We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item(s) must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, you can contact us at email@example.com. Please note that returns will need to be sent to the following address:
Westduinweg 196 B
2583 AJ, Den Haag
If your return is accepted, the Item(s) have to be sent back to us. Without first requesting a return, your return will not be accepted.
The shipping costs for the return, with a courier of your choice, are at your expense.
Please note that if your country of residence is not The Netherlands, shipping your goods may take longer than expected.
You can always contact us for any return questions at firstname.lastname@example.org.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants*), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
If you are unhappy with the plants you have received, please send us an e-mail at email@example.com. We offer a replacement if you are not completely satisfied. Photographic evidence is required on the day you receive the plants to qualify for a replacement, so please include this in your e-mail.
Please make sure you contact us on the day of receiving your plants.
We cannot offer a replacement after this time as it is your responsibility to look after and grow your plants in your tank.
All returns remain at the customer's risk until we receive the items.
Unfortunately, we cannot accept returns on certain sale items (indicated on sales page) or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at firstname.lastname@example.org.