Returns

Online orders and in-store purchases

The right of withdrawal with a refund only applies to products ordered online through our webshop, such as rugs and cushions. For these online purchases, the 14-day cooling-off period described below applies.

Rugs purchased in one of our stores in Groningen, Amstelveen, or Hilversum are not eligible for a refund. However, we do offer you the option to exchange the purchased rug for another one.

Returning online orders

You have a 14-day cooling-off period to return the product without stating any reason, starting from the day of receipt of the product. From the moment you notify us of your return, you have another 14 days to send back the product. The product can only be returned unused and, if possible, in its original packaging.
The return shipping costs for the order are at your expense. We will credit the amount within 14 days.

The entrepreneur will reimburse all payments made by the consumer, including any delivery costs charged by the entrepreneur for the returned product (if the entire order is returned), without delay but within 14 days following the day on which the consumer notifies him of the withdrawal. Unless the entrepreneur offers to collect the product himself, he may wait with reimbursement until he has received the product or until the consumer demonstrates that he has returned the product, whichever occurs first.

The entrepreneur will use the same payment method for reimbursement that the consumer used, unless the consumer agrees to a different method. The reimbursement is free of charge for the consumer. If the consumer has chosen a more expensive method of delivery than the cheapest standard delivery, the entrepreneur does not have to refund the additional costs for the more expensive method.

Shipping costs

For collecting and returning your order within the Netherlands, we charge a fee starting from €75.

Complaints

It is, of course, unpleasant if you have a complaint about the service you have experienced. Nevertheless, we kindly ask you to inform us of your complaint. This can be done via email, regular mail, and/or telephone. We will review the complaint and try to resolve it to everyone's satisfaction.
Our contact details can be found on the contact page. We will respond to your complaint within 14 days of receipt; should it require more time, we will inform you of this.
If you do not appreciate this, you can always contact the mediation department of Stichting Webshop Keurmerk, to which we are affiliated. Should the mediation attempt for any reason not lead to a satisfactory solution, it is possible to submit your dispute to the Disputes Committee (SGC).