Refund & Returns Policy
Last updated: 12 June 2026
Our 30-day taste-it guarantee
Separately from, and in addition to, your statutory rights below: every box - any box, not just your first - comes with a 30-day taste-it guarantee. If it doesn't earn its place on your plate, for any reason, email hello@pranasalt.com with your order number within 30 days of delivery and we will refund the full purchase price - opened or not. This guarantee is voluntary and is applied at our reasonable discretion: we may decline where we see repeated or clearly abusive claims. It does not limit or affect any of the statutory rights described in this policy, including the legal guarantee of conformity in §4.
1. EU 14-day right of withdrawal
Under the EU Consumer Rights Directive (2011/83/EU) and Article 6:230o of the Dutch Civil Code, customers in the EU have the right to withdraw from a distance purchase within 14 days of receiving the goods, without giving a reason - subject to the exception in section 3 below.
2. How to withdraw
To exercise your right of withdrawal, send us an unambiguous statement (email is fine) within 14 days of delivery:
Email: hello@pranasalt.com
Subject: "Withdrawal - order #[your order number]"
You must then return the goods to us within 14 days of notifying us, at the address we provide on confirmation of withdrawal. Return shipping costs are borne by the customer unless the goods are defective or were sent in error.
2a. Model withdrawal form
For your convenience, here is the model withdrawal form from Annex I-B of Directive 2011/83/EU. Copy, complete, and email to hello@pranasalt.com, or post to our address.
To: PranaSalt B.V., Herengracht 584, 1017 CJ Amsterdam, the Netherlands
Email: hello@pranasalt.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the supply of the following service (*),
Ordered on (*)/received on (*): _________________
Order number: _________________
Name of consumer(s): _________________
Address of consumer(s): _________________
Signature of consumer(s) (only if this form is notified on paper): _________________
Date: _________________
(*) Delete as appropriate.
This form is also sent in your order confirmation email so you have a durable copy.
3. Important exception - perishable / sealed food products
The right of withdrawal does not apply, under Article 6:230p(f)(3°) of the Dutch Civil Code (transposing Article 16(e) of Directive 2011/83/EU), to:
"Sealed goods which are not suitable for return due to health protection or hygiene reasons and which were unsealed after delivery."
Pranasalt seasoning is a sealed food product. Once any individual stick-pack sachet has been opened, the right of withdrawal lapses for hygiene reasons. Boxes with all sachets still sealed can be returned within the 14-day window.
Our voluntary 30-day taste-it guarantee above is deliberately broader: it covers opened boxes too.
4. Damaged, defective, or incorrect items (legal guarantee of conformity)
Independently of the 14-day right of withdrawal, you have a statutory right under Art. 7:17 of the Dutch Civil Code to receive goods that conform to the contract. The legal guarantee of conformity runs for two years from delivery.
If your order arrives damaged, defective, or different from what you ordered, please notify us as soon as reasonably practicable, and in any event within two months of discovering the defect, at hello@pranasalt.com. To help us help you, please include:
- Your order number;
- Photos of the outer packaging, the inner packaging, and the affected product;
- A short description of the issue.
We will, at your choice between repair or replacement (Art. 7:21(1) BW), promptly replace the product or refund the full purchase price including original shipping, at no cost to you. Where repair or replacement is impossible or disproportionate, you may request an appropriate price reduction or rescission of the contract (Art. 7:22 BW).
Sending photos quickly helps us help you - it is a logistics preference, not a deadline. Your statutory two-year conformity right is unaffected.
5. Refunds
For a statutory withdrawal under §1, we will refund all payments received from you, including standard outbound delivery costs (any supplement for a non-standard delivery option you chose is not refunded), without undue delay and at the latest within 14 days of the day you notify us of your withdrawal. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them, whichever comes first.
Refunds under the voluntary taste-it guarantee are made to your original payment method within 14 days of your email. In all cases we will notify you by email when the refund is processed; bank or card-network processing may take a further 3-10 business days to appear on your statement.
6. Subscription renewals
You may cancel a subscription at any time before the next renewal - see our Terms of Service §6 for the cancellation flow.
If a renewal is charged but the corresponding shipment has not yet left our warehouse, contact us at hello@pranasalt.com as soon as possible - we will, where operationally feasible, halt the shipment and refund the renewal in full. We aim to do this within 24 hours of the renewal charge but cannot guarantee it.
If the shipment has already left our warehouse, the 14-day right of withdrawal in §1 above applies (subject to the perishable-goods exception in §3 once any sachet is opened), and the 30-day taste-it guarantee applies as always.
7. Contact
PranaSalt B.V.
Herengracht 584, 1017 CJ Amsterdam, the Netherlands
Email: hello@pranasalt.com
KVK: 42016445 | BTW: NL869305736B01