Returns & Guarantees
Is the hammock bigger than expected, or are the colors disappointing? No problem! At The Hammock you can let us know you're canceling the purchase up to 365 days after receipt. From the moment you let us know that you're canceling the purchase, you have another 14 days to return the product. Which is pretty relaxed!
365 days for unused items
At The Hammock it's possible to cancel your order within 365 days of receiving the purchase. You can then return the product for free provided that you follow our return procedure as stated under the heading 'Return an item'. If you return a product to our return address on your own initiative, the direct costs for returning it will be borne by you. You must return the items undamaged, in as new condition and if possible in the original packaging. Costs may be charged if the items are damaged.
One year guarantee
The Hammock offers a one-year guarantee on all items that you buy from us. Does an item have a production error? Then, depending on the defect, the item will be completely or partially replaced. In this case we will naturally also pay the shipping costs. This extra guarantee applies without prejudice to your statutory rights as a consumer. Statutory guarantee means that a product must be or do what the consumer can reasonably expect from it.
It's best to contact us first before you return the items under guarantee back to us. You can reach us on +44 20 380 770 80 or e-mail us at firstname.lastname@example.org
Processing your return
When you return a product it will be handled and processed within 5 working days. You'll receive an e-mail from us when we have processed the return. The full purchase amount, including any shipping costs for the return shipment, will be refunded to your account number as soon as possible and at the latest within 14 calendar days after cancellation. If you return only part of your order, the delivery costs will not be refunded. We will refund you via the same payment method that you used for the original transaction, unless you have expressly agreed otherwise; in any case, we will not charge any costs for such reimbursement. We may wait to refund you until we have received the goods back, or you have demonstrated that you have sent the goods back, whichever is sooner.
Return an item
You must first request a free DPD return label. That way you can return the products to our address for free.
7701 CC Dedemsvaart
For all the items you want to return, we ask you if possible to pack them with the requested label in the original packaging, including the packing slip, invoice or order confirmation and to take them to a DPD Parcel Shop (in some cases DPD will come and collect the items from you). You must return the item to us within 14 days after notifying us.
We would really appreciate it if you would describe on the packing slip why you are returning the item. This makes the return process much more straightforward. You can also use the sample form for withdrawal but it's better to use this form.
Return an item - Marketplaces (e.g. Amazon)
Log in to your Marketplace account (e.g. Amazon) account and report your return there. You will receive the return instructions from the marketplace. We can only process your return if it is reported via the marketplace.
File a complaint
There is a different procedure for filing a complaint (or defect) than for returning items. We request that you let us know about the complaint as quickly as possible. This can be done by phone or e-mail. Please see the customer service page for our contact details and opening times.
We will respond to your complaint within 14 days and, in consultation with you, we'll solve the problem as soon as possible. If you notify us of the complaint by e-mail, we ask that you state the invoice number and your phone number (also indicate what time you can be reached) so we can contact you. Our maximum response time is 5 working days.
In the event that the submitted complaint cannot be resolved satisfactorily, you can submit a complaint/dispute to the Thuiswinkel Disputes Committee at: http://www.sgc.nl. Or at http://ec.europa.eu/consumers/odr.