Return Policy

At Van Tilburgh, we want you to love every bite. Because we specialize in premium, perishable, and frozen foods, we have specific guidelines in place to ensure both quality and safety. If something isn’t right with your order, please read our policy below and reach out, we’re here to help!

1. What Qualifies for a Resolution?
We are happy to offer a replacement or refund in the following situations:

  • Damaged or Defective Products: e.g., broken packaging, or items that arrived thawed or spoiled.

  • Incorrect Items Delivered: e.g., you ordered Wagyu beef bitterballen but received something else.

Please note: Due to strict food safety standards, we cannot accept returns or issue refunds for a change of mind or personal taste preferences.

2. Timeframe for Reporting
Please inspect your order immediately upon delivery. To be eligible for a replacement or refund, you must contact us within 24 to 48 hours of receiving your order. After this period, we are unable to process requests, as we cannot verify if spoilage occurred during transit or due to improper storage after delivery.

3. How to Report an Issue
If there is a problem with your order, please follow these steps:

  1. Reach Out: Contact us via our Line QR code or Business WhatsApp.

  2. Provide Details: Give us your order number and a brief description of what went wrong.

  3. Attach Photos: Please include clear photos of the damaged or incorrect product and its packaging. (This helps us improve our shipping process!)

4. The Resolution Process
Because we deal in perishable goods, we generally do not ask you to ship damaged food back to us.

  • For Individual Customers: Once we review your photos and approve the claim, we will arrange to send a replacement order or issue a refund.

  • For Businesses: For our wholesale B2B partners, we will work with you immediately to replace damaged goods or issue a credit for your next purchase to ensure your kitchen keeps running smoothly.

5. Refunds

  • If a refund is approved, it will be processed to your original payment method within 7 to 14 business days, depending on your bank.

  • Original shipping fees are non-refundable unless the error or damage was entirely our fault.

6. Non-Returnable Items

  • Opened or partially consumed products (unless proven defective).

  • Any perishable item reported more than 48 hours after delivery.

7. Questions? Need help with a return or have a question about your order? Reach out via line @vantilburgh.