Returns and complaints
What to do with a wrong delivery, a defect or a safety problem, and when a voluntary return is possible.
Version of 22 October 2026.
Inspection and reporting
Check a delivery as soon as possible for quantities, items, damage, labels, batch and shelf life. Note visible transport damage on the delivery note where possible and take photos. Report visible deviations within five working days of receipt and hidden defects within five working days of discovery. A later report does not automatically end your rights; we assess it according to the law. Keep the products and packaging until we have agreed what to do.
Submitting a claim
Email info@gardenofeedens.com with company name, contact person, order or invoice number, product, quantity, batch, date of receipt and a description, with photos of the product, packaging and shipping label. You need not wait until everything is complete. If something must be returned, we confirm address, packaging, transport and costs in writing. Do not send leaking or dangerous products without our instructions.
Justified claim
An opened pack, use needed to discover a hidden defect or a missing original box does not automatically rule out a claim. Incorrect storage or use only does so insofar as it caused the defect.
For a justified claim on a wrong or faulty delivery, we pay the reasonable return costs and repair or replace, or otherwise reduce the price or refund. Arrange return transport with us beforehand. What we owe we pay within 14 working days once the basis and amount are established, via the original payment method; a credit only with your consent. A claim is no reason to withhold the whole invoice: you pay the undisputed part on time.
Voluntary return
Business customers have no statutory right of withdrawal. A correctly delivered product can only be returned with our written agreement. We do not take back coffee voluntarily, not even unopened. Body care only unused and in sealed original packaging; dispensers and wall holders also unmounted, complete and undamaged. We may refuse custom, specially purchased or used products and samples. We agree beforehand what is returned, what credit follows and who bears the costs. This does not limit your rights for a defect or wrong delivery.
Safety reports and recalls
Do you suspect a product is unsafe or see a serious side effect? Stop use and further supply, set the stock aside and email info@gardenofeedens.com straight away with ‘URGENT PRODUCTVEILIGHEID’ in the subject, giving product, batch, order number, the problem and a phone number. During office hours, also call +31 20 303 39 56. Safety measures do not wait for our reply, and a report to us does not replace your own legal duty to report.
In a recall we give instructions for take-back, communication or safe destruction. You keep the stock concerned apart, retain batch and customer data and inform your own customers where needed. In acute danger, call the emergency services.
Returns from abroad
Always arrange a return from abroad in advance. Excise formalities may apply to wine even within the EU, and coffee tax to coffee from Germany; we arrange the documents before transport.
Contact
Garden of Eedens B.V., info@gardenofeedens.com, +31 20 303 39 56 (during office hours). Office and invoices: Pampuslaan 59, 1382 JM Weesp. Warehouse and returns: Ambachtstraat 24, 1382 JM Weesp.