Terms and conditions of sale

Last updated: October 2026

1. Who we are

Tinajero's Venezuelan Cuisine is the trading name of I&J Concept's and Supplies V.O.F., Generaal Barberstraat 127, 5025 XB Tilburg (Netherlands). KvK 58498680 · BTW-id NL853065494B01. Contact: tinajeroscatering@gmail.com · WhatsApp +31 6 25084799.

We are an online shop: we have no premises open to the public. We sell through this website and at the markets and events we announce.

These terms apply to all orders placed at www.tinajeros.nl. By placing an order, you accept these terms. Business customers (HORECA and retailers) also have their own terms; see section 12.

2. Products, prices and information

• We make artisan Venezuelan food: fresh, chilled and frozen products, made-to-order dishes, sweets and pantry products.
• All prices are in euros and include BTW (Dutch VAT: 9% on food; 21% on alcoholic drinks and non-food items). Shipping costs are shown before you pay.
• Photos are for illustration only. As our products are handmade, weight, shape and size may vary slightly.
• If a price contains an obvious error (for example, a missing zero), we are not obliged to sell at that price. We will let you know, and you can confirm the order at the correct price or cancel it for a full refund.

3. How to place an order

1. Choose your products and delivery method (postal delivery, local delivery or pickup by appointment).
2. Pay online.
3. You receive a confirmation email with your order number.

The contract is concluded when we receive payment and send you the confirmation. An unpaid order is not reserved.

4. Payment

All orders are paid in advance online via our payment provider myPOS (iDEAL, card, Apple Pay or Google Pay). We never see or store your card details.

Only customers we have expressly authorised may pay on pickup or by bank transfer. In that case, discounts and offers are only valid if payment arrives within the stated deadline; otherwise, the order is charged at the regular price.

5. Pre-sales and campaigns (for example, TinajerosXmas)

• The terms of each campaign (dates, discounts, gifts and delivery dates) are published on the website and form part of these terms.
• The spend-based discount is calculated and applied automatically at checkout, only on participating products. Combos and products already on offer don't count towards the discount.
• The ñapa (gift) and double ñapa are a courtesy, subject to availability; they have no cash value.
• Orders placed at the end of the campaign or after the deadline are subject to availability.
• If a product is unavailable for a one-off reason, we will let you know and you can choose between an equivalent product of the same value, a voucher or a refund for that product.

6. Delivery

Delivery methods, costs, shipping days and campaign dates are set out on the Shipping & delivery page. We do our very best to meet the date you choose, but carrier delivery times are indicative.

You are responsible for making sure your address and phone number are correct. If an order cannot be delivered because of an error in the address, the cost of reshipping is at your expense.

7. Cancellations

We prepare every order especially for you. For this reason, a paid order cannot be cancelled for a refund, except in the cases described in section 8.

If you contact us before we start preparing it, we can offer you a voucher for the amount paid, valid for a future order. Once the order has been prepared or shipped, cancellation is no longer possible.

8. Right of withdrawal (14 days)

There is no right of withdrawal for (Article 6:230p of the Dutch Civil Code):

• fresh, chilled or frozen products and prepared dishes, because they spoil quickly;
• products made to your specifications, such as personalised Tinajeros Foodie platters;
• sealed products that cannot be returned for health or hygiene reasons once opened.

There is a right of withdrawal for unopened, non-perishable pantry products (for example, flour, drinks, biscuits, coffee or non-food items):

• You may withdraw within 14 days of receiving them, without giving a reason. Let us know by email within that period.
• Return them unopened and in good condition no later than 14 days after notifying us. Return costs are at your expense.
• We refund the amount for those products, including the corresponding standard shipping costs, within 14 days of your notification. We may wait until we have received the products before issuing the refund.

9. Obligation to accept the order

By placing an order, you commit to receiving or collecting it. If you refuse an order that was delivered correctly or do not collect it on the agreed date, the payment is not refunded: fresh products cannot be resold.

10. Complaints and warranty

• Fresh, chilled or frozen products: if something arrives in poor condition or is missing, let us know within 24 hours of delivery, with photos of the product and packaging and your order number. Keep the product until we reply.
• Other products: let us know as soon as possible, no later than 2 months after discovering the problem.
• If the complaint is justified, we offer you, at your choice, a replacement product, a voucher or a refund for the affected product.
• These terms do not limit your statutory rights as a consumer.

After delivery, you must store the products as instructed (chilled or frozen). We are not liable for products that have been stored incorrectly after delivery.

11. Alcoholic drinks (18+)

We only sell alcoholic drinks to people aged 18 or over. By paying, you confirm that you are 18 or older. Proof of identity may be requested on delivery or pickup; if it is not shown or the person is under age, we will not hand over the alcoholic drinks and their value is not refunded in cash but as a voucher.

12. Business customers (B2B / HORECA)

Businesses with a B2B account buy at prices excluding BTW and under their own conditions for minimum order, delivery and payment, which are communicated to them when the account is approved. The right of withdrawal in section 8 does not apply to business purchases.

13. Liability

Our liability is limited to a maximum of the amount of the order concerned. We are not liable for indirect damage or loss of profit. This limitation does not apply in the event of intent or gross negligence on our part, or where the law does not permit it.

14. Force majeure

We are not responsible for delays or failures caused by circumstances beyond our control, such as weather events, strikes, carrier problems, breakdowns or illness. In that case we will let you know and work out a solution together: a new date, a voucher or a refund.

15. Complaints and applicable law

If you are not satisfied, write to us at tinajeroscatering@gmail.com. We reply within 14 days.

Dutch law applies, without prejudice to the rights granted to you as a consumer by the law of your country of residence. If we cannot reach an agreement, the dispute will be submitted to the competent court in the Netherlands.

16. Changes

We may update these terms. Each order is governed by the terms in force at the time it is placed.