Refund policy

We want you to be happy with what you ordered. Below you will find exactly how returns and refunds work at TurkelloFoods, and what your rights are under European consumer law.

Your right to cancel (14 days)

You have 14 days from the day you receive your order to tell us you want to cancel it. You do not have to give a reason.

After you have told us, you have a further 14 days to send the items back.

This right applies to every order placed in the European Union, including items bought on sale or with a discount code.

Which items can be returned

Items can be returned if they are unopened, unused and in their original sealed packaging.

We cannot accept returns of:

  • Food that has been opened or whose seal has been broken. This is a hygiene and food-safety requirement, and is permitted under Article 16 of EU Directive 2011/83/EU.
  • Products past their best-before date at the moment you return them.
  • Items made or put together specially for you.

These exceptions do not apply if the product arrived damaged, faulty, or is not what you ordered. See Damaged, wrong or missing items below.

How to start a return

  1. Email info@turkellofoods.com with your order number and which items you want to return.
  2. We reply with a free return label and instructions.
  3. Send the parcel back using that label.

Please always register your return with us first, so we can match the parcel to your order. Parcels sent back without notice can take considerably longer to process.

Return address (only after you have registered your return):
TurkelloFoods, Vestastraat 118, 1829 XT Alkmaar (Oudorp), Netherlands

What it costs you

  • Return shipping is free. We send you the label.
  • No restocking fee.
  • We also refund the standard delivery cost you paid on the original order when you cancel the whole order.

Refunds

Once your return reaches us we check it and let you know the outcome. If it is approved, we refund you within 14 days, using the same payment method you paid with. You pay nothing for the refund itself.

Your bank or card issuer may need a few extra days to show the money in your account. If more than 14 days have passed since we confirmed your refund and you still see nothing, please contact us.

Damaged, wrong or missing items

Please check your order when it arrives. If something is damaged, faulty, missing, or simply not what you ordered, contact us as soon as you notice and send a photo if you can.

We will replace it or refund it. This is separate from the 14-day cancellation right above: under EU law you have a two-year legal guarantee that goods match what was described and are of satisfactory quality. Return shipping in these cases is always on us.

Exchanges

The quickest way is to return the item you have and place a new order for the one you want. That way you are not waiting for the return to arrive before the new item is sent.

Questions

Email info@turkellofoods.com or message us on WhatsApp at +31 6 25 40 27 66. We answer every message ourselves, usually within one working day.

TurkelloFoods · Vestastraat 118, 1829 XT Alkmaar (Oudorp), Netherlands · KvK 92105726 · VAT NL004937451B72