B2B Refund and Return Policy

1.1 Amstel Linens supplies products primarily under business-to-business agreements.

1.2 Business customers do not have an automatic consumer cooling-off or change-of-mind return right.

1.3 Products may only be returned with prior written approval from Amstel Linens.

1.4 Accepting a return on one occasion does not require Amstel Linens to accept similar returns in the future.

Amstel Linens may approve a return where:

• incorrect products were supplied;
• the quantity supplied is materially different from the confirmed order;
• the products have a verified manufacturing defect;
• the products materially fail to meet the written approved specification; or
• Amstel Linens has expressly agreed in writing to accept a commercial return.

Amstel Linens may choose to repair, replace, reproduce, credit, discount, or refund the affected products, depending on the circumstances.

Unless defective or incorrectly supplied, the following products cannot normally be returned:

• custom-made products;
• custom-sized products;
• embroidered, printed, monogrammed, labelled, or branded products;
• products manufactured in a customer-selected colour or specification;
• specially sourced products;
• clearance products;
• approved samples;
• products that have been washed;
• used products;
• products exposed to guests or operational use;
• products with opened or damaged hygienic packaging;
• altered, repaired, relabelled, or repackaged products;
• products damaged through incorrect storage, handling, laundering, chemicals, machinery, or use; and
• products that cannot be resold as new.

4.1 Visible defects, shortages, or incorrect products must be reported within five business days after delivery.

4.2 Transport damage should be recorded on the carrier’s delivery document and reported as soon as possible.

4.3 The Customer must provide:

• the order or invoice number;
• the product name;
• the affected quantity;
• a description of the issue;
• clear photographs or videos;
• photographs of packaging and labels; and
• any other information reasonably requested.

4.4 The Customer must keep the affected products unused, unwashed, securely stored, and available for inspection.

5.1 The Customer must obtain written return authorisation before returning products.

5.2 Amstel Linens will provide:

• the approved return quantity;
• the designated return address;
• packaging instructions;
• the approved carrier or shipping method, where applicable; and
• confirmation of who is responsible for the return costs.

5.3 Returns must be sent to the Netherlands warehouse or another address specifically provided by Amstel Linens.

5.4 Products sent to a supplier, factory, office, or other address without written instructions may be refused.

Once a return has been approved, the Customer may choose between the following options:

Customer-Arranged Return

The Customer may arrange the return using an approved, insured, and traceable carrier.

The Customer must provide the tracking number, collection confirmation, shipping documents, and proof that the shipment has entered return transit.

Amstel Linens-Arranged Return

The Customer may ask Amstel Linens to arrange collection or return transportation.

Unless the return is caused by a verified error or defect for which Amstel Linens is responsible, the collection and transportation costs may be:

• paid by the Customer in advance;
• deducted from the refund; or
• invoiced separately.

7.1 Production dates and delivery dates are estimates unless a guaranteed delivery deadline has been expressly confirmed in writing.

7.2 Delays caused by LCL consolidation, vessel schedules, transshipment, port congestion, customs, carriers, inspections, weather, strikes, or other circumstances outside the reasonable control of Amstel Linens do not automatically create a right to cancel or receive a refund.

7.3 LCL orders may take approximately 20 to 30 days longer than FCL orders. A typical FCL shipment may require approximately 35 to 45 days, while an LCL shipment may require approximately 60 days or longer.

7.4 If Amstel Linens exceptionally agrees to accept a return because the shipment arrived later than the estimated delivery period, the Customer must:

• accept delivery of the products;
• keep the products unused, unwashed, unopened, and securely stored;
• obtain written return authorisation;
• return the approved products to the designated Netherlands warehouse; and
• comply with the return shipping instructions.

7.5 A delayed shipment cannot be treated as abandoned, refused, or automatically refunded without written agreement from Amstel Linens.

7.6 Refusing delivery without authorisation may result in storage, redelivery, return-freight, customs, demurrage, destruction, or other charges being deducted from any amount otherwise refundable.

8.1 No refund will be issued before the return has been approved in writing.

8.2 For an approved return, the refund process will begin only after:

• the products have been collected by the approved carrier or handed to the approved carrier;
• tracking or shipping documents confirm that the products are in return transit; and
• the Customer has supplied all required return documentation.

8.3 The refund remains conditional on the returned products arriving in the agreed condition and quantity.

8.4 Amstel Linens may temporarily retain a reasonable part of the refund until the returned products have been received and inspected.

8.5 If the returned products are incomplete, used, washed, damaged, incorrectly packaged, or different from the approved return, Amstel Linens may:

• reduce the refund;
• charge repair or repackaging costs;
• refuse the affected part of the return; or
• return the products to the Customer at the Customer’s cost.

8.6 After inspection, any remaining refund or adjustment will normally be completed within 14 business days.

9.1 Where Amstel Linens is responsible for supplying defective or incorrect products, an approved refund may include the purchase price of the affected products and reasonable approved return costs.

9.2 Where a non-defective return is accepted as a commercial exception, the following may be deducted:

• outbound delivery costs;
• return transportation;
• customs or import charges;
• insurance;
• storage;
• inspection;
• repackaging;
• handling;
• payment-processing charges that cannot be recovered; and
• an agreed restocking charge.

9.3 Import duties, VAT, customs charges, brokerage charges, demurrage, detention, and taxes paid directly to government authorities or third parties are not refundable by Amstel Linens unless Amstel Linens expressly collected and agreed to refund them.

9.4 Refunds will normally be made using the original payment method or by bank transfer to an account held in the Customer’s registered business name.

10.1 Amstel Linens may offer replacement products, reproduction, repair, a credit note, or a partial commercial discount instead of a monetary refund.

10.2 Replacement production and delivery times will depend on product availability, manufacturing schedules, quantities, and shipping methods.

10.3 Credit notes may be applied against a future order where agreed with the Customer.

11.1 Until the return reaches the designated return location, the party responsible for arranging the return carries the transport risk unless otherwise agreed.

11.2 Products must be packaged properly for international or domestic transportation.

11.3 The Customer will be responsible for return damage caused by insufficient packaging, moisture exposure, contamination, incorrect palletisation, or improper handling.

All complaints, return requests, refund requests, and product claims must be submitted in writing to info@amstellinens.com.

Customers must include the relevant quotation, order, proforma invoice, or commercial invoice number in all correspondence.

Products must not be returned to the registered address unless Amstel Linens has expressly confirmed this address in the written return authorisation.

The designated return warehouse address and shipping instructions will be provided after the return has been approved.