Refund policy

Last updated: 23 August 2026

At Decorations by Bram, we create our products with great care. Even so, you may change your mind or a product may not be quite what you expected when it arrives.

In addition to the statutory 14-day right of withdrawal, we therefore voluntarily offer consumers a return option of up to 30 days after receipt.

The statutory rules on withdrawal apply during the first 14 days. From day 15 up to and including day 30, our additional return conditions set out below apply.

1. Statutory right of withdrawal, first 14 days

As a consumer, you generally have the right to withdraw from an online purchase within 14 days after receiving the product, without giving any reason.

The withdrawal period ends 14 days after the day on which you, or a third party designated by you who is not the carrier, receives the product.

Where several products from one order are delivered separately, this period generally starts after the final product has been received.

Notifying us of a withdrawal

Within the withdrawal period, you may inform us unequivocally that you wish to exercise your right of withdrawal.

You can do this, among other methods:

through the online withdrawal function in our webshop;
by email to info@decorationsbybram.nl;
by using the model withdrawal form included in our Terms and Conditions;
by any other clear statement indicating that you wish to withdraw from the agreement.

You do not need to provide a reason for your withdrawal.

After notifying us of your withdrawal, you have a maximum of 14 days to return the product.

2. Examining the product during the withdrawal period

During the statutory withdrawal period, you may inspect and assess the product to the extent necessary to establish its nature and characteristics, comparable to what you would be able to do in a physical shop.

You do not have to return the product unused or in its original packaging in order to validly exercise your statutory right of withdrawal.

However, we strongly recommend returning our fragile creations in their original packaging where this is still available. This packaging is specifically designed to protect the product during transport.

If a product has been used or handled beyond what is necessary to assess it and its value has consequently decreased, we may charge you for this reduction in value.

3. Our additional return service, day 15 up to and including day 30

In addition to the statutory right of withdrawal, we voluntarily offer the option to register a product for return up to and including 30 days after receipt.

For a return first registered after the statutory 14-day withdrawal period has ended, the following conditions apply:

the product is unused;
the product is undamaged;
the product is complete;
the product is in its original packaging;
the product has not been individually customised for you or manufactured according to your specifications;
the return is registered with us no later than the 30th day after receipt.

After registration, the product must be returned within 14 days, unless we provide different return instructions for the relevant product.

This additional return service also applies to discounted products and products purchased during a promotion.

The additional return option from day 15 up to and including day 30 is a voluntary service provided by Decorations by Bram and is separate from your statutory rights.

4. Registering a return

To register a return, please contact us at:

info@decorationsbybram.nl

Please preferably include:

your name;
your order number;
the product you wish to return.

Prior approval from Decorations by Bram is not required for a statutory withdrawal within 14 days.

However, we appreciate it if you contact us before sending the product back. This allows us to register your return correctly and, where necessary, advise you on how to return the product safely.

For extra-large, heavy or fragile products for which Decorations by Bram arranges the return transport, prior contact is required.

5. Return address

Standard returns may be sent to:

Decorations by Bram
Grazenseweg 6A
4856 BB Strijbeek
The Netherlands

The customer is responsible for packaging the returned product carefully.

We recommend using a shipping method that allows the parcel to be tracked and keeping proof of shipment until the return has been fully processed.

6. Return costs

When you return a product because you are exercising your right of withdrawal or using our additional 30-day return service, the direct cost of returning the product is borne by you.

For a standard return, you arrange and pay for the return transport yourself.

This is different where a product has been delivered incorrectly, damaged, defective or otherwise not in conformity with the agreement. In such cases, necessary return costs are not borne by you.

7. Extra-large, heavy or fragile products

Some creations cannot safely or responsibly be returned using a standard parcel service due to their size, weight or fragility.

Where this applies to a product:

we will state this on the relevant product page before purchase;
we will provide a reasonable estimate of the return costs in advance;
Decorations by Bram will arrange the return transport;
the direct return costs in the case of an ordinary withdrawal are borne by the customer.

For these products, always contact us first at info@decorationsbybram.nl.

We will then arrange with you how and when the product will be collected and, where necessary, provide instructions for safely packaging and preparing the product for collection.

Where we arrange the return transport, the transport risk passes to Decorations by Bram once the product has been handed over to the carrier appointed by us. This does not affect any responsibility for damage caused because the product was not packaged in accordance with our reasonable packaging instructions.

8. Damaged, incorrect or defective products

Please inspect your order upon receipt.

If a product arrives damaged, you have received the wrong product, or you believe there is a defect, please contact us as soon as possible at:

info@decorationsbybram.nl

Where possible, please include photographs of:

the product;
the damage or issue;
the internal packaging;
the external packaging;
the shipping label.

This helps us assess the issue quickly and, where necessary, submit a claim to the carrier.

Reporting the issue at a later stage does not affect your statutory guarantee rights.

If a product does not conform to the agreement, we will assess the appropriate statutory remedy. Depending on the circumstances, this may include repair, replacement, a price reduction or a refund.

Necessary return costs in the event of a valid claim concerning a defect or incorrect delivery are not borne by the consumer.

9. Products that cannot be returned

The statutory right of withdrawal may be excluded for products manufactured according to your individual specifications or clearly intended for a specific person, insofar as the statutory exception for customised products applies.

This may include, for example, a creation made at your request in a non-standard size, with a special combination of materials, colour scheme, design or other individual specification.

The fact that we only manufacture a regular product by hand after you place your order does not automatically mean that it is a customised product for which the right of withdrawal is excluded.

Where a product is excluded from the statutory right of withdrawal, this will be clearly stated with the relevant product before the order is placed.

Individually customised products are also excluded from our voluntary 30-day return service, unless we have agreed otherwise with you in advance.

10. Exchanges

We generally process an exchange as a return followed by a new order.

If, for example, you would prefer a different size or version, you can return the original product in accordance with this policy and then place a new order for the product you require.

Please feel free to contact us if you have any questions. As our products are handmade, availability and delivery times may vary between different versions.

11. Refunds under the statutory right of withdrawal

If you withdraw from the entire agreement within the statutory withdrawal period, we will refund:

the purchase price of the returned products;
the cost of our least expensive standard delivery option offered.

If you chose a more expensive delivery method yourself, we are not required to refund the difference between that method and our least expensive standard delivery option.

Where only part of an order is returned, the original delivery costs will not be refunded insofar as permitted by law.

We will make the refund no later than 14 days after receiving your notice of withdrawal.

We may withhold the refund until we have received the product or until you provide evidence that the product has been returned, whichever occurs first.

The refund will be made using the same payment method used for the original purchase, unless we expressly agree otherwise with you.

We do not charge any fees for the refund.

12. Refunds under our additional return service, day 15 up to and including day 30

If you use our voluntary return option after the statutory withdrawal period has ended, we will assess after receipt whether the product meets the conditions set out in Article 3.

If the return meets these conditions, we will refund the purchase price of the returned product using the original payment method.

The original shipping or delivery costs are not refunded under this voluntary return service.

We generally process the refund within 10 working days after the return has been received and inspected.

Depending on the payment method, it may take additional time before the refund appears in your account.

13. Payment with a voucher

Where a purchase has been paid wholly or partly using a Decorations by Bram voucher and qualifies for a refund, the portion paid using the voucher will generally be restored as credit on the voucher.

Any portion paid using another payment method will be refunded through that original payment method.

A voucher will not be used as a substitute for a statutory entitlement to a cash refund for an amount originally paid in money, unless you voluntarily agree to this.

14. Workshops

This Return Policy applies to products.

A workshop booked for a specific date is generally excluded from the statutory right of withdrawal for online purchases because of the statutory exception for leisure services provided on a specific date.

For workshop bookings, cancellations, changes to participant numbers, deposits and no-shows, the provisions of our Terms and Conditions and the information on the relevant workshop page apply.

15. Questions about a return

If you have any questions about a return, refund or product you have received, please contact us: