Returns
Your right to cancel
As a consumer in the Netherlands, you have 14 days from delivery to cancel your order, for any reason, and return unopened bottles, in line with Dutch and EU consumer law.
What can be returned
- Unopened, undamaged bottles in their original condition can be returned within 14 days.
- For reasons of hygiene and quality, opened bottles cannot be returned.
- Unpasteurised, temperature-sensitive sake cannot be returned once it has left the cold chain.
Return shipping
For a change-of-mind return, you pay the cost of returning the items. If an item arrived damaged or was not what you ordered, we cover the return cost.
Workshops and gift cards
- Workshop tickets are for a specific date and are non-refundable, but you are welcome to pass your place to someone else.
- Gift cards are non-refundable and do not expire.
Damaged or incorrect items
If a bottle arrives damaged, or you received the wrong item, please contact us as soon as you can, ideally within a few days of delivery, and we will arrange a replacement or a refund at no cost to you.
How to return
To start a return, fill in the withdrawal form here or email kazumi@grapeandrice.eu with your order number, and we will explain the next steps.
Refunds
Once we receive and check your return, we process your refund within 7 days, to your original payment method. Depending on your bank or card provider, it may take a few more days to appear in your account.
Age check at delivery
If a parcel cannot be delivered because the recipient cannot show they are 18 or older, it returns to us and we refund your order.
