The full Dutch text is legally binding; this translation is for convenience only.
Products that have been cut or processed to size, or made to your specification, are excluded from the right of withdrawal. Business (B2B) orders have no statutory cooling-off period. Read the full rules below.
As a consumer, you may withdraw from an online purchase within 14 calendar days of receipt, without giving any reason (EU Directive 2011/83/EU; art. 6:230o BW (Burgerlijk Wetboek, Dutch Civil Code)). Fastest route: the digital withdrawal button.
1. Right of withdrawal
You have the right to withdraw from the purchase within 14 calendar days of the day on which you (or a third party designated by you, other than the carrier) take physical possession of the goods.
2. How do I report a return?
Inform us by means of an unequivocal statement. You can:
- use the withdrawal button (fastest method);
- complete the standard return form and email it;
- email info@houthandeljansok.nl stating your order number;
- call 0522 851 551.
After confirmation, you have a further 14 days to return the product to us.
3. Conditions for returns
- The product is unused, undamaged and in its original condition;
- preferably in the original packaging;
- custom work (cut or processed to size) is excluded from withdrawal;
- no right of withdrawal applies to business orders (B2B).
Timber is a natural product. Small differences in colour, grain, knots and dimensions are normal and are not grounds for a return. See timber quality & expectations and our general terms and conditions.
4. Return costs
Return costs are borne by the buyer, unless the product is defective or was delivered incorrectly. Timber is heavy and bulky — contact us for the practical return method. For damaged or incorrect deliveries, we reimburse the return costs.
5. Refund
After receipt and inspection, we refund you via the same payment method, often in your account within 3–5 working days. We may wait until we have received the goods back, or until you have shown that you have sent them back.
6. Exceptions
The right of withdrawal does not apply to:
- products made to the consumer's specification (custom work);
- clearly personalised products;
- products which, after delivery, have been inseparably mixed with other items;
- business purchases (B2B).
7. Complaints
Complaint? Email info@houthandeljansok.nl or call 0522 851 551. We respond within 3 working days. Disputes: European ODR platform.
Standard return form
Complete this form and send it to info@houthandeljansok.nl.