Refund policy
We hope you are happy with your order. If you change your mind, you can return eligible products in accordance with the conditions below.
Changed your mind?
If you purchased a product through our online shop, you have the right to withdraw from your purchase without giving a reason. You must let us know that you wish to return your order within 14 days after the day you receive it. After notifying us of your return, you have a further 14 days to send the products back to us.
To help us process your return quickly, please email orders@daan-daan.nl with your order number before sending your return. We will provide you with an RMA number and return instructions.
Please send your return to:
Daan & Daan International B.V.
Att. Returns, your RMA number if available
Spaarneweg 12E
2142 EN Cruquius
The Netherlands
Return conditions
You may inspect or try a product in the same way you reasonably would in a physical shop. When returning a product, please make sure that:
- the product has not been used beyond what is necessary to inspect or try it;
- the product is returned with its original tags and labels where reasonably possible;
- any original branded packaging belonging to the product is included; and
- the product is securely packaged for its return journey.
You may be responsible for any reduction in the value of a product caused by handling it beyond what is necessary to establish its nature, characteristics and functioning.
Products that cannot be returned
The statutory right of withdrawal does not apply to certain products, including products that have been made to your specifications or clearly personalised. For sealed products that are not suitable for return for health protection or hygiene reasons, the right of withdrawal may also no longer apply once the seal has been broken. This does not affect your rights if a product is faulty, damaged or not as ordered.
Return shipping costs
If you are returning an eligible product because you have changed your mind, the direct cost of returning the product is your responsibility. We recommend using a tracked shipping service and keeping your proof of shipment until your return has been processed. Daan & Daan cannot be responsible for a return parcel that is lost before it reaches us.
If you are returning a product because it is faulty, damaged or not the product you ordered, please contact us before returning it so that we can arrange an appropriate solution.
Refunds
Once your return has been received, we will inspect it and process your refund. When you exercise your statutory right of withdrawal, we will refund the payments that must be reimbursed under applicable consumer law, including the cost of our standard delivery option where applicable. If you chose a more expensive delivery method than our standard delivery option, the additional delivery cost is not refundable. If you return only part of an order, the original shipping costs are not necessarily refundable. Refunds will be made using the same payment method used for the original purchase, unless you expressly agree otherwise.
We will process the refund within the period required by applicable law. For returns of goods, we may wait until we have received the products back or until you provide evidence that you have sent them back, whichever occurs first. After we have processed the refund, it may take several working days before the amount appears in your account, depending on your bank or payment provider.
Exchanges
If you would like a different product, colour or size, please contact us at orders@daan-daan.nl. Where an exchange is possible, the product must meet the applicable return conditions above. If a direct exchange is not available, you can return the original product and place a new order through our online shop.
Faulty or incorrect items
If you receive a product that is faulty, damaged or different from what you ordered, please contact us as soon as possible at orders@daan-daan.nl. Please include:
- your order number;
- a description of the problem; and
- clear photographs showing the product and the issue.
We will review the situation and arrange an appropriate solution in accordance with your statutory consumer rights. Depending on the circumstances, this may include repair, replacement, a price reduction or a refund. You will not be charged return shipping costs for products that need to be returned because they are faulty or were supplied incorrectly.
Products damaged during delivery
Please check your order when it arrives. If you notice that a product has been damaged during transport, please contact orders@daan-daan.nl as soon as reasonably possible and include your order number, a description of the damage and clear photographs. We will review the issue and arrange an appropriate solution.
Late or missing refunds
If we have confirmed that your refund has been processed but you have not yet received it, please first check with your bank, credit card company or payment provider. Processing times can vary between providers. If you have done this and the refund is still missing, please contact orders@daan-daan.nl.
Questions about a return or refund?
If you have any questions, please contact us:
Email:Â orders@daan-daan.nl
Telephone: +31 (0)23 528 5901
Available: Monday to Friday, 9:00 to 17:00 CEST