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The return policy below corresponds to Article 15 of the General Terms and Conditions that came into effect on November 18, 2025.
Article 15 – Shop and webshop (return policy)
15.1 Applicability
15.1.1 This article applies to purchases of products via the (online) shop of Atelier De Heerlijkheid, including but not limited to paint, pigments, paper, panels, cards and artworks, purchased in the shop or via the webshop.15.1.2 This article is intended for private customers (consumers). Different or additional arrangements may be made for business purchases.
15.2 Online purchases – right of withdrawal (14 days)
15.2.1 For online orders as a consumer, the buyer has the statutory right of withdrawal. This means the buyer may cancel the agreement within 14 days of receiving the product without stating reasons.15.2.2 The buyer notifies ADH by email within 14 days of receiving the order that they wish to exercise the right of withdrawal.
15.2.3 After this notification, the buyer has a further 14 days to actually return the product.
15.2.4 A return is preferably reported via the email address stated on the website by ADH, mentioning the name, order details and the relevant items.
15.3 Conditions for return shipment (online)
15.3.1 The buyer may inspect and handle the product as would be customary in a physical shop.
15.3.2 If the product has been used beyond what is necessary to establish its nature, characteristics and functioning, depreciation may occur. ADH may deduct this depreciation from the amount to be refunded.
15.3.3 The buyer shall ensure that the product is returned as carefully as possible, preferably in the original packaging and with all supplied parts and documentation, insofar as reasonably possible.
15.4 Exceptions to the right of withdrawal
15.4.1 For some products, the law provides no or a limited right of withdrawal.
15.4.2 At ADH, this particularly concerns:a. Custom-made and personalised products: products made to the buyer's specific requirements, such as commissioned paintings or specially mixed paints.b. Products that cannot easily be undone: for example, materials that have been inseparably mixed or processed.c. Workshops and activities on a fixed date booked via the webshop: these are leisure services on a specific date or period; the right of withdrawal generally does not apply.
15.4.3 If an exception applies to a product or service, ADH will make this clear – insofar as possible – with the product and in the order confirmation.
15.5 Costs and refund upon return (online)
15.5.1 In the case of a complete return within the statutory time limits, ADH will refund the full purchase price, including the standard shipping costs of the outward shipment. If the buyer returns only part of the order, the outward shipping costs will not be refunded.
15.5.2 The costs of returning the parcel are in principle borne by the buyer, unless ADH has expressly stated otherwise.
15.5.3 Refund will be made within 14 days after ADH has received the cancellation and the product has been returned, or the buyer has demonstrated that the product has been shipped, whichever is earlier. Refund is made via the same payment method used for the order, unless otherwise agreed.
15.6 Returning purchases made in the physical shop
15.6.1 There is no statutory cooling-off period for purchases in the physical shop.
15.6.2 ADH applies the following exchange policy for purchases in the shop:
a. Unused and undamaged products may be exchanged within 14 days of purchase.
b. Exchange is possible for another product or a voucher to the value of the purchase price.
c. Exchange or return of original artworks and custom work is in principle not possible, unless there is a demonstrable defect or error.
15.6.3 A cash refund for purchases in the physical shop is only given in the case of a defective product or an error on the part of ADH (for example, a wrongly delivered product).
15.7 Defective or incorrectly delivered product
15.7.1 If the buyer receives a damaged, defective or incorrectly delivered product, they should report this as soon as possible, preferably within 7 days of discovery, to ADH and if possible include clear photographs.15.7.2 In that case, ADH will provide an appropriate solution: replacement, repair or refund. The shipping costs for returning a defective or incorrectly delivered product are borne by ADH, without prejudice to the statutory guarantee to which the buyer is entitled.
15.8 Reporting a return
15.8.1 A return notification is preferably made by email to the email address indicated by ADH, stating the name, address, order number, the relevant items and – if desired – the reason for the return.
15.8.2 After the return notification, the buyer will receive instructions for the return address and further handling.
15.8.3 The buyer packs the product securely and returns it using a shipping service of their choice. The buyer retains the shipping receipt with tracking information until the return has been confirmed and processed by ADH.
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