Returns and Refunds
As our products are personalized and custom-made, it is not possible to return or exchange an order as standard.
This means that personalized products cannot be returned if you have changed your mind, accidentally entered incorrect data, or if the product does not meet your personal preference after receipt.
Of course, we want you to be satisfied with your order. Is your product damaged, defective, incorrectly delivered, or does it significantly deviate from what you ordered? Please contact us as soon as possible via info@prouds26.nl. We will assess the situation and, if the complaint is justified, look for a suitable solution. This could include repair, replacement, partial refund, or full refund.
To properly assess your request, we ask you to include the following:
- Your order number or proof of purchase;
- clear photos or videos of the problem;
- a brief explanation of what is wrong with the product.
Never return a product without first contacting us. If a return is necessary and approved, we will provide you with further instructions on how and where to send the product.
Products returned without prior contact will not be accepted.
For questions about returns or refunds, you can always contact us via info@prouds26.nl.
Damages and Problems
Check your order immediately upon receipt. Contact us as soon as possible if the product is damaged, defective, incorrectly delivered, or not as described. We can then assess the problem and work together to find a suitable solution.
Personalized Products
Our products are personalized especially for you. Therefore, they are excluded from the standard right of withdrawal and cannot be returned without a valid reason.
This does not apply if the product is defective, damaged, incorrectly delivered, or demonstrably not made according to the order.
Refunds
If a refund is approved, we will let you know. The refund will then be processed via the original payment method.
Please note that it may take several business days for your bank or payment provider to process the refund.
If more than 15 business days have passed since we approved your refund, please contact us at info@prouds26.nl.
Right of Withdrawal
For non-personalized products, as a consumer, you have the right to cancel your order within 14 days of receipt, without stating a reason. Please contact us via info@prouds26.nl for this. The costs for returning are at the expense of the buyer, unless otherwise agreed.
Please note: this right of withdrawal does not apply to products that have been specially personalized or custom-made for you, as described in our policy for personalized products.