Terugbetalingsbeleid

* { margin: 0; padding: 0; box-sizing: border-box; font-family: 'Arial', sans-serif; } body { background-color: #f9f9f9; color: #333; line-height: 1.6; padding: 20px; } .container { max-width: 1200px; margin: 0 auto; background: white; padding: 30px; border-radius: 8px; box-shadow: 0 2px 10px rgba(0,0,0,0.1); } h1 { color: #2c3e50; text-align: center; margin-bottom: 30px; padding-bottom: 15px; border-bottom: 2px solid #3498db; } h2 { color: #3498db; margin: 25px 0 15px; font-size: 1.5rem; } h3 { color: #2c3e50; margin: 15px 0 10px; font-size: 1.2rem; } p { margin-bottom: 10px; line-height: 1.7; } .faq { background-color: #e3f2fd; padding: 15px; border-radius: 6px; margin: 15px 0; } .policy-points { margin-left: 20px; margin-bottom: 15px; } .policy-points li { margin-bottom: 8px; } .table-container { overflow-x: auto; margin: 20px 0; } table { width: 100%; border-collapse: collapse; background: white; box-shadow: 0 1px 3px rgba(0,0,0,0.1); } th, td { padding: 12px 15px; text-align: left; border-bottom: 1px solid #ddd; } th { background-color: #3498db; color: white; font-weight: bold; } tr:hover { background-color: #f5f5f5; } .flow-chart { background-color: #f8f9fa; padding: 20px; border-radius: 8px; margin: 20px 0; border: 1px solid #dee2e6; } .flow-steps { display: flex; flex-direction: column; gap: 10px; } .flow-step { display: flex; align-items: center; gap: 10px; } .flow-number { background-color: #3498db; color: white; width: 30px; height: 30px; border-radius: 50%; display: flex; align-items: center; justify-content: center; font-weight: bold; flex-shrink: 0; } .flow-content { flex: 1; } .highlight { color: #e74c3c; font-weight: bold; } .note { background-color: #fff3cd; padding: 12px; border-radius: 6px; margin: 15px 0; font-style: italic; } .example { background-color: #e8f5e9; padding: 10px; border-radius: 4px; margin: 10px 0; } @media (max-width: 768px) { .container { padding: 20px; } h1 { font-size: 1.8rem; } h2 { font-size: 1.3rem; } th, td { padding: 10px 8px; font-size: 0.9rem; } .flow-step { flex-direction: column; align-items: flex-start; } }

CUSTOM-MADE PRODUCTS RETURN & EXCHANGE POLICY

1. Business Scenarios & Frequently Asked Questions

FAQ: Are custom-made products returnable?

Answer: Non-quality-related returns are not accepted. However, we offer modification services (see price list), with only a 20% material loss fee.

From the Customer’s Perspective

Customers hope for flexible returns and exchanges, fearing losses from customization restrictions.

From the Seller’s Perspective

Clarify limitations and modification solutions to avoid disputes.

Key EU Legal Points

EU law allows excluding custom-made goods from the cooling‑off period, provided customers are clearly informed.

2. After-Sales Process Flowchart

1
Customer places custom order and receives the product
2
Is the customer satisfied with the product?
3
Yes → Transaction completed, thank you for your trust!
No → Check for quality issues
4
Quality issue → Contact support for return or refund
Non-quality issue → Use our paid modification service
5
Customer contacts support and returns the product (FREE return shipping)
6
We inspect and assess product condition
7
Customer pays modification fee (only 20% of production cost)
8
We remake and ship the new item → Transaction completed

3. Detailed Return & Exchange Policy

3.1 General Policy for Custom-Made Products

  • Basic Principle: Under the EU Consumer Rights Directive, fully personalized/custom-made goods are excluded from the 14‑day free return policy.
  • Quality Issues: If defects or non-compliance with specifications exist, we take full responsibility and offer FREE return or refund.
  • Non-Quality Issues: Returns are not accepted for personal reasons (change of mind, minor measurement error, color preference). However, flexible paid modification is available.

3.2 "Custom Modification Service"

  • We understand the special nature of custom goods and offer this service to minimize your loss.
  • Fee Calculation: Modification Fee = New Production Cost × 20%
    (Production Cost = Fabric Cost + Basic Labor Cost)
Example: If you upgrade from a €100 item to a €120 item, you only pay: €120 × 20% = €24
  • Process: Contact support → Return product (FREE shipping) → Inspection → Pay modification fee → Remake & reship

4. Modification Service Price List

Modification Type Applicable Situation Fee Calculation (Example) Notes
1. Pattern / Color Change Unsatisfied with fabric color/pattern; want to switch to another in-stock fabric New Fabric Cost × 20%
Example: 5m curtain from €50/m to €60/m → (€60×5)×20% = €60		 Most common modification; fee based on new fabric price
2. Size Adjustment Measurement error; need to resize (larger or smaller) Original Production Cost × 20%
Example: €40 cushion cover → €40×20% = €8		 Covers disassembly, cutting, and rework; material waste may apply for downsizing
3. Style / Design Change Change product style (e.g., curtain from eyelet to hook; tablecloth round to square) Original Cost ×20% + extra parts
Example: €200 curtain + €10 hooks → €40+€10=€50		 If fabric is also changed, fees from Type 1 + Type 3 apply
4. Combined Modification Multiple changes (e.g., color + size) (New Fabric ×20%) + (Original Cost ×20%)
Example: €40 cushion to €50 fabric + resize → €10+€8=€18		 Contact support for the best combined price
Note: Modification fees are based on the new production cost. Final price is subject to customer service confirmation.

5. Policy Design & Value

For Customers

  • The flowchart clearly shows solutions even if you are not satisfied, reducing fear of “permanent customization”.
  • “Modification Service” with only 20% fee shows goodwill and shares production costs.
  • Turns a negative experience into positive customer service.

For the Business

  • Clearly distinguishes quality vs non-quality issues to avoid disputes.
  • Uses EU law as authority to strengthen policy validity.
  • Modification recovers material and labor costs while retaining customers.

Legal Compliance

  • Fully compliant with EU regulations on excluding custom goods from the cooling‑off period.
  • Critical requirement: This policy must be clearly communicated to customers before ordering.