RETURNS & REFUND POLICY

OF THE DELUXDECO.NL ONLINE STORE

Last updated: March 2026

TABLE OF CONTENTS

1. GENERAL INFORMATION
2. STATUTORY WITHDRAWAL RIGHT (14 DAYS)
3. RETURNS PROCEDURE
4. RETURN COSTS
5. CONDITIONS FOR RETURNING
6. REFUND
7. WARRANTY AND CONFORMITY
8. COMPLAINT PROCEDURE
9. YOUR RIGHTS
10. CONTACT

1. GENERAL INFORMATION

1.1 Scope

This returns and refund policy applies to all products purchased via the online store deluxdeco.nl, operated by:

DELUX DECO SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ

• Registered address: ul. Kineskopowa 1F, 05-500 Piaseczno, Poland (physical address — no P.O. Box)
• Trade register number (KRS): 0000835964 (Polish National Court Register — equivalent to Dutch KVK)
• EU VAT number: PL1231466874
• Email: help@deluxdeco.nl

1.2 Consumer protection

This policy is prepared in accordance with:

• Dutch consumer law (Book 7 Dutch Civil Code)
• EU Consumer Rights Directive (2011/83/EU)
• General Data Protection Regulation (GDPR)

For Dutch consumers, Dutch consumer laws apply insofar as they are more favorable.

1.3 Satisfaction guarantee

We understand that buying furniture online can be challenging. Therefore, we offer you the opportunity to try the furniture at home and return the goods if you are not completely satisfied.

IMPORTANT: Request fabric samples to avoid color issues. These are available free upon request for each product at the bottom of the description. Fabric samples are FREE, and leather sample books are subject to a small security deposit, refundable to your designated account.

2. STATUTORY WITHDRAWAL RIGHT (14 DAYS)

2.1 Withdrawal period

As a consumer, you have the right to withdraw from your purchase within 14 calendar days without giving reasons.

The withdrawal period expires 14 days after the day on which:

• You or a third party designated by you (other than the carrier)
• Took possession of the last product (for multiple products delivered separately)
• Took possession of the first product (for regular delivery of products)

2.2 How to withdraw

To exercise your withdrawal right, you must inform us via an unambiguous statement (for example, a written message by post or email) of your decision to withdraw from the agreement.

You may use the enclosed model withdrawal form, but this is not mandatory.

2.3 Meeting the deadline

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the withdrawal right before the withdrawal period has expired.

See also our Terms & Conditions for complete information.

3. RETURNS PROCEDURE

3.1 Step 1: Submit withdrawal declaration

Submit your withdrawal declaration via one of the following methods:

3.1.1 By email

Send an email to: help@deluxdeco.nl

Include in your email:

• Your name and address
• Order number
• Date of product receipt
• Specification of returned product(s)
• Your bank account number (for refund)

3.1.2 In writing

Send a letter to: DELUX DECO SP. Z O.O. ul. Kineskopowa 1F 05-500 Piaseczno, Poland

3.1.3 Model form

You may use the model withdrawal form attached at the end of this document.

3.2 Step 2: Receipt confirmation

After receiving your withdrawal declaration, we will immediately send you a confirmation by email.

3.3 Step 3: Return product

You must return the product without undue delay, but in any case no later than 14 days from the day on which you communicated to us your decision to withdraw from the agreement.

Return address: DELUX DECO SP. Z O.O. ul. Kineskopowa 1F 05-500 Piaseczno, Poland

3.4 Deadline for shipment

You have met the return deadline if you send back the product before the end of the 14-day period.

4. RETURN COSTS

4.1 FREE return upon direct refusal

Returns are 100% FREE if:

• You notify us during delivery, AND
• Before the delivery team departs

This means if you inspect the product upon delivery and immediately decide to refuse it, you pay nothing for the return.

4.2 Return costs after acceptance of delivery

If you have accepted the product and later decide to exercise your withdrawal right, you bear only the direct costs of returning the product.

⚠️ LEGAL REQUIREMENT: Dutch law requires us to provide a cost estimate in advance for returning large items. If we do not do this, WE must bear return costs.

4.2.1 Return costs per product category

For products that cannot be returned via regular mail (large furniture), return costs are based on product size:

Note: Costs are calculated per item. Returning multiple items will incur costs for each item separately.

Example: Returning a 3-seater sofa (P3) with 2 armchairs (P1):

• 3-seater sofa (P3): €360
• Armchair 1 (P1): €210
• Armchair 2 (P1): €210
• Total: €780

4.2.2 Return via our carrier

You can choose to have the product collected against payment by our carrier. In that case, the above-mentioned rates apply.

Contact us via help@deluxdeco.nl to arrange collection.

4.2.3 Own return

You can also choose to return the product yourself via a carrier of your choice. In that case, you are responsible for:

• Arranging transport
• Transport costs
• Adequate packaging and product protection

4.3 Additional delivery costs

If you chose a more expensive shipping method for your original order than the cheapest standard delivery we offer, we do not have to refund the additional costs.

4.4 Diminished value

You are liable for diminished value of the product resulting from use beyond what is necessary to establish the product's nature, characteristics and functioning.

This means: You may unpack and inspect the product (as you would in a store), but further use may lead to diminished value for which you are liable.

5. CONDITIONS FOR RETURNING

5.1 Packaging requirements

All returned goods must be packed in:

• All original packaging, AND
• In the same condition as upon receipt, AND
• In the original box or a comparable box of the same standard

Items not packed in a box are not accepted because they are susceptible to damage.

5.2 Product condition

The goods must be:

• Unused (insofar as necessary to evaluate the product, such as when testing and to the extent necessary for in-store evaluation)
• In pristine condition
• Packed to the same standard as received

5.3 Testing and evaluation

You may test and evaluate the product as you would in a physical store:

• ✅ Allowed: Unpacking, inspecting, placing to check dimensions, briefly sitting to test comfort
• ❌ Not allowed: Daily use, removing protective films (unless necessary for inspection), causing stains or damage

5.4 Exceptions to withdrawal right

You have NO withdrawal right for:

1. Custom-made products – Products that are not prefabricated and are manufactured according to your specifications or serve your individual needs

   CUSTOM-MADE DEFINITION: This exception applies ONLY if products are actually produced from start to finish according to individual customer specifications that fundamentally alter the product's nature.

   Products are custom-made when the customer selects materials/colors from a physical sample book (not shown on the website). Simply choosing from standard options on the website does NOT qualify as "custom-made" — in that case, the standard 14-day reflection period applies.

   • ✅ Custom-made: Deviating dimensions outside standard, adjusted foam density to specification, specially dyed leather outside regular assortment, material selected from physical sample book
   • ❌ NOT custom-made: Choosing from standard colors on the website, selecting fabric from online catalogue, choosing between 2-seat/3-seat standard models

   Risk of incorrect application: Extension of withdrawal period to 12 months + 14 days.

2. Products in sealed packaging – Products that for hygiene reasons are not suitable for return and whose seal has been broken after delivery

3. Products inseparably connected – Products that after delivery, due to their nature, are inseparably connected to other items

4. Fully performed services – Services for which you gave express prior consent for commencement of performance and acknowledged you would lose withdrawal right once service fully performed

5.5 Notifying us of your withdrawal

You have the statutory right to notify us of your withdrawal within 14 calendar days of receiving your product (see section 2.1). There is no shorter notification deadline — you are entitled to the full 14-day period.

While we appreciate early notification so we can assist you as quickly as possible, we encourage you to contact us at help@deluxdeco.nl as soon as you decide to exercise your right of withdrawal. Early contact also gives you more time to arrange the return shipment.

6. REFUND

6.1 Refund deadline

We will refund all payments made by you, including delivery costs (except any additional costs resulting from your choice of a delivery method other than the cheapest standard delivery we offer), without undue delay and in any case no later than 14 days after receiving your withdrawal decision.

6.2 Refund method

We will refund you using the same payment method you used for the original transaction, unless you have expressly agreed otherwise.

In any case, you will not incur costs for such refund.

6.3 Withholding refund

We may withhold refund until:

• We have received the product back, OR
• You have provided proof that you have sent the product back

Whichever occurs first.

6.4 Processing time

After receipt and approval of your return:

• Bank transfer: Refund within 5-10 working days
• iDEAL: Refund within 5-10 working days
• Credit card: Refund within 5-14 working days (depending on your bank)
• PayPal: Refund within 3-5 working days

7. WARRANTY AND CONFORMITY

7.1 FREE 10-YEAR WARRANTY

If within 10 years from the delivery date one of our furniture items develops a frame defect due to defective components or workmanship, we undertake to repair or replace free of charge (if necessary).

7.1.1 Transport costs

For more serious issues that may require repair of components in a workshop, transport is free during the first 2 years.

After 2 years, transport costs may apply for repairs that cannot be performed on-site.

7.1.2 Warranty service

Delux Deco offers this service via independent and experienced national repair companies.

7.2 Warranty terms per component

7.3 Components at factory cost

For items outside our warranty, we gladly offer replacement parts at basic factory cost + shipping costs.

This means even after the warranty period, you can replace parts at a very competitive price.

7.4 Payment security

7.4.1 256-bit encryption

All payments support 256-bit encryption. Encryption is active when entering any transaction area on this website, as indicated by:

• The green lock icon
• https in the upper left corner next to the URL

7.4.2 Storage of payment data

We do NOT store credit card details. All payment data is:

• Processed directly by our certified payment providers
• Destroyed immediately after processing
• Never stored on our servers

7.4.3 Credit card protection

If you purchase goods or services with a credit or debit card, you have additional protection if something goes wrong, unlike when paying with cash or check.

Credit cards offer the greatest protection because you can file a claim against the card provider. Please contact your card provider for details.

7.5 Legal conformity

In addition to warranty, you also have legal rights regarding product conformity with the agreement under Dutch Civil Code.

7.5.1 For products purchased from January 1, 2023

For products purchased under a sales agreement concluded from January 1, 2023, provisions of Book 7 Dutch Civil Code regarding conformity of consumer goods apply.

Presumption of non-conformity: Within 2 years of delivery, it is presumed that any lack of conformity manifesting within that period already existed at the time of delivery, unless proven otherwise given the product's nature or the defect.

7.5.2 Your legal rights

If the product does not conform to the agreement, you are entitled to:

1. Repair of the product, or
2. Replacement of the product

If repair and replacement are impossible or disproportionate, you are entitled to: 3. Price reduction, or 4. Termination of the agreement

7.6 Warranty vs. legal rights

The warranty does not affect your legal rights. This means:

• You can invoke both warranty and legal rights
• Warranty does not limit your legal rights
• In case of doubt, both schemes exist side by side

8. COMPLAINT PROCEDURE

8.1 Submitting a complaint

If you have a complaint about a product, you can submit it via:

8.1.1 By email

help@deluxdeco.nl

8.1.2 In writing

DELUX DECO SP. Z O.O. ul. Kineskopowa 1F 05-500 Piaseczno, Poland

8.1.3 By phone

+48 795 966 766

8.2 Recommended complaint content

To handle your complaint as quickly as possible, we request you provide the following information:

1. Contact details:

   • Your name and address
   • Email address and phone number
   • Order number

2. Product information:

   • Which product is it about?
   • When did you receive the product?
   • What is the nature of the problem?

3. Desired solution:

   • What do you expect from us?
   • Repair, replacement, price reduction or termination?

4. Evidence:

   • If possible, attach photos showing the problem
   • Keep original packaging and documentation

8.3 Response time

We will respond to your complaint within 14 calendar days after receipt.

If your complaint requires longer handling, we will notify you within this period with an acknowledgment of receipt and an indication when you can expect a more extensive response.

8.4 Returning product under complaint

The product about which you are complaining can (if necessary) be sent or returned to:

DELUX DECO SP. Z O.O. ul. Kineskopowa 1F 05-500 Piaseczno, Poland

Note: Only return the product after contacting us and receiving our permission to do so.

9. YOUR RIGHTS

9.1 Out-of-court dispute resolution

If you are not satisfied with how we handled your complaint, you have various options for out-of-court dispute resolution:

9.1.1 Geschillencommissie Wonen

For disputes about furniture and home furnishings, you can turn to:

Geschillencommissie Wonen (Disputes Committee for Housing) Website: https://www.degeschillencommissie.nl/over-ons/geschillencommissies/wonen/

Conditions:

• You must first have attempted to resolve the dispute with us
• The dispute may not be or have been pending in court
• The Disputes Committee only handles disputes from consumers

Costs: €25 own contribution (refunded if you are proven right)

9.1.2 Consumer Association

The Consumer Association provides advice and support:

• Website: https://www.consumentenbond.nl
• Phone: 070 - 445 45 45

9.1.3 Legal Advice Center

Free legal advice via the Legal Advice Center:

• Website: https://www.juridischloket.nl
• Phone: 0900 - 8020 (local rate)

9.2 European ODR platform

For online disputes, you can also use the European ODR platform: https://ec.europa.eu/consumers/odr

This platform is a multilingual website with a one-stop shop for consumers and businesses seeking out-of-court resolution of disputes concerning online purchases.

9.3 Dutch Data Protection Authority

For complaints about processing of your personal data:

Autoriteit Persoonsgegevens (Dutch Data Protection Authority) Postbus 93374 2509 AJ Den Haag Netherlands

• Phone: (+31) - (0)70 - 888 85 00
• Website: https://autoriteitpersoonsgegevens.nl

9.4 Legal proceedings

In addition to out-of-court dispute resolution, you always have the right to initiate legal proceedings.

For consumers:

• You can summon us at your own place of residence
• Or at the court of our place of establishment

10. CONTACT

10.1 Customer service

For questions about returns, refunds or warranty, contact us:

Email: help@deluxdeco.nl

Phone: +48 795 966 766

Customer service hours: Monday to Friday: 9:00 AM - 5:00 PM Weekends and holidays: Closed

10.2 Postal address

For written correspondence:

DELUX DECO SP. Z O.O. ul. Kineskopowa 1F 05-500 Piaseczno, Poland

10.3 Quick response

We strive to:

• Answer emails within 24 hours (working days)
• Handle complaints within 14 days
• Process refunds within 14 days after approval

APPENDIX: MODEL WITHDRAWAL FORM

This form should only be completed and returned if you wish to withdraw from the contract

To:

DELUX DECO SP. Z O.O.
ul. Kineskopowa 1F
05-500 Piaseczno, Poland
Email: help@deluxdeco.nl

Withdrawal declaration:

I/We() hereby notify that I/we() withdraw from our contract for the sale of the following goods() / delivery of the following goods() / the following service(*)

Product information:

Ordered on / received on(*):

Order number:

Product description:

Return information:

Reason for return (optional):

Do you wish pickup by our carrier against payment? ☐ Yes ☐ No

Refund:

Bank account number (IBAN):

Account holder name:

Contact details:

Name of consumer(s):

Address of consumer(s):

Postal code and city:

Email address:

Phone number:

Signature of consumer(s) (only if this form is submitted on paper)

Date:

(*) Delete as appropriate

END OF RETURNS & REFUND POLICY

Last update: March 2026 Version: 1.1 (EN)

QUICK OVERVIEW

✅ What you need to know:

• 14 days reflection period from product receipt
• Free return upon direct refusal during delivery
• 10 year warranty on frames
• 2 year warranty on upholstery and mechanisms
• Refund within 14 days after return approval

📦 Returning:

1. Notify us of withdrawal within 14 days (legal right) via help@deluxdeco.nl
2. Pack product in original packaging
3. Ship within 14 days after withdrawal
4. Receive refund within 14 days after approval

💰 Costs:

• €0 upon direct refusal during delivery
• €300-500 for later return (depending on product size)

📞 Questions?

help@deluxdeco.nl | Response within 24 hours