo cakes, logo cakes, cakes with text and other products made specifically to the customer's wishes or specifications. The exception for sealed goods applies only where the statutory conditions for that exception are met.
The official Dutch legislation can be found here: Official Dutch legislation - Article 6:230p BW.
Non-perishable products
For ordinary non-perishable products to which no statutory exception applies, the statutory right of withdrawal remains in force.
Where the right of withdrawal applies, the consumer may exercise it through the available online withdrawal function or by clearly informing us in another legally permitted manner that he or she wishes to withdraw from the contract.
The availability of an online withdrawal function does not alter the statutory exceptions in which no right of withdrawal exists.
Returning a product
Following a valid withdrawal, the product must be returned without undue delay and no later than 14 days after the withdrawal notice, or brought back to Banketbakkerij Jullens, unless the law provides otherwise in the specific case.
Banketbakkerij Jullens may withhold the refund until we have received the product or until the consumer has provided evidence that the product has actually been returned, whichever occurs first.
Until the returned product has been received, or sufficient proof of return has been provided, the refund does not yet have to be made.
Condition of the returned product and diminished value
A consumer may inspect or handle 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 is reasonably necessary for that purpose, the consumer may be liable for the resulting diminished value.
For food products, for example, consuming a substantial part of the contents may clearly go beyond what is reasonably necessary to assess the product.
The amount of any diminished value depends on the condition in which the product is returned and may, where the product has lost all or nearly all of its value, amount to the full value of the product concerned.
The consumer therefore cannot automatically claim a full refund for a product that has been substantially consumed, damaged or otherwise reduced in value.
This follows from Article 6:230s(3) of the Dutch Civil Code.
The official Dutch legislation can be found here: Official Dutch legislation - Article 6:230s BW.
Return costs and refunds
The direct cost of returning the goods is borne by the customer, unless the return results from an error or defect for which Banketbakkerij Jullens is responsible.
In the event of a valid withdrawal, we will refund the amounts due within the statutory period that applies.
In accordance with Article 6:230r(4) of the Dutch Civil Code, Banketbakkerij Jullens may wait with the refund until the product has been received back or the consumer has shown that the product has been returned.
If an entire order is withdrawn, the cost of the least expensive standard delivery of the original order will also be refunded where legally required. Additional costs resulting from a more expensive delivery method chosen by the customer will not be refunded.
The official Dutch legislation can be found here: Official Dutch legislation - Article 6:230r BW.
11. Complaints and quality
Banketbakkerij Jullens stands behind the quality of its products. If a product does not meet what you could reasonably expect, please contact us as soon as possible.
Fresh and perishable products
For a visible quality issue with a fresh or perishable product, we ask you preferably to report it on the same day.
Keep the product and, where applicable, store or transport it chilled in accordance with the usual storage instructions.
Where reasonably possible, we ask you to keep the product so that we can assess the complaint and the quality. Photographs may also be helpful.
Non-perishable products
For a visible quality issue with a non-perishable product, we ask you to report it as soon as possible, preferably within a few working days after discovering the issue.
Keep the product and, where relevant, the packaging and production or batch information so that we can investigate what happened.
Statutory rights
The requests above to report issues promptly are intended to allow food complaints to be assessed properly. They do not restrict the statutory rights of a consumer where a product does not conform to the contract.
For a justified complaint, we will provide an appropriate remedy in accordance with the law. Depending on the circumstances, this may include replacement or a refund.
A personal taste preference is not in itself a quality defect where the product otherwise complies with the description, the agreement and the quality that could reasonably be expected.
Complaints demonstrably caused by incorrect storage, improper transport or misuse after the product was correctly delivered do not constitute a defect for which Banketbakkerij Jullens is responsible.
12. Refunds
Where a refund is due, we will refund the amount owed using the same payment method used for the original payment, unless a different method is expressly agreed with the customer.
Refunds are made within the applicable statutory period, taking into account the rules on receiving or proving the return shipment and any diminished value.
Our separate Return and Refund Policy also applies to the specific rules concerning returns, withdrawal and refunds.
13. Force majeure and unforeseen circumstances
Exceptional circumstances may arise that prevent us from fulfilling an order, or from doing so at the agreed time, such as severe weather, prolonged power or system failures, failure of essential services, government measures or other circumstances reasonably beyond our control.
If such a situation occurs, we will contact the customer as soon as possible and try to reach an appropriate solution together.
This provision does not restrict any rights the customer has under mandatory consumer law where delivery ultimately does not take place or is not made on time.
14. Privacy
Personal data required to fulfil an order is processed in accordance with our Privacy Policy and applicable data protection law.
15. Changes to these terms
Banketbakkerij Jullens may update these Terms of Service from time to time, for example because of changes in legislation, business operations or services.
In principle, the terms in force at the time an order was placed apply to that order.
16. Applicable law and disputes
Agreements with Banketbakkerij Jullens are governed by Dutch law to the extent permitted by law.
In the event of a complaint or dispute, we will first try to find a solution together with the customer.
If a dispute is brought before a court, the court having jurisdiction under the applicable statutory rules will have jurisdiction. This clause does not restrict statutory consumer rights.
17. Contact details
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