Refund policy

Important Notice: Custom-Made Products

All our products (entrance mats, walk-off mats, door mats and related products) are specially custom-made according to your specifications such as desired size and design. These custom-made products therefore cannot be returned.

Why returns are not possible

Because each product is uniquely manufactured according to your specific wishes and dimensions, these fall under the exception for custom-made items. This means that returns are unfortunately not possible.

Legal cooling-off period

The legal cooling-off period of 14 days from the Distance Selling Act does not apply to our products. According to the law, this exception applies to goods that are manufactured according to consumer specifications, that are clearly personal in nature, or that cannot be returned due to their nature. All our mats are specially custom-made according to your specifications and therefore fall under this exception.

Damage and problems

Inspect your order immediately upon receipt. If the item is defective or damaged upon delivery, or if you have received the wrong item, contact us immediately via info@studiotapiz.nl.

Visible transport damage must be reported immediately to the delivery service when receiving the package. Hidden transport damage must be reported to the delivery service as soon as it is discovered.

Warranty

You have a 2-month warranty on products, provided all usage and maintenance instructions have been followed. Complaints about material or production defects will of course be handled.

The warranty does not apply when:

  • The product is used incorrectly
  • A defect arises due to circumstances beyond Studio Tapiz v.o.f.'s control

Complaints

Do you have a complaint about the execution of your order? Please send your complaint as quickly as possible (and described as completely as possible) to support@studiotapiz.nl.

We will handle your complaint as quickly as possible, at the latest within five working days after we have received the complaint. If it takes longer, you will receive confirmation of the complaint within five days and we will let you know when you can expect a substantive response.

Important deadline: If you report a complaint later than 2 months after delivery, you are no longer entitled to repair, replacement or compensation.

Contact

For questions about your order or product, you can contact us via:

  • Email: info@studiotapiz.nl
  • Chamber of Commerce number: 97186023