Returns, Replacements & Statutory Withdrawal

Products made according to the customer’s individual specifications or products that have been clearly personalised cannot be returned or cancelled because of a change of mind.

This includes, but is not limited to:

• Candles featuring personalised names, initials, dates or messages.
• Products created using a photograph, logo or design supplied by the customer.
• Custom colours, fragrances, sizes or decorative combinations.
• Wedding, baptism, event, favour or large custom orders.
• Any creation produced according to individual customer instructions.

This exclusion does not apply when a personalised product arrives damaged, defective, materially altered or different from the approved order details.

For standard products that have not been personalised or made according to individual specifications, consumers may exercise their statutory right of withdrawal within 14 calendar days after receiving the order.

This statutory right applies without the customer being required to provide a reason.

The customer must notify Harmonie en Kunst within the applicable withdrawal period and return the eligible products within 14 calendar days after submitting the notice.

The direct cost of returning a standard product under the statutory withdrawal right is the customer’s responsibility.

Standard, non-personalised products returned under the statutory withdrawal right should be:

• Unused and unburned.
• In their original condition.
• Free from damage caused after delivery.
• Returned in their original packaging whenever reasonably possible.
• Packaged securely to prevent damage during transportation.

The customer may inspect the product in the same way that they would in a physical shop.

The customer may be responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and condition of the product.

Candles that have been lit, burned, used, modified or damaged after delivery may be subject to a reduction in the refunded amount.

Please inspect your order immediately after delivery.

If a product arrives damaged, defective, materially altered during transportation or different from the product ordered, please contact us as soon as possible.

To help us assess the issue, please provide:

• Your full name and order number.
• A clear description of the problem.
• Clear photographs of the affected product.
• Photographs of the internal and external packaging.
• A photograph of the shipping label.

The customer should not return a damaged, defective or incorrect product before receiving return instructions from Harmonie en Kunst.

Replacements are available only when a product is damaged, defective, materially altered or different from the product ordered.

General exchanges because of a change of preference, colour choice, fragrance choice or change of mind are not offered, except where a mandatory statutory right applies.

Once the issue has been reviewed and approved, Harmonie en Kunst will provide the relevant return or replacement instructions.

The replacement will normally be the same product or an equivalent product agreed with the customer.

If a replacement is not reasonably possible, an appropriate refund or another solution may be offered.

Each Harmonie en Kunst product is individually handmade. Minor differences may therefore occur between the product photographs and the final creation.

These differences may include:

• Slight variations in colour or shade.
• Minor differences in shape or dimensions.
• Small air bubbles or surface irregularities.
• Natural variations in wax texture and finish.
• Slight differences in the positioning of decorative elements.
• Variations in fragrance intensity.

These natural handmade characteristics are not normally considered defects, provided that they do not materially affect the agreed design, quality or use of the product.

Product colours may also appear slightly different due to lighting conditions and individual screen settings.

For a statutory withdrawal involving an eligible standard, non-personalised product, the direct cost of returning the product is paid by the customer.

When a product has been confirmed as damaged, defective or incorrect, Harmonie en Kunst will cover the reasonable return and replacement shipping costs.

We strongly recommend using a tracked shipping service and keeping the proof of postage until the return has been completed.

Products must be packaged securely. Harmonie en Kunst cannot accept responsibility for damage caused by inadequate return packaging.

When a valid statutory withdrawal request concerns an eligible standard, non-personalised product, the applicable refund will be processed through the original payment method.

Harmonie en Kunst may withhold the refund until the returned product has been received or until the customer provides satisfactory evidence that the product has been sent back.

When the entire eligible order is returned under the statutory withdrawal right, the refund includes the original standard delivery cost.

Additional charges resulting from express, premium or more expensive delivery options are not refunded.

Where a damaged, defective or incorrect product cannot reasonably be replaced, Harmonie en Kunst may provide an appropriate full or partial refund.

Personalised and custom-made orders cannot normally be cancelled after preparation or production has started.

For standard, non-personalised products, please contact us as soon as possible if you wish to exercise your applicable statutory cancellation or withdrawal rights.

If an eligible order has already been dispatched, the applicable return procedure must be followed.

Please do not return a product without first contacting Harmonie en Kunst.

Return instructions and the correct return address will be provided after your request has been reviewed.

You can contact us at: harmonieenkunst@gmail.com

Nothing in this policy limits or excludes mandatory consumer rights available under applicable Dutch or European Union consumer protection legislation.

If any part of this policy conflicts with mandatory consumer protection law, the applicable legal provisions will prevail.