Dune & Moss. Returns & Cancellations Policy

This policy applies to all orders placed with Dune & Moss (VEDETTEN NV, Markgravelei 117, Box 401, 2018 Antwerp, Belgium, BE 0650.802.890). It is split into two sections, depending on whether you are ordering as a business or as a private individual. If you are unsure which section applies to you, contact us at hello@duneandmoss.com.

Part A — Business and Professional Customers

This section applies if you are purchasing as a company, professional, or for business/commercial purposes. It operates alongside our General Terms and Conditions of Sale, which remain the governing document for B2B orders.

Cancellation. Once an order has been confirmed in writing, it cannot be cancelled free of charge. If you cancel a confirmed order, a fixed compensation of 50% of the order amount applies, as set out in Article 4 of our General Terms and Conditions.

Returns. Because most B2B orders are produced specifically for the buyer, goods cannot be returned simply because of a change of mind once production has started. This applies regardless of whether the item is a stocked model finished to your specifications or a fully custom piece.

Defects. If a delivered item is defective, our standard 5-year warranty applies (Article 9 of the General Terms and Conditions). Visible defects must be reported in writing within 8 days of delivery, and hidden defects within 8 days of discovery, in line with Article 13. Where a defect is confirmed, Dune & Moss will repair or replace the item at its own discretion, free of charge.

Part B — Private Customers (Consumers)

This section applies if you are purchasing as a private individual, for personal, non-business use, under Belgian and EU consumer protection law.

Whether a right of withdrawal applies depends on the product. Dune & Moss offers both standard, ready-made pieces and made-to-order or personalized pieces. Under EU consumer law, the 14-day right of withdrawal does not apply to goods made to your specifications or clearly personalized for you, once production has started. It does apply to standard, ready-made items purchased without customization.

Each product page and order confirmation will clearly state whether an item is "Standard" or "Made to Order," so you know which rules apply before you complete your purchase.

For standard, ready-made items. You have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason. To exercise this right, notify us at hello@duneandmoss.com within this period, stating your order number and your decision to withdraw. The item must be returned unused, in its original condition and packaging where possible. Return shipping costs are borne by you, unless the item arrived damaged or incorrect. Once we receive the returned item, or proof that it has been shipped back, we will issue a refund within 14 days, using the same payment method you used for the original purchase. We may deduct an amount corresponding to any loss in value resulting from handling beyond what is necessary to establish the nature and condition of the item.

For made-to-order or personalized items. Once production has started, the statutory right of withdrawal does not apply, because the goods are made to your specifications. This will be clearly flagged at the time of order, and your confirmation of the order constitutes acknowledgment of this exception.

Defective items. Regardless of whether your item is standard or made-to-order, you are entitled to the statutory legal guarantee for consumer goods under Belgian law, and additionally benefit from our voluntary 5-year warranty against material and manufacturing defects, whichever offers you the better protection. If your item arrives damaged, faulty, or not as described, contact us at hello@duneandmoss.com and we will arrange a repair, replacement, or refund.

How to request a return or report a problem. Email hello@duneandmoss.com with your order number, a description of the issue or your decision to withdraw, and, where relevant, photos of the item. We will confirm next steps within a reasonable time.

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