Terms of delivery

Index:

Article 1 - Order process
Article 2 - Conclusion of agreements
Article 3 - Prices and shipping costs
Article 4 - Shipment
Article 5 - Retention of title
Article 6 - Payment methods
Article 7 - Complaint

Article 1 - Order process

Fokker offers its customers a wide range for all matters concerning pets. By clicking on the products or product descriptions, the customer can navigate to the product details, for example details related to the product design, dimensions or taste. The product is placed in a virtual shopping cart by indicating the desired quantity and then clicking on the shopping cart symbol.

By clicking on the shopping cart in the top right corner of the website, the customer can navigate to an overview of products in the virtual shopping cart and make adjustments where necessary.

If the customer does not wish to add any further products to the online shopping cart, the processing of the order can be continued via the Order button. Registered customers can enter their name and password here to automatically use their stored information for this order.

In the order overview, the customer can view his or her order with details about the price (including VAT) and details about shipping and costs.


Article 2 - Conclusion of agreements

The images of the range in the online shop are illustrative and intended to give the customer an idea of ​​the product; these are not binding. The customer makes a binding order by entering into a purchase agreement when they complete the order process by clicking the "Complete order" button. The customer then automatically receives a confirmation of the order by e-mail (order confirmation). This order confirmation is not related to the acceptance of the order. The agreement with Fokker is only confirmed if Fokker sends the ordered products to the customer and the customer receives a confirmation e-mail (shipping confirmation).


Article 3 - Prices and shipping costs

All prices include VAT and other price elements; these prices must be increased by any applicable shipping charges.


Article 4 - Shipment

Unless otherwise stated in the shipping confirmation, the expected delivery time is 1-2 days.

Order on                                             Expected time of delivery
Monday to Friday + Sunday                1-2 business days
Saturday                                              1-3 business days

We deliver in the Netherlands and Belgium.
Shipping is free in the Netherlands and Belgium when purchasing from 20 kg.
Orders can be placed from 7.5 kilos.
The total amount of shipping costs will be indicated as soon as you go to the shopping cart.

Our packages are sent with DPD, Seabourne or van Rooijen.

Within the Netherlands and Belgium, more than 90% of our orders are delivered in the number of days indicated below. The delivery time may differ due to the availability of a product in our warehouse, product type, holidays or chosen payment method (prepayment).

In the event that the ordered products are not in stock, Fokker may, at its own expense, deliver the order in parts, provided that this is acceptable to the customer.

In the event that Fokker is unable to deliver because the ordered products have not been delivered to Fokker by its own suppliers, Fokker may withdraw from the agreement without any fault. In such a case, Fokker will inform the customer and offer a comparable alternative. If a comparable product is also not available or if the customer does not want to order the alternative, Fokker will refund the paid amount to the customer.

In case of damage during shipment, Fokker customer service must be contacted. As a result, Fokker has the option to file a complaint with the delivery person about the damage suffered. If the customer is unable to provide information about the damage incurred during transportation, this will not affect the customer's warranty rights in any way.


Article 5 - Retention of title

The goods remain the property of Fokker until payment has been made. For the transfer of ownership, pledging, processing or processing without permission from Fokker is not permitted.


Article 6 - Payment methods

Goods can be paid with iDeal, Bancontact, credit card or with Sofort banking. Fokker has the right to accept certain payment methods in individual cases or depending on the delivery method chosen by the customer. Payment by cash or check is not possible.

Payment by credit card
In case of payment by credit card, the amount will be debited within one week after shipment of the goods (we accept MasterCard and Visa)

Bank details:
Fokker Diervoeders B.V.
Bank: Rabobank
Place: Nuenen
IBAN: NL85 RABO 0115911294
SWIFT (BIC): RABONL2U

Payment arrears
If the customer is in arrears, the purchase amount will accrue interest during the arrears of 5 percentage points above the ECB base loan rate. If the customer is not a consumer, the interest rate is 8 percentage points above the base loan rate.

Credit notes
In case of redemption of credit notes, the specific valid redemption conditions, minimum order quantity and period of validity etc. must be observed. The corresponding information can be found on the credit notes. In any case, only one credit note or one order/customer discount can be used per purchase. Cash payment or settlement with previous orders are not possible. Resale is prohibited.

Bills
The customer agrees that invoices can only be received electronically. Electronic invoices are emailed to the customer in PDF format.


Article 7 - Complaint

Received damaged or incomplete product/package
If you have received a damaged or incomplete product/package, or if the delivery is incomplete, you can contact our customer service.
You must provide your order number and/or invoice number, the item number and the reason for your complaint, so that our customer service can help you as quickly as possible.

Do you have a complaint?
Not satisfied or has something gone wrong? Our apologies! We would like to solve this for you:

On working days between 09:00 and 17:00, please contact us on telephone number +31 (0)40 283 55 11.
If our customer service is closed, send us an email klantenservice@fokkerpetfood.com

with your complaint and the telephone number where you can be reached.
You will then be called back as soon as possible to look at a solution together!

We aim to come up with a suitable solution within one to two working days.
You will receive a substantive response from us within 14 days at the latest.

You can contact us for product complaints, but also complaints about service and/or delivery.


Not satisfied with our complaints handling?
You have the option to submit your complaint to the Thuiswinkel Disputes Committee via sgc.nl or via the Disputes Committee via the European ODR Platform.