Refund policy

Return and Refund Policy

Last updated: 1 November 2026

1. Scope

This Return and Refund Policy applies to consumers who place an order through shailodesigns.nl.

The statutory 14-day consumer withdrawal period does not apply to business orders. Business customers are subject to the agreed arrangements and our Terms of Service, unless otherwise agreed in writing.

2. Withdrawal period for standard products

When purchasing a standard product online, you have the right to withdraw from the contract within 14 days without giving any reason.

The withdrawal period begins on the day after you, or a third party appointed by you who is not the carrier, receives the product.

If you receive multiple products from a single order at different times, the withdrawal period begins on the day after you receive the final product.

You do not have to wait until the order has been delivered. You may also notify us before delivery that you wish to withdraw from the purchase.

Standard products include:

  • blank clothing without personalised printing;

  • products featuring a fixed Shailodesigns design;

  • ready-made stickers, magnets and other stock products;

  • products for which only a standard size, standard colour, quantity or other fixed product option has been selected.

3. Personalised and made-to-order products

The statutory right of withdrawal does not apply to products that:

  • are not prefabricated;

  • are made according to the customer’s individual choices or specifications; or

  • are clearly intended for a specific person.

At Shailodesigns, these products include:

  • clothing printed with a design, logo, text, name or image supplied by you;

  • DTF transfers and DTF transfer sheets produced according to your files, dimensions or individual layout;

  • stickers and magnets made according to your own design, text, dimensions, shape or specific finish;

  • products for which an individual design has been created specifically according to your requirements;

  • other products manufactured according to your individual specifications.

Selecting only a standard size, standard colour, quantity or fixed product option does not automatically make a product personalised.

Viewing or approving a digital preview does not, by itself, automatically make a product personalised or made to order. The product must actually be made according to your individual choices or specifications or be clearly personal in nature.

The exclusion from the right of withdrawal does not apply when Shailodesigns supplies an incorrect, damaged, incomplete or defective product, or when the product does not conform to the agreed specifications.

4. Withdrawing from a purchase or cancelling an order

You can withdraw from the purchase of a standard product by:

  • using the online returns and cancellation function in our online store;

  • emailing info@shailodesigns.nl;

  • using the model withdrawal form at the end of this policy; or

  • providing another unequivocal statement indicating that you wish to withdraw from the contract.

Please include:

  • your full name;

  • the order number;

  • the email address used to place the order;

  • the products you wish to cancel or return.

Personalised and made-to-order products are not normally covered by the statutory right of withdrawal.

If you nevertheless wish to cancel a personalised order, please contact us as soon as possible. If production has not yet started and no irreversible work or costs have been incurred, Shailodesigns may assess whether voluntary cancellation is still possible. This does not guarantee that the order can be cancelled.

5. Returning a product

After notifying us within the withdrawal period that you wish to withdraw from the contract, you have a further 14 days to return the product.

Send the return shipment to:

Burgzorg Service, trading as Shailodesigns
Hertogs Wetering 7
1509 KJ Zaandam
The Netherlands

Package the product carefully and ensure that it is adequately protected. Using the original packaging is preferred where reasonably possible, but it is not a condition for exercising your right of withdrawal.

Keep the proof of postage and Track & Trace code until the return and refund have been fully processed.

6. Inspection and diminished value

During the withdrawal period, you may inspect, try on and assess a standard product as you would be permitted to do in a physical shop.

If you use, wash, damage or soil the product beyond what is necessary to establish its nature, characteristics and functioning, Shailodesigns may apply a reasonable deduction for diminished value.

A return will not automatically be refused if the original packaging is missing. Any deduction for diminished value will be assessed individually.

7. Fixed shipping rates and return costs

Shailodesigns applies the following fixed standard shipping rates to the original delivery of orders:

  • The Netherlands: €7.00 per order;

  • Belgium, Germany and Luxembourg: €13.95 per order.

Standard shipping within the Netherlands is free for orders with a product value of €100.00 or more.

Standard shipping to Belgium, Germany and Luxembourg is free for orders with a product value of €150.00 or more.

The product value is calculated after any discounts have been applied and before shipping costs are added. The shipping costs displayed during checkout are decisive for the order.

These fixed shipping rates apply to the original delivery of an order by Shailodesigns. They are not fixed rates for returning an order.

If you return a product under the statutory right of withdrawal or because you have changed your mind, you are responsible for the direct cost of returning the product.

You may choose a suitable carrier and shipping method. The actual return cost depends on the country of dispatch, carrier, dimensions, weight and selected shipping method. The carrier’s current rate applies when you send the return shipment.

If Shailodesigns has supplied an incorrect, damaged, incomplete or defective product, please contact us before returning it. In that case, Shailodesigns will cover the necessary and reasonable return costs and provide appropriate return instructions.

8. Reimbursement following withdrawal

Following a valid withdrawal, we will reimburse the amounts due no later than 14 days from the day on which we receive your notice of withdrawal.

We may withhold reimbursement until:

  • we have received the product; or

  • you have provided evidence that the product has been returned;

whichever occurs first.

Reimbursement will be made using the same payment method used for the original order, unless you expressly agree to another payment method. We will not charge any fees for the reimbursement.

If you return the complete order, we will also reimburse the cost of the least expensive standard delivery option that was available for the order and that you actually paid.

Under our current fixed standard shipping rates, this means a maximum reimbursement of:

  • €7.00 for delivery within the Netherlands;

  • €13.95 for delivery to Belgium, Germany or Luxembourg.

If you selected a more expensive or special delivery method for the original order, the additional costs above the least expensive standard delivery rate will not be reimbursed.

If the original order qualified for free shipping because the product value reached the applicable free-shipping threshold, no standard delivery costs were originally paid and there are therefore no delivery costs to reimburse.

If you return only part of an order, the original delivery costs will not be reimbursed unless otherwise required by applicable law.

9. Incorrect, damaged or defective products

You are entitled to receive a product that conforms to the contract.

If you receive an incorrect, damaged, incomplete or defective product, please contact us as soon as possible at info@shailodesigns.nl and include your order number.

Photographs of the product, packaging and shipping label may help us assess the issue more quickly. Being unable to provide photographs does not automatically result in your complaint being rejected and does not limit your statutory rights.

Depending on the circumstances, Shailodesigns will provide a repair, replacement production or replacement product within a reasonable period and at no cost.

If repair or replacement is impossible, cannot be completed within a reasonable period or cannot reasonably be required of you, a price reduction or termination of the contract with an appropriate refund may apply.

The statutory guarantee also applies to personalised and made-to-order products.

10. Customer-supplied files and information

You are responsible for checking the following information supplied or approved by you:

  • designs and images;

  • names and text;

  • spelling;

  • dimensions;

  • quantities;

  • file quality and resolution;

  • product options;

  • individual layout;

  • digital preview.

An error that was already present in a file supplied or approved by you and was then correctly reproduced by Shailodesigns is not considered a production error by Shailodesigns.

Shailodesigns remains responsible for producing the product correctly in accordance with the agreed design and specifications.

Your statutory rights continue to apply if the delivered product differs from the approved design, agreed specifications or quality that you could reasonably expect.

11. Exchanges

If you wish to exchange a standard product for another size, colour or version, please contact info@shailodesigns.nl.

If the product is covered by the right of withdrawal, you can return it and then place a new order.

Personalised and made-to-order products cannot be exchanged unless the product is defective or Shailodesigns has made an error.

12. Contact

If you have any questions about a return, cancellation, complaint or refund, please contact:

Shailodesigns
Email: info@shailodesigns.nl
Website: https://shailodesigns.nl

We will try to work with you to find an appropriate solution.

Model Withdrawal Form

Complete and return this form only if you wish to withdraw from the contract. You may also notify us of your decision to withdraw in another unequivocal manner.

To:

Burgzorg Service, trading as Shailodesigns
Hertogs Wetering 7
1509 KJ Zaandam
The Netherlands
Email: info@shailodesigns.nl

I/We hereby give notice that I/We withdraw from my/our contract for the sale of the following products:

Product(s):

Order number:

Ordered on:

Received on:

Name of consumer(s):

Address of consumer(s):

Email address:

Date:

Signature of consumer(s):
Only required when this form is submitted on paper.