Returns & Cancellations
Clear information about returns, cancellations, transport damage, complaints, natural materials and warranty. Always contact DETJER® before returning any furniture.
Returning an order
Can I return my order?
As a consumer, you may return your complete order or part of it within 14 days of delivery without giving a reason. Certain exceptions may apply, including custom-made or personalised products.
Please contact us before returning an item. We will provide you with the correct return instructions and return address.
- The item must be unused
- The item must be complete and undamaged
- All accessories must be included
- The product must be packed securely, preferably in its original packaging
- Large furniture must normally be returned on a pallet
Who pays the return costs?
When you return an item because you have changed your mind, the return costs are at your expense. You may arrange the transport yourself or ask us to calculate the collection costs.
When an item is defective, damaged or incorrect, we will assess the situation and arrange an appropriate solution.
Can I unpack or try the product before returning it?
You may unpack and inspect the product in the same way you would in a physical shop. Please handle it carefully.
If the product has been used more than necessary for inspection, or has been damaged after delivery, the resulting loss in value may be deducted from the refund.
Do I need the original packaging?
We strongly recommend keeping the original packaging until you have fully inspected the product.
If the original packaging is no longer available, you are responsible for packaging the product with at least the same level of protection. If the product is damaged during the return shipment because of insufficient packaging, the return may be refused or part of the purchase amount may be deducted.
How do I register a return?
Before returning the item, email [email protected] and include:
- Your order number
- The item or items you wish to return
- The collection or return address
- The reason for the return, if you wish to share it
- Photographs of the item and packaging for larger furniture
Do not return furniture without prior instructions. Depending on the product, a different warehouse or return address may apply.
When will I receive my refund?
We inspect the returned product after arrival. If it meets the return conditions, the refund will be issued through the original payment method.
It may take several business days before the amount appears in your account. Agreed collection costs, return costs or a reduction in value may be deducted from the refund.
Cancelling or refusing an order
Can I cancel my order before shipment?
Yes. Contact us as soon as possible and include your order number.
If the order has not yet been packed or booked with the carrier, it can normally be cancelled without additional transport costs.
What happens if the shipment has already been booked or dispatched?
Once a shipment has been booked with the carrier, collected or is already in transit, cancellation costs may apply.
These may include:
- Carrier booking costs
- Collection or interception costs
- Outbound transport costs
- Return transport costs
What happens if I refuse the delivery?
Refusing a delivery does not automatically count as a free cancellation.
If the carrier returns the order because the delivery was refused or nobody was available, the outbound and return transport costs may be deducted from the refund.
Please contact us first so we can find the most practical solution together.
Can I change my order instead of cancelling it?
This is often possible, provided the order has not yet been processed.
We may be able to change the address, colour, model or quantity. It may also be possible to add or remove an item.
Once the order has been packed or dispatched, changes may no longer be possible.
Damage during delivery
What should I do if the packaging arrives damaged?
Whenever possible, inspect the shipment before accepting it.
If the packaging or pallet shows visible damage:
- Take clear photographs before unpacking
- Photograph every damaged side
- Take a photograph of the complete pallet or parcel
- Make sure the shipping label is visible in at least one photograph
- Ask the driver to note the damage on the delivery document when possible
- Keep all packaging materials
- Carefully inspect the furniture immediately after unpacking
Report visible transport damage as quickly as possible. An immediate report makes it easier for us to investigate the shipment with the carrier.
What if the packaging looks fine but the product is damaged?
Some damage only becomes visible after unpacking. Contact us immediately and send:
- Your order number
- A photograph of the complete product
- At least three clear photographs or a video of the damage
- Photographs of the outer packaging
- A photograph of the shipping label
- A photograph of the white DETJER® quality label
Do not dispose of the packaging until the situation has been assessed.
Should I return the damaged item immediately?
No. Always wait for our instructions.
Depending on the product and the nature of the issue, we may offer:
- A replacement product
- A replacement part
- A repair
- A retouching kit
- A partial refund
- Collection of the product
- A full refund
Returning a product without prior agreement may create unnecessary costs or cause further damage.
What should I do if an item is missing?
First check the packing slip and all packaging materials carefully. Smaller accessories or cushions may be packed inside or underneath a larger product.
If the item is still missing, please send us:
- Your order number
- Photographs of the complete delivery
- Photographs of the pallet or packaging
- A photograph of the shipping label
- A description of the missing item
What should I do if I received the wrong item?
Do not use the item and keep all packaging materials.
Send us your order number and photographs of:
- The product received
- The product label
- The packaging
- The shipping label
We will then arrange a suitable exchange or another appropriate solution.
Complaints & Warranty
How quickly should I report a problem?
Inspect your order as soon as possible after delivery.
Report visible damage, incorrect items or missing parts immediately, preferably within 48 hours. Other issues should be reported as soon as they are discovered.
What information do you need to assess a complaint?
Complete and clear information helps us assess your complaint as quickly as possible.
Please send us:
- Your DETJER® order number
- A clear description of the problem
- At least three photographs or a video
- A photograph of the complete product
- A photograph of the outer packaging
- A photograph showing the shipping label
- A photograph of the white DETJER® quality label
- A photograph of the packing slip, when available
What is the white quality label?
The white label contains information that identifies the product, production batch and quality control details.
It is normally attached underneath or on the back of the furniture. Do not remove the label before the complaint has been fully assessed.
Can I continue using the product while my complaint is being reviewed?
Stop using the product if continued use could worsen the damage or create a safety risk.
For minor cosmetic issues, we may confirm that the product can remain in use. When in doubt, send photographs first and wait for our advice.
What should I do if a problem appears after the product has been used?
Contact us and include:
- Your order number
- A clear description of the problem
- At least three photographs or a video
- A photograph of the complete product
- A photograph of the quality label
- Information about how and where the product has been used
We will assess whether the issue relates to the materials, construction, normal wear, environmental conditions or improper use.
What solution will DETJER® offer?
The most appropriate solution depends on the product, its age and the nature of the issue.
Possible solutions include:
- Care or maintenance advice
- A retouching kit
- A replacement part
- Repair
- Replacement
- A partial refund
- A full refund when another solution is not reasonable
Natural materials & craftsmanship
Is every DETJER® product exactly the same?
No, and that is part of its character.
Natural materials such as wood, rattan, cane, leather and woven fabrics may vary in colour, grain, structure, texture, knots, small markings and tonal shades.
Our furniture is partly handmade. Small differences therefore do not automatically indicate a defect.
Product-specific characteristics are described under Properties on the relevant product page.
Can wood change over time?
Yes. Wood responds to light, temperature and humidity.
Over time, the wood may become lighter or darker, develop tonal differences or show small movements in the surface.
Avoid placing wooden furniture directly next to strong heat sources and avoid prolonged exposure to direct sunlight or excessive moisture.
Are small differences in rattan or cane normal?
Yes. These natural materials are woven by hand, so small variations in thickness, colour, spacing and tension may occur.
Loose, broken or structurally damaged weaving is different and should always be reported to us.
Warranty exclusions
What is generally not covered by the warranty?
A complaint may not be covered when the issue results from:
- Normal wear and tear
- Incorrect or unusually intensive use
- Failure to follow care instructions
- Accidents, impact or external force
- Scratches, stains or water damage caused after delivery
- Prolonged exposure to moisture, sunlight or heat
- The use of unsuitable cleaning products
- Modifications or repairs by third parties
- Commercial use of furniture intended only for residential use
- Transport arranged independently by the customer
- Natural product characteristics described online
- Previously disclosed damage or imperfections
- Showroom, sample, outlet or repaired products sold with their condition clearly stated
This does not affect any consumer rights that cannot legally be excluded.
Are showroom and outlet products covered?
Showroom, sample, repaired and outlet products may show signs of use or known imperfections. If these characteristics were clearly disclosed before purchase, they cannot later be treated as an undisclosed defect.
Other unexpected defects will be assessed based on the applicable rights and the information provided at the time of purchase.
Is damage caused by my own carrier covered?
When you arrange transport yourself, DETJER® cannot be held responsible for damage that occurs after collection from our warehouse.
The damage claim should normally be submitted to your own carrier.
Always use a carrier suitable for furniture transport and make sure the products are securely packed and safely transported on a pallet.
Need assistance?
Our customer service team is happy to help with returns, cancellations, transport damage, complaints and warranty.
Please include your order number whenever possible so we can assist you more quickly.
Email
[email protected]
Customer Service
+31 40 231 06 57
Business days
09:00–12:00 and 13:00–16:00
We aim to respond within one business day. During sale periods and public holidays, it may occasionally take a little longer.
Team DETJER®
