Shipping & Returns Policy

This policy provides detailed information about shipping methods, delivery times, costs, and return procedures for orders placed through mateaplus.nl.

Company Details:

  • maTEA+ (Vennootschap Onder Firma)
  • Address: Haagdijk 171, 4811TR Breda, Netherlands
  • Email: contact@mateaplus.nl
  • Phone: +31 6 57909397
  • KVK: 99359286

PART 1: SHIPPING POLICY

1. Shipping Area

Netherlands (Nationwide):

  • We ship to all addresses within the Netherlands
  • Includes mainland and accessible islands (Waddeneilanden – additional fees may apply)

Breda Local Area:

International Shipping:

  • Not currently available
  • EU expansion planned for future (date TBD)

2. Shipping Methods

Standard Shipping:

  • Carrier: PostNL or equivalent reliable courier
  • Service: Brievenbuspakje or Pakket (depending on order size)
  • Tracking: Provided when available

Premium/Express Shipping:

  • Not currently offered
  • May be added in future based on demand

3. Processing Time

Order Processing:

  • Standard: 1-3 business days
  • Orders placed before 14:00 CET on business days are typically processed the same day
  • Orders placed after 14:00 CET or on weekends/holidays are processed the next business day

Business Days:

  • Monday – Friday (excluding Dutch national holidays)

What “processing” means:

  1. Payment verification
  2. Order preparation and packaging
  3. Quality check
  4. Handoff to shipping carrier

4. Delivery Time

Estimated Delivery (after dispatch):

  • Standard Netherlands: 2-5 business days
  • Waddeneilanden: 3-7 business days
  • Total time (order to delivery): 3-8 business days

Important Notes:

  • Delivery times are estimates, not guarantees
  • Delays may occur due to postal service volume, weather, holidays
  • We are not liable for carrier delays beyond our control

5. Shipping Costs

Pricing Structure:

  • Calculated at checkout based on:
    • Order weight
    • Delivery location
    • Packaging requirements

Free Shipping Promotions:

  • May be offered during promotional periods
  • Threshold (if applicable) displayed at checkout
  • Applies to Netherlands only

Example Rates (subject to change):

  • Orders under 100g: €3.95
  • Orders 100-250g: €4.95
  • Orders 250-500g: €5.95
  • Orders 500g+: €6.95

Exact rates displayed at checkout before payment.

6. Tracking Your Order

Order Confirmation:

  • Sent immediately after successful payment
  • Contains order number, items, total, estimated delivery

Dispatch Notification:

  • Sent when order is handed to carrier
  • Includes tracking number (when available)

Tracking Your Package:

  • Use tracking number on PostNL website: postnl.nl/tracktrace
  • Allow 24 hours after dispatch for tracking to activate

No Tracking Number?

  • Some shipments (brievenbuspakje) may not include tracking
  • Contact us if you haven’t received your order within 10 business days

7. Delivery Process

Standard Delivery:

  • Delivered to address provided at checkout
  • May require signature (depending on package size/value)
  • Left with neighbor if you’re not home (PostNL standard procedure)

Delivery Issues:

  • Incorrect address provided: You are responsible for additional shipping costs
  • Refused delivery: You may be charged return shipping costs
  • Lost package: Contact us within 10 business days; we will investigate with carrier

8. Packaging

Sustainability:

  • We use recyclable materials whenever possible
  • Packaging designed to protect products during transit

What to Expect:

  • Products shipped in sealed, labeled bags
  • Outer packaging: cardboard box or padded envelope
  • Includes invoice and product information

9. Holidays and Peak Periods

Potential Delays During:

  • Dutch national holidays
  • December holiday season
  • Summer vacation period (July-August)
  • Postal strikes or carrier disruptions

We will notify you of any expected delays via email or website banner.

10. International Orders

Currently Not Available:

  • We do not ship outside the Netherlands at this time
  • EU expansion planned but no confirmed date

Interested in International Shipping?

PART 2: RETURNS & REFUNDS POLICY

1. Right of Withdrawal (14-Day Cooling-off Period)

EU Consumer Protection: Under Dutch law, you have 14 days to return products without giving a reason.

Period Starts:

  • The day you (or a designated third party) receive the product

How to Initiate Return:

  1. Email contact@mateaplus.nl within 14 days
  2. Include: order number, name, product(s) to return, reason (optional)
  3. Wait for return confirmation and instructions
  4. Return products within 14 days of notification

2. Conditions for Returns

Products Must Be:

  • ✅ In original, unopened, sealed packaging
  • ✅ In new, unused condition
  • ✅ With all original labels attached
  • ✅ Accompanied by original invoice

Products Cannot Be Returned If:

  • ❌ Packaging has been opened or unsealed
  • ❌ Product shows signs of use or consumption
  • ❌ Product has been stored improperly
  • ❌ More than 14 days have passed since delivery

3. Hygiene Exception for Food Products

Important Legal Notice: Under Article 6:230p(f) of the Dutch Civil Code, the right of withdrawal does not apply to unsealed food products for hygiene and health protection reasons.

What This Means:

  • Once you open the sealed packaging, you cannot return the product
  • This is a legal requirement for all food businesses in the Netherlands
  • No exceptions can be made for hygiene safety

Before Opening:

  • Inspect package for damage
  • Check “best before” date
  • Review product information on label
  • Contact us immediately if you receive wrong or damaged products

4. Return Shipping

Who Pays:

  • You pay return shipping for standard returns (change of mind)
  • We pay return shipping for defective, damaged, or incorrect products

How to Return:

  1. Pack securely in original or similar packaging
  2. Ship via PostNL or trackable courier (recommended)
  3. Keep proof of shipment (receipt, tracking number)
  4. Email tracking number to contact@mateaplus.nl

Return Address: maTEA+
Haagdijk 171
4811TR Breda
Netherlands

Risk:

  • Returns are at your risk until received by us
  • We recommend insured/tracked shipping for valuable returns

5. Defective or Incorrect Products

If You Receive Wrong or Damaged Product:

  1. Contact us within 7 days of delivery
  2. Provide photos of product and packaging
  3. Describe the issue clearly
  4. Do not discard packaging or product

Our Response:

  • We will investigate immediately
  • Options: replacement, full refund, or partial refund
  • We cover all return shipping costs
  • Expedited replacement sent if available

Common Issues:

  • Damaged in transit: Refund or replacement
  • Wrong product sent: Correct product shipped immediately
  • Missing items: Missing items shipped at no cost
  • Quality issue: Refund or replacement

6. Refund Process

Timeline:

  • We inspect returned products within 3 business days of receipt
  • If approved, refund processed within 14 days

Refund Method:

  • Same payment method used for original purchase
  • Bank transfer processing time: 3-5 business days

What’s Refunded:

  • Product cost (full amount)
  • Original shipping cost (only if product was defective/incorrect)

What’s NOT Refunded:

  • Return shipping cost (unless we were at fault)
  • Products that don’t meet return conditions

Refund Denial: If return doesn’t meet conditions:

  • We will notify you via email
  • You may request product be returned to you (at your cost)
  • Product disposed of if not claimed within 30 days

7. Exchanges

Direct Exchanges Not Available:

  • We do not offer direct product exchanges
  • Process: Return unwanted item → receive refund → place new order

Why:

  • Ensures inventory accuracy
  • Faster processing times
  • Clearer transaction records

8. Cancellations

Before Shipment:

  • Email contact@mateaplus.nl immediately
  • If not yet shipped, we will cancel and issue full refund
  • If already shipped, standard return policy applies

After Shipment:

  • You may refuse delivery and contact us for refund
  • Or receive package and follow standard return procedure

9. Non-Delivery

Package Not Received:

  1. Check tracking status on PostNL website
  2. Ask neighbors if package was left with them
  3. Wait 10 business days from order date
  4. If still not received, contact us: contact@mateaplus.nl

Our Action:

  • Investigate with shipping carrier
  • File claim if package confirmed lost
  • Resend order or issue full refund

10. Special Circumstances

Best Before Date Issues:

  • If product arrives near expiration and you contact us before opening, we’ll replace or refund

Allergy Concerns:

  • All allergen information is listed on product pages and labels
  • If you have specific allergy questions, contact us before ordering
  • Opened products cannot be returned for allergy reasons if information was provided

Bulk Orders:

  • Contact us before ordering large quantities
  • We may arrange sample tasting to avoid returns

11. Contact for Returns & Shipping Questions

Email: contact@mateaplus.nl
Phone: +31 6 57909397
Response Time: Within 2 business days

Include in Your Message:

  • Order number
  • Product name(s)
  • Clear description of issue
  • Photos (if damaged/defective)
  • Your preferred resolution

Summary: Key Points

✅ Netherlands-wide shipping: 2-5 business days
✅ 14-day return period: For unopened products
❌ No returns for opened food: Hygiene exception applies
✅ Defective products: Full refund or replacement
📦 Track your order: Via PostNL with tracking number
💶 Refund timeline: Within 14 days of approved return

Questions? Contact us at contact@mateaplus.nl

maTEA+ – Vennootschap Onder Firma
KVK: 99359286 | BTW: NL868951936B01
Haagdijk 171, 4811TR Breda, Netherlands

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