RETURN, REFUND AND EXCHANGE
RETURN AND REFUND POLICY
If you are not satisfied with your purchase for any reason, please get in touch with us at info@thedutchhospital.com. We will provide further instructions on where to ship returns and the amount you will be refunded.
We will accept returns of unused, unopened, unworn, unwashed, or defective merchandise within 14 days of delivery confirmation. Unfortunately, if 14 days have passed since your purchase, we can’t offer you a refund or exchange.
Please note that the following items are not eligible for returns: personalised and custom-made-to-order items, including wooden letters, personalised prints, wooden blocks, and custom commission works. Additionally, fabric and other made-to-order products are also non-returnable.
Additional non-returnable items (if applicable);
- Gift cards, downloadable products, and Items that are returned to the sender because the customer unclaimed the item
- In certain situations, only partial refunds /non-refunds are granted (if applicable).
- Items with obvious signs of use
- Any item not in its original condition is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery.
- Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.
Online returns cannot be accepted in any TDH retail stores. However, full-price web orders may be exchanged (for the same item) at TDH Luxury Lifestyle stores with proof of online purchase within 30 days of purchase.
EXCHANGE
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at info@thedutchhospital.com. Unfortunately, we are currently unable to offer exchanges for international orders.
GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item was not marked as a gift when purchased, or if the gift giver had the order shipped to themselves to give to you later, we can only provide you with store credit. Once the item being returned as a gift is received, a store credit note will be emailed to you.
For more information on gift orders, please contact us at info@thedutchhospital.com for specific instructions on exchanging gift items.
RETURN SHIPPING COST
You will be responsible for the shipping costs to return your item. Return shipping costs are non-refundable. We'll also pay the return shipping costs if the return results from our error (you received an incorrect or defective item, etc.).
However, if your refund is accepted, you will receive the original shipping cost you paid with your order.
If shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Refund amounts for returned items will be credited to you in the same currency and at the same exchange rate as your original order.
You should expect to receive your refund within 1 - 2 weeks of giving your package to the return shipper; however, you will receive a refund more quickly in many cases. This period includes the transit time for us to receive your return from the shipper (5 -10 business days), the time it takes us to process your return once we receive it (3 - 5 business days), and the time it takes your bank to process our refund request (5 - 10 business days).
If you need to return an item, log in to your account, view the order using the 'Complete Orders' link under the My Account menu, and click the Return Item(s) button. Once we've received and processed the returned item, we'll notify you via e-mail of your refund.
