Cancellation, Returns and Right of Withdrawal

  1. If the other party terminates a contract with MALU BV in whole or in part, they are required to reimburse MALU BV for all reasonable costs incurred in relation to the execution of the agreement. This obligation is in addition to MALU BV’s right to claim compensation for any direct and/or indirect damages resulting from the termination.

  2. Agreements concerning personalised products and/or custom-made items cannot be cancelled once MALU BV has commenced or authorised execution. In such cases, the other party is required to fulfil all obligations and adhere to the contractual terms, unless MALU BV expressly provides written consent to the contrary.

  3. If the other party cancels a contract within two weeks prior to the scheduled delivery date, they will owe the full invoice amount. This does not affect MALU BV’s right to seek compensation for any direct and/or indirect losses incurred as a result.

  4. Returns are only permitted with the prior written consent of MALU BV, under the following non-negotiable conditions:

  5. Goods that have been damaged and/or used by the customer;

  6. Certain items, including heating elements and tubs, cannot be returned for hygienic reasons unless otherwise stated by MALU BV;

  7. Goods packaged differently than in their original, undamaged packaging or not marked by the customer;

  8. Items returned outside the required time frame but within 8 days of delivery;

  9. Goods supplied under special conditions and/or promotional pricing;

  10. Personalised or custom-made goods created according to the specifications, measurements, or requirements of the customer;

  11. Items that by their nature cannot be returned. When requesting a return, the customer must explicitly confirm that none of the above conditions apply. The items referred to in Article 4 cannot be returned unless MALU BV grants written exception at its sole discretion. The condition of the returned goods upon arrival at the address specified by MALU BV determines acceptance. MALU BV also decides whether the return will result in a credit or an exchange for similar goods.

  12. The shipping costs and risks of the return are borne by the customer, including in the cases referred to in paragraph 6.

  13. Notwithstanding the provisions of Article 11 of these terms and conditions, the customer, if a consumer, has the right to withdraw within fourteen (14) days of receiving the goods without providing a reason. For services, this period begins on the day the contract is concluded.

  14. If a consumer exercises the right of withdrawal and has made a payment, MALU BV will refund the amount as soon as possible and no later than fourteen (14) days after withdrawal, subject to the return of the item or sufficient proof of its full return.