Terms of service
Last updated: 3 October 2026
These Terms of Service govern your use of www.pantry.me and purchases made from Pantry. Please read them before placing an order. By using the website or submitting an order, you agree to these terms, subject always to any mandatory rights that apply to you.
1. About Pantry
The store is operated by Pantry Intl, trading as Pantry:
Pantry Intl
T. van der Meerstraat 34
1634 EG Scharwoude
The Netherlands
KVK: 72355476
VAT: NL002366107B05
Email: hello@pantry.me
Pantry sells Dutch and European food and drink products to consumers and business buyers in the countries available at checkout. Pantry does not currently deliver to addresses in the Netherlands.
2. Who may place an order?
You may place an order if you are at least 18 years old and legally able to enter into a contract. If you are under 18, you may order only with the permission and supervision of a parent or legal guardian.
You must provide complete and accurate information when ordering or creating an account. You may not use another person's identity or payment method without permission.
3. Consumers and business buyers
These terms apply to both consumers and business buyers. A consumer is an individual acting mainly for purposes outside their trade, business or profession. A business buyer is anyone ordering wholly or mainly for commercial, professional or resale purposes.
Sections that refer specifically to consumers or business buyers apply only to that group. Nothing in these terms limits a consumer right that cannot legally be excluded. Business buyers may purchase products for resale, but remain responsible for complying with all laws that apply to their storage, handling, marketing, labelling and onward sale of the products.
4. Products and product information
We take reasonable care to present products accurately. Product descriptions, ingredients, allergens, nutritional information, storage instructions and warnings are based on information supplied by manufacturers and wholesalers. Packaging, recipes and product appearance can change. We update the store when we become aware of a material change, but a product may occasionally arrive in updated packaging.
Please review the product information before ordering and read the packaging before consumption or use. If you have a serious allergy, intolerance, dietary requirement or question about a product, contact hello@pantry.me before placing your order. We will check the information available to us. A statement on the website or a dietary filter is not medical advice and does not replace the information and warnings on the product itself.
Product images are intended to identify the product, but colours, packaging and proportions may appear differently on screen. Images are not necessarily shown to scale. Minor packaging changes do not make a product defective if the product itself remains the item ordered and meets the description.
Nothing in this section reduces Pantry's responsibility to provide legally required food information before purchase or your rights if a product is unsafe, incorrectly described or otherwise non-conforming.
5. Baby formula
Baby formula must be selected, prepared, stored and used in accordance with the manufacturer's instructions. Age suitability and feeding needs vary. Pantry does not provide medical or nutritional advice, and customers should consult an appropriate healthcare professional where advice is needed.
Infant formula and related products may be subject to special rules concerning labelling, advertising, discounts, samples and sales promotions. We may exclude such products from discount codes, bundles, samples, special offers or other promotional activity where required by law. We may also restrict their sale or delivery where destination-country rules require it.
6. Availability
All orders are subject to availability. Adding an item to your cart does not reserve it. If a product becomes unavailable after you order, we may cancel that item and refund it. For an order containing several items, we may contact you before dispatch to agree on the best solution.
We will not substitute an unavailable product with a different product without your agreement. We may limit quantities where reasonably necessary for stock management, fair availability, legal compliance or fraud prevention.
7. Prices, currencies and payment
Product prices include VAT where applicable. Shipping charges and any other amount payable to Pantry are shown before you submit the order. Prices may be displayed in a selected local currency through Shopify Markets or another currency service. The currency and final amount shown at checkout are authoritative for the order.
Prices and promotions may change before an order is placed. A later price change does not affect an order that Pantry has already accepted. If a price, discount or product detail contains an obvious error, we may reject or cancel the affected order before dispatch. We will explain the error and refund any amount already paid.
Available payment methods are displayed at checkout and at the bottom of the website. Bank transfer is not available. Payment is processed by Shopify and the selected payment provider under their applicable terms. A payment authorisation or charge does not by itself mean that Pantry has accepted the order.
8. Placing an order and contract formation
Submitting an order is an offer to buy the products in your cart under these terms. The automated order confirmation acknowledges that we received your order; it is not acceptance of the offer.
The sales contract is formed when Pantry sends the dispatch confirmation. If an order is dispatched in separate parcels, a contract is formed for the products covered by each dispatch confirmation when that confirmation is sent.
Before dispatch, we may reject or cancel an order because a product is unavailable, payment was not authorised, the delivery address is unsupported, a destination restriction applies, an obvious pricing or product-data error occurred, or we reasonably suspect fraud, abuse or unlawful activity. If we reject or cancel an order after receiving payment, we will refund the relevant amount to the original payment method.
9. Order changes and cancellation before dispatch
You may request an order cancellation, item change, delivery instruction or address correction until the parcel has been collected by the carrier. Email hello@pantry.me as quickly as possible and include your order number.
We cannot guarantee that a request received close to collection can be completed. Once the carrier has collected the parcel, we can no longer change the shipment. Cancellation after that point is handled under our Refund Policy and applicable consumer law.
10. Preparation, shipping and tracking
Pantry normally needs 1-4 business days to prepare and ship an order. Carrier transit estimates begin after dispatch. They are estimates rather than guaranteed delivery dates unless we expressly agree otherwise.
We use a fixed carrier for each destination, generally PostNL, DPD or FedEx. Every shipment includes tracking. The tracking link and shipping updates are sent automatically by email. Carrier insurance is included up to EUR 500. This carrier insurance does not limit any mandatory rights or Pantry's legal responsibility to you.
The maximum packed weight per order is 30 kg. If you want to purchase more than 30 kg, you must place multiple orders and pay the shipping charge for each order. We may divide an order into more than one parcel where reasonably necessary.
Shipping prices shown by Pantry include packing, handling and VAT where applicable. The rate, carrier and estimated transit time displayed at checkout are authoritative. Further details and current rates are available on our Shipping & Delivery page.
11. Delivery, risk and delays
For consumer orders, Pantry remains responsible for the products until you, or a person you nominate other than the carrier, receives physical possession, except where mandatory law provides otherwise. If you instruct the carrier to leave a parcel in a safe place, with a neighbour, at a parcel shop or at another location, delivery completed in accordance with that instruction is treated as delivery to you to the extent permitted by applicable law.
Please monitor tracking and collect a parcel held at a parcel shop or collection point before the carrier's deadline. Contact us if a parcel appears delayed, lost or damaged. We will investigate with the carrier and resolve confirmed problems in accordance with applicable law and our Refund Policy.
Events outside our reasonable control, including extreme weather, transport disruption, strikes, customs action, government measures, natural disasters, epidemics, internet or infrastructure failures and carrier interruption, may delay performance. We will take reasonable steps to reduce the effect and keep you informed where practical. Your mandatory rights in the event of a significant delay remain unaffected.
12. Delivery addresses and uncollected parcels
You are responsible for entering a complete and accurate delivery address and contact information. Review these details before submitting the order and contact us immediately if a correction is needed.
If a parcel cannot be delivered or is returned because the address was incorrect or incomplete, the recipient could not be reached, or the parcel was not collected in time, we will assess any refund after the parcel returns to Pantry. Original shipping charges will not be refunded, except where mandatory law requires otherwise. We may ask you to pay a new shipping charge before sending the order again.
13. Customs, duties and import restrictions
For deliveries outside the European Union, the recipient is responsible for import duties, taxes, customs charges and any carrier clearance fees imposed by the destination country. These amounts are not included in Pantry's product or shipping prices unless checkout expressly states otherwise.
Food-import rules differ by country and can change without notice. Customers must check whether the products they order may lawfully be imported into and received in their destination country. Pantry remains responsible for its own legal obligations and will not rely on this clause where Pantry supplied incorrect information, breached an applicable duty or caused the customs problem.
If a product is refused entry solely because it is prohibited or restricted in the destination country and the customer nevertheless ordered it:
- If the product is destroyed or otherwise cannot be recovered, Pantry will refund 50% of the affected product price.
- If the product is returned to Pantry, Pantry will refund 100% of the affected product price after the return has been confirmed.
- Original shipping charges are not refunded in either situation.
These customs-refund arrangements do not replace any greater remedy required by mandatory law or any remedy due when Pantry is responsible for the refusal.
14. Shelf life and storage
We generally dispatch products with at least three months of shelf life remaining. This is not always possible for certain niche, traditionally produced or naturally shorter-life products, including some dried sausages. Any specific shelf-life information shown on the product page forms part of the product description.
You may contact hello@pantry.me before ordering if you need the current date for a particular product. After delivery, follow the storage and use instructions on the packaging.
15. Heat-sensitive products
We use heat-insulated packing where appropriate for sensitive products such as chocolate. Insulation reduces risk but cannot guarantee that a product will remain unaffected during extreme heat or an extended delay.
Customers should consider conditions along the delivery route before ordering heat-sensitive products and, when they will not be home, provide the carrier with a shaded and secure delivery instruction where available. This section does not limit your rights if a product arrives damaged, unsafe or otherwise non-conforming.
16. Returns, faults and refunds
Our Refund Policy explains order cancellation, refusal of delivery, eligible withdrawal rights, returns and refunds. It forms part of these terms.
For food-safety reasons, Pantry does not offer voluntary change-of-mind returns after a parcel has been accepted, subject to any mandatory right of withdrawal that applies to an eligible product. Products that deteriorate or expire rapidly, and sealed products unsuitable for return for health-protection or hygiene reasons after opening, may be excluded from the statutory withdrawal right.
These restrictions do not affect your rights when goods are damaged, faulty, unsafe, incorrect or not as described. Contact hello@pantry.me with your order number and details of the problem. We may request photographs of the product, packaging and shipping parcel. We will provide an appropriate remedy, such as replacement, price reduction or refund, in accordance with applicable law.
17. Product safety and recalls
Do not consume or use a product that you believe may be unsafe. Keep the product and packaging and contact us immediately. If we become aware of a recall or material safety issue affecting a product you purchased, we may use your order contact details to send safety information and instructions.
18. Customer accounts
A customer account is optional unless a particular Shopify service requires one. You are responsible for keeping login credentials confidential and for activity carried out through your account. Tell us promptly if you believe the account has been accessed without permission.
We may suspend or close an account where reasonably necessary to protect customers or Pantry, investigate fraud or misuse, comply with law, or enforce these terms. This does not remove rights connected with an existing order.
19. Acceptable use of the website
You may use the website only for lawful purposes. You must not interfere with its operation or security, introduce malicious code, attempt unauthorised access, use automated systems to place abusive orders or overload the service, impersonate another person, or use the website in a way that infringes the rights of Pantry or anyone else.
Reasonable use of search engines and ordinary browser or accessibility tools is permitted. Pantry may restrict access when reasonably necessary to stop harmful, fraudulent or unlawful activity.
20. Intellectual property
The Pantry name, website design, original text, graphics, photographs and other Pantry-created materials are protected by intellectual-property laws. You may view and use the website for personal shopping or legitimate business purchasing. You may not reproduce, publish, sell or commercially exploit Pantry-created content without written permission, except where law permits it.
Product names, packaging and trademarks belonging to manufacturers or other third parties remain the property of their respective owners.
21. Third-party services and links
The website uses services supplied by Shopify, payment providers, carriers and other third parties and may contain links to external websites. Pantry is not responsible for independent third-party websites or services outside its control. Their own terms and privacy notices may apply. This does not limit Pantry's responsibility for providers acting on its behalf or for obligations that cannot legally be transferred to another party.
22. Liability
Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for fraud, deliberate misconduct, death or personal injury caused by negligence, unsafe products, or breach of mandatory consumer rights.
For consumers, Pantry is responsible for loss that is a foreseeable consequence of Pantry's breach of contract or failure to use reasonable care. Pantry is not responsible for loss caused by information supplied incorrectly by the customer, unlawful customer conduct, or an event outside Pantry's reasonable control, except where applicable law provides otherwise.
For business buyers, to the fullest extent permitted by law, Pantry is not liable for indirect or consequential loss, loss of profit, revenue, goodwill, opportunity or anticipated savings. Pantry's total liability to a business buyer arising from an order will not exceed the amount paid to Pantry for the affected order. This limitation does not apply where liability cannot lawfully be limited or excluded.
23. Privacy
Our Privacy Policy explains how Pantry and its providers collect, use and protect personal data. By using the website, you acknowledge that personal data will be handled as described there, subject to the choices and rights available to you.
24. Complaints
Please send complaints to hello@pantry.me and include your order number and enough information for us to investigate. We aim to acknowledge and address complaints promptly. Pantry is not currently affiliated with a private consumer dispute-resolution or webshop certification scheme.
This does not affect a consumer's right to use a competent court, public authority, consumer organisation or legally available dispute-resolution service.
25. Governing law and courts
These terms and contracts with Pantry are governed by the laws of the Netherlands. If you are a consumer, this choice does not deprive you of mandatory protections provided by the law of your country of habitual residence where those protections apply.
Disputes are subject to the jurisdiction of the competent Dutch courts, except that a consumer may bring or defend proceedings in another court where applicable consumer or procedural law permits.
26. Changes to these terms
We may update these terms to reflect changes in the business, website, services or law. The version published when you submit an order applies to that order unless a change is required by law or you expressly agree otherwise. Updated terms apply to later orders and will show a revised date.
27. General provisions
If part of these terms is found invalid or unenforceable, the remaining parts continue to apply. A delay in enforcing a right does not waive that right. No person other than you and Pantry has a right to enforce the contract unless applicable law provides otherwise.
28. Contact
Questions about these terms or an order can be sent to hello@pantry.me or to:
Pantry Intl
T. van der Meerstraat 34
1634 EG Scharwoude
The Netherlands