Refund policy
Overview
At The Dutch Tile Project, most of our products are made to order, crafted specifically for you after your purchase. Because of this, our return conditions differ depending on the type of product you ordered. Please read the relevant section below.
Personalised and made-to-order products
Products that are made to your specifications cannot be returned or exchanged. This includes:
- Personalised tiles (birth tiles, custom text or designs)
- Delftify tiles (created from your uploaded photo)
- Corporate and B2B custom orders
Because these products are made exclusively for you, they are exempt from the standard EU right of withdrawal under Article 16(c) of the Consumer Rights Directive.
If your personalised product arrives damaged, defective, or incorrect, please see the "Damages and issues" section below.
Standard (non-personalised) products
Standard products, such as tile holders, hangers, and DIY kits, can be returned within 30 days of receiving your order.
To be eligible for a return, your item must be unused, in its original condition, and in its original packaging. You will also need your receipt or proof of purchase.
To start a return, visit our contact page and include your order number (starting with SF). Once your return is accepted, we will send you the return instructions. Please note that return shipping costs are at your own expense. Items sent back without prior approval will not be accepted.
Delftify
Delftify tiles are generated from a photo you upload and are produced specifically for you. As a made-to-order personalised product, Delftify tiles cannot be returned or exchanged.
If you are unhappy with the result due to a technical error on our end, please reach out via our contact page and include your order number (starting with SF). We will find a suitable solution.
Damages and issues
Please inspect your order upon receipt. If your item is defective, damaged, or incorrect, contact us immediately via our contact page. Please include your order number (starting with SF) so we can assess the situation and make it right as quickly as possible.
B2B and corporate orders
Custom corporate orders are produced entirely to your specifications and cannot be returned or exchanged. If your order arrives damaged or incorrect, please contact us within 5 business days of receipt via our contact page and include your order number (starting with SF).
Cancellations of B2B orders must be requested before production begins. Once production has started, cancellations are no longer possible.
European Union right of withdrawal (14 days)
For standard non-personalizsd products shipped within the European Union, you have the right to cancel or return your order within 14 days of receipt, without providing a reason.
To exercise this right, your item must be unused, in its original condition, and in its original packaging. You will need your receipt or proof of purchase. Return shipping costs are at your own expense.
Please note: personalised and made-to-order products are explicitly excluded from this right, in accordance with EU consumer law.
Refunds
Once we have received and inspected your return, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the payment.
If more than 15 business days have passed since your return was approved, please contact us via our contact page and include your order number (starting with SF).
Dispute resolution
If you have a complaint that we are unable to resolve together, you can submit it via the European Commission's Online Dispute Resolution platform: https://ec.europa.eu/odr.
Our email address for ODR purposes: info@thedutchtileproject.com.
For any questions about returns or your order, visit our contact page. Please always include your order number (starting with SF) so we can help you as quickly as possible.