Refund policy

You have the right to cancel your online order within 14 days without giving a reason. This is the statutory right of withdrawal.

Cooling-off period

The 14 day period starts the day after you, or someone you nominated, received the product. If your order arrives in several shipments, the period starts the day after the last one.

How to notify us

Tell us within the cooling-off period that you want to cancel. Any unambiguous method is fine:

  • by email at info@this-is-happening.nl
  • by phone on 020 62 02 440
  • in the shop at Haarlemmerdijk 40/42
  • using the model form at the bottom of this page (not compulsory)

We will confirm that we received your notification.

Returning the product

Send the product back within 14 days of your notification to:

This is happening
Haarlemmerdijk 40/42
1013 JD Amsterdam

You may also hand it in at the shop. The cost of returning the product is yours, unless it arrived damaged or we sent the wrong item. Keep your proof of postage until the refund is settled.

Handling the product during the cooling-off period

You may handle and inspect the product as you would in a shop: unpack it, look at it, try it on. If you go further than that and the product loses value as a result, we may deduct that from your refund.

When the right of withdrawal does not apply

The law excludes a number of products:

  • Sealed care products whose seal has been broken. Shampoo, conditioner, styling and care products cannot be returned once opened or used, for reasons of hygiene and health protection. Unopened and with the seal intact, you can simply return them.
  • Products made to your specification.
  • Gift cards that have been used or whose code has been released.
  • Salon services already fully performed with your consent, such as a cut or colour treatment. An appointment can be cancelled free of charge up to 24 hours beforehand.

Refund

We refund the full amount within 14 days of your notification, including the standard shipping cost you paid on the order. We may wait to refund until we have the product back, or until you have shown that you sent it, whichever comes first.

We refund using the same payment method you used, unless you expressly agree otherwise. There is no charge for the refund itself.

If you chose a more expensive shipping method than our standard delivery, we do not reimburse the difference.

Exchanges

Would you rather exchange than get your money back? That is possible in the shop or by email. Exchanging is a service we offer and is separate from your statutory right of withdrawal.

Guarantee and conformity

You are always entitled to a product that is sound and does what you may reasonably expect of it. If a product is faulty or not in order, tell us. These statutory rights always apply, alongside any manufacturer guarantee.

Complaints

Do you have a complaint? Email info@this-is-happening.nl. We respond within 14 days. If we cannot resolve it together, you can submit your dispute through the European ODR platform: ec.europa.eu/consumers/odr.

Model withdrawal form

(Only complete and return this if you wish to withdraw from the agreement. Using this form is not compulsory.)

To: This is happening, Haarlemmerdijk 40/42, 1013 JD Amsterdam, info@this-is-happening.nl

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 on paper): ..............................
  • Date: ..............................

(*) Delete as appropriate.