Refund policy

Last updated: 09 September 2026

Welcome to the Vossholm Refund Policy. Vossholm is operated by Haneda LLC, a company registered in the State of New Mexico, United States. Vossholm serves customers across the United States, United Kingdom, Canada, Australia, New Zealand, and Europe.

We want you to be satisfied with your purchase. Please read this policy carefully so you understand how returns, refunds, cancellations, exchanges, warranty claims, damaged items, missing items, and incorrect items are handled.

This policy applies to orders placed through https://vossholm.com. If you are a consumer in the EU/EEA, please also see our separate Right of Withdrawal. Nothing in this policy limits or excludes any mandatory consumer rights you may have under applicable consumer protection laws.

Summary

  • You may request a return within 30 days of delivery, for any reason, including a simple change of mind.
  • You can start a return through our Request a Return page or by emailing us at info@vossholm.com.
  • All approved returns must be sent to our Netherlands returns address unless we provide different written instructions.
  • For change-of-mind returns, the customer is responsible for return shipping costs; we do not provide prepaid or free return labels for these returns.
  • A photo or video is only requested for damaged, defective, incorrect, or missing items — never for a standard change-of-mind return.
  • Every Vossholm lamp carries a 24-month (2-year) warranty against manufacturing defects.
  • Approved refunds are issued to the original payment method after the returned item has been received and inspected, usually within 5 business days.

1. Return Window

You may request to return an item within 30 days of delivery, for any reason, including a simple change of mind.

Return requests submitted after 30 days may not be accepted, unless you have additional rights under applicable consumer protection laws, such as where an item is faulty, damaged, incorrect, incomplete, or not as described.

2. Change-of-Mind Returns

To be eligible for a change-of-mind return, the item must be returned in a condition suitable for resale. This means:

  • The item must be unused and not installed, in its original condition;
  • The item must be returned with all parts included (shade, base, cord, fittings, and any bulb or accessory supplied);
  • The item should be returned in its original packaging where reasonably possible; and
  • Any seals and labels must be intact.

For change-of-mind returns, no photo or video is required — your order number is enough for us to approve the return. The customer is responsible for arranging and paying for return shipping to our Netherlands returns address.

If an item has been handled beyond what is necessary to inspect its nature, characteristics, and function, we may make a reasonable deduction from the refund to reflect any reduction in value, where permitted by law.

3. Statutory Cancellation Rights

Our 30-day return window is offered in addition to any statutory cancellation rights you may have under applicable consumer protection laws.

EU/EEA consumers have a 14-day right of withdrawal — see our Right of Withdrawal for full details and the model withdrawal form. UK consumers may cancel within 14 days of receiving the goods under the Consumer Contracts Regulations 2013, without giving a reason.

This does not reduce or replace our 30-day return window. If our 30-day policy gives you more time or more favourable terms than the statutory minimum, the more favourable window applies.

4. How to Start a Return

  1. Visit our Request a Return page or email us at info@vossholm.com.
  2. Enter your order number and select the item you wish to return.
  3. Select the reason for your return.
  4. For damaged, defective, incorrect, or missing items, provide a clear description of the issue and upload a photo or video where available.
  5. Submit the return request.

Important: Please do not send any items back before receiving approval and return instructions from us. Unauthorised returns may be delayed or refused where permitted by law.

5. Return Address

Unless we provide different written instructions, approved returns must be sent to our Netherlands returns facility:

Vossholm Returns
Rendementsweg 20 A
3641 SL Mijdrecht
Netherlands

This is our Netherlands fulfilment and returns facility — it is not our registered business address, which is listed in the Company Information section below. Please contact us before sending your return so we can approve it and connect it to your order.

6. Faulty, Damaged, Incorrect, or Missing Items

If your lamp arrives damaged or faulty, or you receive the wrong or an incomplete item, please contact us within a reasonable time at info@vossholm.com with your order number, a clear description of the issue, and photos or a short video where available.

We understand that some issues, especially electrical or intermittent issues, may not be easy to record. If you are unable to provide a video, please describe what happened, when it happened, and whether it has occurred more than once.

Issue Helpful evidence
Visible damage, cracks, or broken parts Clear photos of the product and packaging
Electrical or functional issue A clear description of the issue, plus photos or video if available
Intermittent or one-time issue A description of what happened, when, and whether it has happened again
Wrong item received Photos of the item received and the shipping label
Missing parts or accessories Photos of all items received and the packaging contents

For confirmed faults or errors, we will arrange a free replacement or reshipment at no cost to you, and you will not pay any return shipping. Where required by law, you may instead be entitled to a refund. This is in addition to your rights under our Warranty Policy.

7. Warranty

Every Vossholm lamp carries a 24-month (2-year) limited warranty against manufacturing defects, in addition to your statutory consumer rights. For full details, including what is and is not covered and how to make a claim, see our Warranty Policy.

8. Missing Items

If an item or component is missing from your order, contact us at info@vossholm.com with your order number and photos of the items and packaging received, where available. Once verified, we will send the missing item, a replacement component, or another appropriate remedy.

9. Damaged Packaging

Outer packaging may occasionally be marked or damaged during transit. If only the outer packaging is damaged and the product itself is complete, undamaged, and fully functional, this does not normally qualify as a product defect. If the product itself is damaged or not working correctly, please contact us immediately at info@vossholm.com with a description and photos or video where available.

10. Return Conditions

For a return to be accepted, unless the item is faulty, damaged, incorrect, or missing something:

  • The item must be unused and un-installed, in its original condition;
  • All original parts, accessories, and packaging must be included where reasonably possible; and
  • The return must be sent to the Netherlands returns address listed in this policy unless we provide different written instructions.

These conditions do not affect your statutory rights if an item is faulty, damaged, incorrect, or not as described.

11. Return Shipping Costs

Unless the item is faulty or we made an error, return shipping is at your own expense and we do not provide prepaid or free return labels. We recommend using a tracked service and keeping your proof of postage; please share the tracking number with us. Customers are responsible for ensuring returned items are securely packaged — we are not responsible for returns lost or damaged because they were not packaged securely or shipped without tracking.

12. Customs, Duties & Return Import Charges

If your return is shipped from outside the Netherlands, customs documents may be required. For change-of-mind returns, any customs duties, import charges, or clearance fees are the customer’s responsibility. If the return is due to our error, or the item is faulty, damaged, incorrect, or not as described, we will handle the matter in accordance with applicable consumer protection laws. If you are unsure how to declare your return shipment, please contact us before shipping the item back.

13. Refunds

Once your return has been received and inspected, we will notify you by email and process your refund within 5 business days. Refunds are issued to your original payment method. Depending on your bank or card provider, it may take a few additional days for the funds to appear. Since Vossholm offers free, insured standard shipping on all orders, no standard outbound shipping fee is normally charged at checkout or included in the refund.

14. Exchanges

In some cases, we may offer an exchange instead of a refund, depending on the item and availability. For change-of-mind returns, exchanges are not guaranteed and are subject to stock availability — if an exchange is not available, you may return the eligible item under this policy and place a new order. For a confirmed fault, error, or approved warranty claim, we will arrange a free replacement at no cost to you. To request an exchange, email info@vossholm.com.

15. Non-Returnable Items

The following cannot be returned for a change of mind: items that have been used or installed, items damaged through misuse or accident, made-to-order or personalised lamps, and gift cards. This does not affect your rights if an item is faulty.

16. Order Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, contact us as soon as possible at info@vossholm.com. If the order has not yet been processed or dispatched, we will cancel it and issue a full refund. If it has already been dispatched, you will need to follow the return process above once you receive it, and standard change-of-mind return shipping costs will apply.

17. Undeliverable Packages, Refused Delivery & Incorrect Addresses

Please make sure your shipping address is correct at checkout. If a package cannot be delivered because the address provided was incorrect, incomplete, or refused, or the parcel was not collected, we may deduct reasonable return shipping, handling, or re-shipping costs from any applicable refund, unless prohibited by law. If you need to change your delivery address, contact us immediately at info@vossholm.com — we will do our best to help, but cannot guarantee changes once an order has been processed or shipped.

18. Your Statutory Rights

  • EU/EEA consumers: you have a 14-day right of withdrawal in addition to this policy — see our Right of Withdrawal.
  • UK consumers: under the Consumer Contracts Regulations 2013 you may cancel within 14 days of receiving your order for any reason.
  • Nothing in this policy affects your non-excludable statutory rights, including under the UK Consumer Rights Act 2015, EU consumer law, or the Australian Consumer Law and New Zealand Consumer Guarantees Act.

19. Customer Service

Email: info@vossholm.com
Phone: +1 470-978-3201
Customer service hours: Mon–Fri 8am–7pm · Sat–Sun 10am–2pm UK time
Response time: We aim to respond within 24–48 hours.

20. Company Information

Store name: Vossholm
Legal business operator: Haneda LLC
EIN: 30-1430114
Registered business address: 1209 Mountain Rd. PL NE STE R, Albuquerque, NM 87110, United States
Netherlands returns facility: Rendementsweg 20 A, 3641 SL Mijdrecht, Netherlands
Email: info@vossholm.com
Phone: +1 470-978-3201

21. Related Policies

Shipping Policy · Privacy Policy · Terms of Service · Warranty Policy · Payment Policy · Right of Withdrawal · Contact Page · Request a Return · Order Tracking