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Complaints handling

As the manufacturer of premium biscuits we always strive to achieve maximum quality.

However, if you have a comment or complaint about your order, you should contact us within 14 calendar days after delivery at shop@destrooper.be

If the complaint is found to be justified, our liability is limited to the exchange of the goods. Any liability of the purchaser is limited to the amount of the order actually paid.

Jules Destrooper always deals with questions and complaints within the reasonable period of 7 days.

You can also file a complaint through the Service de Médiation des Consommateurs of the SPF Economie and the Online Dispute Resolution platform of the European Union (see article 7.3 of our General Terms and Conditions).

Conditions of personalised Jules Destrooper boxes

Jules Destrooper offers its customers the opportunity to personalise 3 types of boxes in its webshop with a message of their choice in the logo. The products that can be personalised are the Butter Crisps 100 g, Butter Waffles 100 g and Almond Thins 100 g. The customer indicates on the product page of one of these 3 products which message he/she wants to see printed on the packaging. Through our preview mode, the customer can immediately visualise and double-check his/her personalised variant. Changes can be made via the shopping cart. Jules Destrooper cannot be held liable for any errors in the spelling of the message passed on by the customer. The personalised message is limited to 24 characters. Special characters and emojis are not allowed. Before the personalised box is printed, it is checked by a Jules Destrooper employee, who determines whether the message may be printed in this way. If Jules Destrooper determines that the message cannot be printed, Jules Destrooper will contact the customer and ask him to deliver a new message. As long as the customer has not provided feedback, the order will not be processed. Jules Destrooper reserves the right to refuse a message:

Furthermore, the customer accepts that the delivery of an order including a personalised box may take 3 to 5 working days (for deliveries in Belgium – for other countries it might take a few extra days), after approval of the message that needs to be printed on the personalised box. The other products from the customer's order (= the products that cannot be personalised) will therefore be delivered at the same time, since there is only one delivery.