Customer Service

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Order

You can order from us directly online, with or without creating an account. If you have an account, you don’t have to fill in all your information every time, and you can easily keep track of your orders in one overview. You can create an account, but it isn’t a must.

We can process a maximum of 6 tins per order. For larger or business related orders, simply send us an email at info@puregoatcompany.com.

Delivery

We are working hard to conquer the world, but for now we only deliver our bottle formula to addresses in the Netherlands, Germany and Austria.

Orders placed before 11: 00 p.m., normally means home delivery the next day (within the Netherlands). On Sundays and public holidays, we unfortunately cannot offer this service, so remember this when placing your order.

Delivery optionsCosts (order up to €50)Costs
(orders of €50 and above)
Standard delivery+ € 3,95Free
Evening delivery (except Sat.)+ € 1,38+ € 1,38
Home address (not at the neighbours’)+ € 0,33+ € 0,33
Pickup from a POSTNL location+ € 3,95Free

Payment

Yes, the payment must be made before the order can be dispatched. Payment can be made in the following ways:

Payment methodCosts
GIRO PAYFree
IDEALFree
Creditcard (post-payment arrangement)Free
PayPalFree
Sofort BankingFree
Klarna post-payment arrangementFree

Right of cancellation & refund

You can always cancel your order and you are entitled to a refund under a few conditions. These are listed below.


Deadlines

If you have ordered 1 or more products through our webshop, we will send your order as soon as we receive the confirmation of your payment. If you still want to cancel your order, please send an email to info@puregoatcompany.com. Please mention the order number or send the original email with our order confirmation. If the shipping department has not yet processed your order, you do not have to do anything and we will refund your money.

If we have received your order: you have 14 days from the day you receive our products to return your order. Please refer to the below information. If you adhere to the terms and conditions, we will generally refund the money within 14 days of receiving the returned products in question.

Return shipment


For the return shipment of unopened tins, it works as follows:
  1. Download the return form here, print it out and fill it in
  2. Close the tin securely and use the original shipping box if possible
  3. Add the return form to the shipping box that contains the product
  4. Please write the following address on your return shipment:

    For attn.: The Pure Goat Company B.V.
    Freepost number 98160
    1000 VA Amsterdam

  5. Drop off the return shipment at a PostNL location

Please note, we will always need the original order number; so don’t forget to include this on the form. This number can be found on the order confirmation, which you received by email after placing your order.

 

Return shipment of opened tins

 

Do you have a complaint about an order and already opened the tin? No problem, please close the tin as securely as possible and return the order via the previously indicated steps.

Please indicate on the return form that you have opened the tin. If the complaint is justified, we will reimburse the full costs. This applies to our Pure Goat Company Complete Infant Milk 1, Follow-on formula 2 and Follow-on formula 3 ordered via our webshop.

 

Money-back guarantee

Maybe there is nothing wrong with the product, but your child simply does not like formula made from goat’s milk. Then, take advantage of our money-back guarantee: we offer this guarantee on our Pure Goat Company Follow-on formula 2 and Follow-on formula 3. Unfortunately, our Full Infant formula 1 is excluded from this guarantee.


What should you do?

To make a claim on our money-back guarantee, please do the following:

Here’s how it works:

1. Download the return form here [link to return form], print it out and fill it in.

2. Indicate that you want to make use of the money-back guarantee (this is not possible for Infant Formula 1)

3. Close the tin securely and use the original shipping box, or other adequate packaging.

4. Add the return form to the shipping box that contains the product

5. Please write the following address on your return shipment

Attn.: The Pure Goat Company B.V.
Freepost number 98160
1000 VA Amsterdam

6. Drop off the return shipment at a PostNL location

 

Once we have received your return shipment, we will do our best to complete your request within 14 days and notify you by email.

 

Additional terms and conditions of the money-back guarantee

The product must be sent to us within 14 days of receipt or within 14 days of direct purchase from the shop.
You must have prepared our product according to the instructions on the package. We apply a maximum of one (opened) product per person and/or address. If you have ordered several tins at once, you can return them all. We do apply the condition that only 1 tin can be opened.

Please note, if a returned tin of Follow-on Formula 2 or Follow-on Formula 3 contains less than half of the food, it is not covered by the money-back guarantee.

Money back

We will do our best to refund your payment as soon as possible via the payment method you used to pay for the item. If that doesn’t work, we will ask you for a bank account number/IBAN. We generally reimburse within 14 days after we receive our returned products.

We reserve the right to amend, terminate or supplement the conditions of our money-back guarantee at all times.

General terms and conditions

Our general terms and conditions shall prevail in the event that anything is unclear. These conditions can also be found on our website.