Return conditions online shop


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.

Please note, this does not apply to upholstered furniture and furniture specially composed for you. If you purchase your own furniture, one of our employees will contact you and inform you about our return policy. After your agreement we will proceed your order.

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

Would you like to return or exchange a product because you have changed your mind about your order? No problem, we understand that sometimes you can change your mind about your purchase.

Please register your return via the return portal. Select the reason for your return, choose the desired delivery option and pay the return costs directly online. Take your return to a parcel point. You will be notified when the return has been delivered to us, we will process it and when you will receive your money back.

Please note: in order to return a product, it must be returned complete and in its original packaging when possible. See 'Return costs' for more information.

What are the options to return my product?

1. Returns by post: for all your orders, there is a reflection period of 14 days after you have received the product. You can return within this period, provided you follow the step-by-step plan below:

- Simply fill in the return form via the return portal.
- When you fill it out, you also choose the desired delivery option and immediately pay the return costs online.
- Pack the product: complete, in original condition and in the original packaging when possible.
- Print out the return label and return form and deliver the parcel to a parcel point.
- You will be notified when the package has been delivered to us, we will process it and when you will receive your money back.

Would you like to exchange a product that is not defective? Exchange is considered a new order. You return your old order within the cooling-off period and pass on your new order.

2. Return the package to the store:

HAY shop: Would you like to return your product and bring it to a shop yourself? At HAY Rotterdam and HAY House Amsterdam we are always there for you. Bring your invoice as proof. Make sure the item is complete, in its original condition and packed in its original packaging. It is not possible to pay the purchase amount in cash when returning it to the shop. The purchase amount will be refunded within 14 days to the account you used to make the purchase.

Please note, it is only possible to return accessories in the shop. Small and large furniture will be returned to our warehouse and must be collected from you via a delivery service.


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

Fill in your return via the return portal and choose "Out of specification" for the shipping method. Our customer service will then contact you.

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

If the defective product has been delivered, we apologise for any inconvenience. All of our products are tested through quality controls at every stage of the ordering process. Regardless of this series of quality checks, our products are sometimes delivered in poor condition. Defects can occur during production or as a result of damage during transport.

Please fill in the return portal and choose the option "product is damaged". Add a few photos here and, if necessary, explain what has been damaged so that our customer service can assess the situation as accurately as possible. Choose the desired shipping method and request your return. One of our staff will then contact you.

Return costs

Return costs are for your own account. Did you pay shipping costs because the order was below €30,-? In that case we will reimburse you for the shipping costs, and you will only pay the return costs.
Would you like to return an order that has been delivered with our carrier? Based on your order the return costs will be calculated. Please contact our customer service.


Which products I can’t return?

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

Online outlet return policy - pick up at HAY store

If you purchased an outlet item on HAY.nl, 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.