Terms of service

Article 1 – Definitions

In these Terms and Conditions, the following definitions apply:

  • Cooling-off period: The period within which the consumer can exercise their right of withdrawal.
  • Consumer: The natural person who is not acting in the course of their trade, business, or profession and who enters into a distance contract with the entrepreneur.
  • Day: Calendar day.
  • Durable medium: Any tool that allows the consumer or entrepreneur to store personal information in a way that enables future consultation and unchanged reproduction of the stored information.
  • Right of withdrawal: The consumer's ability to withdraw from the contract within the cooling-off period.
  • Entrepreneur: The legal entity selling products remotely to consumers.
  • Distance contract: An agreement concluded remotely between the entrepreneur and consumer using technology for distance communication.
  • Technology for distance communication: A method for concluding a contract without the consumer and entrepreneur being in the same space at the same time.
  • General Terms and Conditions: These general Terms and Conditions of the entrepreneur.

Article 2 – Identity of the Entrepreneur

Website name: Dear Hazel
Company name: Samar Solutions
Address: Harddraversdijk 77, Drachten, 9201 HG, The Netherlands
Email: support@dearhazel.com
Business Registration Number: 96257024
VAT number: NL867533614B01

Article 3 – Applicability

  1. These Terms and Conditions apply to every offer and contract between the entrepreneur and the consumer.
  2. Before concluding a distance contract, the consumer will have access to these Terms and Conditions.
  3. If the contract is concluded electronically, the Terms and Conditions may also be provided electronically in a format that allows the consumer to store them easily.

Article 4 – The Offer

  1. If an offer has a limited validity period or is subject to specific conditions, this will be explicitly stated.
  2. All offers are non-binding, and the entrepreneur reserves the right to modify them.
  3. Product images represent the offered products as accurately as possible. However, colors and details may slightly differ due to screen settings or variations in production.
  4. All prices are listed excluding import duties, customs fees, and local taxes. These additional costs are the responsibility of the customer.
  5. The entrepreneur is not responsible for import duties or customs clearance fees charged by local authorities.

Article 5 – The Agreement

  1. The contract is concluded when the consumer accepts the offer and meets the specified conditions.
  2. If the consumer accepts the offer electronically, the entrepreneur will confirm receipt of acceptance as soon as possible.
  3. The entrepreneur takes appropriate security measures to protect electronic data transmission and secure online payments.
  4. The entrepreneur reserves the right to cancel orders in case of payment issues, suspected fraud, or pricing errors.

Article 6 – Right of Withdrawal

  1. Consumers have the right to return their order within 28 days of receiving it.
  2. The product must be in its original condition and packaging, unused, and resellable.
  3. The consumer must notify the entrepreneur via email at support@dearhazel.com before returning any item.
  4. Return shipping costs are the consumer's responsibility, unless the item is defective or incorrect.
  5. The refund will be processed within 7 business days after receiving and inspecting the returned item.

Article 7 – Exclusion of Right of Withdrawal

The right of withdrawal does not apply in the following cases:

  • Personalized or custom-made products.
  • Hygiene-sensitive products (e.g., bedding, pillows, or textiles) that have been opened.
  • Digital downloads or gift cards.
  • Products that have been used or damaged by the customer.

Article 8 – Prices and Payments

  1. All prices are displayed in the currency selected by the customer (e.g., USD or AUD,). If no selection is made, the default currency will be based on the customer's geographic location. Prices are subject to change without notice.

  2. Payments can be made via:
    • Credit Cards (Visa, Mastercard, American Express, Maestro, UnionPay)
    • Apple Pay
    • Google Pay
    • PayPal
    • Shop Pay
  3. The consumer is responsible for any customs fees, import duties, or local taxes imposed by their country.

Article 9 – Delivery & Shipping

  1. Orders are processed within 1-3 business days and shipped within 5-10 business days.
  2. The entrepreneur strives for timely delivery but cannot guarantee delivery times due to potential shipping delays.
  3. The entrepreneur is not responsible for lost or delayed shipments caused by postal services or customs procedures.
  4. If a package is lost in transit, the entrepreneur will offer a replacement or refund after 14 days, pending investigation.

Article 10 – Address Changes

  1. Consumers may request an address change via email at support@dearhazel.com.
  2. Address changes can only be made before the order has been processed and shipped.

Article 11 – Defective or Incorrect Products

  1. If a product arrives damaged or incorrect, the consumer must report it within 7 days of delivery.
  2. Consumers must provide photo evidence of the damage and email it to support@dearhazel.com.
  3. The entrepreneur will replace the product free of charge or issue a refund.

Article 12 – Import Duties & Customs Delays

  1. Orders placed with Dear Hazel may be subject to import duties, taxes, and customs clearance fees in the recipient's country. These costs are entirely the responsibility of the customer.
  2. If a package is delayed by customs, Dear Hazel cannot be held responsible for the extended delivery time.
  3. If the customer refuses to pay customs fees and the package is returned, any refund will be issued minus return shipping costs and any additional customs fees incurred.

Article 13 – Limitation of Liability

  1. Dear Hazel acts as an intermediary between the customer and third-party suppliers. While we strive to ensure high-quality service, we cannot be held liable for:

    • Delays caused by external shipping partners or customs processing.
    • Defects or damages occurring during transit.
    • Import duties, taxes, or additional charges imposed by local authorities.
    • Variations in product appearance due to manufacturer changes.

  2. If a product arrives damaged or defective, Dear Hazel will work with the supplier to find a resolution, but we do not assume direct responsibility for manufacturing defects.

Article 14 – Force Majeure (Acts of God Clause)

  1. Dear Hazel is not responsible for delays, failures, or damages caused by factors beyond our control, including but not limited to:

    • Natural disasters, pandemics, or public health emergencies.
    • Strikes, labor disputes, or supply chain interruptions.
    • Government actions, trade restrictions, or new regulations.
    • Severe weather conditions affecting logistics.

  2. If an order is significantly delayed due to force majeure, Dear Hazel will notify the customer, but no compensation or legal claims can be made against Dear Hazel.