Return policy

RETURNS AND EXCHANGES
You have a cooling-off period of 14 days to return the product without giving any reason, starting on the day of receipt of the product. The product can only be returned unused and, if possible, in its original packaging. The return costs for returning the order are at your expense.

The entrepreneur will reimburse all payments made by the consumer, including any delivery costs charged by the entrepreneur for the returned product, without delay but within 14 days following the day on which the consumer reports the withdrawal. Unless the entrepreneur offers to collect the product himself, he may wait with reimbursement until he has received the product or until the consumer demonstrates that he has returned the product, whichever is earlier. The entrepreneur uses the same payment method that the consumer used for reimbursement, unless the consumer agrees to a different method. The reimbursement is free of charge for the consumer.

*You may try out an item, if reasonably necessary, as long as it does not show any signs of use.

RETURN CONDITIONS
In order for the product to be eligible for return, it must meet the following conditions:

The item must be undamaged.
The packaging must be in the most original condition possible.
Do not write texts and do not stick stickers or tape on the packaging if possible.
If necessary, pack the return items in an extra outer box to prevent transport damage.
Only if your return shipment meets these conditions, we can guarantee that you will get your money back within 14 days of receiving the package.

RETURNS BY POST
Exchanges and returns for consumers can be made by returning the product together with the invoice (or other proof of purchase) and a fully completed return form to Dreamvanz by post. Have the package stamped at a TNT Post Office or DHL Service Point. We recommend insured shipping.

Problems with the shipment, at or by the transport company are at your own expense. Therefore, always keep your proof of shipment.

Please note! Pack the items carefully to prevent transport damage.

Do you want to exchange an item for another item? You can return your order within the cooling-off period. Then place a new order in the webshop.

LEGAL GUARANTEE
When you buy a Dreamvanz product, you are always entitled to a good product, provided you use the product normally. If a product does not meet your requirements, he will fully comply with the guarantee provisions of the Civil Code. To do so, you must contact the person where you purchased the product within two months of discovering the defect. After your notification, he will investigate whether the defect can be easily repaired or whether he can replace the product and/or the defective parts. If this is not possible in whole or in part, in the short term (within 21 calendar days), he offers you the option to cancel the agreement. You will then receive (part of) the purchase price from Dreamvanz back.

STEP-BY-STEP PLAN GUARANTEE
If an item is defective within the guarantee period, we request that you follow the following step-by-step plan. This way we can process your warranty claim as smoothly as possible.

Report to Dreamvanz that you have an item that does not function properly/cannot function properly.
Discuss with Dreamvanz whether you should return the item or whether it is best to come by.

If you are not satisfied with the handling of your warranty case, you can contact our central customer service at: klachtenservice@dreamvanz.nl

COMPLAINTS PROCEDURE
It is of course annoying if you have a complaint about the service as you have experienced it.
However, we kindly request that you pass on your complaint to the customer contact department by e-mail.
This can be done by e-mail, regular mail and/or by telephone.

Our employees of the customer contact department will review the complaint
and try to resolve the complaint to everyone’s satisfaction.

You can report a complaint about a product or service in two ways:

IN WRITING:
a complaint can be reported by post to the following address

Dreamvanz
Bandijkweg 46
2676LJ Maasdijk

or

klantenservice@dreamvanz.nl

Dreamvanz
KvK number:
VAT identification number:

ORAL:
a complaint can be reported orally via telephone number +31 (0)653899914

After receiving your complaint, you will receive a confirmation from us.
We will answer your complaint within 14 days of receipt, if it needs more time, we will inform you of this.