Refund policy

Is a product not to your satisfaction? You may, of course, return it. After receiving your order, you have a 14-day cooling-off period in which to inform us that you wish to withdraw from the agreement. After giving this notice, you have another 14 days to return the product.

Registering your withdrawal

You can notify us of your withdrawal in one of the following ways:

Via the electronic withdrawal form

Use our online withdrawal form:

https://www.stalendesign.nl/pages/eu-herroepingsformulier

Complete the requested information, check your request and confirm your withdrawal. After submission, you will automatically receive a confirmation of receipt.

By email

Send an email to info@stalendesign.nl and include your name and order number. You are not required to provide a reason.

Use of the electronic form is not mandatory. You may also notify us of your withdrawal in any other unambiguous manner.

The electronic withdrawal option is in line with the new European rules that are due to apply from 19 June 2026. These rules require consumers to be able to submit a withdrawal statement online and receive confirmation of receipt.

How to return your item

Pack the product carefully. If possible, use the original packaging and preferably also the original shipping box. If this is not possible, use sturdy packaging that prevents damage to the product and any gift packaging.

Send the parcel using a carrier of your choice and keep your proof of shipment and tracking information until your return has been fully processed.

Return conditions

When exercising your right of withdrawal, return the product with all supplied parts and accessories. Where reasonably possible, we would like to receive the product in its original condition and packaging.

You may inspect and assess the product in the same way as you would be permitted to do in a physical store. If you have used the product more than was necessary to establish its nature, characteristics and functioning, we may charge you for any resulting reduction in value.

Returns may include the original invoice or a copy of it. This is not mandatory, but it helps us link the return to the correct order more quickly.

Return address

Stalen Design
Sterkerij 15
6717 XR Ede
Gelderland
The Netherlands

Return shipping costs

The direct costs of returning the goods are borne by the customer, unless we have agreed otherwise with you in writing in advance.

We recommend using a shipping method with tracking and keeping your proof of shipment. You are responsible for packing and shipping the return carefully.

Refund

After you notify us of your withdrawal, we will refund all payments received from you, including the cost of our standard delivery. Any additional costs incurred because you chose a more expensive delivery method than our standard delivery will not be refunded.

We will issue the refund no later than 14 days after receiving your withdrawal notification. We may withhold the refund until we have received the product or until you have provided proof that the product has been returned, whichever occurs first.

The refund will be made using the same payment method that you used for the original order, unless expressly agreed otherwise. We will not charge any fees for the refund.

Exclusion of the right of withdrawal

The right of withdrawal does not apply, among other things, to products that are made according to your specifications, have been customised, or are clearly intended for a specific person.

This includes, for example, custom-made products whose dimensions, design, text or other characteristics have been specially produced at your request.

The exclusion for specially made products is a recognised exception to the cooling-off period.

Defective, damaged or incorrect item received

Have you received a defective, damaged or incorrect item? Please contact us as soon as possible at info@stalendesign.nl and include your order number. In the event of damage, please preferably attach a few clear photos.

We will work with you to find an appropriate solution. In the case of a defective or non-conforming product, your statutory warranty rights remain applicable.

Exchanges

Would you like to exchange an item for another product? Please contact us at info@stalendesign.nl and include your order number. We will then inform you about the available options and the next steps.

Incorrect delivery address provided

Have you accidentally provided an incorrect delivery address? Please contact us as soon as possible at info@stalendesign.nl. We will check whether the order can still be amended. Once an order has been shipped, we cannot always guarantee that a change is still possible.

Model withdrawal form

You may also send us the information below by email or post if you wish to withdraw from the agreement.

To:

Stalen Design
Sterkerij 15
6717 XR Ede
Gelderland
The Netherlands

Email: info@stalendesign.nl
Telephone: 085 105 1993

Withdrawal statement

I hereby inform you that I withdraw from our agreement concerning the sale of the following goods:

Description of the goods:

Ordered on:

Order number:

Received on:

Consumer’s name:

Consumer’s address:

Consumer’s email address:

Consumer’s signature, only if this form is submitted on paper:

Date:

You are not required to provide a reason for withdrawal or an IBAN. For a standard refund, the same payment method used by the customer for the original payment will generally be used.