Butternut Box Terms and Conditions

GENERAL TERMS AND CONDITIONS 

of the private limited company

Butternut Box 

Effective from 11th April 2026

1. Definitions

1.1. In these Terms and Conditions, the following terms and expressions are defined as follows: 

a. "Offer": an offer from us to a (prospective) Customer; 

b. "Subscription": an agreement between a Customer and Butternut Box under which Products are repeatedly purchased from us at a predetermined price and according to an agreed schedule; 

c. "Account": your personal and secure profile on our Site, where details such as contact information, order history, and payment details are stored; 

d. "Butternut Box": Butternut Box (Belgium) BV, with its registered seat at Brusselstraat 51, 2018 Antwerp, registered in the Crossroads Bank for Enterprises under number 0802.172.479. You can reach us via phone at +32 3 808 04 69, by email at woef@butternutbox.com, or through the contact form available on our website. Hereafter, “Butternut Box” will also be referred to as "we," or "us"; 

e. "Customer": The customer with whom Butternut Box enters into an agreement (i.e., a subscription or a one-time order), hereafter also referred to as “you” or “your”; 

f. "Agreement": any agreement or legal act between you and Butternut Box regarding the sale and/or delivery of Products by Butternut Box to you; 

g. "Parties": the Customer and Butternut Box together; 

h. "Products": all tangible goods, including but not limited to food products, materials, goods, and other physical objects sold and delivered by us under these Terms; 

i. "In Writing": by letter (addressed to the above-mentioned address), by email (woef@butternutbox.com), via the Account, or any other written means facilitated by us; 

j. "Site": the website of Butternut box with domain name: https://butternutbox.com/; and

k. "Terms": these General Terms and Conditions of Butternut Box.

1. Applicability

2.1. These Terms apply to every Offer from Butternut Box and every Agreement between Butternut Box and you, intended for non-commercial use. We ask you to read these Terms carefully before placing an order. 

2.2. These Terms regulate how an Agreement is concluded, amended, and can be terminated, how we handle issues, and other additional information. 

2.3. If any provision of these Terms is deemed invalid, this will not affect the validity of the remaining provisions. The parties will replace the invalid provision with a valid one that most closely aligns with the intent of the original provision. 

1. Offer, Conclusion of Agreement, Changes

3.1. Every Offer from us, in any form, is non-binding. An Agreement between Butternut Box and you is only concluded when the Agreement is confirmed In Writing by us. 

3.2. If, for any reason, we cannot accept the order or part of an order, we may replace the recipe while carefully considering any allergies you have provided and previous orders. This may occur (for example) if the Products are out of stock, due to unexpected restrictions (of any kind) on deliveries or inventory, or an error in the price or description of the Products. In such cases, we will notify you by email. 

3.3. To place an order, you must create an Account to manage the order and preferences. You are responsible for all actions and changes to your Account, including pet details, subscription plan, payment details with sufficient balance, delivery address, and delivery instructions. 

3.4. To create an Account and place an order, you must be at least eighteen years old. 

3.5. If any changes occur in the information you provided when placing an order, you must inform us as soon as possible via your Account. Such changes must be communicated to us no later than 11:00 PM (local time in Belgium) two days before the scheduled delivery. Changes after that deadline will not be processed. This is necessary as the order must be submitted on time to our logistics partner. Changes that arrive after the cutoff time cannot be processed, and orders cannot be removed from the process. This means the order will be shipped according to the (initially) provided details and will be fully charged.

3.6. If you have placed a one-time order (without a Subscription) and wish to cancel it, you must do so no later than 11:00 PM (local time in Belgium) two days before the scheduled delivery via your Account. 

3.7. We reserve the right to unilaterally amend these Terms and Conditions. We will notify you of the revised Terms In Writing at least 30 days before they take effect. If the Terms are amended, you have the right to terminate the Agreement In Writing before the amendments take effect, starting from the day the revised Terms come into effect. 

3.8. Any modifications to an Agreement and/or these Terms proposed by the Customer are only valid if we have provided written consent. 

1. Price, Payment

4.1. Our prices are in euros (€) and include VAT and/or any other government-imposed taxes unless otherwise agreed In Writing between the Parties. 

4.2. The total price you pay for the Products is the price of the specific Product at the time the order is placed, including applicable taxes such as VAT and shipping costs. This price is clearly displayed on the Site before you place your order. 

4.3. Orders are charged via the payment method you provided. It is your responsibility to ensure the payment details are valid. 

4.4. If you choose a payment method that allows recurring direct debit, you authorize Butternut Box to send continuous direct debit orders to your bank to withdraw the due amounts from your designated account.

4.5. If a payment transaction cannot be processed, orders may still be shipped. In such cases, we will attempt to charge the payment again. 

4.6 If such second payment attempt cannot be processed, Butternut Box will send a payment reminder (according to art. XIX.2§3 of the Belgian Code of Economic Law), giving you an additional fourteen calendar days to complete the payment. This period starts on the calendar day following the day the reminder was sent electronically. If the full payment is not made within this extended period, a late payment interest rate will be applied in accordance with the legal interest rate, and we reserve the right to recover the outstanding amount through other means, such as engaging a debt collection agency. 

4.7 Until payment is received, we reserve the right to block your Account, meaning you will not be able to place new orders until the outstanding invoice is fully settled. Additionally, we will suspend all other ongoing obligations until full payment is received.

1. Subscriptions

5.1. The provisions in this section apply only if you have a Subscription. This is in addition to all other provisions in these Terms. These Terms also apply to Subscriptions. 

5.2. Deliveries will take place at the times and frequency specified in your Account. 

5.3. We are entitled to raise the prices of our Products at any time. If we intend to increase prices, we will notify you In Writing. Upon receiving this notification, you have the right to decide whether to accept the new prices. If you do not agree with the price change, you must indicate this by cancelling your order in your Account no later than 11:00 PM (local time in Belgium) two days before the next scheduled delivery. If you do not notify us of your decision before this deadline, we will assume you accept the price change.

5.4. You may pause a Subscription at any time via your Account. The pause must be set no later than 11:00 PM (local time in Belgium) two days before the next scheduled delivery. If the pause is not communicated in time, the scheduled delivery(s) will still take place. If you decide to reactivate the Subscription later, different prices may apply compared to those previously in effect. The new prices at the time of reactivation will apply.

5.5. You can cancel the Subscription at any time via your Account. The cancellation must be set no later than 11:00 PM (local time in Belgium) two days before the next scheduled delivery. If the cancellation is not communicated in time, the scheduled delivery(s) will still take place. If you decide to reactivate the Subscription later, different prices may apply compared to those previously in effect. The new prices at the time of reactivation will apply. 

1. Products

6.1. The images of the Products on the Site serve as examples. While we strive to represent the Products as accurately as possible, we cannot guarantee that their appearance on a device will be an exact match. This means the actual delivered Product may differ slightly from the images displayed on the Site.

6.2. If we recommend a specific type or portion size of a meal for your pet, this is based on the criteria and information you provide via the Site or your Account. Keep in mind that our recommendations and portion sizes may change over time. Factors influencing meal type and size recommendations include your pet’s age, breed, activity level, weight, body condition, new insights, and data or feedback provided through your Account. You should keep your Account up to date to ensure recommendations align with accurate information.

6.3. The packaging of the Products may differ from the images displayed on the Site. All our Products are prepared in a way similar to homemade cooking, which may result in slight variations in the exact weight of each Product compared to what is stated on the packaging.

6.4. We use natural ingredients to produce our Products and strive to ensure customer satisfaction at all times. However, we reserve the right to modify ingredients or production methods from time to time for business or operational reasons. Minor changes in the composition or production of the Products may be made, and in such cases, you will be informed before delivery. If you raise any concerns regarding these changes, Butternut Box will make every effort to find a satisfactory solution.

6.5. We recommend a daily feeding amount (in grams) for your pet based on the information you provide. Additionally, we exclude certain recipes if necessary due to your pet’s allergies or medical conditions. These recommendations are based on general data, and Butternut Box cannot guarantee their absolute accuracy. In case of doubt, we always advise consulting your veterinarian first.

6.6. The Products we provide may contain allergens. It is your responsibility to inform us via your Account if your pet has any allergies so that we can recommend Products that do not contain those allergens. You remain fully responsible for your pet’s diet and cannot hold us liable for any allergic reactions or other (negative or unwanted) consequences resulting from the use of our Products.

6.7. We reserve the right to modify Products in order to:

a) comply with changes in relevant laws and regulations affecting the pet food or natural products market in Belgium; and/or

b) implement minor (technical) adjustments or improvements.

Each box contains up-to-date information on the ingredients and allergens of the Products. We encourage you to review this information.

6.8. All Products supplied by Butternut Box are perishable. After delivery, you must store the Products according to the guidelines provided by Butternut Box.

1. Offers, Discount Codes 

7.1. We offer discount codes and other types of vouchers. Once a voucher has been redeemed via the Site, it is no longer valid.

7.2. Specific (promotion) terms and conditions apply to all discount codes, vouchers, and other promotional offers. These terms and conditions are provided on our Site. Certain Products may be excluded from offers or discounts. 

7.3. Discount codes and vouchers can only be redeemed on our Site. They cannot be combined with other offers and are not exchangeable for cash. 

7.4. Some discount codes and vouchers may only be applied to a new membership with Butternut Box. We will clearly specify this. Whether it is considered a ‘new membership’ will be determined based on various interconnected factors, such as the use of a previously registered debit or credit card, a previously provided delivery address, cardholder address, or other household information. If you have previously registered an Account or used a previously used payment method, delivery address, or if it concerns the same household, the membership will not be considered new, and discount codes and vouchers will not apply. We reserve the right to verify the use of discount codes and vouchers based on this data.

7.5. The offers presented on the Site apply only to orders that are delivered within the validity period of the respective offer. The validity period of the offer will be clearly stated at the time of placing the order.

7.6. With the "Refer a Friend" program, you can share discount codes with friends to allow them to receive a discount on their first order with us. These discounts are available exclusively for new customers who have not yet registered an Account or received a previous delivery. You can refer multiple friends and earn up to €250 (per calendar year) in credit, excluding specific promotional periods. After reaching this limit, you can continue referring friends but will not receive any additional credit. A referral is considered successful when a friend registers and their first order is delivered and paid for.

7.7. We reserve the right to block an Account and cancel scheduled deliveries and/or remove offers from an Account if we detect misuse of the offers and/or discount codes.

1. Product Delivery and Shipping 

8.1. All Products will be shipped by us to the address you have provided. Butternut Box only offers the aforementioned delivery method as it involves the delivery of perishable goods that can spoil easily. 

8.2. Unless otherwise agreed upon by the Parties, you are responsible for the Products once they have been delivered to the address you specified. 

8.3. The delivery times mentioned by us, of any kind, are merely guidelines and are not binding. 

8.4. For Products that are part of a Subscription, you have the option to select the delivery dates for the first delivery during the ordering process or via the logged-in pages of your Account. However, once the order has been placed, it is no longer possible to make changes to the first delivery. Changes can only be made for subsequent deliveries. Future deliveries will occur according to a fixed schedule, which you can consult via your Account. This schedule includes the expected price for the next order and the corresponding delivery times. Actual delivery times may vary, depending on the provided delivery address, product availability, and the latest updates in your Account information.

8.5. You are obligated to ensure that the delivery of the Products to the address you provided is possible. If the Products cannot be delivered to the provided address, the carrier designated by us will deliver the order to a nearby pickup point. These pickup points do not actively cool the Products, meaning the Products may thaw, which could affect their shelf life. You are responsible for picking up the package as soon as possible to prevent spoilage.

8.6. If the delivery of the Products is delayed due to an event of Force Majeure (see Article 13 of these Terms), Butternut Box will inform you as soon as possible and take reasonable measures to minimize the consequences of the delay. However, we are not liable for delays resulting from such events. If a delay lasts more than thirty days, you have the right to terminate the Agreement and receive a refund for the Products that have been paid for but not delivered.

8.7. Ownership of the Products delivered to you remains with Butternut Box until you have fully paid the total price for the Products (including related costs). This is known as 'retention of title' meaning that, although you possess the Products, they remain the property of Butternut Box until all payments are made.

1. Complaints & Warranty 

9.1. Complaints about the Products (including quality issues) can be reported to us. The complaint must include a clear description of the deficiency. We recommend doing this In Writing. 

9.2. In case of missing Products or undelivered orders, you must also inform us of this (preferably In Writing).

9.3. If the complaint is valid, we will make efforts to fulfil the Agreement, for example by: 

a) delivering the missing items; 

b) repairing the Product; or

c) replacing the delivered Product.

9.4. If we are unable to fulfil any part of the Agreement, we will only be liable to refund the amount you paid for the specific part that could not be delivered or completed. 

9.5. The legal two-year conformity warranty for consumer goods applies to the products sold by Butternut Box. Since the goods are perishable, this warranty is only valid as long as the product’s shelf life has not expired.

9.6. You have a period of two months from the discovery of the defect to report it to us. However, we recommend doing this as soon as possible. 

1. Right of Withdrawal 

10.1. The right of withdrawal does not apply to the first delivered box, as these goods are perishable or have limited shelf life. 

10.2. You can withdraw from a Subscription within the statutory cooling-off period of fourteen days, which starts the day after delivery of the first box, without giving a reason. The first box does not need to be returned. If the subscription is withdrawn, you will only pay for the Products delivered during this cooling-off period and the Products already scheduled for delivery, unless the cancellation is made no later than 11:00 PM (local time in Belgium) two days before the delivery.

10.3. You can exercise the right of withdrawal by either: 

(a) sending the completed model withdrawal form (https://economie.fgov.be/sites/default/files/Files/Ventes/Forms/formulier-voor-herroeping.pdf) to us; or 

(b) by providing another clear statement directed to us (which may be In Writing).

10.4 If you no longer wish to continue with your Subscription after the statutory cooling-off period of fourteen days, you will need to cancel your Subscription in accordance with Article 5.5 of these Terms. 

1. Liability

11.1. Regarding the information and/or recommendations we provide about the Products and their use, these are given on a non-binding basis and to the best of our knowledge and ability. The provided advice should not be construed as medical advice. Any advice and/or information from us does not relieve you of the responsibility to conduct your own careful investigation into the Products to be used and whether their application corresponds with your intended use. It is solely your responsibility to verify the suitability and application of the Products, including, but not limited to, carefully studying the entire label and/or safety instructions, consulting a veterinarian, and/or performing allergy tests. Any incorrect or incomplete advice and/or information provided by us does not constitute grounds for any liability on our part.

11.2. Although we strive to ensure that the information on the Site, such as ingredients, appearance, or allergen information of the Products, is accurately displayed, it may happen that some Products are shown incorrectly. In such cases, the characteristics displayed on the Product packaging itself will prevail. 

11.3. We are not liable for any damage resulting from incorrect information provided by you to us. 

11.4. We are not liable for any damage caused by failure to follow the product and usage instructions or warnings provided by us.  

1. Termination and dissolution 

12.1 We reserve the right to terminate the Agreement (through dissolution or cancellation) if: 

1. you fail to provide the necessary information for the delivery of the Products, such as but not limited to, details about your pet, confirmation of account details, or delivery address; or

2. for any other reason, we are unable to properly execute the Agreement.

12.2. If we terminate the Agreement as described in Article 12.1, we will refund you the amount paid in advance for any Products that were not delivered. However, we reserve the right to charge reasonable compensation for the costs incurred as a result of the termination or cancellation of the Agreement if the termination was due to actions by the Customer.

12.3. We have the right to stop the delivery of a Product. In such a case, Butternut Box will inform you In Writing and halt the delivery of the Products. We will notify you at least fourteen days in advance of the cessation of delivery and refund the paid amount related to that order. 

1. Force Majeure

13.1. Force Majeure refers to an event where it is impossible for us or you to fulfil the Agreement due to circumstances beyond our control, considering the unforeseeable and unavoidable nature of the hindrance to performance. The performance of obligations is suspended for the duration of the temporary impossibility. 

13.2. If a situation of Force Majeure last longer than thirty days, either Party is entitled to unilaterally dissolve the Agreement without a right to compensation. If part of the obligations under the Agreement have been performed by us, the executed portion will be charged proportionally. 

1. Privacy

9.1. We respect your privacy. The processing of your Personal Data is carried out in a manner that complies with the requirements set forth by privacy regulations, and specifically in accordance with our Privacy Policy, which can be accessed via https://butternutbox.com/privacy-policy-nl.

1. Intellectual property

15.1. We reserve the rights and powers that are granted to us under the intellectual property legislation.  

15.2. No transfer or licensing of intellectual property rights in favour of the Customer takes place with respect to anything we develop, manufacture, or provide for the purpose of (performing) the Agreement. 

1. Applicable law and competent court

16.1. All Agreements between the Parties are exclusively governed by Belgian law. 

16.2. The place of performance is our registered office. All disputes and claims arising out of or related to an Agreement, these Terms and/or the relationship between the Parties will be exclusively submitted to the courts of the judicial district of Antwerp, Antwerp division.