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Return & Refund Policy

Return & Refund Policy

If you have any questions regarding the information mentioned below, please do not hesitate to contact our friendly & dedicated customer support team!


Returns

Due to the hygienic and perishable nature of the baby formula, we cannot accept returns or exchanges. As we guarantee that our product is authentic and comes from the manufacturer’s authorized wholesalers, we cannot take returns, even if they are unopened. We do not restock the formula once it has left our warehouse, and any returned formula is immediately destroyed. This guarantees our customers that the product they are receiving is authentic and not a counterfeit formula. All our products are perishable food items, and we must protect our inventory’s integrity for all our customers. Thank you for understanding.

Cancellations
We Dutch like to work fast! So, we pack, process, and ship your order soon after you’ve placed it. If you want to cancel, please contact us as quickly as possible. If the order revoking is possible, we will refund the order amount minus a 10% handling and transaction fee. Depending on your bank, it can take up to 10 business days for the credit to appear on your statement. Cancellation is not possible if the order is already packed and picked up from our warehouse by the courier.

Address changes after placing an order
Upon ordering, customers agree that Organic Formula Shop’s responsibility is to deliver to the address provided at the original time of purchase. Although our dedicated support team will attempt to accommodate changes of address after your order has been paid for, we make no guarantee of a new delivery address. Any misdeliveries due to a parcel going to the old address are not considered refundable. Once a package departs our warehouse in the Netherlands, Organic Formula Shop cannot take responsibility for miss-delivered packages if a delivery carrier's change of address was not processed in time for the delivery to be redirected. While our couriers will do their best to update the address, requests for mail redirection should be avoided due to a high likelihood of delivery to the old address. Unfortunately, we cannot deliver to business addresses or P.O. Boxes.

Misdeliveries
Once the package departs our warehouse, it is the customer’s responsibility to coordinate directly with the shipping provider to arrange delivery. While we will do our best to help if any shipping issues arise, it is the customer's responsibility to be available at the time of delivery. If a package is marked as delivered, but you cannot find it, we recommend checking common areas of your property, as well as with the neighbors. In some cases, we may be able to get a GPS coordinate of the delivery location, although this option isn't always available. We do not offer refunds for packages that are claimed as lost or stolen once the carrier marks them as delivered. Any items with tracking numbers marked as "undelivered" are covered by our delivery guarantee, and we will work with the customer on a resolution. Please note: We ALWAYS advise scheduling a delivery that requires a signature! This can be managed on the courier's website with your tracking number.

Incorrect product delivered
We are very sorry if a mistake was made while fulfilling your order!
Please get in touch with us immediately by sending us an email with:
1. your order number and
2. a picture of the shipping label + product you received.
This will help to identify the mistake that has been made. If we have the correct item in stock, we’ll ship it to you as soon as possible. If the right thing is no longer available, we’ll refund your original form of payment.  Long story short: sorry for the inconvenience, and we’ll fix it asap!

Damaged or lost items Firstly:
We're sorry to hear that! 
Unfortunately, packages sometimes get damaged or lost during their journey. We guarantee that your products leave our warehouse in a pristine state! Organic Formula Shop defines your item as "damaged" if it is received and the inner bag has been punctured (for boxed items) or if the container has been punctured (for canned items). We do everything we can to avoid damage caused during shipping by using heavy-duty boxes. Although we go all the way to prevent cosmetic damage, items received with cosmetic imperfections, such as dents in cans or creases in boxes, are not considered damaged goods from a refund perspective.
What to do?
Firstly, if you received a badly damaged package, it’s necessary to report it directly to the courier employee and take pictures of the damaged item(s).
Secondly, any damage must also be reported to Organic Formula Shop within three days of receiving your package, and claims without photographic evidence can, unfortunately, not be considered.
Please keep your original packaging which will be provided as evidence to the relevant shipping carrier. In the rare case of a delay or loss of your package, we will contact the carrier to start an investigation. Once we have their claim confirmation, we will gladly issue you a refund. Don’t hesitate to contact us and report a damaged or lost package; we will do everything possible to help you!

Please note: In the rare circumstance that the inside silver packaging or the can have been punctured, do not use the formula but please dispose of it immediately after taking photos.

Updated product packaging
At times manufacturers will update their product packaging design to a newer box or can with different wording, imagery, or colors. Because Organic Formula Shop wants to ensure the longest possible expiration dates, we only receive the latest inventory from manufacturers. We will do our best to maintain the most up-to-date packaging designs, but customers may sometimes receive a more up-to-date box than the photography or wording on our website. Receiving a newer packaging design does not entitle the customer to refund rights. Organic formula Shop is acting in the best interest of all customers by only shipping out the freshest available products on the market.

Delivery delays
We always advise ordering your formula on time! 
Our shipping carriers will do their best to deliver within 2-5 business days, but uncontrollable delays, i.e., weather and holidays, are out of our control. We recommend that customers allocate up to 3 weeks to receive their delivery during peak holiday seasons, although such delays are rare. Because not all shipping carriers operate on weekends, we do not include Saturdays or Sundays. Orders placed on weekends will not be processed until the following business day. Delivery delays caused by the carrier, including any delays caused by import & customs clearance, are not considered refundable as they are out of Organic Formula Shop’s control. However, Organic Formula Shop’s customer promise is to maintain a maximum ship-out timeframe of 12 to 24 hours from your order on business days.

Refunds
We will notify you once we’ve reached a resolution related to your issue and will let you know if a refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund back to your account (Organic Formula Shop has no way of expediting this process).

Customer fraud regarding product complaints
Please note that while rare, we take any product complaints very seriously. Because of the hygienic standards to which our Manufacturers uphold their products - any complaints will need to be evidenced with photographic, video, and otherwise requested evidence that will be shared directly with Manufacturers. Failure to provide requested evidence will render any complaints unable to be proven and will not be given further consideration. Any attempt by a customer to falsify product information that would imply a defect that does not exist will be dealt with by the joint cooperation of Organic Formula Shop and the Manufacturers' legal teams. Organic Formula Shop will provide specific instructions on how to send back any formula for lab testing in such claims. Please note that all manufacturing batch numbers are recorded at the time of shipping and will be matched against any submitted claims.

Gift Cards
Unfortunately, we cannot accept returns on sale items or gift cards.

If you have any questions regarding the information mentioned above, please do not hesitate to contact our friendly & dedicated customer support team!