General terms and conditions

Article 1 – Definitions

In these terms and conditions we understand the following terms to mean:

  • Reflection period : the period during which you can make use of your right of withdrawal.

  • The offer : the products that FreshFriend offers through its webshop.

  • You / your / your : any natural person or legal entity who enters into an agreement with FreshFriend or places an order via the webshop.

  • Day : calendar day.

  • Duration transaction : a distance contract relating to a series of products or services, where the delivery obligation is spread over a longer period.

  • Right of withdrawal : your right to cancel the distance contract within the cooling-off period.

  • FreshFriend : the company that offers products remotely via the webshop (hereinafter: "FreshFriend").

  • Distance contract : a contract concluded without the physical presence of the parties, via a system organised by FreshFriend.

  • Distance communication technology : means of concluding an agreement without a physical meeting.

  • General Terms and Conditions : these general terms and conditions of FreshFriend.

  • FreshFriend Partners : business partners who collaborate with FreshFriend.

Article 2 – FreshFriend data

  • Name: FreshFriend

  • Address: [Enter the business address here]

  • Email address: info@freshfriend.com

  • Chamber of Commerce number: [Enter Chamber of Commerce number]

  • VAT number: [Enter VAT number]

Article 3 – The Agreement

The agreement is concluded as soon as you accept the offer and have successfully completed the payment.
 FreshFriend usually confirms your order within 30 minutes by email.
FreshFriend reserves the right to refuse an order for valid reasons (e.g., incomplete or incorrect payment information, limited stock).
 You can report complaints via support@freshfriend.com.

Article 4 – Applicability

These terms and conditions apply to every offer and agreement between you and FreshFriend.
 You will receive access to these terms and conditions in advance and they will always be available on the website.
 For electronic transactions, the terms and conditions are provided digitally in a clear manner.
 In the event of any conflict between additional terms and conditions, you can assume that the provision that is most favourable to you will prevail.

Article 5 – The Offer

All offers are non-binding. An agreement is only formed after you place your order.
Product images are as realistic as possible, but may vary (e.g. due to the use of 3D renders).
 The offer contains all relevant information such as prices, VAT, shipping costs, return policy, payment options and variants.

Article 6 – Right of withdrawal

You can return your order within 14 days of receipt without giving any reason.
 During the cooling-off period, you must handle the product and packaging with care.
 Hygiene-sensitive products (such as opened food or supplements) are excluded from returns.
 After registering your return, you have another 14 days to return the product.

Article 7 – Costs upon Cancellation

Return costs are at your own expense, unless otherwise agreed.
 Refunds will be made within 14 days of receipt of the return shipment.
Damaged returns will not be refunded unless you can prove that the damage was not caused by your actions.
 Tip: Always take a photo of the return package with the return label visible before shipping.

Article 8 – Prices and Discounts

The price you see at the time of ordering is the applicable price.
 Prices, shipping costs and any discounts may change daily.
 Discounts do not apply retroactively to previously placed orders.

Article 9 – Warranty

FreshFriend stands for quality.

  • Premium products come with a 1-year warranty (manufacturing defects only).

  • Standard products have a 2-month warranty.

  • Clothing comes with a 6-month warranty against manufacturing defects.

  • Food products are not covered by warranty.
     Warranty claims can be submitted via support@freshfriend.com.

Article 10 – Delivery

FreshFriend aims to deliver within 30 days, unless otherwise stated.
 You will be informed of any delays. For delays exceeding 14 days, you are entitled to cancellation and a full refund.
 FreshFriend is responsible for damage or loss until delivery.
 If the package isn't picked up at a collection point and is returned, we'll charge a €5.95 return shipping fee, which will be deducted from your refund.

Article 11 – Payment

The order is only completed after successful payment via the webshop.
 Business FreshFriend Partners must pay within 14 days of invoice date.

Article 12 – Complaints procedure

Complaints can be reported within 7 days of discovery via support@freshfriend.com.
 You will receive a substantive response within 14 days.
 If the complaint is not resolved, you can contact an independent dispute committee.

Article 13 – Changes to the Terms

FreshFriend reserves the right to change these terms and conditions.
 The most recent version is always applicable and can be found on the website.
 We will inform you in a timely manner of any significant changes.
 If you disagree with the change, you may terminate the agreement before the effective date.

Finally

By placing an order with FreshFriend, you agree to these terms and conditions. Have any questions? Feel free to contact us at support@freshfriend.com.