Refund policy
Returns and Refunds Policy
Crescent Chapters
(a trading name of Archivistry B.V.)
Version 1.0 · In force from 30 July 2026
This policy explains when you can return something you have bought from us, how to do it, who pays for what, and when you get your money back. It forms part of our Terms and Conditions of Sale; where the two appear to differ, the Terms prevail.
1. At a glance
| What you bought | What it means | Can you return it? |
|---|---|---|
| Standard product | A ready-made item sold from stock in a fixed catalogue form. | Yes — 14 days, no reason needed |
| Made-to-order product | Made after your order from our own catalogue designs, including where you picked from options we offer, but not individualised to you. | Yes — 14 days, no reason needed |
| Personalised product | Made to your own specifications: your name, initials, monogram or other individual identifier, or a bespoke illustration commissioned to your brief. | No — see section 6 |
Whatever you bought, if it arrives faulty, damaged or not as described, you are always entitled to a remedy — see section 8. That applies to personalised products too.
2. Your 14-day right to change your mind
2.1 If you are a consumer, you may withdraw from your purchase of a standard or made-to-order product within 14 days, without giving any reason and without penalty. This is your statutory right under EU and Dutch consumer law.
2.2 The 14 days start on the day after you receive the goods — or, if you or someone you designated other than the carrier takes delivery, on the day after that person receives them. If your order arrives in several parcels, the period starts the day after the last item arrives.
2.3 You can also withdraw at any time between placing your order and receiving it.
2.4 It is enough to notify us within the 14 days. You then have a further 14 days to send the goods back.
3. How to return something
Four steps:
1. Tell us within 14 days. Email team@crescentchapters.com with your order number, or use the model withdrawal form at the end of this document. Any clear statement will do — you do not have to give a reason and you do not have to use our form.
2. Wait for our confirmation. We will acknowledge your notice in writing without delay, normally within two business days. Please do not send anything back until you have received that confirmation from us. It contains the return address, confirms which items are covered, and gives us the reference we need to match your parcel to your order. Returns sent without it can go unidentified and take considerably longer to refund. If you have not heard from us within two business days, please email us again before posting — and don't worry about the deadline: the 14-day period you have to return the goods runs from the day you notified us, and any time you spend waiting for our reply will not be counted against you.
3. Send the goods back within 14 days of notifying us, to the address given in our confirmation email: Archivistry B.V. (Crescent Chapters), Jonkheer Ruysstraat 67, 6221 VS Maastricht, the Netherlands. Posting them within that window is enough — they do not have to arrive within it. Please keep your proof of postage.
4. We refund you. See section 5.
Please include the packing slip or your order number in the parcel so that we can match the return to your order.
4. Costs and the condition of returned goods
4.1 You pay the cost of sending the goods back to us. This is the direct cost of return postage only. The one exception is where the product is faulty, damaged, wrongly supplied or not as described — in that case we pay, and we will either arrange the return or reimburse what it cost you.
4.2 Please return the product complete, with everything that came with it, and — as far as you reasonably can — in its original packaging.
4.3 Handling the product. You may unpack, inspect and handle the product just as you would in a shop. You are only liable for any loss in value caused by handling that goes beyond establishing what the product is, what it looks like and whether it works.
4.4 For our products specifically: examining an embosser or stamp and operating the mechanism is fine, and so is taking a test impression on plain paper. Inking a wooden stamp, or using the product on your own books, goes beyond that, and we may deduct a reasonable amount from your refund for the resulting loss in value. If we ever make such a deduction we will explain it to you in writing, with the reasoning.
4.5 Returning from outside the EU. Please mark the parcel clearly as "returned goods — no commercial value" and attach the correct customs paperwork. If import charges are levied on us because the parcel was declared incorrectly, we may deduct them from your refund.
5. Refunds
5.1 We refund you within 14 days of receiving your withdrawal notice.
5.2 We may hold the refund until we have either received the goods back or you have shown us proof that you have sent them — whichever happens first.
5.3 We refund using the same payment method you used, unless you expressly agree to something else. We never charge a fee for issuing a refund.
5.4 We refund the price of the goods plus the standard outbound delivery cost. If you chose a more expensive delivery option — including a priority order — we refund the standard rate, not the premium.
5.5 If you return part of an order and keep the rest, we refund the returned items but not the outbound delivery cost.
6. Personalised orders
6.1 Personalised products cannot be cancelled, returned or refunded once production has begun. They are made to the specific requirements of your order, carry your own details or design, and have no resale value to us. This exception is set out in Article 6:230p under f of the Dutch Civil Code and Article 16(c) of Directive 2011/83/EU.
6.2 We will always tell you, clearly and before you pay, when a product falls into this category, and you will be asked to confirm that you understand you are giving up your right of withdrawal. If we fail to do that, you keep the full 14-day right.
6.3 You can still change your mind up to the point of approval. Where we send you a design proposal, the right of withdrawal only ends when you approve that design in writing. Until then you may cancel and receive a full refund.
6.4 Section 8 still applies. If a personalised product arrives faulty, damaged, or differs from the design you approved, you are entitled to a remedy.
7. If something goes wrong when you order
Contact us as soon as you possibly can — by email or telephone — if you spot a mistake in your order: a wrong or incomplete address, a mistyped name, the wrong option selected, or a duplicate order. The earlier you reach us, the better the chance that we can still fix it before the item is made or dispatched. We will always do what we reasonably can to put it right.
8. Faulty, damaged or incorrect items
8.1 Separately from the 14-day right above, you have a statutory guarantee that what you bought conforms to the contract. This applies to every product we sell, personalised ones included.
8.2 For personalised products, conformity is judged against the order as you placed it. The personalisation text you enter in the field on the product page is the specification we work to, and we apply it exactly as submitted. An item that carries the text you entered conforms to the contract, even if that text contains a spelling mistake, the wrong name, a typing error or a wrong date. That is not a fault, a defect or an incorrect delivery, and it does not give rise to a claim under this section. An item is faulty, damaged or incorrect only where the shortcoming is ours — for example the engraving does not match what you submitted, the wrong product was sent, the item arrived damaged, or the material or workmanship is defective. Article 6.3 explains what to do if you spot a mistake in your own text: contact us immediately, and we will correct it if production has not yet begun.
8.3 A lack of conformity appearing within two years of delivery is covered. If it appears within the first year, it is presumed to have been there at delivery unless we can show otherwise.
8.4 You can ask for free repair or replacement, and you may choose between them unless your choice is impossible or disproportionately costly for us. If that fails, is refused, takes an unreasonable time, or causes you significant inconvenience, you can ask for a price reduction or rescind the contract and get your money back. You bear no cost — shipping, labour and materials are ours.
8.5 Please tell us within a reasonable time of noticing the problem. Notice given within two months of discovery is always in time.
8.6 To make a claim: email team@crescentchapters.com with your order number, a description of the problem and photographs if you can. Where the item is personalised, please include a copy of your order confirmation so that we can compare the text you submitted with the item you received. We will respond substantively within 14 days.
8.7 The guarantee does not cover normal wear and tear, damage from misuse or accident, failure to follow the care and use instructions supplied with the product, the natural variation in wood grain, colour and figure that is inherent to the material, or the minor differences between individual items that arise because our products are made in small batches rather than mass-produced. These variations are described on our product pages and in our terms and conditions.
9. Parcels lost or damaged in transit
Until your parcel physically reaches you, the risk is ours. If it is lost, stolen or damaged on the way, contact us and we will resend your order or refund you in full. We do not ask you to take up carrier failures yourself.
10. Exchanges
We do not operate a direct exchange process. If you would like a different item, please withdraw from your original purchase under section 2 and place a new order. This gets you your refund faster and lets you have the new item dispatched straight away.
11. Complaints
11.1 If you are unhappy with how a return or refund has been handled, email team@crescentchapters.com. We acknowledge complaints within 5 business days and respond substantively within 14 days.
11.2 Consumers in the Netherlands can get free advice from ConsuWijzer (consuwijzer.nl), run by the Dutch Authority for Consumers and Markets. Consumers elsewhere in the EU, and in Norway, Iceland and the United Kingdom, can get free help from their national European Consumer Centre (ECC-Net). Nothing in this policy affects your right to go to court.
Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract. You are not obliged to use it — any unambiguous statement will do as long as it contains your name and the order number.
To: Archivistry B.V. (Crescent Chapters), Jonkheer Ruysstraat 67, 6221 VS Maastricht, the Netherlands — team@crescentchapters.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
.........................................................................................................................................
Ordered on (*) / received on (*): ...........................................................................................
Name of consumer(s): ...........................................................................................................
Address of consumer(s): ......................................................................................................
Order number: .......................................................................................................................
Signature of consumer(s) (only if this form is notified on paper): ..........................................
Date: ......................................................................................................................................
(*) Delete as appropriate.