Palais is a label of House of Moxie B.V.
House of Moxie B.V. is registered with the Chamber of Commerce in Utrecht with number: 70104956

VAT number: NL858143379B01
Contact: customerservice@palais.com

Article 1. | General

1.1 The General Terms and Conditions of Palais apply to all products, orders, offers, agreements and deliveries of Palais. When you order an item, you agree to these terms. So read it carefully before placing an order. If you have any questions about these terms, please contact Palais at customerservice@palais.com.

1.2 These terms and conditions are governed by and interpreted in accordance with the laws of The Netherlands.

Article 2. | Agreement and Order

2.1 An agreement between you and Palais is binding once you place an order and it has been confirmed by Palais. Palais will process the order after payment is received. Until full payment is made, Palais retains ownership of the products.

2.2 Once your order has been processed, you will receive an order confirmation email that the order has been confirmed, along with with the details of your order.

2.3 All images and product specifications displayed on the website are indicative. Since all products are handmade, slight variations may occur. If a product does not meet your expectations, you may return it in accordance with Article 6. However, such variations are not grounds for filing a claim.

Article 3. | Payment and Payment Methods

3.1 At Palais you can choose from four secure payment methods: iDeal, Klarna, Paypal and Credit Card.

3.2 If Palais has mistakenly listed an incorrect price on the website and it is clearly an error, we reserve the right to correct it, even after you have placed an order for the item.

3.3 All product prices on www.palais.com are inclusive of VAT but exclusive of shipping costs. Shipping costs will be calculated and displayed during checkout. Detailed shipping rates can also be found on the shipping costs page.

3.4 Credit card details, such as the card number and expiration date, are securely and automatically transferred to the payment processor through an encrypted system. Neither Palais nor any third parties have access to this information. Even in the case of a refund, full credit card details remain inaccessible. Payments made with Visa or Mastercard benefit from additional protection through special verification methods such as Verified by Visa or Mastercard SecureCode.

Article 4. | Delivery

4.1 Palais ships orders using DHL and PostNL. For international shipments, the package may be handed over to a local courier in the destination country. Palais has no influence on which local courier is selected for the final delivery.

4.2 Palais does not take responsibility for any additional costs incurred during the shipping process, including but not limited to customs duties, import taxes, or handling fees charged by local authorities or couriers in the destination country. These costs are the sole responsibility of the customer.

4.3 Customers cannot select a delivery option directly through Palais. Once you receive the tracking link, you may set delivery preferences through the courier’s platform. However, Palais is not responsible for any changes made to the delivery preferences via the courier's system.

4.4 If you were unavailable at the time of delivery or failed to pick up the package from a designated collection point, and the package is returned to Palais, additional shipping costs for resending the package will be charged to you. If you refuse to pay these additional costs or any customs duties, the order will be considered cancelled, and a refund will be initiated, deducting any shipping and handling fees incurred by Palais.

4.5 Palais will ship your order based on the delivery timeframe specified on the product page. For some products, this may involve a longer lead time as they are made to order. If an unexpected delay occurs due to production issues or other circumstances under Palais' control, we will notify you promptly. However, Palais is not responsible for delays caused by the courier and will not send updates regarding such delays.

Please note that the delivery times mentioned on the product page are estimated and not guaranteed. If a product is not delivered within the estimated timeframe, this does not constitute grounds for a claim. However, Palais will make every reasonable effort to ensure that your order is delivered on time.

4.6 Palais is responsible for the order until it has been delivered to the address provided by the customer. Once delivery is completed, all responsibility for the item transfers to the customer, except in cases outlined in Article 4.4.

Article 5. | Review period

5.1 At Palais, customer satisfaction is our priority. We recommend that you inspect the quality and quantity of the products upon receipt and notify us within 30 days if there are any issues. If you notice a defect, discrepancy, or wish to return a product, please visit our returns page and complete the appropriate form for returns, complaints, or defects. This ensures your request is processed efficiently.

Article 6. | Returns & Exchanges

6.1 We hope you are happy with your purchase. If not, you have 30 days from the date you received your order to return the product.

6.2 The right of withdrawal does not apply to products manufactured according to the consumer's specifications, which are not prefabricated and are made based on an individual choice or decision by the consumer. Examples include made-to-order items such as custom sofa cushions. If a product is custom made, this is clearly stated on the product page.

6.3 To initiate a return, please follow the instructions on our online return form, available on the returns page.

6.4 The cost of return shipping is at your expense. For returns outside the Benelux, you are responsible for arranging a return label. You are responsible for properly packing the return. Palais cannot accept responsibility for packages without track & trace information.

Within the Benelux, we will provide a return label at a cost of €3.95, which will be deducted from your refund. However, this policy does not apply to headboards, for which the standard return cost is €50.

6.5 Returned items that are used, damaged, or incomplete may be refused at the discretion of Palais.

6.6 Refunds will be processed within 14 days of receipt and inspection of the returned items.

6.7 Palais can only issue refunds to the account used for the original payment.

Article 7. | Guarantee

7.1 After the review period of 30 days (Article 5.1), Palais provides a two-month guarantee on the quality of the product. If you are not satisfied with the quality of the product within this period, please contact us at customerservice@palais.com.

7.2 Palais will assess the situation and propose an appropriate solution. Palais reserves the right to decide which of the following options to implement:

  • Repair
  • Replacement
  • Refund

7.3 In the case of a refund, the amount (including shipping costs) will be processed within 14 days of receipt and verification of the returned item.

7.4 If the product is repaired or replaced, the process may take up to 5 days or as specified on the product page.

7.5 The guarantee does not apply in the following cases:

  • Defects caused by improper use.
  • Alterations or attempted repairs made by you or a third party.
  • Use of the product in a manner for which it was not intended.

Article 8. | Copyright

8.1 All photos and images used by Palais are copyrighted. Photographs and images may not be reproduced, distributed, or used publicly without the written permission of Palais.

8.2 If you wish to request access to or use of any photographs or images, please contact us at customerservice@palais.com.

Article 9. | Disputes

9.1 All legal relationships and disputes arising from or related to these Terms and Conditions are exclusively governed by Dutch law.

9.2 If you have a comment, tip, or feedback, please feel free to contact us at customerservice@palais.com. We appreciate your input and strive to continuously improve our service.

9.3 These Terms and Conditions were last updated on 02-08-2024.