1. Shipping and delivery

Delivery area

RationPoint currently delivers only to addresses in the Netherlands, subject to any exclusions displayed during checkout.

How your order is fulfilled

Products may be stored, packed and dispatched directly by a Dutch wholesale or fulfilment partner on behalf of RationPoint. Your purchase remains with RationPoint. Please contact us—not the wholesaler—if you have a question or problem.

Order cut-off and delivery estimate

Orders placed before 17:00 are forwarded for processing as soon as reasonably possible. This cut-off does not guarantee same-day dispatch. Orders placed after 17:00, at weekends or on public holidays may begin processing on the next business day.

The applicable delivery estimate is displayed during checkout or in your order confirmation. Delivery estimates begin after order acceptance and payment authorisation and are not guaranteed deadlines unless expressly agreed. If no other period is agreed, we will deliver within the maximum period required by law.

Shipping charges

Tracking, address errors and missed delivery

• Where tracking is available, it will be sent electronically after dispatch. Activation may take some time.
• Please provide a complete and accurate delivery address. Reasonable additional costs caused by incorrect or incomplete information may be charged where permitted by law.
• PostNL’s applicable missed-delivery and collection procedure may apply.
• Risk passes to you when you, or a third party appointed by you other than the carrier, receives the Products.

Delay or non-delivery

If your order does not arrive within the indicated period, contact care@rationpoint.nl. If a legally required or expressly agreed deadline is missed, you retain the remedies provided by consumer law, including the ability to set a reasonable additional period where required and, in applicable cases, cancel the Agreement.

2. Missing, incorrect, damaged or unsafe Products

If something is wrong with your delivery, contact us as soon as reasonably possible and include:

• your order number;
• a description of the issue;
• photographs of the shipping box, label and affected Product where relevant; and
• the batch/lot number and best-before or use-by date for a food-safety concern.

An incorrect, damaged, defective, expired-on-delivery or otherwise non-conforming Product is not treated as an ordinary change-of-mind return. If your claim is justified, RationPoint will bear the necessary return cost and provide the remedy required by law, such as replacement, repair where relevant, price reduction or refund.

3. Your right of withdrawal

Subject to statutory exceptions, you may withdraw from an online purchase without giving a reason during the 14-day withdrawal period. For a Product, the period ends 14 days after the day on which you, or a third party appointed by you other than the carrier, receives it. Where one order is delivered in separate parts, the statutory period may begin after receipt of the last Product.

You may also notify us before the Product has been delivered.

How to withdraw

Within the withdrawal period, inform us using any of the following:

• the electronic withdrawal function linked below;
• the model withdrawal form on this page;
• an unambiguous email to care@rationpoint.nl; or
• another unambiguous written statement.

Simply returning or refusing a parcel without clearly notifying us may not be sufficient to exercise the withdrawal right.

Exceptions

The statutory withdrawal right may not apply, among other legally recognised situations, to:

• Products liable to deteriorate or expire rapidly;
• sealed Products unsuitable for return for health-protection or hygiene reasons after the seal has been broken;
• Products that, after delivery, are inseparably mixed with other items;
• Products made to your specifications or clearly personalised; and
• other Products expressly excluded by applicable law.

Food is not automatically excluded merely because it is food. Shelf-stable, unopened groceries generally remain subject to the normal withdrawal rules unless a specific legal exception applies.

4. Returning Products after withdrawal

After notifying us, send the Products back within 14 days to:

Do not send a return to the wholesaler unless RationPoint gives you written instructions to do so.

• Pack Products securely and retain your shipment receipt and tracking information.
• For an ordinary withdrawal, you bear the direct return cost and the transport risk until the return is delivered.
• As an indication at 6 August 2026, PostNL consumer rates start at approximately €4.55 for a qualifying letterbox parcel and €6.95 for a standard parcel purchased online. The actual cost depends on size, weight, service and carrier and may change.
• You may inspect a Product only as you reasonably could in a physical shop. You may be liable for diminished value caused by unnecessary handling.
• Do not open food packaging or break a health/hygiene seal if you may wish to return the Product.

5. Refunds

1. If you validly withdraw, we refund the payments received for the withdrawn Products.
2. If you withdraw from the complete order, we also refund the cost of our least expensive standard outbound delivery method where the law requires this. For a partial return, the original shipping charge is generally not refunded.
3. Any additional cost resulting from your choice of a more expensive delivery method is not refunded.
4. We refund without undue delay and no later than 14 days after receiving your withdrawal notice. We may withhold payment until we receive the Products or you provide evidence that they were returned, whichever occurs first, where the law permits.
5. Refunds are made using the original payment method unless you expressly agree otherwise. We do not charge a refund fee.
6. Our operational target is to process an approved refund within 5–7 business days. Your bank or payment provider may take additional time. This target does not extend the statutory deadline.

6. Complaints

Send complaints to care@rationpoint.nl with your order number, a clear explanation, the requested solution and supporting information where relevant.

We aim to acknowledge complaints within 2–3 business days. A complex delivery or product-safety investigation may take longer, but we will keep you reasonably informed. This service target does not limit your statutory rights.

7. Model withdrawal form

Complete and send this form only if you wish to withdraw from the Agreement. You may copy it into an email, print it or use the electronic function above.