Refund policy
Right of Withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period is 14 days from the day on which you or a third party named by you, who is not the carrier, took possession of the last item.
In the case of a contract for the delivery of goods in multiple partial shipments or pieces, the withdrawal period is 14 days from the day on which you or a third party named by you, who is not the carrier, took possession of the last partial shipment or the last piece.
In the case of a contract for the regular delivery of goods over a fixed period of time, the withdrawal period is 14 days from the day on which you or a third party named by you, who is not the carrier, took possession of the first item.
To exercise your right of withdrawal, you must inform us (Jurassic Fruit GmbH, Lützowstr. 28 a, 45141 Essen, email: fruchtversand@jurassicfruit.com, phone number: +49 201 75 89 96 50) of your decision to withdraw from this contract by means of a clear statement (e.g., a letter sent by post or email). You may use the attached sample withdrawal form, but this is not mandatory.
To meet the withdrawal deadline, it is sufficient for you to send your notification of exercising the right of withdrawal before the withdrawal period has expired.
Consequences of Withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the additional costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us), without undue delay and no later than fourteen days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless expressly agreed otherwise with you; in no event will you be charged any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earlier.
You shall send back or hand over the goods to us without undue delay and in any event not later than fourteen days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of fourteen days has expired.
You will bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
Exclusion or Premature Expiry of the Right of Withdrawal
The right of withdrawal does not apply to contracts for the supply of food or other goods that are liable to deteriorate or expire rapidly (Section 312g(2) No. 2 BGB). This includes all fresh fruits, vegetables, and other perishable products. For these food products, the right of withdrawal is excluded.
However, if a food product arrives damaged, spoiled, or otherwise defective, you may submit a claim within a reasonable period after delivery, in particular immediately upon receipt of the goods or before the expected natural spoilage of the fruits. Please provide photo documentation (clear pictures of the affected goods) with your claim.
Each claim will be carefully reviewed, and the company will determine, at its sole discretion, whether to accept it and provide appropriate compensation.
Complaints and return instructions (other than exercise of the statutory right of withdrawal)
This section applies to complaints (for example concerning damaged, spoiled or non-conforming products), in particular with regard to fresh and perishable products, and supplements the section “Right of withdrawal and withdrawal form for consumers”. The statutory right of withdrawal and its consequences are governed exclusively by the section “Right of withdrawal and withdrawal form for consumers”.
1. Obligation to contact us before any return
Before sending back any goods, you must contact our customer service in order to obtain return instructions.
You can contact us:
- by e-mail: support@jurassicfruit.com,
- via the contact form available on our website,
- or by post at the address indicated below.
In your message, please provide at least:
- your first and last name,
- your order number,
- the products concerned,
- the reason for your complaint (for example damaged product, spoiled product, missing item, packing error).
For food products and other perishable products, we strongly recommend that you attach photographs documenting the problem.
You must not send goods back to us before you have received our written instructions. Parcels returned without prior agreement may not be processed as a complaint and may remain at your charge.
2. Review of the complaint and decision on the goods
After receiving your complaint, we review each case individually. Depending on the nature of the products and the problem reported, we will inform you in writing of one of the following options:
a) Return of the products: we may ask you to return the products to us (for example for inspection or quality control). In this case, we will send you detailed return instructions, including the shipping method and the address to be used.
b) Keeping or disposing of the products by you: for fresh and perishable products it is often neither reasonable nor hygienically appropriate to carry out a return. In many cases we will ask you to keep or dispose of the products (for example by throwing them away) and we will then decide on the appropriate commercial solution (for example full or partial refund, credit note, replacement delivery) without any physical return being necessary.
Our decisions are taken in compliance with your statutory rights, in particular with regard to the legal warranty of conformity and latent defects, where applicable.
3. Return costs in the context of a complaint
The following rules apply to return costs:
- Statutory right of withdrawal: where you exercise your statutory right of withdrawal, the return costs are governed by the section “Consequences of withdrawal” of this policy. Unless otherwise stated in that section, you shall bear the direct cost of returning the goods.
- Returns requested by us in the context of a complaint: where, following your complaint, we expressly ask you to return products, our return instructions will state whether we provide you with a specific return method, for example a pre-paid return label.
When the law requires us to bear the return costs (for example under the legal warranty of conformity), these costs shall be borne by us.
In all other cases, and unless otherwise stated in our return instructions, you shall bear the direct cost of returning the goods.
If you return products without prior agreement, or without complying with our instructions (for example by using another carrier or another service than the one indicated by us), you shall bear the direct cost and the risk of such return. We reserve the right to refuse the receipt of parcels returned without authorisation.
4. Packaging rules for accepted returns
For any return of goods accepted by us, please comply with the following rules in order to minimise the risk of damage during transport:
a) Re-use of the original packaging: as far as possible, please re-use the original carton, insulated boxes, inserts, padding and any other original packaging material, where it is still in good condition.
b) Appropriate alternative packaging: if the original packaging can no longer be used, you must use substitute packaging that is sturdy and suitable for the nature of the products, and that protects them against shocks, pressure and, as far as reasonably possible, temperature variations. The products must be secured so that they cannot move freely inside the parcel.
c) Contents of the parcel: where possible and appropriate, the return parcel should contain all items originally received (for example accessories, documentation, secondary packaging) in order to allow a proper assessment of the condition of the goods.
d) Liability for damage due to insufficient packaging: if damage occurs during transport due to manifestly insufficient packaging, you may be held liable for the resulting loss in value of the goods, in accordance with the applicable rules.
5. Logistical return address
Unless expressly stated otherwise in specific return instructions from us, physical returns of goods must be sent to our logistical address as follows:
Jurassic Fruit
Frischezentrum Essen
Lützowstr. 28 a
Halle VI
45141 Essen
Germany
This logistical return address may differ from the address used for purely administrative correspondence. Please always use the address stated in our return instructions and on this page for any return of goods.
Sample Withdrawal Form
(If you wish to withdraw from the contract, please fill out this form and return it to us.)
To:
Jurassic Fruit GmbH, Lützowstr. 28 a, 45141 Essen, Email: fruchtversand@jurassicfruit.com
I/we (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods (*)/provision of the following service (*)
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Ordered on (*) ____________ / received on (*) _________________
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Name of consumer(s)
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Address of consumer(s)
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Signature of consumer(s) (only if this form is notified on paper)
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Date
(*) Delete as appropriate.