Terms and Conditions

1. Identity of the seller

2. Applicability

These terms and conditions apply to every offer made by Hupacha and to every agreement concluded between Hupacha and the customer.

By placing an order or entering into an agreement, you confirm that you have read and accepted these terms.

Deviations from these terms are only valid if agreed upon in writing.

3. Offer and agreement

3.1 Product information

All products on the website are described and depicted as accurately as possible. Because each piece is handcrafted from natural materials, subtle variations in colour, grain and texture may occur. These are not defects — they are the characteristics that make every product one of a kind.

Images on the website are a faithful representation of the products offered. That said, final colours may differ slightly due to natural variations in the wood and differences in screen settings.

3.2 Formation of the agreement

An agreement is formed at the moment you place an order through the webshop and payment has been successfully processed, or — for custom orders — at the moment you approve the quote and the deposit has been received.

After placing your order, you will receive an order confirmation by email. This confirmation includes an overview of your order, the total cost and the expected delivery time.

3.3 Reservation regarding errors

Hupacha is not bound by obvious errors or mistakes in the offer, such as clear inaccuracies in prices or product descriptions. In such cases, I will contact you as soon as possible to discuss the situation.

4. Prices and payment

4.1 Prices

All prices on the website are in euros and include 21% VAT for lighting and 9% VAT for art objects. Shipping costs are calculated separately based on the dimensions and weight of your order and are clearly shown before you complete your purchase.

Prices may be adjusted. The price that applies at the time of your order is the price you pay.

4.2 Payment methods

Payment is possible via:

• iDEAL (Netherlands)
• Bancontact (Belgium)
• Direct bank transfer

All payments are processed through secure payment providers that comply with the PCI-DSS standard. See payment options for more information.

4.3 Payment for regular orders

For orders placed through the webshop, the full amount is due at the time of placing the order. Production begins once payment has been received.

4.4 Payment for custom orders

For custom orders, the following payment schedule applies:

• 50% deposit upon approval of the quote
• 50% balance upon completion, before the product is shipped

5. Delivery

5.1 Made to order

Hupacha does not hold stock. Every product is made after your order has been placed and payment has been received. This means that delivery times depend on the product and the current workload in the workshop.

The expected production time is listed on each product page. Please allow an additional 1 to 3 business days for shipping once the product is ready.

5.2 Shipping

Products are shipped to the delivery address you provide. Shipments within the Netherlands are handled by reliable carriers, primarily DHL. For larger products, specialist carriers are used.

Once your product has been shipped, you will receive an email with a track and trace code so you can follow your delivery. See shipping information for a full overview of shipping costs and delivery times.

5.3 Delivery area

Hupacha delivers to the Netherlands, Belgium, Germany and other countries within the European Union. For shipments outside the EU, additional import duties and customs charges may apply. Please get in touch to discuss the options.

5.4 Transfer of risk

The risk of damage to or loss of products transfers to you at the moment the products are delivered to you or to a third party designated by you.

6. Right of withdrawal (cooling-off period)

6.1 14-day cooling-off period

As a consumer making an online purchase, you have the right to withdraw from the agreement within 14 days, without giving a reason. This cooling-off period begins on the day after you receive the product.

To exercise this right, please contact me within the cooling-off period by email (info@hupacha.nl) or via the contact form, stating your order number and your wish to cancel the purchase.

6.2 Exceptions to the right of withdrawal

The right of withdrawal does not apply to:

• Custom-made products — products made specifically for you based on your specifications, dimensions or personal wishes
• Personalised products — products that have been adapted to your personal preferences

If you are unsure whether a product falls under these exceptions, this will be noted in the order confirmation or you can contact me directly.

6.3 Conditions for returns

To be eligible for a full refund, the product must be:

• In its original condition, exactly as you received it
• Undamaged, free from scratches, dents or any other damage
• Complete, including all parts, documentation and accessories
• In its original packaging, where reasonably possible

You may unpack and inspect the product, just as you would in a physical shop. If the product has been used beyond what is necessary to assess it, or if it is damaged or incomplete, the return may be refused or a reduction in value may be charged.

6.4 Return costs

The cost of returning the product is at your expense. I recommend sending the package by registered mail or with track and trace, so you have proof that the parcel was sent.

6.5 Refund

Once the returned product has been received and inspected in good condition, the purchase amount will be refunded within 14 days using the same payment method you used to pay. No additional charges apply to the refund.

Original shipping costs are only refunded if you return the complete order. See returns for the full procedure.

7. Warranty

7.1 Legal warranty

As a consumer, you are entitled to a product that meets reasonable expectations based on its price, quality and product information. The legal warranty has no fixed term — what matters is how long you can reasonably expect a product to last under normal use. At Hupacha, we apply a period of 24 months.

7.2 Coverage

The warranty covers defects in the woodwork, metal components, electrical connections, LED lighting, the construction and the finish of the product.

7.3 Conditions

The warranty applies to normal indoor use. For an optimal lifespan, it is recommended to place products in rooms with a relative humidity between 35% and 60% RH.

The warranty lapses when:

• The product has been used outdoors or exposed to the elements, high UV radiation or significant temperature fluctuations
• The product has been exposed to extreme humidity for a prolonged period
• Damage has occurred due to improper use, dropping, impact or other external causes
• The product has been modified or repaired by third parties

7.4 Burden of proof

In accordance with Dutch law:

• Within 12 months of purchase, it is assumed that a defect is inherent to the product, unless it is clearly the result of misuse
• After 12 months, the customer must demonstrate that the defect was not caused by misuse

See warranty for detailed information.

8. Complaints

8.1 Handling complaints

Do you have a complaint about a product or the service? Please contact me as soon as possible by email (info@hupacha.nl) or via the contact form. Please include your order number, a description of the complaint and, where possible, photographs.

You will receive an acknowledgement within 2 business days. I aim to reach a suitable resolution within 14 days.

8.2 Dispute resolution

If we are unable to resolve the matter together, you may turn to:

De Geschillencommissie
Postbus 90600, 2509 LP Den Haag
Website: www.degeschillencommissie.nl

European ODR platform (for online purchases within the EU)
Website: ec.europa.eu/odr

See complaints procedure for the full process.

9. Intellectual property

All content on the website, including texts, images, logos, designs and product photography, is the property of Hupacha or is used with the permission of the rights holders. It is not permitted to copy, distribute or otherwise use this content without prior written consent.

The designs of Hupacha products are the intellectual property of Hupacha. It is not permitted to reproduce or imitate these designs.

10. Liability

10.1 Limitation of liability

The liability of Hupacha is limited to the amount you paid for the product in question. Hupacha is not liable for indirect damage, consequential damage or damage caused by third parties.

10.2 Exclusion of liability

Hupacha is not liable for damage arising from:

• Incorrect or careless use of products
• Use of products contrary to the instructions for use
• Use of products outdoors, where they are designed exclusively for indoor use
• Normal wear and tear

10.3 Force majeure

Hupacha is not liable for failure to fulfil obligations as a result of force majeure. Force majeure includes any circumstance beyond Hupacha’s control, including fire, natural disasters, strikes, supply issues with suppliers and government measures.

11. Privacy

Hupacha respects your privacy and processes personal data in accordance with the General Data Protection Regulation (GDPR). Your data is used only for the purposes for which you provided it and will never be sold to third parties.

See the privacy policy for detailed information about what data is collected, why, and what rights you have.

12. Cookies

The website uses functional cookies that are necessary for the webshop to operate. Website analytics are handled by Matomo, which runs entirely without cookies and anonymises all data. No third-party marketing or tracking cookies are placed.

See the cookie policy for more information.

13. Links to third parties

The website may contain links to third-party websites. Hupacha has no control over these websites and is not responsible for their content, privacy policies or practices.

14. Governing law and disputes

These terms and conditions and all agreements between Hupacha and the customer are governed by Dutch law.

Disputes are preferably resolved through mutual consultation. If that is not possible, disputes will be submitted to the competent court in the Netherlands.

15. Amendments

Hupacha reserves the right to amend these terms and conditions. The most current version is always available on the website. You will be informed of any significant changes.

The version of the terms and conditions that applied at the time of your order continues to apply to that agreement.

16. Contact

Do you have a question about these terms and conditions? Please get in touch:

Use the contact form.
Email:
Phone: