DELIVERY AND RETURN POLICY Van de Sant Innovations BV

DELIVERY

1. Our delivery partners. We use various third party delivery partners to deliver our Products to you. We will notify you of whom this delivery partner is after you place your Order with us. 

 

2. Delivery charges.Where stated, we will offer free delivery for some countries. However, delivery charges may apply depending on the Products ordered, the delivery address specified in the Order. You will be made aware of such applicable delivery charges at the time of you placing your Order with us.

 

3. Estimated delivery date. The standard delivery time for Products is 12 weeks from the date that we accept your Order.  

In light of the current pandemic, please note:

• We are doing our best to deliver orders within our usual lead times, but please be aware that some may take longer due to the reduced capacity of our warehouses and carriers. We sincerely apologize for any inconvenience this may cause. Please do not hesitate to email a member of our customer service team should you have any questions.

Thank you for your patience.

 

4. Changes to estimated delivery date.We, or our delivery partner(s), will notify you of reasonable changes to the estimated delivery date where events outside of our or our delivery partner’s control delay or prevent delivery from taking place at the original estimated date and/or time. Delivery of the Products will take place when we deliver them to the address that you gave to us.

 

5. Information we may require from you.We may need certain information from you so that we can supply the Products to you, for example, your name and address. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for delays in supplying the Products which are caused by you not providing us with the information we need.

 

6. When delivery has taken place.You are responsible for the Products when delivery has taken place. In other words, the risk in the Products passes to you when you take possession of the Products.

 

7. Signatures.All deliveries require a signature.

 

8. Large & Customized Items.

Customized Items and Large orders are not eligible for 12 weeks delivery and some items require specialist delivery services which may be at additional cost.
Customized items, like different sized upholstered sofas and chairs depart from our standard collection, will require special delivery arrangements and may incur much longer lead times of up to 16 till 24 weeks. Once you have placed your order, our customer services team will contact you to help or arrange delivery when ready.

 Please email sales@vandesant.com for more up to date information on possibilities and lead times. *Our customer service team will contact you within 24 hours.

If something happens which is outside of our control and affects the estimated date of delivery of Products, we will contact you to let you know when we expect the Products to be delivered to you. 

 

RETURNS

Cancellation of your Order for any reason (Returns)

9. Cancelling Orders made via the Website. As a consumer, when you buy via our Website you are entitled to return your Products to us for any reason any time within 28 days of delivery (or collection from our premises, as the case may be) of the Products to you or your representative, provided you are able to provide evidence of purchase of the Product from us (usually by providing us with a copy of your receipt).

In order to benefit from this right of cancellation, you must within 14 days of you receiving the Products, make a clear statement of your decision to cancel the contract by sending an email to sales@vandesant.com          

The email needs to:

• Include your order number & telephone number.
  • Include the reason code and description for your return:

CODE	DESCRIPTION
001	Product not as described or picture
002	Bought the wrong size/type
003	Incorrect item received
004	Arrived too late
005	Product damaged or faulty
006	Parcel damaged on arrival

Our customer services team will contact you within 48 hours to authorize a return and we can arrange for collection of the Products.

 

10. Cancelling In-Store Purchases.As a consumer, when you make an In-Store Purchase, you are entitled to return such Products to Store where they were purchased anytime within 28 days of the date of In-Store Purchase.
11. When you will not have the right to cancel. You will not have benefit from the right to cancel an Order or In-Store Purchase for Products if such Products are:

(a)       made-to-order and customized Products;

(b)       Bespoke items

 

Returning faulty Products

12. Your legal rights under the Consumer Rights Act 2015(also known as ‘statutory rights’), require Products to:

(a)       be as described;

(b)       be fit for purpose;

(c)        be of satisfactory quality;

(d)       match any sample that you have seen or examined prior to placing the Order.

 

13. Your legal rights if Products are faulty. If a Product does not comply with any of the requirements in clause 13 above, you will benefit from:

(a)       the right to reject the Product any time within 30 days of delivery of the Product to you or your representative (or collection of Product by you from our premises, as the case may be);

(b)       the right to request a full or part replacement of Furniture Products within their warranty (if applicable) any time up to three (3) years, and of all other Products within their warranty up to twelve (12) months period from delivery of the Products to you or your representative (or collection of Product by you from our premises, as the case may be). If the Products cannot be replaced within this time, you will likely be entitled to a full or part refund for the Products.

The warranties given above will not apply to defects that are due to fair wear and tear, accidental damage or failure by the Customer or any third party to adhere to the Company’s instructions or written recommendations. Any modifications made to the product by the Customer will void the warranty.

 

 

Returning customized or bespoke Products

14. Generally, customized or bespoke products (Made-to-Order Products) cannot be returned to us unless they are not of satisfactory quality, not fit for purpose, not as described or do not match any sample that you have seen or examined prior to purchasing such Products from us.

 

15. Any customized Products are subject to additional terms and conditions available upon request.

 

16. For the avoidance of doubt, all upholstery items are considered to be Made-to-Order Products unless such Products are specified as being “in stock and available for immediate delivery” on our Website or in-Store.

 

Please note: Any goods received without authorization will not qualify for a refund and be rejected on delivery to our returns center.

 

17. Returning Products purchased in-Store.To return Products purchased in-Store, simply return take the Product to the Store from where it was purchased and present your purchase receipt to our customer services team.

 

18. Please note, all Products should be returned in their original, undamaged packaging, with all seals, tags and labels intact.

 

19. Products should be returned to:

Van de Sant Innovations BV

Didamsestraat 35

6901 HB, Zevenaar, The Netherlands

 

20. Cost of returns.

(a)       Faulty Products - we will bear the reasonable cost of returning Products to us which are faulty or otherwise do not comply with clause 6 of our Terms and Conditions. 22. Cost of returns.

(b)       Non-faulty Products - you must bear the cost of returning non-faulty Products to us if you have simply changed your mind and are cancelling your Order under clause 5 of our Terms and Conditions.

 

21. Refunds. If you are entitled to a refund, we will refund to you all payments received from you for the Products that you have chosen to return to us within 14 days of our receipt of the Products from you (or within 14 days of you providing evidence of having returned the Products to us (whichever is sooner)).

We may deduct any applicable amount from the refund if such Products are returned to us in an unsaleable condition.

You might be charged a restocking fee if we agree to return your Product after the expired return period or if they are found to be damaged on receipt of return into our warehouse.