Exchanges & Returns
Not quite what you expected? That can happen. At Mooier Thuis, you have 30 days to return your order, which is more generous than the legal term. On this page, you can read exactly how to register a return, what conditions apply, and what to do in case of damage or an incorrectly delivered product.
- 30-day return period
- In case of damage, we'll arrange it for you
- Money back within 2 to 3 business days
Always register your return with us first. This way, we know your package is on its way and we can process your refund quickly. Never send anything back without prior notification.
Which situation applies to you?
You changed your mind or the product is not satisfactory
Does the color not match your interior, or is the size different than expected? No problem, you can return the product within 30 days.
In this case, you arrange and pay for the return shipment yourself. For packages, this can easily be done via a parcel point or post office, for example, with PostNL.
Is it a large piece of furniture that cannot be sent as a package? Then you are still responsible for the return, but we are happy to help. We can often create a collection order with our own carrier, which is usually much more affordable than arranging something yourself. The furniture will then be collected from your home, and you will receive an invoice from us afterwards. The costs depend on the dimensions, weight, and your location. Contact us for a price quote.
Your product is damaged or incorrectly delivered
Annoying, but we'll sort it out for you. In this case, you pay no return costs.
Contact us as soon as possible and send clear photos of the damage or the incorrect item, along with your order number. This can be done by email or via WhatsApp. With good photos, we can immediately assess what is needed and help you faster.
Usually, we arrange for the item to be collected from you and ensure that you still receive the correct or a new product. Sometimes another solution is more practical, such as a replacement part or compensation. We always discuss together what works best.
How to register a return
- Register your return with usYou can do this via your customer account on our website, via Shopify's Shop app, or simply by email with your order number.
- You will receive a confirmation with instructionsWe will let you know where to send the package, or we will schedule a collection for larger items.
- Pack the product carefullyPreferably in its original packaging, so it arrives undamaged.
- We process your returnAs soon as your shipment is received and checked, you will receive your money back within 2 to 3 business days.
Contact us
To register a return, send photos, or get a price quote for furniture collection:
- Emailinfo@mooierthuis.nl
- Phone085-115 5975
- WhatsApp06-12243890
Your legal right of withdrawal
As a private customer, you have the legal right to cancel your order within 14 days of receipt, without giving any reason. After your notification, you then have another 14 days to actually return the product.
At Mooier Thuis, we offer a more generous period of 30 days, so in practice, you have more time than legally required. Do you want to formally exercise your right of withdrawal? Please fill in the form below and send it to info@mooierthuis.nl. An email with your order number is also sufficient.
Frequently asked questions about returns
How much time do I have to return an item?
You have 30 days from the day of delivery to register your return with us. This is more generous than the legal cooling-off period of 14 days.
After your registration, we ask you to actually return the product within 14 days. If you cannot manage this on time, please let us know, and we will look for a solution together.
How do I register my return?
You can register in three ways:
- Via your customer account — log in to our website, open your order, and submit your return request
- Via the Shop app — if you paid with Shop Pay, you will find your order in Shopify's Shop app
- By email — send a message to info@mooierthuis.nl with your order number and which item you wish to return
A return must always be registered in advance. So never simply send a package back, as we cannot link it to your order and your refund will take longer.
Who pays the return costs?
That depends on the reason for your return:
- You changed your mind or the product is not satisfactory — the return costs are at your expense. You arrange the shipment yourself, for example, via a parcel point.
- The product is damaged or incorrectly delivered — we cover the costs and arrange the return or exchange for you.
If you are unsure which situation applies to your case, feel free to contact us, and we'll help you figure it out.
My product arrived damaged, what should I do?
Contact us as soon as possible via email or WhatsApp and include:
- Your order number
- Clear photos of the damage, preferably close-up and of the entire product
- If possible, a photo of the packaging, especially if it is also damaged
With good photos, we can immediately assess what is wrong and help you right away, without back-and-forth emails. In most cases, we arrange for the item to be picked up and you will receive the correct or a new product. You pay nothing for this.
How do I return a large piece of furniture?
Large furniture such as a sofa, dining table, or cabinet does not fit in a regular package. Even then, for a cooling-off period return, you are responsible for the return shipment, but we are happy to help.
We can often create a collection order with our own carrier. This is usually much more affordable than if you hire a carrier yourself. The furniture will then be collected from your home, and you will receive an invoice from us afterwards.
The costs depend on the dimensions, weight, and your location. Contact us with your order number, and we will provide you with a price quote.
If it concerns damage or an incorrectly delivered piece of furniture? Then we arrange the collection, and you pay nothing.
When will I receive my refund?
As soon as your return is received by us and we have checked the product, we will process your refund. This usually happens within 2 to 3 business days.
You will receive the amount back via the payment method you used. How quickly you actually see it in your account then depends on your bank or payment provider. If you paid afterwards with Klarna, Riverty, or in3, your outstanding payment will be adjusted or canceled.
What condition should the product be in?
We ask you to return the product undamaged and in its original packaging. So keep the box and packing material until you are sure you want to keep the item.
You may, of course, unpack and inspect the product, just as you would in a store. Trying out a sofa or holding up a lamp to assess the color is perfectly fine. If the product is visibly used or damaged after delivery, we may deduct a portion of the purchase price.
Can I exchange my product for another item?
Standard exchange is not possible. If you want a different item, you place a new order and return the first product. This way, you get the desired item fastest.
However, sometimes more is possible than you think. For larger furniture, for example, we can sometimes arrange an exchange at the door: the delivery person takes the old item and immediately delivers the new one. Whether this is possible depends on the product, the supplier, and your situation. Therefore, always contact us, and we will discuss the possibilities.
Which items cannot be returned?
Custom-made and personalized items cannot be returned. This includes a table made to your dimensions or a product with a personal print. These items are produced especially for you and are therefore not resalable.
For such products, we clearly state this on the product page, so you know before placing your order. If you are unsure whether your item falls into this category, feel free to ask us in advance.
Can I return part of my order?
Yes, you can. For example, if you ordered a dining table with six chairs and only want to return the chairs, that's no problem. Clearly indicate which items you are returning when you register your return.
Please note that if your order amount falls below €75 after the return, the shipping costs of your original order may be re-evaluated.
Do I also get the shipping costs back?
If you return your entire order within the cooling-off period, you will also receive the shipping costs of the original delivery back. This is legally regulated. With us, those costs are €8.50 for orders under €75; above that, we offer free shipping.
The costs of returning the item are at your expense. Only in case of damage or an incorrectly delivered product do you pay absolutely nothing.
I want to cancel my order before it has been shipped
Then contact us as soon as possible via WhatsApp or phone, that's the fastest way. If your order has not yet been processed by the supplier, we can usually cancel it free of charge and refund your entire purchase amount.
Is the order already on its way? Then it goes through the normal return procedure.
Can I return from Belgium or Germany?
Yes, even if you live in Belgium or Germany, you can return your order within 30 days. The procedure is the same: register your return, and we will send you instructions.
Please note that return costs from abroad may be higher. For large furniture, we are happy to help you with a collection order via our carrier. Contact us for a price quote.
What about the warranty?
In addition to your right of return, you are entitled to a sound product. If something breaks within the warranty period that is not due to normal use, please contact us with your order number and clear photos.
We will then assess with the supplier what is needed: repair, a replacement part, or a new product. You can read more about this on our page about warranty.
Register a return or ask a question?
Log in to your account to view your order, or contact us directly. We respond quickly and are happy to help you.
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