Refund policy

Captainnuts

Return & Refund Policy

Version April 2026 · Applicable to orders placed via captainnuts.be

We do everything we can to ensure you are satisfied with your order. Not entirely happy? No problem — below you will find everything you need to know about returns and refunds.

Our return policy at a glance

Return window	14 calendar days after receipt
Return shipping	Customer is responsible for return shipping costs
Restocking fee	None
Final sale items	Not eligible for return

1. Right of Withdrawal (14 days)

As a consumer, you have the legal right to cancel your purchase within 14 calendar days of receiving your order, without giving any reason. This right is established in the European Consumer Rights Directive and Belgian law.

Key deadlines

• Withdrawal period — 14 calendar days from the date of receipt

• Return shipment — within 14 days of notifying us of your withdrawal

• Refund — within 14 days of receiving the returned goods

2. What Cannot Be Returned?

Due to the nature of our products (food items), the following exceptions apply:

• Products that cannot be returned for hygiene reasons once opened (nuts, seeds, dried fruit, etc.)

• Products with a short shelf life that are close to their expiry date

• Custom-made or personalised products

• Products whose seal has been broken after delivery

• Items marked as "final sale" — clearly indicated on the product page

⚠️

Please note Unopened products can be returned, provided the original packaging is intact. Not sure? Always contact us first at info@bydoucet.be

3. How to Return an Order?

Notify usSend an email to info@bydoucet.be with your order number and reason for return. You will receive a confirmation within 2 business days.

Pack the productsUse the original or equivalent packaging. Include a note with your order number inside the box.

Ship to our return addressUse a tracked shipping method. You are responsible for the package until it reaches us.

Receive your refundOnce your return is approved, we will refund you via your original payment method within 14 calendar days.

Return address Captainnuts Captain Nuts — c/o ShopWeDo e-fulfilment
Egide Walschaertsstraat 22C
2800 Mechelen, Belgium

Always include your order number on the outside of the package.

4. Return Costs

Captainnuts' fault (wrong or damaged product) — we cover all return shipping costs. You will receive a free return label by email.

Customer's choice (change of mind) — return shipping costs are the customer's responsibility. Captainnuts does not charge any restocking fees — you will receive a full refund of the product price.

5. Refunds

After approval of your return, we will refund you within 14 calendar days of receiving the returned products.

Payment method	Expected timeframe
Bancontact / bank transfer	2–5 business days
Credit card (Visa / Mastercard)	3–7 business days
PayPal	1–3 business days
Shop Pay	5–10 business days

What is refunded?

✓ Full product price (including VAT)

✓ Original shipping costs (only if the entire order is cancelled before shipping)

✗ Return shipping costs (unless Captainnuts is at fault)

✓ No restocking fees charged

6. Damaged or Wrong Product?

• Your order number

• A clear photo of the damaged or incorrect product

• A brief description of the issue

We will offer you a free replacement or a full refund, including shipping costs.

7. Cancelling an Order

Want to cancel before your order is shipped? Contact us as soon as possible at info@bydoucet.be or +32 495 99 65 28.

• Not yet shipped — free cancellation, full refund

• Already shipped — follow the return procedure upon receipt

8. Contact

Questions? Our team is happy to help during office hours (Mon–Fri, 09:00–17:00).

Email info@bydoucet.be

Phone +32 495 99 65 28

This return and refund policy has been drawn up in accordance with Belgian law of 26 March 2010 on consumer protection in distance contracts and European Directive 2011/83/EU.
Captainnuts / By Doucet · BE0740.878.179 · Isabella Haeckstraat 17D, 9070 Destelbergen · captainnuts.be · April 2026