Refund policy

Return & Refund Policy

We want you to be happy with your Bone Broth Mama order.

Online cancellations and returns

For products to which the statutory right of withdrawal applies, you may withdraw from your purchase without giving a reason before delivery and for up to 14 days after receiving the product. For an order delivered in separate shipments, the period starts after delivery of the last item.

You can submit an eligible cancellation or return request through our Online Returns & Cancellations function in your Bone Broth Mama customer account. You may also notify us by email at bonebrothmama@icloud.com. Using the online function is an additional option and does not limit your right to notify us by another permitted method.

If you use the online function, you will receive confirmation of your request.

Chilled and perishable products

The statutory right of withdrawal does not apply to goods that are liable to deteriorate or expire rapidly. This can include refrigerated foods and beverages with a short shelf life.

Where a Bone Broth Mama chilled product falls within this statutory exception, it cannot be returned simply because you have changed your mind.

This exception does not affect your statutory rights if a product arrives damaged, defective, incorrect, unsafe, or otherwise does not conform to your order.

Please refrigerate chilled products immediately after delivery or pickup and follow the storage instructions provided with the product.

Products eligible for withdrawal

For products that are not subject to a statutory exception, you may exercise your right of withdrawal within 14 days of receipt.

After notifying us that you are withdrawing from the purchase, you must send the eligible product back within 14 days.

Products may be inspected in the same way that you reasonably could in a physical shop. You may be responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the product.

Return shipping

For returns made under the statutory right of withdrawal, the customer is responsible for the direct cost of returning the product, provided this was communicated before purchase.

If a product is damaged, defective, incorrect, or otherwise does not conform to your order, we will cover the reasonable costs associated with the appropriate remedy.

Refunds

For a valid withdrawal, we will refund the amounts required by applicable consumer law. If you withdraw from the entire order, this includes the cost of standard outbound delivery. Additional costs resulting from choosing a more expensive delivery method are not refundable beyond the cost of our standard delivery option.

Refunds will be made within 14 days after we receive your withdrawal notice. Where goods must be returned, we may wait until we receive the goods or you provide evidence that they have been returned.

Unless otherwise agreed, refunds will be made using the same payment method used for the original purchase.

Damaged, incorrect or defective products

If your order arrives damaged, incorrect, defective, unsafe, or otherwise not as expected, please contact us as soon as possible at bonebrothmama@icloud.com.

Please include your order number and, where relevant, photographs of the product and packaging so we can assess the issue.

If we confirm that the product does not conform to your order, we will provide an appropriate remedy in accordance with applicable consumer law.

Return address

Eligible returns should be sent to:

BONE BROTH MAMA: Nieuwe Hemweg 4E, 1013 BG Amsterdam

Please contact us before returning a product so that we can correctly identify your return.