Returns and Refund Policy
In this Returns and Refund Policy, IDAMA Group B.V. (“Baraka”, “we”, “us”) explains when you can return a product, when you are entitled to a refund and how to make a request. Because we mainly supply fresh and quickly perishing food, special rules apply. This policy is in addition to our Terms of Service and our Delivery Policy and does not affect your mandatory consumer rights.
As a consumer buying at a distance, you generally have the right to withdraw from the contract for eligible goods within fourteen (14) days without giving any reason (the right of withdrawal). The period begins on the day after you, or a third party you have designated, receive the product.
However, this right of withdrawal does not apply to perishable goods or goods with a short shelf life, including fresh food. This follows from Article 6:230p of the Dutch Civil Code (Burgerlijk Wetboek). Because our range consists largely of fresh and quickly perishing food, the right of withdrawal is excluded for those products. This does not affect your rights where a product is faulty, damaged, incorrect or non-conforming; those are described below.
For reasons of food safety and hygiene, certain products cannot be returned once they have been delivered, unless they are faulty, damaged or non-conforming. This includes, among others:
- fresh and perishable food, including meat, fish, dairy, vegetables and fruit;
- frozen and chilled products where the cold chain can no longer be guaranteed;
- products delivered sealed for hygiene reasons where the seal has been broken or opened after delivery;
- products that, after delivery, have been irreversibly mixed with other products or opened.
This exclusion does not affect your statutory rights where a product turns out to be faulty, damaged or incorrect on receipt.
The products we supply must comply with the contract and have the qualities you may reasonably expect (conformity, Article 7:17 of the Dutch Civil Code). If you receive a product that is faulty, damaged, spoiled or non-conforming, you are entitled to an appropriate remedy: free repair or replacement, or, where that is not possible or not appropriate, a full or partial refund.
Please report a faulty or damaged product as soon as possible, preferably on the day of delivery, at info@idamagroup.com, so that we can assess the matter quickly. For perishable food we ask you to do so no later than within 48 hours of receipt.
If a product is missing from your order, or you have received less than you paid for, please report this as soon as possible at info@idamagroup.com, quoting your order number and which products are missing. After checking, we will offer you, at your choice, a redelivery of the missing product or a refund of the amount paid for that product. We ask you to report missing products preferably on the day of delivery, so that we can review the order.
To request a return or refund, please follow these steps:
- contact us at info@idamagroup.com, preferably within 48 hours of receipt for perishable products and within fourteen (14) days for other cases;
- quote your order number, the products concerned and a short description of the problem;
- where possible, include evidence such as clear photos of the product, the packaging or the seal, so that we can assess your request quickly.
We will confirm receipt of your request and let you know whether we need the product returned, will send you a redelivery or will proceed to a refund. Please do not throw away a faulty or spoiled product before we have responded, unless this is necessary for hygiene reasons.
Where you are entitled to a refund, we will refund the amount due using the same payment method you used for the order, unless we expressly agree otherwise with you. The refund is free of charge for you.
We will process the refund as soon as possible and in any event within fourteen (14) days after we have approved your request. How quickly the amount actually reaches your account may also depend on your bank or payment service provider.
If you have received a refund that you believe is incorrect, or the amount has not reached your account after the stated period, please take the following steps:
- check your bank account or your payment service provider’s statement again;
- contact your bank or card issuer, as processing a refund can take a few working days;
- if the amount is still not in your account after that, contact us at info@idamagroup.com, quoting your order number, and we will look into it together with you.
If you are dissatisfied with a product, a refund or the way we have handled your request, please submit a complaint at info@idamagroup.com. We will handle your complaint and aim to respond within a reasonable time.
If we cannot resolve it together, you may submit the dispute through the European Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr. If your complaint concerns the processing of your personal data, you may also lodge a complaint with the Dutch Data Protection Authority (Autoriteit Persoonsgegevens, AP).
If you have questions about this Returns and Refund Policy, or you would like to request a return or refund, please contact us at info@idamagroup.com. Where possible, quote your order number so that we can help you more quickly.