Terugbetalingsbeleid
Return, Cancellation and Refund Policy
This policy applies to consumer purchases made through our online store. Nothing in this policy limits your statutory rights under applicable consumer law.
14-Day Right of Withdrawal
You have the right to withdraw from your online purchase within 14 calendar days without giving a reason.
The withdrawal period begins on the day after you, or a third party designated by you other than the carrier, receives the goods.
If multiple items from the same order are delivered separately, the withdrawal period begins on the day after the final item is delivered.
Requesting a Cancellation or Return
If your order has not yet been dispatched, you may submit a cancellation request through your customer account or contact us at info@de-machambre.com.
We will make reasonable efforts to stop the order before dispatch. However, we may be unable to cancel an order once it has entered the shipping process. In that case, the request will be handled as a withdrawal and return.
If your order has already been dispatched or delivered, you may exercise your right of withdrawal by submitting a return request through your customer account or by contacting us within the 14-day withdrawal period.
Please include:
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Your full name
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Your order number
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The email address used for the order
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The item or items you wish to cancel or return
A clear statement that you wish to withdraw from the purchase is sufficient. You may also use the Model Withdrawal Form provided below, but its use is not mandatory.
We will confirm receipt of your request by email and provide return instructions.
Returning Your Order
After notifying us of your withdrawal, you must send the goods back within 14 calendar days.
Please follow the return instructions provided by us. Unless otherwise agreed, returns should be sent to:
De Ma Chambre
Edisonstraat 154
2561 BK ’s-Gravenhage
The Netherlands
The direct cost of returning the goods is the customer’s responsibility, unless the goods are defective, damaged or incorrect.
We recommend using a tracked shipping service and retaining proof of dispatch. You are responsible for ensuring that the goods are packaged safely for return.
You may inspect the goods to the extent reasonably necessary to establish their nature, characteristics and functioning, as you would in a physical shop.
You may be responsible for any reduction in value caused by handling that goes beyond what is reasonably necessary for this purpose.
Please return the goods securely packaged and, where reasonably possible, in their original packaging.
Candles, Incense and Other Scented Products
We understand that fragrance is personal and that you may wish to assess a scent after receiving it.
You may open the outer box or packaging and smell a candle, incense product or other scented item, provided that the product remains unlit, unused and in its original condition.
To qualify for a full refund under the right of withdrawal:
Candles
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The candle must not have been lit or burned.
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The wick must remain unburned, intact and undamaged.
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The wax, vessel, label and any included accessories must show no signs of use or customer-caused damage.
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The candle should be returned with its original packaging, where reasonably possible.
Incense
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The incense must not have been lit or burned.
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The incense sticks must remain unused, complete and undamaged.
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The original quantity of incense and any included holder or accessories must be returned.
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The product should be returned with its original packaging, where reasonably possible.
Opening the outer packaging solely to assess the fragrance does not, by itself, prevent you from exercising your right of withdrawal.
Lighting or burning a candle or incense product goes beyond what is reasonably necessary to assess its fragrance and condition. A lit, burned or otherwise used scented product therefore does not qualify for a full withdrawal refund.
Where permitted by applicable law, any refund may be reduced to reflect the resulting loss in value. If a fragrance product has been lit or used because you believe it is defective, please contact us before returning it.
Damaged, Defective or Incorrect Items
Please inspect your order upon delivery.
If an item arrives damaged or defective, or if you receive the wrong item, contact us promptly at info@de-machambre.com. Please include your order number and, where possible, clear photographs showing the issue.
We will review the matter and arrange an appropriate solution, which may include a replacement, repair or refund, depending on the circumstances and your statutory rights.
When an item is confirmed to be damaged, defective or incorrect, De Ma Chambre will cover the reasonable cost of returning it.
Claims relating to defective or non-conforming goods are separate from the 14-day right of withdrawal. Nothing in this policy limits your statutory rights in relation to such goods.
Exceptions to the Right of Withdrawal
The statutory right of withdrawal may not apply to certain categories of goods, including:
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Goods made to order or clearly personalised
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Goods that deteriorate or expire rapidly
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Sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken
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Other goods or services that are legally excluded from the right of withdrawal
An exception will apply only where the relevant legal requirements are met.
Items purchased during a sale remain eligible for the statutory right of withdrawal unless a specific legal exception applies.
Please contact us before purchasing if you have questions about whether an exception applies to a particular item.
Exchanges
We do not process direct exchanges.
If you would like a different item, please return the original item in accordance with this policy and place a separate order for the replacement item.
Your right of withdrawal does not depend on De Ma Chambre approving your reason for returning an eligible item.
Refunds
We will issue an eligible refund without undue delay and no later than 14 calendar days after receiving your withdrawal notice.
We may withhold the refund until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first.
Refunds will be issued to the original payment method unless expressly agreed otherwise.
If you withdraw from the entire order, the refund will include:
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The purchase price of the returned goods
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The cost of the least expensive standard delivery option offered at the time of purchase
Additional costs resulting from your choice of express, premium or upgraded delivery will not be refunded.
If you return only part of an order, the original delivery cost will not normally be refunded.
The direct cost of returning the goods remains your responsibility unless the goods are defective, damaged or incorrect.
Any reduction in value caused by handling beyond what is reasonably necessary to inspect the goods may be deducted from the refund, where permitted by applicable law.
Your bank, card issuer or payment provider may require additional processing time before the refund appears in your account.
Model Withdrawal Form
You may use the form below to exercise your right of withdrawal, but its use is not mandatory.
To:
De Ma Chambre
Edisonstraat 154
2561 BK ’s-Gravenhage
The Netherlands
info@de-machambre.com
I/We hereby give notice that I/We withdraw from the contract of sale for the following goods:
Order number:
Goods:
Ordered on:
Received on:
Name of customer:
Address of customer:
Date:
Signature: Only required if this form is submitted on paper.
Contact
For questions about cancellations, returns or refunds, please contact: