Delivery, returns and refunds

1. Delivery

• Postal delivery (PostNL), Netherlands: orders placed by Sunday 23:59 ship on Thursday and usually arrive on Friday. Usual time: 5 to 12 days after your order. Maximum delivery time: 14 days.
• Local delivery (Tilburg area) and pickup in Tilburg: on the date we agree with you via WhatsApp, no later than 14 days after your order.
• Market pickup: on the date and at the market you choose at checkout.
• TinajerosXmas 2026 pre-sale (orders from 20 October to 25 November): delivered on the December date you choose at checkout (between 7 and 29 December). By placing a pre-sale order you expressly agree to that delivery date, even if it is more than 30 days after payment. The date is shown at checkout and in your confirmation email.
• If we cannot meet the delivery time, we will let you know and you can cancel the order for a full refund.

2. Out-of-stock products and substitutions

• If a product in your order is out of stock, we may send you another variety of the same product, of equal or higher value, at no extra cost (for example, party tequeños or cheddar tequeños instead of midi tequeños).
• We let you know by WhatsApp or email before we ship your order.
• If you do not agree, just tell us and we will refund that product or you can choose another one.

3. Returns

• Fresh, chilled and frozen products and prepared meals: cannot be returned because they spoil quickly (art. 6:230p Dutch Civil Code).
• Unopened pantry products (flour, drinks, coffee, biscuits, non-food items): you may withdraw within 14 days of receipt.
  1. Email tinajeroscatering@gmail.com with your order number and the products you are returning.
  2. We send you the return address.
  3. Send the products back unopened and in good condition within 14 days of notifying us. Return shipping is at your expense.
  4. We check the products when we receive them. If they are opened, damaged or in worse condition than needed to inspect them, we deduct the loss in value: depending on their condition, we refund the full amount, part of it or nothing.
• Damaged, wrong or missing product: tell us within 24 hours of delivery, with photos and your order number. No need to send it back: we replace it or refund the amount.

4. Refunds

• We refund using the same payment method you used (card, iDEAL, Apple Pay or Google Pay).
• We do so within 14 days of approving the return or claim. Depending on your bank, it may take a few more days to show.
• For pantry returns, we may wait until we have received the products.
• If you prefer, you can choose a voucher for the same amount instead.

5. Gift cards

• Digital gift cards are sent by email with a personal code TJ-XXXX-XXXX.
• They are valid for 2 years from purchase and can be used on one or more orders at tinajeros.nl until the balance runs out.
• Cancellation: you can cancel the purchase within 14 days if the card has not been used. We refund the amount within 14 days using the same payment method.
• After 14 days, or once used, the card cannot be exchanged for money.
• Gift cards cannot be exchanged for cash. Lost your code? Email us from the purchase email address and we will resend it.
• Welcome and promotional cards are free and personal, have their own conditions (minimum amount and expiry date) and have no cash value.

6. Complaints

• If something went wrong, email tinajeroscatering@gmail.com with your name, order number, what happened and, if possible, photos.
• We confirm receipt of your complaint and reply within 14 days. If we need more time, we will let you know.
• We always look for a solution together with you: replacement, voucher or refund.
• If we cannot reach an agreement, you can go to the competent court in the Netherlands. This does not limit your statutory rights as a consumer.

7. Model withdrawal form

Only for products with a right of withdrawal (unopened pantry products and unused gift cards). You can copy this text into an email or use any other clear statement.

To: I&J Concept's and Supplies (Tinajero's Venezuelan Cuisine), Generaal Barberstraat 127, 5025 XB Tilburg, tinajeroscatering@gmail.com
I hereby give notice that I withdraw from my contract of sale of the following goods: [products]
Ordered on / received on: [date]
Order number: [number]
Name: [name]
Address: [address]
Signature (only if this form is sent on paper):
Date: [date]

8. Contact

I&J Concept's and Supplies (Tinajero's Venezuelan Cuisine) · KvK 58498680 · Generaal Barberstraat 127, 5025 XB Tilburg · tinajeroscatering@gmail.com · WhatsApp +31 6 25084799