Algemene voorwaarden

Sales terms & warranty

General Terms and Conditions of Sale.
Effective date 6 January 2023. Dorelan Nederland BV is affiliated with the Centrale Branchevereniging Wonen (CBW). These general terms and conditions are in addition to the CBW conditions.

Applicability of general terms and conditions of sale.
These terms and conditions apply to all your purchases in one of our Dorelan stores in the Netherlands. The online terms and conditions apply when you make a purchase from us online. If these conditions conflict with the CBW conditions, the CBW conditions take precedence.

Praise.
All prices on our website and in our stores are in EURO including the sales tax due.

Order confirmation.
If you make a purchase from us, you will receive an order confirmation, this is also your purchase agreement. Your unique order number is stated on the order confirmation. If you contact us, always mention this number. The order confirmation also states an expected delivery time. As soon as we become aware that the actual delivery period differs, we will inform you as soon as possible.

Deposit.
When entering into the purchase agreement, we ask for a deposit of 25%. You must pay the remaining amount upon (partial) delivery of the order. Up to 2 working days before the delivery appointment you can transfer the amount to us. In some cases, we will also send you a payment link, which you can easily use. You can transfer the amount to bank account number NL34ABNA0101373775 stating your order / invoice number.

Change order.
Changes are not possible. Any written requests for change via info@dorelan.nl will be processed up to 2 days after the purchase. If a change in the order for a mattress, bed base, bed or box spring can possibly be realized, the amount of the purchase price will never be reduced. Any additional costs will be charged extra together with an administration fee of euro 100,-. If you still want to continue the change from 2 days after purchase, we will charge the cancellation costs according to the CBW. In the case of items that have been specially produced in accordance with your wishes, there is a chance that the order can unfortunately no longer be cancelled or changed. If you still wish to cancel in that case, we are always forced to charge cancellation costs according to the CWB conditions.

Delivery and assembly.
We deliver and assemble throughout the Netherlands. Delivery and assembly in Belgium is on request. Delivery in Germany, Luxembourg and North Frankwijk is on request. With the exception of Texel, we do not provide assembly services on the Wadden Islands. If the surface is not flat, we cannot guarantee the stability of the product. Dorelan is not responsible if the products do not fit or cannot be mounted in the place you have in mind. Different delivery conditions apply to showroom models. Ask about this in the store.
Return old mattresses.
In some cases, we have the possibility to take your old mattress (s) back and dispose of them. Ask for the possibilities when purchasing. If we agree to dispose of your old mattress or bed, the following contributions to the expenses will be charged extra. Euro 25,- per old mattress and euro 50,- per 1- or 2-person bed. We do not dispose of other items, unless otherwise agreed at the time of purchase. If old mattresses or old beds are disposed of by one of our external partners, this external partner will settle the expenses with you in accordance with their own rates. These rates may therefore differ and are available from us on request. If old matresses or old beds are disposed by one of our external partners, this external partner will settle the expenses with you in accordance with their own rates. These rates may therefore differ and are available from us on request.

Delivery costs.
We deliver all orders with a total price from € 100, – free of charge in the Netherlands. For orders up to € 100, – € 9.95 will be charged for transport costs. Delivery costs are stated separately on the order confirmation. Delivery costs abroad are on request.

Making a delivery appointment.
As soon as we have received your order, we or one of our distribution partners will contact you to make a delivery appointment. After we have made an appointment with you, we assume that we will find you at home to receive the goods. At the latest on the working day before the delivery appointment made, you will receive a time indication of the delivery by e-mail and / or by SMS. If you still appear to be unable to attend the delivery appointment, you must report this at least two working days before the delivery appointment via 071-8080176. After that, it is unfortunately no longer possible to change or cancel the appointment free of charge. In case of late cancellation of the appointment or not meeting at home on the day of delivery, we are unfortunately forced to charge € 100 costs for this.

Changing your delivery address.
Changing the delivery address is possible in consultation with us. Additional charges may apply.

Details regarding the delivery of the order.
Our delivery service, or external partners engaged by us, deliver the products where you indicate that you can best use them, with the exception of orders that are sent by parcel post. You must ensure that at the time that our delivery service comes to deliver the order, the passage is free of obstacles. This is to prevent damage. You are responsible for a good accessibility of the room where the order must be delivered. If that is not possible, any related costs will be for your account. In order to ensure that the delivery of your order runs smoothly, we would like to ask you to inform us before purchase if: • our truck cannot reach the house; • the stairwell is not spacious enough to deliver the order; • there are other special circumstances that play a role in the delivery of the order. If we have not been informed in advance of possible special circumstances or difficulties with regard to reaching the house and / or bedroom, Dorelan Nederland BV is not liable for any consequences thereof. If tools are required for the delivery of your order, such as a (moving) lift or crane, you must take care of this. If you wish, Dorelan can take care of this against reimbursement of the costs. You must at all times ensure that any necessary permits are arranged. Our delivery service delivers your order with due observance of all safety regulations. This means, for example, that they are not allowed to take off their safety shoes and that they must always place a scaffolding on a solid surface (not being a flat roof).

Deliver.
The delivery of your order by our own delivery service: Our delivery service starts in the morning at 09:00 with the delivery of products to the first customer of that day. In principle, our delivery service does not deliver in the evening and not on weekend days, unless this is indicated otherwise during the purchase.

The delivery of your order by our external partner:
It is possible that your order is delivered (and assembled) by one of our external partners. We only work with external partners who offer the quality and service that suits Dorelan. If your order is delivered by one of our external partners, you will be informed in advance. If we have not made a delivery appointment with you, our partner will contact you to make a delivery appointment. You can pay the remaining amount on delivery to our external carrier. This can preferably be done by debit card or in some cases by cash payment. Always check in the confirmation email of the transfer what the payment options are.

Packaging.
All our products are carefully packaged to prevent damage during transport. We carefully unpack everything at the place where the order must be placed and / or assembled. We will take the packaging material back for you.

Reception and control.
After delivery and possibly assembling and placing the products, our delivery service will check the delivered products with you. Check carefully whether all ordered products have been delivered and whether the (assembled) products do not contain any visible defects or are damaged. If you notice defects or damage, please indicate this clearly. The delivery person will then state this on the receipt. The Customer Service Department will then contact you to repair the defect. If the products are sent, the delivery takes place by a parcel service. In this case, the delivery person will not check the goods with you. However, then also check carefully whether all ordered products have been delivered and whether they do not contain any visible defects or are damaged. If you find defects or damage after checking these products, please contact our Customer Service department via telephone number 071-8080176.

Payment terms.
Our delivery service may only deliver goods that have been paid in full or are paid upon delivery. The delivery service is obliged to take the products to be delivered with it in the event of non-payment of the total amount at the time of delivery. Do you have a complaint about (part of) the order upon delivery? Then you may pay a proportionally adjusted amount upon delivery. You then pay the remaining amount when we have solved the problem. For security reasons, we ask you to pay by debit card. In some cases, you can also pay cash at the delivery staff. If this is not the case, we will inform you in good time. It may be that the bank applies a limit to the amount that you can pay per day with your debit card. This limit depends on the bank with which you are a customer and can differ per customer. Please contact your bank about this. In most cases, it is possible to adjust the limit once. At most banks you can also arrange this yourself online.

Retention.
Dorelan retains ownership of all goods delivered by it until the buyer has fully fulfilled all his/her payment obligations (including any related (collection) costs and interest).

Returns procedure.
Purchases ordered in a Dorelan store cannot be returned.

General Online Terms and Conditions of Sale.
Effective date 6 January 2023. Dorelan Nederland BV is affiliated with the Centrale Branchevereniging Wonen (CBW). These general terms and conditions are in addition to the CBW conditions.

Praise.
All prices on our website and in our stores are in EURO including the sales tax due.

Deposit.
When entering into the purchase agreement, we ask for at least a (down) payment of 25%. If applicable, you must pay the remaining amount upon (partial) delivery of the order. Up to 2 working days before the delivery appointment you can transfer the amount to us. In some cases, we will also send you a payment link, which you can easily use. You can transfer the amount to bank account number NL34ABNA0101373775 stating your order / invoice number.

Delivery and assembly.
We deliver and assemble throughout the Netherlands. Delivery and assembly in Belgium is on request. Delivery in Germany, Luxembourg and North Frankwijk is also on request. With the exception of Texel, we do not provide assembly services on the Wadden Islands. If the surface is not flat, we cannot guarantee the stability of the product. Dorelan is not responsible if the products do not fit or cannot be mounted in the place you have in mind. Different delivery conditions apply to showroom models. Ask about this in the store.
Return old mattresses.
In some cases, we have the possibility to take your old mattress (s) back and dispose of them. Ask for the possibilities when purchasing. If we agree to dispose of your old mattress or bed, the following contributions to the expenses will be charged extra. Euro 25,- per old mattress and euro 50,- per 1- or 2-person bed. If old mattresses and/or beds are removed by one of our logistics partners, different rates may apply. We do not dispose of other items, unless otherwise agreed at the time of purchase. If old matresses or old beds are disposed by one of our external partners, this external partner will settle the expenses with you in accordance with their own rates. These rates may therefore differ and are available from us on request.

Delivery costs.
We deliver all orders with a total price from € 100, – free of charge in the Netherlands. For orders up to € 100, – € 9,95 will be charged for transport costs. Delivery costs are stated separately on the order confirmation. Delivery costs abroad are on request.

Changing your delivery address.
Changing the delivery address is possible in consultation with us. Additional charges may apply.

Delivery Service.
The delivery of your order by our own delivery service: Our delivery service starts in the morning at 09:00 with the delivery of products to the first customer of that day. In principle, our delivery service does not deliver in the evening and not on weekend days, unless this is indicated otherwise during the purchase.

Retention.
Dorelan retains ownership of all goods delivered by it until the buyer has fully fulfilled all his/her payment obligations (including any related (collection) costs and interest).

Right of withdrawal.
You have the option to cancel the distance purchase for 14 days after delivery without giving any reason. You can only use this if you let us know in time (within the period of 14 days after delivery) that you are dissolving the distance purchase, by filling in the Withdrawal Form on our website and emailing our Customer Service department via klantenservice@dorelan.nl . When can you NOT claim withdrawal? So-called hygiene products cannot be returned when the seal and packaging have been opened. This includes, for example, pillows & bed linen. These products can only be returned when the seal is in tact and the packaging is therefore unopened and undamaged. If the product is produced according to your special wishes, we cannot take it back. This concerns, for example, a headboard that has been halved or reduced to your wishes. A mattress that has been ordered by you with a width of other than 80, 90, 100, 120, 140, 160, 180 & 200 cm and / or a different length size than 200, 210 and 220 cm cannot be returned. The previous conditions obviously do not apply if you have a well-founded complaint about the product that falls under the legal warranty. As soon as you have informed us that you are dissolving the distance purchase, we will cancel the order. You must then return the goods in question. If the product has been delivered via a parcel service, you can return it via the parcel service. The costs for returning are for your account. The address for returns is: Dorelan, Customer Service, Elisabethhof 14, 2353 EZ Leiderdorp. The total purchase amount will be refunded to your account within 14 days after dissolution of the purchase agreement. Any return costs will be settled with this amount. The return payment will only take place if the product has been received by Dorelan.

Complaints.
If you have a complaint, you can contact our Customer Service department via klantenservice@dorelan.nl. For the dispute settlement, we refer to Articles 19 and 20 of the CBW conditions.

Conditions CBW

Returns form

90 Day Mattress Exchange Guarantee

Valid from November 11, 2021.

In the Dorelan store(s) you will receive a sleep advice from skilled sleep advisors that is optimally tailored to your personal wishes and requirements. However, this does not offer a complete guarantee that the mattress will be as comfortable after a few weeks as you expected when you purchased it. For part of the range of mattresses where the customer can choose a certain comfort (soft, medium, firm), we therefore give our customers an exchange guarantee when purchasing a mattress in our store. Read the terms and conditions below.

Applicability of 90 day mattress exchange guarantee

1.1 The 90-day exchange guarantee applies to a part of the range of mattresses, where the customer chooses a certain comfort (soft, medium, firm) within the type of mattress with the exception of:

showroom models;
sale moddellen;
outlet models;
double mattresses where the customer has opted for a version with two separate and / or two different comfort cores;
online purchases, unless you:
- have received demonstrable personal sleep advice from one of our sleep advisors in the store;
complaints regarding the colour and/or dimensions (length, width and height) of your mattress;
items that are damaged, soiled and/or broken;
orders with the indication ‘no exchange guarantee’ on the sales receipt.

1.2 The mattress must have been personally advised by one of our Dorelan sleep advisors.

1.3 The basis for using the exchange guarantee lies in comfort and support. The exchange guarantee therefore only applies to complaints regarding the comfort and support of your mattress.

Warranty effective date

The warranty period starts on the delivery date of the mattress.

Conditions 90 day exchange guarantee

3.1 Up to a maximum of 90 days from the delivery date, you can claim our exchange guarantee. You can do this by reporting to our Customer Service department via klantenservice@dorelan.nl.

3.2 You must have tried your mattress for at least 30 days. Your body needs time to ‘get used’ to a new mattress.

3.3 You are once entitled to our 90-day mattress exchange guarantee.

3.4 Together with you, we will look for a suitable replacement for your mattress to improve the lying comfort. The exchange guarantee only applies to an exchange within the same type of mattress. No money will be refunded.

3.5 When you claim the mattress exchange guarantee, we charge € 60.00 service costs for, among other things, the administrative actions to be carried out and the transport.

3.6 If the new item has a higher value, you must pay the price difference.

3.7 If an item has been purchased with a certain discount / promotion, you are not entitled to a discount on the new article. This is possible when the discount of the item to be exchanged is settled retroactively. This is to prevent discount on discount.

3.8 The exchange guarantee is not transferable to third parties and only applies if you have purchased the mattress in a Dorelan store in the Netherlands or in the webshop of Dorelan.nl.

Privacy policy

Dorelan respects the privacy of its customers and ensures that your personal data remains strictly confidential. All information you provide to Dorelan will be treated strictly confidentially and will not be made available to third parties in any way (unless you have given your consent in advance in some cases). Of course, these personal data are treated and secured with the greatest possible care. In doing so, Dorelan complies with the General Data Protection Regulation (GDPR) and the GDPR Implementation Act. This means that we: 1) clearly state – via these privacy conditions – for which purposes we process personal data; 2) limit our collection of personal data to only the personal data necessary for those purposes; 3) process your personal data for the performance of our objectives and ask for your consent in cases where this consent is required; 4) take appropriate security measures to protect your personal data and also require this from parties that process personal data on our behalf; 5) respect your right to access, correct or delete your personal data on request. There are various purposes for which Dorelan collects and processes your personal data. In the context of giving correct sleep advice and / or the execution of the agreement, Dorelan collects and processes personal data for this purpose, including your name, billing and delivery address, e-mail address, (mobile) telephone number, data about your living situation, age and health: • when you visit our (web) store, in order to provide you with correct sleep advice; • when you have contact with Dorelan. This contact can be personal or telephone, but we also mean if you approach us by e-mail, participate in surveys, contests or (panel) surveys, use our websites, sign up for newsletters or approach us via social media; • for internal analyses for process improvement, the development of products and services and market research; • to keep you informed of our (new) products and services, directly but also, for example, through campaigns via social media, whereby Dorelan tries to take into account preferences based on purchased products and interests based on the use of our website recorded with your permission; • if you call our Customer Service department, we may record the call for training purposes; • when you visit our webshop, we place tracking cookies on the device with which you visited us. You can sign up for our newsletter with which we keep interested parties informed of our actions and for inspiration. Your e-mail address will only be added to the list of subscribers with prior permission. Each newsletter contains a link with which you can unsubscribe. If you send us an e-mail, the data you send us will be kept for the time necessary for the complete answering and handling thereof. Your e-mail address will also be used to send information about (new) products of Dorelan if you have given permission for this. You can always withdraw this consent by using the unsubscribe link in the e-mail message sent or by sending an e-mail to Dorelan, stating AVG, via info@dorelan.nl. Provision of personal data to third parties Your data will only be provided by us to third parties if this is necessary for the execution of the agreement or if you have expressly given permission. Our website contains measuring instruments from other parties, such as cookies from Google Analytics. The data is automatically shared with this company and we do this to keep track of how visitors use our website. We use this knowledge to optimize our website for our visitors. Dorelan does not store personal data in accordance with the law for longer than necessary in a form that makes it possible to identify the data subject and no longer than is necessary for the realization of the purposes for which they are collected or further processed. Dorelan reserves the right to make changes to the Privacy and Cookie Policy. If in the event of new laws or regulations, changes to our privacy policy are necessary, you will always find the most recent information on our website. You may request access to your personal data via info@dorelan.nl. You can also request us to correct, supplement, delete or protect your personal data if they are incorrect, incomplete or irrelevant, or are otherwise processed in violation of a legal regulation. If you have any questions or comments, you can also contact us in writing via Dorelan, Customer Service Department, Elisabethhof 14, 2353 EZ Leiderdorp or by telephone via 071-8080176

Warranty conditions