Warranty

At Elyssence, you are entitled to a product that meets the expectations you may reasonably have of it. This is known as the legal warranty or the right to conformity.

Product damaged or defective

If a product arrives damaged, is delivered incorrectly, or becomes defective during normal use, please contact us at info@elyssence.com.

Please include the following:

your name;
your order number;
the product in question;
a clear description of the problem;
photos of the product and packaging, if applicable.

Photos help us assess the issue more quickly, but they do not limit your legal rights.

Our solution

In the event of a valid complaint, we will, depending on the situation, provide:

free repair;
free replacement;
an appropriate price reduction;
or a refund if repair or replacement is not possible or reasonable.

The necessary shipping costs for a valid warranty claim will be borne by Elyssence.

What is not considered a defect?

A product is generally not considered defective if the issue arose solely due to:

incorrect or improper use;
failure to follow clear usage or safety instructions;
normal wear and tear;
insufficient or incorrect maintenance;
damage caused by the user after delivery;
normal variations in color, shape, or finish in handmade products or natural materials.

We assess each report individually. These exceptions do not limit your legal rights if the product was already defective or unsafe at the time of delivery.

Duration of the legal warranty

In the Netherlands, the legal warranty does not automatically have the same fixed duration for every product. How long you can expect a product to last depends, among other things, on the type of product, its price, product information, and normal use.

Any additional manufacturer's warranty or commercial warranty does not affect your legal rights.