Cancellation & returns

Cancellation & returns

• Can I still cancel my order?

  You can only cancel an order yourself if you already have an account, and provided that the order has not yet been cut to size. If you wish to cancel (part of) an order, please click on “Orders” under “My account“, and place a cancellation if this is possible.

• Can I add another item to an order I have just placed?

  Since orders are customised, we can no longer adjust them later. When you place an order, it is automatically forwarded to our sawmill. There, the sheets are cut to size almost immediately and prepared for shipment. You will need to place a new order for the missing item.

• I have entered the wrong size; can I still change it?

  Once you have placed your order, it can no longer be changed. As soon as your order has been placed, it will be automatically forwarded to our sawmill. There, your order will be cut to size almost immediately and prepared for shipment.

• Can I return a product?

  If you have ordered a whole sheet and it does not meet your expectations, you can return it in its original condition and packaging at your own expense. If you want to return a product, please get in touch with us by phone. We will then go through the procedure with you and arrange for the product to be picked up. After receipt and verification, we will send you a credit invoice and return the amount, excluding shipping costs. This is unfortunately not possible with custom-made products, samples and screens. Therefore, only our accessories and whole sheets can be returned. If you have any questions, please get in touch with us.

• Where can I return my items?

  If you want to return a product, please get in touch with us, and we will go through the procedure with you and arrange for the product to be collected. After receipt and verification, we will send you a credit invoice and return the amount, excluding shipping costs. This is unfortunately not possible with custom-made products. If you have any questions, please contact us.

• I have not yet received a refund for my return

  After we have received your return in good condition, we will refund the costs of the returned item. Processing a return generally takes 14 days.

• Return conditions

  It is essential that you indicate which items you are returning and that they are returned undamaged and in good condition, stating the order number. Please contact customer service for this. Only accessories and whole sheets can be returned.