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.
All prices on our website and in our stores are in EURO including the sales tax due.
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.
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.
Changes are not possible. Any written requests for change via email@example.com 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.
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).
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.
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.
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.
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).
Purchases ordered in a Dorelan store cannot be returned.