Returns and Withdrawal Policy

Last updated: 12 September 2026

This Returns and Withdrawal Policy applies to purchases made through the Metamorfosi webshop at www.transformyourfood.eu.

This Policy forms part of the agreement between the customer and Metamorfosi if it is referred to before or during checkout and made available to the customer before the order is placed.

1. Identity and contact details

Statutory name: Metamorfosi
Trade name: Metamorfosi
Registered address: Park de Kotten 138, 7522EH, Netherlands
Visiting address: not applicable
Email address for returns: returns@transformyourfood.eu
Email address for withdrawal: info@transformyourfood.eu
Telephone number: 0031 649 158 529
Chamber of Commerce, KvK, number: 99996154

2. Definitions

1. Metamorfosi, we, us or our means the entrepreneur identified above.
2. Customer, you or your means the person or business placing an order with Metamorfosi.
3. Consumer means a natural person acting for purposes outside that person’s trade, business, craft or profession.
4. Product means a product purchased from Metamorfosi.
5. Food Product means any food product sold by Metamorfosi, including but not limited to olive oil.
6. Sealed Food Product means a Food Product delivered in sealed packaging, including packaging with a safety seal, tamper-evident seal, cap seal, foil seal, hygiene seal or equivalent protective closure.
7. Withdrawal Period means the statutory cooling-off period during which a Consumer may withdraw from a distance contract without giving reasons.

3. Consumer right of withdrawal

1. If you are a Consumer, you have the statutory right to withdraw from your online purchase without giving any reason within 14 days.
2. For Products delivered in one shipment, the Withdrawal Period expires 14 days after the day on which you, or a third party designated by you other than the carrier, received the Product.
3. For an order delivered in multiple shipments, the Withdrawal Period expires 14 days after the day on which you, or a third party designated by you other than the carrier, received the last Product or the last shipment.
4. To exercise the right of withdrawal, you must inform Metamorfosi of your decision to withdraw by an unequivocal statement before the Withdrawal Period expires. You may do this by email to info@transformyourfood.eu.
5. You may use the model withdrawal form included at the end of this Policy, but use of that form is not mandatory.
6. It is sufficient to send your withdrawal notice before the Withdrawal Period expires.

4. Products excluded from withdrawal

1. The statutory right of withdrawal does not apply where an exception under applicable law applies.
2. The right of withdrawal does not apply to:
   1. Products that spoil quickly or have a limited shelf life;
   2. Sealed Products that are not suitable for return for reasons of health protection or hygiene and whose seal has been broken after delivery;
   3. Products made to the Consumer’s specifications or clearly personalised;
   4. Products that, after delivery, have been inseparably mixed with other items due to their nature.
3. Metamorfosi will indicate before checkout where a specific Product is excluded from withdrawal.
4. If no lawful exception applies, Consumers retain their statutory right of withdrawal.

5. Returns of olive oil and other Food Products

1. For reasons of food safety, health protection and hygiene, Food Products, including olive oil, may only be returned under the statutory right of withdrawal if they are:
   1. in their original product packaging;
   2. unopened;
   3. unused;
   4. undamaged;
   5. with all safety seals, tamper-evident seals, cap seals, foil seals, hygiene seals and other protective closures fully intact;
   6. free from signs of use, leakage, contamination, tampering or improper storage.
2. If the seal or protective closure of a Food Product has been broken after delivery, the Product is not suitable for return for reasons of health protection and hygiene, and the right of withdrawal does not apply, provided this exception was communicated before purchase.
3. Food Products must be handled and stored in accordance with the storage instructions provided on the packaging, product page or accompanying documentation.
4. Metamorfosi may refuse a return of a Food Product if, after inspection, the Product is opened, used, damaged, leaking, contaminated, altered, missing seals, showing signs of tampering, or otherwise unsuitable for resale or safe handling for reasons of health protection or hygiene.
5. This Article does not limit the Consumer’s statutory rights if the Product was already damaged, defective, unsafe, incorrectly delivered or non-conforming at the time of delivery.

6. Request for photos before return

1. Before returning Food Products, including olive oil, the Customer should contact Metamorfosi at returns@transformyourfood.eu and provide clear photographs of:
   1. the Product;
   2. the original packaging;
   3. all seals and closures;
   4. any visible damage, leakage or defect, if applicable;
   5. the shipping box and protective packaging, if the Product was damaged during transit.
2. These photographs help Metamorfosi assess whether the Product can be returned and whether special return instructions are required.
3. For damaged Products, photographs may also be necessary to support a claim with the carrier.
4. If the Customer cannot reasonably provide photographs, the Customer should contact Metamorfosi and explain the situation.
5. For Consumers, failure to provide photographs does not remove statutory rights, but it may delay assessment of the return or damage claim where visual verification is reasonably necessary.

7. Returning Products after withdrawal

1. After notifying Metamorfosi of withdrawal, the Consumer must return the Products without undue delay and in any event no later than 14 days after the day on which the Consumer informed Metamorfosi of the withdrawal.
2. The return deadline is met if the Consumer sends the Products back before the 14-day return period expires.
3. Products must be returned to: Park de Kotten 138, 7522EH, Netherlands.
4. The Customer must package Products carefully and securely for return shipment.
5. Food Products, including olive oil, must be packed in a way that prevents breakage, leakage, heat exposure, contamination or other damage during return transport.
6. Metamorfosi may provide return instructions. The Customer should follow these instructions where reasonably possible.
7. Returns sent cash on delivery or postage unpaid may be refused, unless Metamorfosi expressly agreed otherwise in advance.
8. The Customer is responsible for keeping proof of return shipment.

8. Return costs after withdrawal

1. If a Consumer withdraws from the Agreement, the direct cost of returning the Products is borne by the Consumer, unless Metamorfosi has agreed to bear those costs or failed to inform the Consumer before conclusion of the Agreement that the Consumer must bear them.
2. If a return is due to an incorrect, damaged, defective or non-conforming Product for which Metamorfosi is responsible, Metamorfosi will bear the reasonable return costs, unless mandatory law provides otherwise.

9. Refunds after withdrawal

1. If a Consumer validly withdraws from the Agreement, Metamorfosi will refund all payments received from the Consumer for the returned Products, including the standard delivery cost charged by Metamorfosi for the original delivery.
2. If the Consumer chose a delivery method more expensive than the least expensive standard delivery method offered by Metamorfosi, Metamorfosi is not required to refund the additional delivery cost.
3. Metamorfosi will make the refund without undue delay and no later than 14 days after the day on which Metamorfosi is informed of the Consumer’s decision to withdraw.
4. Metamorfosi may withhold the refund until it has received the returned Products or until the Consumer has supplied evidence of having sent the Products back, whichever occurs first.
5. Refunds will be made using the same payment method used for the original transaction, unless the Consumer expressly agrees otherwise.
6. The Consumer will not be charged a fee by Metamorfosi for the refund.
7. Metamorfosi may deduct an amount from the refund if the Consumer is liable for diminished value caused by handling beyond what was necessary to establish the nature, characteristics and functioning of the Product.
8. For Food Products, including olive oil, opening, using, damaging or breaking the seal of the Product may make the Product unsuitable for return for reasons of health protection or hygiene.

10. Inspection after receipt by Metamorfosi

1. All returned Products will be inspected after receipt by Metamorfosi.
2. For Food Products, including olive oil, Metamorfosi will verify whether the Product is unopened, unused, undamaged, in its original product packaging, with all seals intact and without signs of leakage, tampering, contamination, improper storage or other deterioration.
3. If the returned Product does not meet the conditions stated in this Policy, Metamorfosi may refuse the return or reduce the refund to the extent permitted by applicable law.
4. If a return is refused after inspection, Metamorfosi will inform the Customer and explain the reason.
5. For Consumers, this Article does not limit statutory rights relating to damaged, defective, unsafe, incorrectly delivered or non-conforming Products.

11. Damaged Products during transit

1. If a Product is damaged during delivery to the Customer, the Customer should contact Metamorfosi as soon as possible after receipt, preferably immediately and preferably within 48 hours.
2. The Customer should provide:
   1. the order number;
   2. clear photographs of the damaged Product;
   3. clear photographs of the shipping box;
   4. clear photographs of the internal protective packaging;
   5. a description of the damage;
   6. any damage report or statement from the carrier, if available.
3. The Customer should keep the Product, shipping box and packaging materials until Metamorfosi has assessed the damage claim or given further instructions.
4. For Consumers, failure to notify Metamorfosi within 48 hours does not remove statutory rights.
5. Under Dutch consumer law, a notification by a Consumer within two months after discovering the defect or damage is considered timely.
6. If transit damage is proven or reasonably established and the Product is damaged, defective or non-conforming on delivery, the Consumer may choose between:
   1. replacement shipment of the damaged Product, where replacement is available and reasonable; or
   2. refund of the purchase price paid for the damaged Product.
7. If only part of an order is damaged, the replacement or refund applies to the damaged part of the order unless the remaining part cannot reasonably be kept by the Consumer.
8. Metamorfosi may request return of the damaged Product where reasonably necessary, unless return is unsafe, impractical or unnecessary in the circumstances.
9. This Article applies regardless of the value of the Consumer’s order. Statutory rights for damaged or non-conforming Products are not limited to orders above a specific amount.

12. Incorrect or missing Products

1. If the Customer receives an incorrect Product or if a Product is missing from the order, the Customer should contact Metamorfosi as soon as reasonably possible at returns@transformyourfood.eu.
2. The Customer should provide the order number and, where applicable, photographs of the Products received and the packaging.
3. If Metamorfosi confirms that a Product was incorrectly delivered or omitted, Metamorfosi will, at no additional cost to the Consumer:
   1. deliver the correct or missing Product; or
   2. refund the relevant part of the order, where delivery is not possible or where the Consumer is entitled to a refund under applicable law.

13. Defective or non-conforming Products

1. Metamorfosi is responsible for delivering Products that conform to the Agreement and to statutory requirements.
2. A Product is non-conforming if it does not have the qualities the Consumer may reasonably expect based on the Agreement, the Product information, the nature of the Product and applicable law.
3. If a Product is defective, unsafe, incorrectly delivered, damaged on delivery or otherwise non-conforming, the Consumer has statutory remedies.
4. Depending on the circumstances, these remedies may include replacement, repair where applicable, price reduction, termination of the Agreement or refund.
5. Any commercial warranty or additional guarantee offered by Metamorfosi or a producer does not limit statutory rights.
6. This Policy does not affect mandatory consumer rights under Dutch or EU law.

14. Products damaged after delivery

1. Metamorfosi is not responsible for damage, deterioration or loss caused after delivery by:
   1. . incorrect storage;
   2. exposure to heat, sunlight, moisture, frost or contamination;
   3. misuse;
   4. opening or tampering with seals;
   5. failure to follow storage or use instructions;
   6. careless handling by the Customer or a third party after delivery.
2. This Article does not apply where the damage or deterioration is caused by a defect, unsafe condition, incorrect delivery, inadequate packaging by Metamorfosi or another circumstance for which Metamorfosi is legally responsible.

15. Business Customers

1. Articles concerning statutory consumer withdrawal rights apply only to Consumers.
2. Business Customers do not have a statutory 14-day cooling-off period unless expressly agreed in writing by Metamorfosi.
3. Business Customers must inspect Products immediately upon delivery.
4. Business Customers must notify Metamorfosi of visible transport damage, incorrect delivery or missing Products within 48 hours after delivery.
5. Business Customers must notify Metamorfosi of hidden defects within 48 hours after discovery.
6. Failure by a Business Customer to notify Metamorfosi within these periods may result in loss of claims, to the extent permitted by applicable law.
7. Nothing in this Article excludes liability where exclusion is not permitted by law.

16. How to start a return or damage claim

1. To start a return, withdrawal request or damage claim, contact Metamorfosi at returns@transformyourfood.eu.
2. Please include:
   1. your full name;
   2. your order number;
   3. the Product concerned;
   4. whether the request concerns withdrawal, return, damage, defect, incorrect delivery or missing Product;
   5. photographs where requested under this Policy;
   6. your preferred remedy where applicable.
3. Metamorfosi will review the request and provide return instructions where appropriate.
4. Sending a Product back without first contacting Metamorfosi may delay processing but does not remove a Consumer’s statutory rights.

17. Model withdrawal form

Complete and return this form only if you wish to withdraw from the Agreement. Use of this form is not mandatory.

To:

[insert statutory name / Metamorfosi]

[insert address]

[insert email address]

I/We hereby give notice that I/we withdraw from my/our Agreement for the sale of the following Product(s):

• Product(s): [insert Product name(s)]
• Ordered on: [insert date]
• Received on: [insert date]
• Order number: [insert order number]
• Name of Consumer(s): [insert name]
• Address of Consumer(s): [insert address]
• Email address of Consumer(s): [insert email address]
• Signature of Consumer(s), only if this form is submitted on paper: [signature]
• Date: [insert date]

18. Language

These terms are available in multiple languages. In case of conflict between the different versions, the Dutch version prevails, unless mandatory Consumer law requires otherwise.