Return Policy
We have a 14-day free returns policy, which means that you can submit a return request within exactly 14 days of your item's order date and send your item back to us via PostNL or DHL without any penalty.
To be eligible for a return, your item must be in the same condition that you received it, with no signs of wear or damage. You will also need the receipt or proof of purchase.
To initiate a return, please contact us via the contact form.
If your return is accepted, we will send you the address to which you can return the items. We only accept returns by registered mail via PostNL or DHL. Items that are returned to us without first requesting a return will not be accepted. We aim to process return requests within 14 days and respond to you as soon as possible. As a customer, you are responsible for any costs for returning your order. We respond to return requests as soon as possible.
Damage and problems
Please check your order upon receipt and contact us immediately if the item is faulty, damaged or you have received the wrong item so we can assess the problem and make it right. Damage and problems must be reported within exactly 14 days of the order date.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, such as perishable goods (such as food, flowers or plants), custom-made products (such as special orders or personalized items), and personal care items (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids or gases. Please contact us if you have questions or concerns about a specific item. Unfortunately, we cannot accept returns for sale items or gift cards. We also cannot accept free return notifications for orders outside of the Netherlands.
Exception to the right of withdrawal for damaged products
According to the law (article 6:230s paragraph 3 BW), the consumer is responsible for the depreciation of a product if the consumer has used the product in a way that goes beyond what is necessary to determine the nature, characteristics and functioning of the product. This means that the consumer may assess the product as one would in a shop, but may not damage it or use it inappropriately.
We perform strict quality inspections on our rice paper lamps before they are shipped to ensure that each product arrives in perfect condition. With every order of our rice paper lamps, we take photos of the product before it is shipped so that we can prove that the lamp arrived in an undamaged condition. We place great value on the quality and durability of our products and carefully package them to prevent damage during shipping. Once the customer has received and opened the product, the responsibility for handling the lamp with care lies with the customer. If there is any damage after opening, such as a tear in the rice paper, this is not part of our return policy as the product met all quality requirements upon delivery.
Return Policy for Free Items
In certain situations, such as delays, we may give a free lamp with the initial order, subject to change. If you submit a return request, the lamp received for free must also be returned. If this does not happen, we reserve the right to deduct the value of the lamp from the amount to be refunded.
Swap
The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.
European Union 14 days cooling-off period
Notwithstanding the above, if the goods are shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason and without giving any reason. As previously stated, your item must be in the same condition as you received it, unworn or unused, with tags and in its original packaging. You will also need the receipt or proof of purchase.
Returns Responsibility
When returning items, it is important for our customers to ensure that the returned items reach us safely and undamaged. We kindly request that all returns are carefully packaged to prevent damage during transit. Customers are responsible for properly packaging and protecting the items, including using the original packaging if possible, and ensuring that all tags and accessories remain intact. Items that are damaged or used may not be fully refunded depending on the condition of the returned item.
Refunds
We will notify you once we have received and inspected your return and let you know whether the refund has been approved or not. If approved, the amount will be automatically refunded to your original payment method within 10 business days. Please note that it may take some time for your bank to process and post the refund.
