Refund and Withdrawal Policy

We make many furniture pieces by hand and adapt them to the customer’s chosen dimensions, colour, finish or other requirements.

A product that is made to the customer’s individual specifications or clearly personalised is not covered by the statutory 14-day right of withdrawal under Spanish consumer law.

This exception depends on the actual order. A standard design is not automatically excluded simply because it is handmade or produced after an order is received.

Before you commit, we will tell you in writing if your agreed specifications make the withdrawal exception apply. If a standard, non-personalised item is covered by the right, the process below applies.

The withdrawal exception never removes your legal rights for goods that are faulty, damaged or do not conform to the agreed order.

If you are a consumer and the withdrawal right applies, you may withdraw from the contract within 14 calendar days after you or a person you nominate (other than the carrier) receives the goods. You do not need to give a reason.

Tell us before the 14-day period ends by emailing info@ohanastone.nl. Include your name, order number and a clear statement that you wish to withdraw. You may use the model form at the end, but it is optional.

We will acknowledge receipt on a durable medium.

After notifying us, send the goods back without undue delay and no later than 14 calendar days after your notice. Return the item in suitable protective packaging.

You may handle and inspect it only as you would in a shop. You may be responsible for any diminished value caused by handling beyond what is necessary to establish the item’s nature, characteristics and functioning.

You pay the direct cost of returning an eligible item if we informed you of this before purchase. Furniture may require specialist collection; we will provide an estimate or other required information about that cost before you place the order. If the law requires us to bear the cost, we will do so.

We will refund payments received, including the cost of our least expensive standard delivery option, within 14 calendar days after we are informed of your withdrawal.

We may withhold the refund until we receive the goods or you provide evidence that you sent them back, whichever happens first.

If you chose a more expensive delivery option than the standard option, the additional cost is not refundable.

If your order is individually specified or clearly personalised and the statutory withdrawal right does not apply, contact us promptly if you want to cancel.

If production has not started, we will review the request and refund any amount not needed to cover reasonable costs already incurred.

If work has started, we may retain only reasonable, evidenced costs for work performed and materials or services committed for your order, subject to applicable law. We will explain the calculation and refund any remaining balance.

An amount paid in advance is not automatically forfeited.

Once a bespoke product has been completed, an inability to use it or a change of mind does not by itself create a right to a refund; this does not affect remedies for a lack of conformity.

If your item arrives damaged, is incorrect or does not conform to the contract, contact info@ohanastone.nl as soon as reasonably possible with your order number, a description and photographs where useful.

We will assess the issue and arrange the remedy required by consumer law. Where a return or collection is needed because the product is faulty or non-conforming, we will cover the necessary costs.

For new consumer goods, Spanish law generally provides a three-year period from delivery in which a lack of conformity may become apparent. Depending on the circumstances and legal requirements, remedies can include repair or replacement and, where appropriate, a price reduction or termination of the contract.

These statutory rights apply to custom-made items too.

We do not offer change-of-mind returns for bespoke or personalised goods where the statutory withdrawal exception applies.

Any exchange or return outside a legal right is at our discretion and must be agreed in writing before the item is sent back. Nothing in this policy limits mandatory consumer rights.

Contact: Davey Steenbergen / Studio Ohana Stone, info@ohanastone.nl, +31 6 4882 7571, Carrer de la Pansa 204, 03700, Dénia, Spain.

Model form (use only if the statutory right of withdrawal applies):

To Studio Ohana Stone, info@ohanastone.nl: I hereby give notice that I withdraw from my contract for the sale of the following goods: [description]. Ordered on / received on: [date]. Name: [name]. Address: [address]. Order number: [number]. Date: [date].