Refund policy
Returns and cancellations
Want to withdraw from your purchase or request a return? Open your order to submit a return or cancellation request. You can also notify us directly at info@acaiamsterdam.nl or by post to Acai Amsterdam / Brazil Abroad, Emanzana 9, 1103 AV Amsterdam, the Netherlands. Include your name and order number. You do not have to give a reason. If the option is missing from your account, contact us directly; this does not restrict your statutory rights.
Deadlines and product conditions
For products covered by the statutory right of withdrawal, you can withdraw without giving a reason up to 14 days after receiving the last product in your order. If the deadline falls on a weekend or public holiday, the next working day applies. After notifying us, you have another 14 days to send the product back or make it available for agreed collection.
Supplements, granola, accessories and appliances are not excluded solely because of their category or a promotional offer. Handle products carefully and only as necessary to assess their nature, characteristics and functioning. Include accessories and, where reasonably possible, original packaging. Diminished value caused by handling beyond this may be deducted.
Statutory exceptions may apply to goods that deteriorate or expire rapidly and sealed goods unsuitable for return for health or hygiene reasons once opened. The latter exception applies only where the legal conditions are met and you were informed before purchase. Opening ordinary packaging does not automatically make a product non-returnable.
Frozen fruit purée
We retain our existing return option for frozen fruit purée: notify us within 14 days of receipt; packaging must remain sealed and the product must not have thawed. Follow storage instructions and contact us for suitable collection. Do not send frozen products by ordinary parcel post. Your rights for an incorrect, damaged or faulty product remain.
Charges and refunds
For a change-of-mind return, return shipping or collection arranged by us costs €15.95 per return. We will agree collection and instructions with you. There is no restocking fee. We do not charge this ordinary return fee for an incorrect or faulty product we delivered.
On withdrawal, we refund the amount due within 14 days of your notification using the original payment method unless you agree to another method at no cost. A full withdrawal includes original standard delivery charges; partial returns do not automatically include them. A surcharge for a more expensive delivery method need not be refunded. If we are not collecting the goods ourselves, we may wait for the goods or evidence of return shipment, whichever arrives first. Applicable return costs and justified deductions for diminished value will be clearly stated.
Cancellations and problems
Request cancellation as soon as possible through your order or info@acaiamsterdam.nl. Before dispatch, we will check whether shipment can still be stopped. Any applicable right of withdrawal remains after dispatch.
If you receive an incorrect, damaged or thawed product, contact info@acaiamsterdam.nl or +31 (0)6 341 42 080 as soon as possible. Include your order number and explain the problem; photos can help. Do not use a product if you doubt its safety. We will arrange an appropriate solution while preserving your statutory rights.
Example withdrawal notice
To Acai Amsterdam / Brazil Abroad, Emanzana 9, 1103 AV Amsterdam, the Netherlands, info@acaiamsterdam.nl: I hereby withdraw from the contract for [products]. Order number: […]. Ordered on / received on: […]. Name and address: […]. Date: […]. Signature (only on paper): […]. This example is optional; another clear statement is sufficient. Applicable terms and statutory rights continue to apply to existing orders.
