Damaged or Defective Items Policy

Our Commitment to Quality We hope you are delighted with your purchase from The Dutch Hospital. However, if your delivery isn’t quite as planned—whether an item is damaged, faulty, or incorrect—we are here to resolve it swiftly with an exchange or a full refund.

Reporting an Issue: To ensure a smooth resolution, please notify us within 3 days of delivery.

  • How to reach us: Email info@thedutchhospital.com or message us via the platform where you placed your order.

  • Evidence: Please include clear photographs of the item and all original packaging.

  • Returns: Once an exchange or refund is agreed upon in writing, items must be returned within 14 days in their original packaging.

Note: Our Damage Policy is distinct from our standard return and cancellation policies. We will cover all postage costs, including return shipping, for verified damaged or faulty goods. 

Personalised & Custom-Made Pieces. If a bespoke, personalised, or made-to-order item arrives damaged or defective, we will gladly replace the affected part of your order. Please note that our standard returns policy does not apply to non-faulty personalised items, and they cannot be returned for a change of mind.

Verification of Claims

To maintain the integrity of our curated collection, all returned items undergo a thorough inspection upon arrival.

  • Authenticity: We can only process refunds for items originally purchased directly from The Dutch Hospital.

  • Condition: We reserve the right to refuse a refund or exchange if an item appears to have been intentionally damaged or altered after delivery.

In such cases, the item will be returned to the sender, and any associated shipping costs will be the responsibility of the customer.

Accidental Damage: We cannot accept responsibility for damage occurring after delivery (e.g., dropping an item while hanging it on a wall, improper assembly, or accidental breakage during handling).

International Damage Claims

We take great care in packaging and shipping all international orders. If your item arrives damaged or broken during transit, we will work with you to resolve the issue fairly.

Reporting an Issue: Please notify us within 3 days of delivery.

How to reach us: Email info@thedutchhospital.com or message us via the platform where you placed your order.

Evidence Required: To help us process your claim with the courier or postal company, please provide clear photographs of:

  • The damaged item
  • All original packaging
  • Shipping labels, internal and external boxes and packaging materials 

Resolution: Once the claim has been reviewed, we may offer a partial or full refund depending on the severity of the damage and whether the item remains usable.

Please note: We do not automatically replace damaged international items. Replacement requests are considered at our discretion and subject to stock availability. In most cases, customers may repurchase the item as a new order if stock is available.

Important: Claims cannot be processed without the requested evidence. We are unable to accept responsibility for damage caused after delivery through improper handling, misuse, or accidental breakage.