After-sales and Warranty Policy

Legal Guarantee
The legal guarantee applies to all items that you buy from us. Legal guarantee means that a product is or must do what the consumer can reasonably expect from it. Some categories also have a seller's warranty, the ochama warranty does not affect the legal guarantee.

After-sales and ochama warranty policy applies to products purchased on ochama platform, we comply with EU and local regulations, we provide complete after-sales service and warranty policy. For your Right of Withdrawl is calculated from the date of receipt of the order. Please check the general rules as the table below. For special categories with asterisk, please continue browsing:

Category	Right of Withdrawl (cooling-off period)***	ochama Warranty
Household cleaning supplies	30 days	Shelf life
Home & Living	30 days	2 years
Food/beverages	14 days	Shelf life
World food	14 days	Shelf life
Fashion	30 days	Shelf life
Health, Beauty & Personal Care	30 days	Shelf life
Fresh**	See following policy	See following policy
Frozen**	See following policy	See following policy
Electronics	30 days	2 years

Fresh**

• 10-day shelf life: Chilled products such as cheese, butter, rice cakes and puff pastry
  5-day shelf life: Eggs and egg products
  4-day shelf life: packaged products (e.g. ham and salmon fillets) and frozen ready meals
  3-day shelf life: dairy products, fresh fruit juices, fresh meat, fresh fruit and vegetables and food supplements
  1-day shelf life: Fresh bread, fresh pastries, fresh artisan products, fresh fruit and vegetables and dietary salads.

Frozen**

• On the day of pick-up, the frozen products have been defrosted when the package is opened or refrozen after defrosting, such as dumplings and other pastry products
• Product quality problems after natural thawing within 14 days of pick-up, such as frozen meat or seafood products with strange smells.

Situations MAY NOT qualify for right of withdraw (cooling-off period) ***

If the following products appear in the corresponding scene, it is not applicable for return & refund without any reason, customer service specialists will further communicate with you to see more details (such as pictures, videos, etc.) to assess the use of the product condition.

Products and scenarios may not qualify for Right of Withdrawl
Category	Scenarios
Electronics	For disposable packaging electronics, it is not necessary for them to be removed from their packaging. If that is done anyway, then depreciation can be charged which can be as high as 100% for the following Sealed electronic devices that are unsealed/opened and activated for use without quality problems Software that has been unsealed/unpacked Digital activation codes for downloads and/or software and games be activated
Fashion	Due to health protection or hygiene reasons and were unsealed after delivery Lingerie, underwear and innerwear Socks, Leggings & tights with obvious sigh of wearing
Sports & Outdoor	Due to health protection or hygiene reasons and were unsealed after delivery Bras/swimwares/underwear/socks be wore and with obvious sign of wearing
Home & Living	Made-to-order items such as furniture or furniture that has been assembled Live plants may deteriorate within the cooling-off period
Health, Beauty & Personal Care	Health protection/hygiene product/beauty product that have been unsealed and used may influence other's health
Books, Games & Music	Books, magazines, CDs, DVDs, blu-ray disc software, digital content and games which be unsealed i.e. eBooks, music, movies that been activated for watching etc.
Others	Gift cards Clearance products may deteriorate within the cooling-off period Services, if the service provider offered a complete service (e.g. home repairs, etc.)

Right of Withdrwal

You have the right to cancel your order within 14 - 30days without giving any reason. The cancellation period will expire after 30 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. To exercise the right of cancellation, you must inform us of your decision via online chat/email address or phone calls to our customer service team. You may use the model cancellation form (https://www.thuiswinkel.org/data/uploads/reglementen/Modelformulier_voor_herroeping.docx), but it is not obligatory. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right of cancellation before the cancellation period has expired.

More explanation of order cancellation/return
If you cancel your whole order from ochama, we will reimburse to you all payments received from you, including the costs of delivery, without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to cancel/return this order. If you only return part of your order, we will not reimburse you for the costs of delivery. We will reimburse you using the same means of payment as you used for the initial transaction. We may withhold refund until we have received the goods back or you have supplied evidence of having sent back the goods. You shall send back or hand over the goods to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this order to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods.

Our returns address
Da Vincistraat 5, 2652 XE, Berkel en Rodenrijs Netherlands

Please be noted that all the return label are created by ochama without any extra fees needed from customer.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.