Return Policy

Our Commitment

At Thivarelprshepan, we take pride in the quality of our handcrafted jams. We want you to be completely satisfied with your purchase. If you are not happy with your order, we are here to help.

Your Statutory Right of Withdrawal (Distance Sales)

If you are a consumer and you purchased at a distance (e.g. online, by phone) from the Netherlands or within the EU, you have a 14-day right of withdrawal under EU and Dutch consumer law. You may cancel your order without giving any reason.

• When it starts: The withdrawal period runs from the day after you (or a person you nominate) receive the goods.
• How to cancel: Inform us of your decision to withdraw by a clear statement (e.g. by email or post to the contact details below). You may use the model withdrawal form available on the European Commission’s Your Europe portal if you wish.
• Refund: If you withdraw, we will reimburse you without undue delay and in any event no later than 14 days from the day we receive your withdrawal notice. We will use the same means of payment as you used, unless you agree otherwise. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back.
• Return of goods: You must send back the goods without undue delay and in any event no later than 14 days from the day you inform us of withdrawal. You bear the direct cost of returning the goods unless we have agreed to bear it.

Exception for perishable goods: The right of withdrawal does not apply to the supply of goods that are liable to deteriorate or expire rapidly (such as food). Once the seal of a jam jar is broken, the product cannot be returned for hygiene reasons. Unopened jars may be returned within the 14-day period if you have simply changed your mind, subject to the conditions above. For defective, damaged, or incorrect items, see Return Eligibility below.

Return Eligibility

Due to the perishable nature of our food products, returns are handled on a case-by-case basis. Products may be eligible for return or replacement if:

• The product arrived damaged or broken
• The seal was compromised during shipping
• You received the wrong product
• The product is past its expiration date upon arrival

Non-Returnable Items

For food safety reasons, we cannot accept returns on:

• Opened or partially consumed products
• Products that have been stored improperly
• Items purchased more than 30 days ago
• Products without proof of purchase

How to Request a Return

To initiate a return or report an issue with your order:

• Contact us within 7 days of receiving your order
• Provide your order number and details of the issue
• Include photos of any damage if applicable
• Keep the product and packaging until we respond

Refund Process

Once we receive and approve your return request:

• We will process your refund within 5-7 business days
• Refunds are issued to the original payment method
• You will receive email confirmation when the refund is processed
• Bank processing times may vary

Replacements

In many cases, we may offer to replace damaged or incorrect items rather than issue a refund. Replacement products are shipped at no additional cost to you.

Shipping Costs

If the return is due to our error (damaged, defective, or incorrect product), we will cover all return shipping costs. For other returns, shipping costs may be the responsibility of the customer.

Contact Us

For return requests or questions about our policy, please contact us:

Thivarelprshepan
Tiendweg 38, 3709 JP Zeist, Netherlands
Email: response@thivarelprshepan.world
Phone: +31 30 692 1556

Policy Changes

We reserve the right to update this Return Policy at any time. Changes will be posted on this page with an updated revision date.