Refund policy
Returns & Refund Policy — Draumr
1. Applicability
This returns policy applies to all orders placed with Draumr via draumr.eu/nl, unless the product itself explicitly states otherwise (e.g., custom-made/made-to-order or personalized). For questions, please contact our customer service: info@draumr.eu.
2. Statutory Right of Withdrawal (Cooling-Off Period)
As a consumer, you have the legal right to cancel your purchase within 14 days of receipt without giving any reason (the "cooling-off period"). This cooling-off period begins on the day you physically receive the product. This right applies only to consumers (not business buyers).
Please note, there are exceptions: for certain products (including custom-made/made-to-order furniture, products that are clearly personalized), the right of withdrawal does not apply. If a product has been custom-made for you, we will explicitly state this on the product label.
3. How do you exercise your right of withdrawal?
1. Notify your withdrawal within 14 days of receipt by completing the withdrawal form or by sending an unambiguous statement to info@draumr.eu (name, order number, product name, and return request). Use the withdrawal form.
2. Once we have received your withdrawal form, we will arrange the return process as described below.
4. Picking up or returning furniture (practical)
• For large and fragile products (furniture, lighting, large ceramics), we recommend using our pickup service to prevent damage. Draumr can arrange pickup through our shipping partner. In that case, Draumr will bear the return shipping costs. If the consumer returns the goods themselves, the return costs are the consumer's responsibility, unless otherwise stated in the offer.
• We recommend returning products in their original packaging or in equally secure packaging. Products returned damaged or incomplete may have their value reduced.
5. Condition of the returned product
You may try out the product as you would in a physical store—that is, you may try it out. However, if a product has been used beyond what is necessary to assess its nature, characteristics, and functioning, we may deduct a reduction in value from the refund. We will inform you of this and provide a specification of the reduction in value in advance.
6. Refund
• Once we have received your cancellation and the product has been returned (or you can prove that you have returned it), we will refund the full purchase price (including the original shipping costs) within 14 days. However, this may be suspended until we have received the product back or until you have proven that you have returned the product. For refunds, we will use the same payment method the consumer used, unless otherwise agreed.
• Any additional costs for selected payment methods or non-standard handling (such as assembly/delivery service) will be calculated separately and, if applicable, deducted if the consumer agreed to this at the time of purchase.
7. Damage during transport or upon delivery
• Upon receipt, check the delivery immediately for visible damage and note any damage on the delivery note. Report any damage within 24 hours to info@draumr.eu with photos and order details. This report helps with rapid claim handling and compensation.
• For defective or faulty products (warranty cases), we apply our warranty terms; these are not covered by the right of withdrawal and are always assessed on the basis of repair, replacement, or refund. In that case, please contact customer service.
8. Costs and risks
• We will reimburse the original shipping costs (outward) in the event of withdrawal. Return shipping costs may be borne by the consumer, unless Draumr arranges collection or is otherwise indicated in the offer. The consumer must be clearly informed before purchase about who will pay the return shipping costs.
• If Draumr arranges the return shipment (for example, due to bulk or fragility), the risk transfers to Draumr when the carrier accepts the item for return transport. If the consumer returns the item themselves, the risk remains with Draumr until receipt (note: keep your return receipt/track & trace).
9. Exceptions and Customization
• Custom-made/personalized furniture: no right of withdrawal if the product is clearly custom-made or made to the consumer's specifications. Such products are clearly indicated in the product description as "no right of withdrawal."
• For other exceptions (such as sealed hygiene products), please refer to the statutory exceptions and we will state this in the product description.
10. Complaints and Disputes
• Do you have a complaint? Please contact us at info@draumr.eu. We aim to handle complaints within 14 business days.
• If the complaint is not resolved, you can submit a complaint to the Disputes Committee or the European Consumer Centre (ECC). See also our terms and conditions for the complaint procedure.
Within the EU (Belgium, Germany, and other countries)
Draumr also delivers to consumers in other EU countries. The rules are largely identical to those in the Netherlands. Fundamental elements:
3. You have a right to a withdrawal period (cooling-off period/"cooling-off period") of 14 days from delivery when purchasing remotely. During this 14-day period, you may cancel the purchase without giving reasons. Notify your withdrawal within these 14 days of receipt by completing the withdrawal form or by sending an unambiguous statement to info@draumr.eu (name, order number, product name, and return request). Use the withdrawal form.
United Kingdom
The situation for the UK has changed since Brexit. Until recently, the UK was subject to EU rules (through the implementation of the European directive). After Brexit, the UK will be able to apply its own rules.
• If Draumr delivers to UK consumers generally, we have to respect the rights under the CCRs (unless specific exceptions apply, such as custom-made/personalized items. That means the right of withdrawal for online purchases under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs), which is in line with EU rules: a 14-day cooling-off period for online purchases.