Returns
Not happy? You have 14 days to change your mind. Here is how it works.
Template. Check the periods, costs and exceptions for each client.
Cooling-off period
You may cancel (withdraw from) your order within 14 days of receipt without giving a reason. If the order arrives in several shipments, the period starts when you receive the last one.
How to return something
- Tell us within 14 days that you want to withdraw. You can do this by email or with the model form below.
- Send the product back within 14 days of your notice, well packed and as much as possible in its original condition.
- Return shipping is at your expense, unless the product was damaged or wrong.
Refund
We refund the purchase price including standard shipping within 14 days of your notice, using the same payment method. We may wait until we have the product back (or you can show it has been sent). You receive a credit note by email.
You may inspect the product as you would in a shop. If it has been used more than that or is damaged, we may deduct the loss in value.
Exceptions
There is no cooling-off period for, among others:
- products made or personalised at your request (custom work);
- perishable products, such as loose tea once the packaging is opened.
Complaints and damage
Did your order arrive damaged or wrong? Email us within 14 days with a photo and we will sort it out. This is separate from your right of withdrawal.
Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract. An email with the same information is fine too.
To: Lumen & Klei, Oudegracht 1, 3511 AA Utrecht, hallo@lumen-klei.nl
I/We* hereby give notice that I/We* withdraw from my/our* contract of sale of the following goods:
- Ordered on* / received on*
- Order number
- Name of consumer(s)
- Address of consumer(s)
- Signature (only on paper)
- Date
* Delete as appropriate.