These Terms and Conditions apply to orders, pick-up orders and online sales made through Sultan's Baklava B.V. By placing an order, you agree to these terms.
1. Seller Details
Sultan's Baklava B.V.
Address: Amsterdamsestraatweg 387, 3551 CK Utrecht, The Netherlands
Chamber of Commerce: 86564447
VAT: NL864007632B01
Email: info@sultansbaklava.nl
Website: www.sultansbaklava.nl
2. Scope
These terms apply to products offered on our website, online orders, pick-up orders and distance sales agreements with consumers. Unless expressly agreed in writing, customer terms do not apply.
3. Products and Information
Our baklava, desserts, cookies and other food products are handmade. Images, box layout and appearance may vary slightly. Product descriptions, prices, stock and delivery options are kept as accurate as possible. In case of obvious mistakes, typing errors or technical pricing errors, we may correct or cancel an order.
Please contact us before ordering if you need allergen information. Our products may be prepared in an environment where pistachio, walnut, hazelnut, gluten, milk, egg and sesame are present.
4. Order Formation
An order is formed after completion of the payment step and confirmation by our system. Confirmation may be sent to the email address provided. The customer is responsible for correct delivery and contact details.
5. Prices, VAT and Payment
Prices are shown in euros and include Dutch VAT unless stated otherwise. The applicable food VAT rate is applied. Delivery costs are shown separately at checkout.
Payments can be made through iDEAL, Bancontact, card payments or other methods shown at checkout via a payment service provider. We may wait for payment confirmation before preparing an order.
6. Delivery and Pick-up
Delivery times are estimates. Busy periods, weather, public holidays, carrier delays and force majeure may affect delivery. Shipments may be handled by PostNL or similar carriers.
If pick-up is selected, the order must be collected within the indicated date/time window. For fresh food, the customer may be responsible for quality loss caused by late collection.
7. Fresh Food and Storage
Our products are fresh food products. After delivery, store them in a cool, dry place away from direct sunlight and according to the product type. Shelf life depends on the product and storage conditions.
8. Right of Withdrawal
Consumers generally have a 14-day right of withdrawal for distance purchases. However, this right may not apply to products that spoil quickly, have a limited shelf life, are unsuitable for return for health or hygiene reasons, or have been unsealed. This exception may apply to baklava, desserts, cookies and similar fresh food orders.
If a non-food product or another product covered by withdrawal rights is sold, it must be returned unused, complete and preferably in its original packaging. Return costs and instructions will depend on the product type.
9. Damaged, Missing or Incorrect Delivery
If an order arrives damaged, incomplete or incorrect, please contact us with photos and the order number, preferably within 24 hours after delivery. This does not limit your statutory rights, but fast notice helps us resolve fresh food issues properly.
10. Complaints
Complaints can be sent to info@sultansbaklava.nl. We aim to respond within a reasonable period, preferably within 14 days. A solution may include replacement, partial refund, full refund or another reasonable remedy.
11. Liability
To the extent permitted by law, Sultan's Baklava B.V. is liable only for direct and foreseeable damage. We are not responsible for damage caused by incorrect storage, late collection, incorrect address details or failure to consider allergen warnings.
12. Intellectual Property
Website texts, photos, logos, designs and other materials belong to Sultan's Baklava B.V. or the relevant rights holders. They may not be copied or used commercially without written permission.
13. Force Majeure
In the event of circumstances outside our reasonable control, such as natural disasters, strikes, war, pandemic, supply issues, power or internet outage or carrier delays, our obligations may be suspended for a reasonable period.
14. Governing Law
Dutch law applies. Subject to mandatory consumer rights, disputes may be submitted to the competent Dutch courts.
15. Changes
We may update these terms from time to time. The current version applies from the date it is published on the website.