Returns & right of withdrawal

1. Your right of withdrawal

An Ombra order is covered by two separate arrangements. One is the law, which we cannot and do not limit. The other is our own return policy, which goes further than the law in time but attaches conditions the law does not impose.

The statutory 14 days (consumers)

If you buy as a consumer at a distance — through this website, by email or by telephone — European consumer law, as implemented in the Dutch Civil Code (Burgerlijk Wetboek, Book 6), gives you 14 days to withdraw from the contract without giving any reason and without penalty.

• The period starts the day after you, or a third party you designate other than the carrier, take physical possession of the goods.
• If your order is delivered in more than one shipment — for example a pergola and its sun shades arriving separately — the period starts the day after the last part arrives.
• You do not have to give a reason, and no fee may be charged for withdrawing.
• You do pay the cost of returning the goods (section 5), and you may be liable for any reduction in their value if you handled them more than was necessary (section 4).

This right belongs to consumers. It does not apply to purchases made in the course of a business or profession, including our commercial projects.

Ombra's 30-day return window

On top of the statutory right, and entirely voluntarily, Ombra accepts returns for up to 30 days after delivery, provided the system is:

• uninstalled — not assembled, drilled, anchored, wired or cut;
• complete, with all profiles, fixings, remotes and documentation;
• in its original packaging, on its original pallet where it was delivered on one.

This is a commercial policy, not a statutory right. It lasts longer than the law requires and it can be changed for future orders, but it never reduces the statutory right described above.

Which one applies

	Statutory withdrawal	Ombra 30-day policy
Window	14 days from delivery	30 days from delivery
Who	Consumers only	Consumer orders on the conditions above
Reason needed	No	No
Condition of the goods	May be unpacked and inspected; diminished value may be deducted	Uninstalled, complete, original packaging
Cost of returning	Paid by the customer	Paid by the customer
Outbound delivery cost	Standard delivery charge is refunded	To be confirmed by Ombra
Send the goods back	Within 14 days of your notice	Within 14 days of your notice

In practice. During the first 14 days after delivery the statutory right is the stronger of the two, and it is the one to rely on: it applies even if the kit has been unpacked and handled. From day 15 to day 30 only our own policy is available, and its conditions apply in full — an assembled pergola or a kit without its packaging can no longer go back. Where the two overlap, the statutory right prevails; nothing on this page limits it.

2. How to withdraw

Tell us before the window closes. Sending the notice in time is enough — the goods themselves may follow afterwards.

By email

Write to studio@ombraoutdoor.nl. Any clear statement is valid; you are not obliged to use a particular form. To let us act on it straight away, please include:

• your order number and the date of the order;
• the date you received the goods;
• which items you are withdrawing from — the whole order or part of it;
• your name, address and telephone number.

By model form

You may instead complete the model withdrawal form in section 3 and send it to us by email, or by post to: Ombra Outdoor Systems, De Maas 14, 5684 PL Best, the Netherlands.

What happens next

We confirm receipt of your withdrawal by email, normally within one working day, and tell you how the goods should travel back (section 5). If you have not heard from us within one working day, call +31 499 55 01 20 — Monday to Friday, 08:30–17:00.

Before your order is confirmed

Checkout on this site is an order request: you submit a request, we confirm it by email within one working day, and no online payment is taken at that point. The contract comes into being with our confirmation. Before then there is nothing to withdraw from — simply reply to us and say you no longer want the order, and it lapses at no cost. The same applies to an order that has been confirmed but has not yet shipped: tell us and we will cancel it rather than put you through a return.

3. Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract. It is the standard European model form (modelformulier voor herroeping).

You may print this page and post the form, or copy the wording into an email to studio@ombraoutdoor.nl. A form sent by email needs no signature.

4. Condition of the goods and your liability for diminished value

You may handle and inspect the goods as you would in a shop: open the packaging, look at the profiles, check the finish, count the parts and read the manual. Handling of that kind never costs you anything.

Anything beyond inspection may reduce the value of the goods, and we may deduct that reduction from your refund. In practice this means:

• assembling the frame, drilling into profiles, anchoring posts, or wiring a motor;
• cutting, tensioning or marking screen or shade fabric;
• removing protective film, or scratching and marking the powder coating;
• discarding the pallet, crates or inner packaging, so the kit cannot travel safely;
• losing fixings, remotes, brackets or documentation.

If we do apply a deduction, we tell you the amount and the reason in writing before it is taken off your refund.

Practical advice. Keep the pallet and all packaging until you are certain you are keeping the system. Leave protective film in place. Keep the labelled fixing bags closed. If you decide to return, photograph the parts before repacking — it protects both of us if anything is damaged in transit.

Under our voluntary 30-day policy the threshold is stricter: an installed or partly installed system, or one without its original packaging, cannot be returned under that policy at all. Within the statutory 14 days it can still be returned, subject to the deduction for diminished value described above.

5. Return shipping

The cost of returning the goods is yours. Given the size and weight of our systems, this is not a parcel you drop at a service point — please contact us before you book anything.

• Pergola kits are palletised and heavy. A Pergola Mezzo or Piano leaves our factory on one or more pallets and needs a pallet carrier, not a parcel service. Email studio@ombraoutdoor.nl and we will arrange collection with our own carrier and pass on the actual cost, or confirm the details if you prefer to arrange transport yourself.
• Sun shades are smaller but long. At 3–6 m the cassette must travel in its original tube or crate; without it, damage in transit is near certain.
• Risk stays with you until the goods reach us. Use a traceable service and keep the proof of dispatch — it is also what lets us start your refund before the goods arrive (section 6).
• Send goods back within 14 days of giving your withdrawal notice.

The cost depends on the carrier, the number of pallets and your location. We confirm it in writing before collection is booked, so you always know the amount in advance.

6. Refunds

• Within 14 days of the day we receive your withdrawal notice.
• Same payment method you used for the original transaction, unless you expressly agree otherwise. A refund never carries a fee.
• We may wait until the goods are back with us, or until you have shown proof that you have sent them, whichever comes first.
• Standard delivery is refunded on a statutory withdrawal: where you paid a delivery charge on an order below €1,500, that charge is refunded with the purchase price. Orders of €1,500 and above ship free, so there is nothing to refund. The extra cost of any delivery option more expensive than our standard service is not refunded.
• Deductions for diminished value (section 4) or for return transport we arranged on your behalf (section 5) are itemised on the refund.

Because checkout is an order request and no payment is taken online, a refund only arises where you have already paid our invoice. If the invoice is still open, we cancel it instead and nothing is charged.

7. Exceptions

Where the statutory right does not apply

Dutch and European consumer law lists a small number of contracts to which the right of withdrawal does not apply. For our range, the relevant ones are:

• Goods made to your specifications or clearly personalised. This exception does not apply to anything sold through this webshop. Every system here is a standard ready-to-assemble kit in a catalogue size and a catalogue finish — Anthracite RAL 7016, Anthracite with white louvers (RAL 7016 – RAL 9010), or White RAL 9010 — and the configurator only selects between standard variants, which does not make a product bespoke. Consumers therefore keep the full statutory right on everything in the shop. If Ombra were ever to quote a genuinely bespoke system — for example a span quoted on request rather than ordered from the catalogue — that would be stated expressly before the order request is submitted. This matches section 5.4 of our terms and conditions.
• Goods that after delivery are inseparably mixed with other items — for example a frame set into a foundation poured around it.
• A service fully performed with your prior express consent, where you acknowledged that you would lose the right of withdrawal once it was complete — for example an installation carried out at your request before the 14 days expired.

Where the 30-day policy does not apply

• systems that have been installed or partly installed;
• goods returned without their original packaging, or incomplete;
• goods damaged after delivery for a reason not attributable to us;
• any genuinely bespoke system quoted separately, as described above.

None of these exceptions affects your rights if the goods turn out to be faulty or not as described. That is a different matter — see the next section.

8. Warranty claims are a separate matter

Withdrawal is about changing your mind. A warranty claim is about something being wrong. They follow different routes, and a lapsed return window has no effect on a warranty.

• 5 years structural on the aluminium frame.
• 2–5 years on motors and electrical components, depending on the component.

The full conditions, and what each period covers, are set out in our terms and conditions. Separately from any commercial warranty, Dutch law gives you conformity rights: the goods must be what you could reasonably expect from them. Our warranty is offered in addition to those rights and does not limit them.

Reporting a fault

Email studio@ombraoutdoor.nl with your order number, photographs of the problem and — for a motor or controller — the label or serial number. We reply within one working day and aim to resolve a warranty claim within 14 days, or tell you why it will take longer.

Complaints and disputes

If something is not resolved to your satisfaction, write to us first at studio@ombraoutdoor.nl. Ombra is not affiliated with a trade association or a certified out-of-court dispute scheme, and this page does not claim otherwise. If we cannot reach agreement, a consumer may bring the dispute before the competent Dutch court; consumers buying from another EU country can obtain free guidance from the European Consumer Centre in their own country.

The European Commission's online dispute resolution (ODR) platform, formerly at https://ec.europa.eu/consumers/odr/, stopped accepting new complaints in July 2025 and is no longer a usable route, so we do not point you to it.

Contact

Seller	Ombra Outdoor Systems ("Ombra")
Address	De Maas 14, 5684 PL Best, the Netherlands
Email	studio@ombraoutdoor.nl
Phone	+31 499 55 01 20
Phone & email hours	Mon–Fri 08:30–17:00 · Sat 10:00–16:00
Website	https://ombraoutdoor.nl
Chamber of Commerce (KVK)	[KVK-NUMMER]
VAT number	[BTW-NUMMER]

Template version of 21 August 2026. Ombra must date and version this page on publication, and record the version that applied to each order.