Returns
At Hupacha, I make every product with the greatest care and attention. Still, I understand that a purchase made from a distance sometimes turns out differently than expected. Perhaps the lamp doesn’t fit your space the way you’d hoped, or the object doesn’t quite match your interior. That can happen, and there’s a solution for it.
Your right to a reflection period
When you purchase a product through the webshop, you have a legal reflection period of 14 days. This period starts on the day after you receive the product. If you order multiple products that are delivered separately, the reflection period starts once you receive the last product.
Within these 14 days, you can cancel the purchase without giving a reason. You don’t need to explain why you’re returning the product, though if you’d like to share the reason, I’d be happy to hear it.
When returns are not possible
Custom-made products
Custom-made and personalised pieces are not covered by the right of withdrawal. These are products made specifically for you, based on your specifications, dimensions or personal wishes. Because these unique creations cannot be resold, they are excluded from returns.
You can find more information about custom-made products on the custom work page.
If you’re unsure whether your product falls under this category, you can check your order confirmation, or feel free to get in touch with me.
How does returning work?
Register your return
Get in touch with me within the 14-day reflection period, either by email at info@hupacha.nl or via the contact form. Please include your order number, which product you’d like to return, confirmation that you wish to use your right of withdrawal, and, if you’d like, your reason for returning it. I’ll confirm your request and send you the address to ship the product to.
Prepare the product
Pack the product carefully for transport. Preferably use the original packaging and make sure the product is well protected against damage during shipping.
Ship the product back
Send the product within 14 days of registering your return. The return shipping costs are at your own expense. I recommend sending the parcel by registered post or with track & trace, so you have proof that it was shipped.
Return conditions
To qualify for a full refund, the product must be:
- In as-new condition — just as you received it
- Undamaged — free of scratches, dents or other damage
- Complete — including all parts, documentation and accessories
- In its original packaging — where reasonably possible
You’re welcome to unpack and examine the product, just as you would in a physical shop. Please handle it with care, though. If the product has been used more than necessary to assess it, or if it’s damaged or incomplete, I may refuse the return or charge a reduction in value.
Refund
Once I’ve received and inspected the returned product and confirmed it’s in good condition, I’ll refund the full purchase amount within 14 days. This will be done using the same payment method you originally used. The order payment was processed by the certified payment provider Mollie, so the refund will also be issued via Mollie. No additional costs are involved in the refund.
The original shipping costs are only refunded if you return the entire order. In the case of a partial return, the shipping costs remain at your own expense.
Questions about returning a product?
If you have any questions about the return process, or you’re unsure whether a product qualifies for return, feel free to get in touch with me. I’m happy to think along with you to find the best solution together.
Hupacha
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