1. Right of Withdrawal
If you are a consumer in the European Union, you have the right to withdraw from your online purchase
within 14 days after receiving your order, without giving a reason.
To exercise your right of withdrawal, you must contact us within 14 days after receiving your order.
Email: info@pindoo.nl
Please include:
- Your order number
- Your name and contact email
- The item(s) you wish to return
- A clear statement that you wish to withdraw from the purchase
After notifying us, you must send the item(s) back within 14 days.
2. Please Check Before Opening Individual Bead Bags
Our kits contain small parts and individually packed components. Before opening individual bead bags or
using the product, please check that:
- You received the correct item
- The kit is complete
- The colours and design match your order
- There is no visible shipping damage
- You are satisfied with the product before starting the project
Opening the outer shipping box or outer product packaging does not automatically prevent a return.
However, opening individual bead bags, mixing beads, using tools, damaging pattern sheets, melting or
ironing beads, or returning an incomplete kit may reduce or remove the refundable value of the product.
3. Return Condition
Returned products must be:
- Unused
- Complete
- Clean and undamaged
- Returned with all original parts, bead bags, tools, pattern sheets, labels, and accessories
- Returned in the original packaging where reasonably possible
You may inspect the product as you would normally do in a physical shop. However, if the product has
been handled more than necessary to check its nature, characteristics, and function, we may deduct the
loss in value from your refund.
This is especially important for bead kits and craft supplies. A deduction may apply if:
- Individual bead bags have been opened
- Beads have been mixed
- Beads or parts are missing
- Beads have been used, melted, or ironed
- Tools show signs of use
- Pattern sheets, instructions, labels, or packaging are damaged or missing
- The product can no longer be resold as a complete kit
In some cases, where the returned product is used, mixed, incomplete, damaged, or unsuitable for resale,
the deduction may equal the full product price.
4. Non-Returnable Items
The following items cannot be returned under the standard right of withdrawal:
- Custom or personalised bead kits
- Custom pattern sheets or custom designs
- Made-to-order products
- Digital products or downloadable pattern files after access or download has started, where applicable
- Gift cards
- Products that have been used, mixed, melted, ironed, damaged, or returned incomplete
-
Products that cannot be resold because essential parts, bead bags, tools, labels, pattern sheets, or
packaging are missing
This does not affect your statutory rights if an item is defective, damaged, incomplete, or incorrectly supplied.
5. Return Shipping Costs
For standard returns under the right of withdrawal, the customer is responsible for the cost of return shipping.
Please use a secure shipping method and keep your proof of postage until the return has been processed.
We are not responsible for returned parcels that are lost or damaged during return shipping.
If the return is due to our mistake, such as a wrong item, missing item, or defective product, we will
provide a suitable solution and cover reasonable return or replacement shipping costs where required.
6. Damaged, Incorrect, or Missing Items
Please inspect your order as soon as it arrives. If your item is damaged, incorrect, incomplete, or if
you received the wrong product, contact us as soon as possible.
Email: info@pindoo.nl
Please include:
- Your order number
- A description of the issue
- Clear photos of the product, packaging, and shipping box where relevant
Depending on the situation, we may offer one or more of the following solutions:
- Send the missing part
- Replace the damaged or incorrect item
- Offer a partial refund
- Offer a full refund where appropriate
Contacting us quickly helps us resolve the issue faster, but this does not affect your statutory
consumer rights.
7. Refunds
Once we receive your return, we will inspect the item(s) and notify you about the refund.
If your return is approved, we will refund the eligible amount to your original payment method.
We will refund the product price and, where required, the standard delivery cost paid for the original
order. If you selected a more expensive shipping option than our standard delivery method, the additional
shipping cost may not be refunded.
If you return only part of your order, the original delivery cost may not be refunded.
We may wait to issue the refund until we have received the returned item(s) or until you have provided
proof that the item(s) have been sent back.
Please note that your bank or payment provider may need additional time to process the refund.
8. Exchanges
We do not currently offer direct exchanges.
If you would like a different product, colour, or kit, the fastest option is to return the eligible item
according to this policy and place a new order for the product you want.
9. Order Cancellations
If you want to cancel an order before it has been shipped, please contact us as soon as possible at:
info@pindoo.nl
If the order has already been shipped, we may not be able to stop the delivery. You may still use your
right of withdrawal after receiving the order, unless an exception applies.
Custom, personalised, or made-to-order products may not be cancellable once production, preparation, or
customisation has started.
10. How to Start a Return
To start a return, email us at:
info@pindoo.nl
Please include your order number and the item(s) you would like to return.
Items sent back without contacting us first may take longer to process.
11. Important Note for Bead Kits
Pindoo Create kits are creative craft products with many small components. Please do not start using the
product if you are unsure whether you want to keep it.
Before opening individual bead bags, mixing beads, using tools, or starting the project, please check
that the kit is correct and complete.
Once beads are opened, mixed, used, melted, ironed, or returned incomplete, the product may lose resale
value. This may reduce the refund amount, and in some cases no refund may be due for the affected product.
12. Questions
If you have any questions about returns, refunds, damaged items, missing parts, colour selection, or
product compatibility, please contact us before opening or using the product.
Email: info@pindoo.nl
