Refund policy
We offer a 30-day return period and preserve all mandatory withdrawal and conformity rights available to consumers in the Netherlands and European Union.
Starting a return
Contact customer service at shiver@shivellehome.com within 30 calendar days beginning on the day after you or a person designated by you receives the final item in the order.
Contacting customer service within the return period is sufficient to start the return. Include your name, order number, the relevant product and the email address used for the order. You do not need to give a reason for a standard return.
We will provide the return instructions, prepaid return label and authorized return address in the Netherlands. Please use the supplied return method so the parcel can be identified and tracked correctly.
Time to send the product back
After notifying us that you wish to withdraw or return the product, send it back within 14 calendar days using the supplied return instructions.
Return condition
Handle the product only as reasonably necessary to establish its nature, characteristics and functioning.
Return the product with all included parts, instructions and accessories.
Use suitable protective packaging. Original packaging is recommended but is not required.
A customer may be responsible for diminished value caused by handling beyond what is reasonably necessary.
Return shipping and fees
We pay the return shipping cost for approved returns and exchanges within the Netherlands, including change-of-mind returns and returns involving damaged, defective or incorrect products. A prepaid return label is provided.
We do not charge a restocking fee or return-handling fee.
Refunds
Refunds are issued to the original payment method. We refund the amount due, including the cost of the least expensive standard delivery option originally offered, within 14 days after receiving the withdrawal notice. We may withhold reimbursement until the returned goods are received or evidence of return is provided, whichever occurs first.
After the returned product is received and checked, we normally complete our refund processing within 5 business days. The customer's bank may require an additional 3-10 business days to display the refund.
Damaged, defective or incorrect products
Contact shiver@shivellehome.com with the order number, a description of the issue and, where helpful, clear photographs. We will provide an appropriate repair, replacement, price reduction or refund without limiting statutory conformity and guarantee rights.
Exchanges
Exchanges are available subject to stock. We pay the approved return and replacement shipping costs within the Netherlands. Any price difference will be confirmed before the exchange is completed.
Exceptions
The statutory right of withdrawal may not apply to products made to the customer's specifications or clearly personalized products, sealed products unsuitable for return for health-protection or hygiene reasons after unsealing, and other exceptions recognized by law. Any applicable exception will be clearly disclosed before purchase.
Model withdrawal statement
To withdraw from the purchase, send the following statement to shiver@shivellehome.com: I hereby give notice that I withdraw from my contract for the sale of the following goods. Include the order number, goods, order date, delivery date, customer name, customer address and date of notice.