Article 1 — Definitions

Trader: Felena Handmade VOF, established in the Netherlands, registered with the Dutch Chamber of Commerce under number 93238134.

Consumer: a natural person not acting in the course of a profession or business who enters into a distance contract with the trader.

Distance contract: a contract concluded through the webshop without the simultaneous physical presence of trader and consumer.

Cooling-off period: the period during which the consumer may exercise the right of withdrawal.

​

Article 2 — Identity of the trader

Felena Handmade VOF

Address: Groene boord 23, Heerlen, The Netherlands

Telephone: +31625331683— available on working days

E-mail: info@felenahandmade.com

Chamber of Commerce number: 93238134

VAT number: NL866323442B01

​

Article 3 — Applicability

These terms apply to every offer made by the trader and to every distance contract concluded between the trader and a consumer.

Before the contract is concluded, these terms are made available electronically in a way that allows the consumer to store them easily.

​

Article 4 — The offer

The offer contains a complete and accurate description of the products, detailed enough for the consumer to assess it properly.

All products are handmade. Small variations in colour, leather grain, wood texture and hand-painted motifs are inherent to handwork and do not constitute a defect.

Obvious mistakes or errors in the offer are not binding on the trader.

​

Article 5 — The contract

The contract is concluded when the consumer accepts the offer and meets the conditions attached to it.

The trader confirms receipt of the order electronically without delay. These terms and the model withdrawal form are sent with that confirmation.

​

Article 6 — Right of withdrawal

When purchasing products, the consumer may cancel the contract without giving reasons within fourteen (14) days. This period starts on the day after the consumer receives the product.

During the cooling-off period the consumer handles the product and its packaging with care, unpacking or using it only as far as necessary to establish its nature and characteristics.

To exercise the right of withdrawal, the consumer notifies the trader within the cooling-off period using the model withdrawal form or by e-mail. After notifying, the consumer has a further fourteen (14) days to return the product.

​

Article 7 — Costs of withdrawal

If the consumer exercises the right of withdrawal, the cost of returning the product is borne by the consumer.

The trader refunds the full purchase price including the original delivery charge within fourteen (14) days of receiving the withdrawal notice, provided the product has been received back or the consumer has proven it was returned. Refunds are made using the same payment method.

If the product has lost value because it was used more than necessary to establish its nature and characteristics, the trader may deduct that loss in value.

​

Article 8 — Exclusion of the right of withdrawal

The right of withdrawal does not apply to products made to the consumer's specifications, that are not prefabricated, that are made on the basis of an individual choice or decision by the consumer, or that are clearly intended for a specific person.

For custom orders the consumer is expressly informed of this before placing the order and confirms it before payment.

​

Article 9 — Prices

All prices are in euros and include 21% Dutch VAT. Shipping costs are calculated separately and shown clearly before the order is completed.

Prices are not increased during the validity of the offer, except for changes resulting from VAT rate changes.

​

Article 10 — Conformity and warranty

The trader warrants that the products conform to the contract, to the specifications stated in the offer and to reasonable requirements of soundness and usability.

The consumer has the statutory warranty. If a defect appears within the first six months after delivery, it is presumed to have existed at delivery unless the trader proves otherwise.

The warranty does not cover normal wear, damage caused by improper use or maintenance, or the natural ageing of leather and wood.

​

Article 11 — Delivery

The place of delivery is the address the consumer has given to the trader.

Accepted orders are dispatched promptly. Current delivery times are stated on the Shipping and Returns page. The maximum delivery period is thirty (30) days unless agreed otherwise.

The risk of damage or loss lies with the trader until the moment of delivery to the consumer.

​

Article 12 — Payment

Payment is made using the methods offered in the webshop. Amounts due are paid at the time of ordering unless agreed otherwise.

The consumer must report any inaccuracies in payment details to the trader without delay.

​

Article 13 — Complaints

Complaints about the performance of the contract must be submitted to info@felenahandmade.com, fully and clearly described, within a reasonable time after the consumer has discovered the defect.

Complaints are answered within fourteen (14) days of receipt. If a complaint requires more time, the trader confirms receipt within that period and indicates when a fuller answer can be expected.

If trader and consumer cannot resolve the matter together, the consumer may submit the dispute through the European ODR platform: ec.europa.eu/consumers/odr.

​

Article 14 — Applicable law and language

Dutch law applies exclusively to contracts between the trader and the consumer.

These terms are available in Dutch and in English. In the event of any discrepancy, the Dutch text prevails.

​