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Statutory Right of Withdrawal (Consumers)
If you are a consumer and you have purchased at a distance (e.g. online), you have a legal right to withdraw from the contract within 14 days without giving a reason. The period runs from the day after the contract is concluded or, for goods, from the day after you receive the product. To withdraw, inform us by a clear statement (e.g. email or post) before the period ends. If you withdraw, we will refund all payments received from you, including standard delivery costs, without undue delay and in any event within 14 days of the day we are informed of your decision. We will use the same means of payment as you used unless you agree otherwise. This statutory right does not apply to: customised or made-to-order goods; gift vouchers; or services fully performed with your prior consent to start before the withdrawal period ended. For our workshop and custom-order terms below, we comply with Dutch and EU consumer law (including Burgerlijk Wetboek Book 7 and the Consumer Rights Directive).
Workshop Cancellations
We understand that plans change. Our workshop cancellation policy is designed to be fair while allowing us to manage our limited capacity effectively:
- Cancellations more than 7 days before: Full refund issued
- Cancellations 3-7 days before: Credit issued for a future workshop
- Cancellations less than 3 days before: No refund, but rescheduling may be possible
- No-show without notice: Payment is forfeited
Rescheduling Workshops
We offer flexibility for rescheduling your workshop booking:
- Rescheduling requests made 24+ hours in advance: Accommodated at no extra cost
- Rescheduling requests made less than 24 hours in advance: Subject to availability and may incur a small administrative fee
- Workshop credits are valid for 12 months from the original booking date
Gift Vouchers
Gift vouchers purchased from Trixelaryzjrax are:
- Non-refundable once purchased
- Transferable to another person
- Valid for 12 months from the date of purchase
- Redeemable against any workshop or custom order
Custom Candle Orders
Due to the bespoke nature of custom candle orders:
- Deposits for custom orders are non-refundable once production begins
- Cancellations before production starts: Full deposit refund minus a 10% administration fee
- Completed orders cannot be returned unless there is a manufacturing defect
Defective Products
If you receive a custom order with a manufacturing defect:
- Contact us within 7 days of delivery with photos of the issue
- We will assess the defect and offer a replacement or refund
- Refunds will be processed to the original payment method within 14 business days
Workshop Cancellation by Us
In the rare event that we need to cancel a workshop:
- You will be notified as soon as possible
- You will receive a full refund or the option to reschedule
- We are not liable for any incidental costs such as travel expenses
Refund Processing
When a refund is approved:
- We will refund you without undue delay and in any event within 14 days of our acceptance of your withdrawal or refund request, as required by Dutch and EU consumer law where applicable
- Refunds are returned to the original payment method unless you agree otherwise
- Bank processing times may add a few additional business days after we have sent the refund
How to Request a Refund
To request a refund or cancellation, please contact us with your booking details:
Trixelaryzjrax
Tussen de Bogen 51, 1013 JB Amsterdam, Netherlands
Email: mailuse@trixelaryzjrax.world
Phone: +31 6 55621353
Exceptions
We may make exceptions to this policy in extraordinary circumstances. Please contact us directly to discuss your situation. We value our guests and aim to find fair solutions whenever possible.