Refund policy
Your right to cancel (consumers)
As a consumer, you have the right to cancel your purchase within 14 days of receiving your order, without giving any reason. If your order is delivered in multiple shipments, the cancellation period starts on the day you receive the last item. After you have told us that you are cancelling, you have another 14 days to return the products.
How to cancel or return
You can let us know in one of these ways:
• By email to info@hartog.eu, stating your order number and the products you want to return.
• By using the model cancellation form at the bottom of this policy, or any other clear statement.
Paying for a return label is not a condition for cancelling. Notifying us by email is enough to exercise your right to cancel.
Return shipping costs
For standard returns, the direct cost of returning the products is your responsibility. The applicable costs are shown in the return portal before you pay. If a return is needed because of an error by Hartog, or because a product is defective, we cover the necessary return costs.
Pallet orders cannot be returned by parcel service. Pallet returns are arranged directly with Hartog via info@hartog.eu. For goods that can only be returned on a pallet, an estimate of the return costs is provided before purchase.
Condition of returned products
For quality and feed safety reasons, we ask you to return products unopened, undamaged and preferably in their original packaging. All returns are inspected on arrival. Opening a package does not take away your right to cancel, but if a product has been handled more than necessary to assess it, you may be responsible for the resulting loss in value.
Partial returns
You can return individual products or quantities from an order. For a partial return, the original delivery costs are not refunded.
Wrong or damaged products
If you receive a wrong or damaged product, please contact info@hartog.eu with your order number and, if possible, photos of the product or damage. We will review the situation and arrange a suitable solution. If the issue is our responsibility, we cover the necessary return costs. Your statutory rights for defective products always remain in place.
Exchanges
Exchanges may be possible. Please contact info@hartog.eu to discuss the options and any costs.
Refunds
We refund all payments due within 14 days of receiving your cancellation. We may wait until we have received the products back, or until you have shown proof of return, whichever comes first. Refunds are made using your original payment method. If you cancel the complete order, the original standard delivery costs are also refunded. You will receive a confirmation once your refund has been processed.
Return address
Grasdrogerij Hartog B.V., Mijnsherenweg 7, 1658 CA Lambertschaag, The Netherlands. Please follow the instructions in the return portal or from our team. Returns in person are possible at this address by prior arrangement. Returns cannot be made at independent retail locations that sell Hartog products.
Business customers
The statutory 14-day right to cancel applies to consumers only. Business customers can cancel, exchange or return an order only after consultation with Hartog, subject to our Terms of Service and any statutory rights.
Model cancellation form
Complete and return this form only if you wish to cancel the contract.
To: Grasdrogerij Hartog B.V., Mijnsherenweg 7, 1658 CA Lambertschaag, The Netherlands, info@hartog.eu
I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:
(*) Delete as appropriate.
Questions? Contact us at info@hartog.eu or +31 (0)229 58 12 32, Monday to Friday, 9:00 to 16:00 (CET/CEST).