Withdrawal & complaints

Products that you purchase through our web store, which are custom made according to the specification entered by you, are not subject to the right of return. The right of withdrawal therefore does not apply. The sale is final after successful payment. This applies to all fabrics that are custom ordered. Not sure about a fabric or color? Order a sample first. Click here!

If you make use of your right of withdrawal in consultation, the product will be returned to the entrepreneur with all accessories supplied and – if reasonably possible – in its original condition and packaging. To exercise this right, please contact us at [email protected]. We will then refund the agreed order amount within 14 days of receipt of your return, provided that the product has been returned to us in good order.

• Please keep the enclosed packing slip and check the fabric(s) carefully before using it.
• When further processing our fabrics, take into account cutting losses.
• Measurements must be checked before further processing.
• Also keep in mind that certain (stretch) fabrics can shrink in the wash.
• After processing our products, they can no longer be returned.
  (Read more below)

We recommend that you make complaints known to us before processing the fabric by emailing [email protected]. If this does not lead to a solution, it is possible to register your dispute for mediation via WebwinkelKeur. From 15 February 2016 it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet being handled elsewhere, you are free to file your complaint via the European Union platform.

• We cannot process your complaint if the fabrics have been cut, washed, made up or processed in other ways.
• A complaint must be reported to us within 14 days of receipt.

For further information about your rights, please refer to our General Terms and Conditions.

In the event of a purchase, a consumer has the possibility to dissolve the agreement for 14 days without giving any reason. This period commences on the day following receipt of all products by the consumer or a by the consumer announced representative. During the reflection period, the consumer shall handle the product and the packaging with care. He will only unpack or use the product to the extent necessary in order to assess whether he wishes to keep the product. If he exercises his right of withdrawal, he will have the product and if reasonably possible- in the original condition and packaging returned to the entrepreneur, in accordance with the reasonable and clear instructions provided by the entrepreneur.

If the consumer wants to use his right of withdrawal he is obliged to make this known to the entrepreneur within 14 days of receipt of all the products. The consumer can do this by means of the standard form. After the consumer expressed wanting to make use of his right of withdrawal, the consumer shall return the product within 14 days to the entrepreneur. The consumer must prove that the products are returned in a timely manner, for example by means of a proof of mail delivery.
If the consumer at the end of the statutory period in paragraph 2 and 3 of this article has not expressed to want to make use of his right of withdrawal or the product has not been returned to the entrepreneur, the sale is a fact.

Products that are made to consumer specifications are not eligible for withdrawal. This includes all fabrics cut to specifications. The sale is definitive instantly after payment. Are you in doubt about a fabric or color? Please order a sample before placing your order ! Click here!
In case of a incorrect delivery of fabrics (e.g. wrong collor or fabric) the consumer has the right of withdrawal, even with customized orders.

Complaints

We recommend that you report complaints to us before processing the fabric by sending an e-mail to [email protected]. In case you don’t find your complaint has been resolved, you have the option to file your complaint with Stichting WebwinkelKeur. Since the 15th of February it’s also possible for consumers in the EU to report complaints to the ODR platform of the European Union. This ODR platform can be found at http://ec.europa.eu/odr.