Returns and refunds

Your statutory rights as an EU Consumer apply in full. The procedure and practical details are below; anything not covered here defaults to Dutch consumer law.

1. 14-day right of withdrawal (Consumers)

As a Consumer you have 14 calendar days from receiving the product to change your mind, without needing a reason. During the cool-off period, handle the product and its packaging with care — unpack only enough to assess whether you want to keep it. A return is accepted if the item is in the same condition you received it: unused, with any tags or inserts, in original packaging. Proof of purchase is required.

Business customers don’t have a statutory right of withdrawal for distance purchases.

2. Exceptions — non-returnable items

Some items cannot be returned:

• Custom or made-to-order pieces (items produced specifically for your order).
• Items that have been used, assembled, or modified beyond what’s needed to inspect them.
• Items that have been personalised (engraving, custom finish, bespoke dimensions).

If you’re unsure whether a specific item qualifies, ask before ordering.

3. How to start a return

Email info@perpetuaforma.com with your order number and which items you want to return — a few sentences is fine, or use the standard withdrawal form below if you prefer a formal notice. We’ll confirm whether the return is accepted and send you instructions for packaging and where to ship it. Please wait for our reply before sending anything back — packages that arrive without a prior return agreement can’t be processed.

Once we’ve confirmed the return, ship the item back within 14 days. We accept later shipments if you let us know, but the 14-day window is the EU statutory rule (Art. 6:230s Dutch Civil Code).

4. Damaged, defective, or wrong items

Inspect your order on delivery and email us within 7 days if anything is damaged, defective, or wasn’t what you ordered. Include photos and your order number. We’ll replace, repair, or refund depending on the case. See the shipping policy for timelines.

5. Material character — what isn’t a defect

Several pieces in the PF Collection are made from raw aluminium or similarly unfinished materials. Small extrusion lines, fine scratches, and natural surface variation are part of the material and the production process — they’re not defects and don’t qualify for a refund. We describe this openly on the relevant product pages so you know what you’re getting.

6. Exchanges

The fastest way to get a different product is to return the original (subject to the rules above) and place a new order once the return is accepted.

7. Refunds

Once we receive and inspect the return, we’ll email you with the outcome. Approved refunds are issued to the original payment method within 7 business days of approval, and in any case no later than 14 days from the day you notified us of the withdrawal — the maximum allowed under EU Directive 2011/83/EU. Your bank or card issuer may take a few additional days to post the credit to your statement.

8. Return shipping costs

Unless the item was damaged or sent in error, you’re responsible for return shipping. Shipping costs on the original order are non-refundable. Because our products are often furniture rather than small parcels, please expect return shipping to cost noticeably more than standard letter rates — ask us for an estimate before shipping if you’d like to know in advance.

9. Issues pre-orders

Pre-orders for printed Issues work differently: you reserve a copy with no payment taken, and we email you with the final invoice once the books arrive from the printer. You can cancel the reservation at any point before paying that invoice, with no charge. After payment, the normal 14-day cool-off applies.

10. Questions

Email info@perpetuaforma.com with anything that’s not covered here and we’ll help.

Standard withdrawal form (EU template)

You don’t have to use this exact form — a plain email is fine. It’s here because it’s the template recommended by Annex I(B) of EU Directive 2011/83/EU. Copy the block below into an email to info@perpetuaforma.com, fill in the bracketed parts, and send.

To: Perpetua Forma, Binckhorstlaan 36, Unit M3 12,
2516 BE The Hague, The Netherlands
Email: info@perpetuaforma.com

I/We [*] hereby give notice that I/We [*] withdraw from my/our [*]
contract of sale of the following goods [*] / for the supply of
the following service [*]:

  [describe the goods or service]

Ordered on [*] / received on [*]:

  [date]

Order number:

  [order number]

Name of consumer(s):

  [your name]

Address of consumer(s):

  [your address]

Signature of consumer(s) (only if this form is notified on paper):

  [signature]

Date:

  [date]

[*] Delete as appropriate.