Refund policy

Last updated: 3 October 2026

We want every Pantry order to arrive correctly and in good condition. This policy explains when an order can be cancelled, what happens if a parcel is refused, and how we resolve damaged, faulty, unsafe or incorrect products.

Changing or cancelling an order before dispatch

You may ask us to cancel an order, remove an item or correct the delivery address until the parcel has been collected by the carrier.

Please email hello@pantry.me as soon as possible and include your order number. If we receive your request before collection by the carrier, we will make the requested change or cancel the order. Once the carrier has collected the parcel, we can no longer change or cancel the shipment.

Refusing a parcel after dispatch

If your order has already been collected by the carrier and you no longer want it, you may refuse the parcel when delivery is attempted. You must also email hello@pantry.me with your order number and a clear statement that you wish to cancel. Refusing delivery or failing to collect a parcel does not by itself tell us that you are cancelling the order.

We will assess any refund after the unopened parcel has been returned to us. Any refund and deduction for delivery or return costs will be handled in accordance with applicable law. Where no mandatory legal right requires otherwise, original shipping charges and carrier return fees are not refundable.

Returns after delivery

For food-safety reasons, Pantry does not offer voluntary change-of-mind returns after a customer or another person at the delivery address has accepted the parcel.

This does not limit any mandatory rights that apply to you. Consumers covered by EU or EEA consumer law generally have 14 days from delivery to notify us that they wish to withdraw from the purchase of an eligible product. After notifying us, the eligible product must be sent back within 14 days. Please contact us before sending anything so we can provide return instructions and identify the parcel correctly.

Return address:
Pantry Intl
T. van der Meerstraat 34
1634 EG Scharwoude
The Netherlands

For an eligible change-of-mind return, the customer is responsible for the direct return shipping cost. We will refund the eligible product price and the cost of our least expensive standard delivery method within 14 days of receiving your withdrawal notification, using the original payment method. We may withhold the refund until the goods have been returned or the customer supplies evidence that they were sent back.

A statutory right of withdrawal does not apply to products that are liable to deteriorate or expire rapidly. It also does not apply to sealed products that are unsuitable for return for health-protection or hygiene reasons after their seal has been broken.

Damaged, faulty, unsafe or incorrect products

The restrictions above do not affect your rights when a product is damaged, faulty, unsafe or different from what you ordered. Please contact us at hello@pantry.me and include:

• Your order number
• A short description of the problem
• Clear photographs of the product, packaging and shipping parcel where relevant

Please do not consume a product that you believe may be unsafe. Keep the product and its packaging until we have reviewed the issue and told you whether they are needed.

We review each case individually and will provide an appropriate replacement or refund. We will not ask you to pay return shipping for a product that is damaged, faulty, unsafe or incorrect. In many cases, no physical return will be necessary.

Unavailable products

If a product becomes unavailable after you place your order, we will refund that product. If the unavailable product is part of a larger order, we may contact you before dispatch to agree on the best solution.

Incorrect addresses and uncollected parcels

Customers are responsible for providing a complete and accurate delivery address and for collecting parcels held at a parcel shop or collection point within the carrier's deadline.

If a parcel is returned because the address was incorrect or incomplete, delivery was refused without a valid cancellation, or the parcel was not collected in time, we will assess any refund after the parcel has returned to us. Original shipping charges and any carrier return fees will not be refunded, except where mandatory law requires otherwise.

Refunds

Approved refunds are made to the original payment method. After we issue a refund, your bank or payment provider may need additional time to credit it to your account.

Contact

For cancellations, delivery refusals or problems with an order, email hello@pantry.me. Please include your order number so we can help you quickly.