Carbon Caviar – Refund & Return Policy

 

At Carbon Caviar, we are committed to delivering the highest quality caviar under strict storage and transport conditions. As a perishable and luxury product, we apply a clear and fair refund and return policy to protect both our customers and the integrity of our brand.

 

Refund & Return Policy

At Carbon Caviar, we handle highly perishable luxury food products. Because of the nature of caviar, our refund and return policy is stricter than for standard non-perishable goods and follows applicable consumer law.

Damaged, Spoiled, or Incorrect Products

If your order arrives damaged, spoiled, or incorrect due to a delivery or fulfillment issue, you may be eligible for a full refund or replacement.

To process your claim, you must contact us within 24 hours of delivery and provide:

• your order number

• a description of the issue

• clear photo and/or video evidence of the product and packaging condition

If you received the wrong product or package, please contact us immediately so we can arrange an appropriate replacement or refund.

Perishable Products: No Right of Withdrawal

Because caviar is a perishable food product, the statutory 14-day right of withdrawal does not apply.

Under Article 6:230p of the Dutch Civil Code (Burgerlijk Wetboek), the right of withdrawal is excluded for goods that are liable to deteriorate or expire rapidly, such as fresh food products and beverages. This means that food items purchased online cannot be returned simply because the customer changes their mind, unless there is a problem with the product, such as a quality issue or an incorrect delivery.

For that reason, once caviar has been delivered in good condition, returns and cancellations are generally not possible.

Exceptional Return Cases

In exceptional situations, for example where sealed tins were delivered in error, Carbon Caviar may consider accepting a return, provided that:

• the product remains unopened and fully sealed

• the product has been kept refrigerated between 0°C and 4°C

• the request is made within 24 hours of delivery

• the return is pre-approved by our customer service team

Any acceptance of a return is entirely at Carbon Caviar’s discretion.

Conditions and Limitations

All refund or return claims are subject to the following conditions:

• Claims must be submitted within 24 hours of receipt

• Products must have been stored according to our handling instructions upon arrival, including refrigeration between 0°C and 4°C

• We do not offer refunds or returns based on personal taste preferences

• Shipping costs are non-refundable, except where the issue was caused by delivery failure or an error on our side

Non-Perishable Products

For products sold by Carbon Caviar that are not food products or otherwise not perishable, consumers may have the right to withdraw from the purchase within 14 days of receipt, as required by law for distance purchases made via our website or by telephone.

During this period, the product and packaging must be handled with care. The product may only be unpacked or used to the extent necessary to assess whether you wish to keep it. If you exercise this right, the product must be returned, where reasonably possible, in its original condition and packaging, including all supplied accessories.

Unless otherwise agreed, the cost of return shipping is the responsibility of the customer. If a refund is due, Carbon Caviar will reimburse the amount paid as soon as possible and no later than 30 days after receiving the returned product or confirmation of withdrawal, where applicable.

How to Submit a Claim

Please contact our customer service team within 24 hours of receiving your order:

Email: info@carboncaviar.com
Phone: +31 6 39303636

Please include your order number, a clear description of the issue, and supporting photos or videos.