Warranty and complaints
We offer a warranty on the products you have purchased. If you handle our products carefully and store and use our raw materials carefully, we guarantee that they will last for at least a certain period (see below). If they do not last as long as you could reasonably expect, we will replace the product or refund the cost to you (at our discretion).
You may have a complaint regarding our products, but also regarding our services or, for example, about how an order was delivered. Below, we indicate what you can do.
Please note: the expiration date is not a final expiration date! It is a guideline. If you handle the product reasonably carefully, we expect it to be usable at least until the expiration date. If you handle it carefully, it can last (much) longer.
Unfortunately, we cannot indicate this expiration date in the webshop. That would make the products much more expensive than they are now, because keeping track of this is a lot of work.
We almost always guarantee that the expiration date indicated on the product is at least 4 full months in the future at the time we ship the goods. There are a few exceptions to this, for raw materials with a relatively short shelf life. In that case, it is indicated in the webshop next to the product that the shelf life may be shorter than these four months. The expiration date may also be shorter for clearance items; this is almost always indicated.
B22 – EXP 10/2029
This means Batch 22, expires after October 2029. We will therefore ship these no later than the end of June 2029 (unless otherwise indicated in the product description).
Please note that the expiration date varies not only by product but possibly also by delivery. Last time, the castor oil had an expiration date 16 months in the future; now it could easily be 8 months (or vice versa).
The warranty on raw materials is never longer than the expiration date indicated on the packaging. If there is no expiration date indicated on the packaging, or if the expiration date is at least a year in the future, then we offer a warranty for at least one year after delivery, provided you have used and stored the raw materials correctly.
Correctly means:
Refrigerator: in general, the refrigerator or freezer is not suitable for storing our raw materials. Condensation may form inside the packaging, causing powders to clump or even mold. Fragrances can spoil everything in the refrigerator with their scent, including all kinds of other fragrances. Flammable liquids can cause an explosion hazard.
Send an email with your complaint to our customer service. We will handle the complaint and do our best to resolve it.
In cases where this is not possible, you as a consumer can use the European dispute mediation platform ODR: ec.europa.eu/consumers/odr
You may have a complaint regarding our products, but also regarding our services or, for example, about how an order was delivered. Below, we indicate what you can do.
Warranty
In most cases, we offer a one-year warranty, but there are a few exceptions.Raw Materials
Almost all raw materials we sell have a limited shelf life. The shelf life depends on many factors, which is why we cannot specify it exactly. To provide our customers with guidance, in most cases, an expiration date is printed on the packaging of the raw materials.Please note: the expiration date is not a final expiration date! It is a guideline. If you handle the product reasonably carefully, we expect it to be usable at least until the expiration date. If you handle it carefully, it can last (much) longer.
Unfortunately, we cannot indicate this expiration date in the webshop. That would make the products much more expensive than they are now, because keeping track of this is a lot of work.
We almost always guarantee that the expiration date indicated on the product is at least 4 full months in the future at the time we ship the goods. There are a few exceptions to this, for raw materials with a relatively short shelf life. In that case, it is indicated in the webshop next to the product that the shelf life may be shorter than these four months. The expiration date may also be shorter for clearance items; this is almost always indicated.
Expiration date
The expiration date is indicated on the right side of the label. For example, it might say something like this:B22 – EXP 10/2029
This means Batch 22, expires after October 2029. We will therefore ship these no later than the end of June 2029 (unless otherwise indicated in the product description).
Please note that the expiration date varies not only by product but possibly also by delivery. Last time, the castor oil had an expiration date 16 months in the future; now it could easily be 8 months (or vice versa).
The warranty on raw materials is never longer than the expiration date indicated on the packaging. If there is no expiration date indicated on the packaging, or if the expiration date is at least a year in the future, then we offer a warranty for at least one year after delivery, provided you have used and stored the raw materials correctly.
Correctly means:
- cool (15-18 °C is ideal) – but NOT in the refrigerator
- dry – so not in a damp cellar or garden shed
- dark
- in the airtight, sealed original packaging
Refrigerator: in general, the refrigerator or freezer is not suitable for storing our raw materials. Condensation may form inside the packaging, causing powders to clump or even mold. Fragrances can spoil everything in the refrigerator with their scent, including all kinds of other fragrances. Flammable liquids can cause an explosion hazard.
Glass
Glass products can break. Therefore, we cannot provide a guarantee against breakage on glass products. There is one exception to this: if breakage is reported immediately upon receipt. For this reason, we also advise you to check your delivered products for breakage immediately upon arrival. Glassware made of borosilicate glass is stronger and more heat-resistant than ordinary glass; however, this glass can also break. You must handle it with care, and unfortunately, we cannot provide a guarantee against breakage in this case either.Leniency
Do you believe that the warranty for a specific product should be longer than one year? Then please feel free to ask us for a warranty even after two or three years; we will consider any reasonable request. If we share your opinion, we will continue to provide a warranty even after the 1-year term.Procedure
If you wish to invoke our warranty: send an email to our customer service. Please state which product you would like a warranty for and why. Also provide the invoice number so that we know which delivery it relates to.Complaints
If you have a complaint about a product or our services, you can do the following.Send an email with your complaint to our customer service. We will handle the complaint and do our best to resolve it.
In cases where this is not possible, you as a consumer can use the European dispute mediation platform ODR: ec.europa.eu/consumers/odr