Refund policy

Returns and right of withdrawal

If you are a consumer purchasing through otemba-sake.com, you have the legal right to withdraw from your purchase without giving a reason.

You may notify us that you wish to withdraw from your purchase up to 14 days after the day you receive your order. If an order is delivered in several separate shipments, the 14-day period starts after you receive the final item from the order.

After notifying us of your withdrawal, you have a further 14 days to send the products back to us.

Discounted and sale items are subject to the same statutory right of withdrawal.

How to request a return or cancellation

You can exercise your right of withdrawal:

through the online cancellation and return function available on our website; or
by emailing us at info@otemba-sake.com; or
by otherwise sending us a clear statement that you wish to withdraw from your purchase.

You do not need to provide a reason for your withdrawal.

If you submit your withdrawal through our online withdrawal function, you will receive confirmation electronically.

Returning your products

Products should be returned to:

Otemba Sake
Westhavenweg 63E
1042 AL Amsterdam
The Netherlands

Please package returned products carefully to prevent damage during transport. Where reasonably possible, we ask that you use the original packaging.

You are responsible for the return shipment until it reaches us. We therefore recommend using an appropriate tracked and, for higher-value returns, insured shipping service.

Condition of returned products

During the withdrawal period, you may inspect a product to the extent reasonably necessary to establish its nature and characteristics, in the same way that you would be able to inspect it in a physical shop.

Please do not open or consume bottles if you intend to return them. Opening or consuming a bottle can substantially reduce its value.

If a product has been handled beyond what is reasonably necessary to inspect it and this has resulted in a reduction in value, we may deduct the resulting loss in value from your refund.

Labels, packaging and other parts of the product should therefore be kept intact as far as reasonably possible.

Products excluded from the right of withdrawal

The right of withdrawal does not apply where a statutory exception applies. This may include, for example:

products that are made to your specifications or are clearly personalised;
products that deteriorate or expire rapidly; and
sealed products that are not suitable for return for reasons of health protection or hygiene where the seal has been broken, where the applicable legal requirements for this exception are met.

Nothing in this section limits any rights you may have in relation to a faulty, damaged or incorrectly supplied product.

Refunds

If you exercise your right of withdrawal, we will refund the payments that we are legally required to refund within 14 days after you inform us of your decision to withdraw.

We may withhold the refund until we have received the returned products or until you provide evidence that you have sent the products back to us, whichever occurs first.

Refunds will normally be made using the same payment method that you used for the original transaction, unless another method has expressly been agreed with you. You will not be charged a fee by us for receiving the refund.

Original delivery costs

If you withdraw from and return your entire order, we will also refund the cost of our standard delivery method originally charged for that order.

If you chose a more expensive delivery method than our standard delivery method, the additional delivery cost will not be refunded.

If you return only part of an order, the original delivery costs are not refunded.

Return shipping costs

When exercising your statutory right of withdrawal because you have changed your mind, you are responsible for the direct cost of returning the products to us.

If we provide you with a return label and inform you that its cost will be deducted from your refund, the cost of that label may be deducted from the amount refunded.

Different rules apply if an item is faulty, damaged, incorrect or otherwise does not conform to your order.

Damaged, faulty or incorrect products

Please inspect your order when you receive it and contact us at info@otemba-sake.com if an item is damaged, faulty or incorrect so that we can assess the issue and arrange an appropriate solution.

If the product does not conform to your order or is faulty, your statutory consumer rights apply. Where we are responsible for the problem, you will not be required to bear return costs that legally fall to us.

The rights relating to faulty or incorrect products are separate from your 14-day right of withdrawal.

Exchanges

If you would like a different product, please contact us at info@otemba-sake.com.

Where appropriate, the easiest way to exchange an item may be to return the original product in accordance with this policy and place a new order separately.

If we have supplied an incorrect or defective item, please contact us so that we can arrange an appropriate replacement or other solution.

Late or missing refunds

After we have processed a refund, it may take some time before the amount appears in your account, depending on your bank or payment provider.

If you have received confirmation from us that your refund has been processed but have not received it after a reasonable processing period, please contact us at info@otemba-sake.com.

Business purchases

The statutory consumer right of withdrawal described above applies to purchases made by consumers.

Purchases made in the course of a business or profession are not covered by the statutory consumer cooling-off period and may be subject to separate terms agreed with Otemba Sake.

Contact

For questions about returns, refunds or your right of withdrawal, please contact: