Return policy

How do I cancel an order?

You are free to cancel your order and get a full refund up until the product has been shipped to your address. Contact our customers service to cancel the order. Is your order already on its way? Then you have to pay the return costs. Check ‘Return costs’ for more information.

I’m not happy with my product, can I return the product?

Just contact our customers service within 14 days of receiving your goods, include your order details along with the reason for return so that our customer advisors can help you. Note: Make sure the product is complete and in original condition and that the product is packed in original packaging.
Due to the nature of the business and fulfillment costs, we do charge return costs for the unwanted returns. Please check the details for more information in ‘Return costs’.

What are the options to return my product?

1. Returns per regular post: you can return it to us within 14 days of delivery for a full refund. Please follow the following steps:

- Fill in the return form

- Please ensure that the item you’re returning is repackaged completely in original condition and that the product is packed in original packaging

- Attach the shipping label on the package

- Take the package to a PostNL post office

- Keep the Track & Trace code

Would you like to exchange a product, while it isn’t damaged? Exchange of a product is considered to be a new order. Please return your product in 14 days and inform our customers service about your new order.

2. Return the package to a drop off point:

HAY store: Would you like to return a product in one of our stores? No problem, we love to help you at HAY Rotterdam and HAY House Amsterdam. Make sure the product is complete and in original condition and that the product is packed in original packaging. Please don’t forget to bring your invoice to the store. After receiving your return, we will refund you within 14 days. Returns in store will not be payed in cash.

How do I return a product that is too big or too heavy to send as a package?

Please contact our customers service for a suitable solution.

I’ve received a damaged item, what shall I do?

At Hayonlinewinkel.com, we do our best to ensure the quality of all our products. Despite the series of quality checks, occasionally products do arrive with damage. Should your product not arrive in perfect condition, our dedicated Customer Care Team is on hand to resolve the issue and to advise on the best solution, including refund or repair options. In order to help us assess the situation, we ask that you send a photograph of the product fault to our customer service and we can proceed from there.

Return costs

Return costs are for your own account. Did you pay shipping costs because the order was below €20,? In that case we will reimburse you for the shipping costs, and you will only pay the return costs.

Which products I can’t return?

Some products are excluded from the right of withdrawal. This applies to products that are ordered by hayonlinewinkel.com in conformity with your specific requirements (the so-called customised products). For example chairs, armchairs and sofas that are especially upholstered at your request.

Online outlet return policy - pick up at HAY store

If you purchased an outlet item on hayonlinewinkel.com, an employee from our store will contact you to make an appointment to pick it up. Our staff will prepare your order. Can't you make it to the store on that day? Please call the store where you will pick up your item and make a new appointment.
Make sure you bring your order confirmation with you when you pick up your outlet item. Our staff in the shop will ask you to check your product carefully before you take it with you. Are you not satisfied with you purchase? You can return your order immediately. The amount will be refunded to your account. It is not possible to return the product afterwards.

Outlet return policy in store

If you buy an outlet item in the store, you are not allowed to return this product.