Refund policy
Returns
Online purchases are subject to a statutory 14-day cooling-off period. You do not need to give a reason.
The cooling-off period starts on the day after you, or someone acting on your behalf, receives the last item or part of the order. You may also withdraw from the purchase before delivery. If the final day falls on a weekend or public holiday, the period continues until the next business day.
Cancel your purchase
Use Cancel your purchase or request a return. Sign in with your email address and the six-digit code sent to you by email. No password is required.
For items that have not yet been shipped, select cancellation. For delivered items, select return. You will receive an immediate confirmation by email after submitting your request. The date and time of submission count as the moment of withdrawal. A valid withdrawal is not subject to our approval.
You can also withdraw from your purchase without a customer account. Send a clear statement within the cooling-off period to info@kleine-eland.nl or by post to Kleine Eland, Elandsgracht 58, 1016 TW Amsterdam, the Netherlands. Preferably include your name, order number and the items concerned. You may also use the model withdrawal form at the bottom of this page, but this is not required.
Sending items back
After withdrawing from your purchase, you have another 14 days to send the item back or return it to our shop during opening hours:
Kleine Eland
Elandsgracht 58
1016 TW Amsterdam
The Netherlands
You may inspect an item as you would in a shop. Where reasonably possible, return it clean, complete and in its original packaging. The original packaging is not an absolute requirement.
If you use the item more than necessary to establish its nature, characteristics and functioning, we may deduct the resulting loss in value. The same return rules apply to discounted items.
Return shipping costs
You are responsible for the direct cost of returning the item. Within the Netherlands, a letterbox parcel generally costs approximately €4 to €6 and a standard parcel approximately €6 to €9. The exact amount depends on the carrier, size and chosen shipping method. For returns from other countries, the current rate charged by the chosen carrier applies.
If an item was delivered incorrectly, damaged or defective, contact us first at info@kleine-eland.nl. For a valid complaint, we will pay the necessary return shipping costs. Your statutory guarantee rights always remain applicable.
Refunds
We will refund the amount due no later than 14 days after your withdrawal. We may wait until we have received the item or until you provide proof that it has been sent back, whichever occurs first.
If you return the entire order, we will also refund the original cost of the cheapest standard delivery offered. Additional costs for a more expensive delivery method will not be refunded. Original shipping costs are not refunded for a partial return.
The refund will be made using the same payment method that you used, unless you expressly agree to another method. We do not charge any fees for the refund.
Exceptions
The right of withdrawal does not apply to:
- items made to your specifications or that are clearly personal in nature;
- sealed items that are unsuitable for return for health protection or hygiene reasons after the seal has been broken.
The exception for a sealed item applies only when this was clearly stated before purchase and the item was delivered sealed.
Purchases made in our physical shop do not have a statutory cooling-off period.
Statutory model withdrawal form
You do not need to use this form if you have already withdrawn from your purchase through your customer account or by sending a clear email. You can send the completed form by email or post.
To: Kleine Eland, Elandsgracht 58, 1016 TW Amsterdam, the Netherlands
Email: info@kleine-eland.nl
Telephone: +31 20 620 9001
I/We hereby give notice that I/we withdraw from the purchase of the following items:
Items:
Ordered on:
Received on:
Name(s) of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if this form is submitted on paper:
Date: