Exchange & return
How can I return or cancel an order?
You can return your order through us by sending us an email to [email protected] with name, product, order number and zip code. It is a requirement that the lamp is returned in its original packaging and condition. If the lamp has been used by you and has been damaged in any way, we can unfortunately no longer take it back. Returning the delivered goods is therefore entirely at the customer’s own expense and risk.
The package should be sent by registered mail to the following address: H.P.V. Lumière Classique BV, De Trompet 2760, 1967 DD Heemskerk, The Netherlands, T: 0251 – 275975. If the chandelier has been delivered, the chandelier must also be collected. The costs for collecting the chandelier are €75.
The right of withdrawal applies to every consumer, whereby you as a consumer may return the product within 14 days after receipt of a product without stating a reason. You will get everything back that you have paid. This includes reimbursement of the price of the product and the costs of the forwarding. However, the return costs are for your own account and are €49 per package. To make use of the right of withdrawal, you must complete the European model withdrawal form. With this form you make it clear to us that you want to make use of the right of withdrawal. You can download the form here (pdf).
Note: If you have had a lamp made to measure, you will receive a voucher from HPV Lumière Classique worth the purchase price excl. shipping/delivery costs. This voucher can of course be spent at HPV Lumière Classique.
When will I receive a refund for my return?
After proper receipt – read: in original packaging (if reasonably possible), in all completeness and correct condition – HPV Lumière Classique will ensure that within 30 days full refund of purchase. This includes reimbursement of the price of the product and the costs of the forwarding. However, the return costs are for your own account and are €49 per package.
We use the same payment method as you used to pay for your order. We do not charge any extra costs for this.
Is it possible to exchange a product?
Yes, exchange is possible! You can contact us via our mail [email protected] or telephone number: 0251 – 275975 (during office hours). It is wise to state your name, product, order number and zip code. We are then able to help you faster.
In this e-mail contact we discuss with you which product and size you want to exchange your original purchase. You will then receive a voucher for the amount of the purchase excluding shipping/delivery costs which you can spend at HPV Lumière Classique. We will also discuss the return process in this conversation.
I have a complaint. What should I do?
If you have a complaint, we would like to hear from you. Such points of attention can improve our service and products. We recommend that you first notify us of any complaints via [email protected]. We then aim to provide a substantive response within 14 days after receipt of your complaint.
If you are not satisfied with the handling of your complaint, you can submit it to the Disputes Committee Thuiswinkel, PO Box 90600, 2509 LP in The Hague (www.degeschillencommissie.nl). .
It is also possible to report complaints via the ODR platform of the European Commission. You can find this platform at http://ec.europa.eu/odr. If your complaint is not being handled by us, you are free to submit your complaint via the European Union platform.
Am I entitled to a warranty?
In addition to the statutory 14-day right of withdrawal, we offer you a voluntary money-back guarantee for the following 10 days< /b>. This allows you to return your product to us free of charge within 30 days without giving any reason. This applies to all items you buy from us.
We also have a legal guarantee on every product. This means that you are entitled to a new copy of the product if it breaks quickly or if it contains a production error. Consumers may in all reasonableness expect from us that the product works as it should. If this is not the case, please let us know as soon as possible!
Why have I not received my order despite payment?
There are several reasons why you have not yet received your product. Please contact us directly via our email [email protected] or telephone number: 0251 – 275975 (during business hours). We will be happy to help you.