Terms and Conditions

 1.  IDENTITy OF THE COMPANY.

We are Fraenck B.V. You can reach us one of the following ways:

  • Call us: +31 26 844 0451
  • Mail us: contact@fraenck.com
  • Visit us in real life : Beekstraat 30, 6811 DW Arnhem, The Netherlands
  • Mail us: Beekstraat 30, 6811 DW Arnhem, The Netherlands
  • Check us on : facebook.com/fraenck
  • Follow us on : instagram.com/fraenck
  • For inspiration : pinterest.com/fraenckofficial

You can reach us by phone Tuesday to Saturday between 10 a.m. and 5:30 p.m.

If you would like to come and visit us, our store is open Tuesday to Saturday between 10 a.m. and 5:30 p.m.

Other information:

Chamber of Commerce No. : 7136191
VAT No. : NL858666637B01

2. Applicability

  • The general terms and conditions describe what we can expect from each other when you make a purchase from us.
  • In case of separate conditions, our general conditions also apply.

3. OUR COLLECTION

All product information on the website is described as clearly as possible to ensure that you know what you are buying. Is there a mistake on our page? We apologise in advance. You can’t derive any rights from these mistakes.

4. THE AGREEMENT

  • We provide a secure website so that you know your data is protected.
  • After placing an order, you will receive a confirmation email.
  • It is always useful to keep your digital confirmation should you have any questions about it at a later date.

5. RIGHT OF WITHDRAWAL

Upon receiving a receipt for your purchase, you have 14 days to make a return. The return shipping fees will be on your own account. We will then send you either a new product or you will receive your payment back within 5 working days. The choice is yours!

6. COOLING OFF PERIOD

During your 14 day deciding period, you can unpack the product and use it as you would in-store. In case you use our product in such a way that it is no longer in original condition, we unfortunately will not be able to allow a return.

7. SHIPPING IN CASE OF A reFUND

When returning an item, the shipping fees will be on your account.

8. FRAENCK’s OBLIGATIONS IN CASE OF WITHDRAWAL

When you return a product back to us within the 14 day period, we take the following actions:

  • We will send a confirmation receipt upon request.
  • We will send you a new product if you like or you will receive your payment back within 5 business days.

9. EXCEPTIONS TO THE RIGHT TO WITHDRAWAL

Unfortunately we will not accept returns on the following products:

  • All Fraenck Custom Products, taste differs, and we will therefore not re-sell your customised design to someone else. It’s yours.

10. PRICE

  • There is no difference in pricing between our store front and our website.
  • All prices are VAT inclusive.
  • Normal shipping within the Netherlands is free of charge. For shipping to Belgium we charge a flat fee of €5. To other countries shipping fees differ. See checkout for the fee.

11. WARRANTY

We are committed to delivering a quality product. All Fraenck items have a warranty of one year. If there is any damage caused by a manufacturing defect in the product, we will make sure it is replaced or repaired. The shipping costs in this case will be on our behalf. Damage due to use such as wear and tear, will not be accepted. We are however always willing to take a look and repair what is possible for a reasonable fee. We always try our best to prevent unnecessary waste.

See https://www.consuwijzer.nl/thema/garantie for your rights as a consumer!

12. DELIVERY AND EXECUTION

  • If you order something from us before 3:00 p.m., we will ship out the item the same day, which is then delivered normally on the next business day (in The Netherlands). Delivery is also takes place on Saturdays in NL.
  • If you have ordered a Fraenck Custom product, different timing applies. In this case, we will need the time to make your custom item. We’ll make sure it’s always send out to you within 5 business days.
  • In the case that a delivery takes longer, or if we cannot deliver something on time, we will let you know as soon as possible. In this situation you may cancel your purchase. If you have already paid in advance, you will receive this amount back as quickly as possible, but no later than 5 business days.
  • If we can no longer deliver an ordered product, you will get your money back in full, or we will offer you an alternative. You can always exchange this replacement product, taking into account our return policies.
  • If a product is damaged or lost before the product is delivered, we take full responsibility.

13. PAYMENT

  • If you paid for your product immediately after your order, we will prepare your purchase immediately upon receiving payment.
  • Did something go wrong with payment or shipping details? Let us know as soon as possible!

14. COMPLAINTS

Do you have a complaint? We always try to help you as best as we can. We have the following procedure:

  • If you have a complaint, please let us know ASAP. Describe your problem, as clear as possible via email, phone call or in person at our store. This way we can help you properly.
  • Within two days you will get a reply from us. We try to act immediately, otherwise we will give you an indication of the amount of time needed to fix the problem.

15. CHANGES

Above are our terms and conditions, if we change them in the future, you will be able to find them here again.

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