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Terms and Conditions

1. Overview
  • These Terms & Conditions (“Terms”) govern your access to and use of the Kenz Ellaey website and services (“we,” “us,” “our”). By browsing or purchasing, you agree to these Terms.
2. Eligibility & Account
  • You must be at least 18 years old or have parental consent.
  • You are responsible for maintaining confidentiality of your account credentials.
3. Orders & Acceptance
  • All items are subject to availability & confirmation.
  • An order becomes a binding Agreement upon email confirmation or dispatch.
  • Product colors and patterns may vary due to display differences or production batches.
4. Made to order and Custom Items

  • Certain products offered by Kenz Ellaey are made-to-order or customized according to your specifications. In accordance with Article 16(c) of the EU Consumer Rights Directive, these items are excluded from the right of withdrawal.

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    This means that made-to-order items  including but not limited to tailored garments, personalized ponchos, or any product produced specifically for an individual customer cannot be returned or exchanged, unless the item is defective or incorrect.

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    We encourage you to review all product details and sizing information carefully before placing your order. Should you have any questions, our team is here to assist you.

5. Product Information & Pricing
  • Prices include VAT (for EU purchases) but exclude shipping unless stated.
  • We reserve the right to change prices—confirmed orders are honored at the price stated.
6. Payment
  • Accepted methods: iDEAL, Credit Card (Visa, MasterCard, AMEX), PayPal.
  • Payment is due at checkout.
  • Late payments may lead to order cancellation and collection fees.
7. Shipping & Delivery
  • Orders are processed within 1–3 business days.
  • Locations served:
    • Netherlands & EU: delivery in 2–7 business days
    • Rest of world: 7–14 business days
  • Shipping costs and delivery times are provided during checkout.
  • Tracking information is emailed upon dispatch.
8. Taxes & Customs
  • EU orders: VAT included; no additional charges.
  • International orders: duties/taxes may apply; final customer responsibility.
9. Changes & Cancellations
  • Changes or cancellations can only be made before dispatch.
  • After dispatch, please return the order using our Returns Policy.
10. Returns & Refunds
  • You have a 14-day cooling-off period after reception to return items.
  • Return them unused, with labels and original packaging.
  • Shipping costs for returns are usually at your expense.
  • Refunds are issued within 10 business days after receipt and inspection.
11. Exchanges
  • We do not process direct exchanges. Please return the original item and place a new order.
12. Faulty Items & Complaints
  • Report damaged or incorrect items within 7 days.
  • Provide photos via email; we will offer replacement or refund as appropriate.
13. Retention of Title
  • Ownership remains with us until full payment is received.
14. Intellectual Property
  • All content—images, text, designs—is owned by Kenz Ellaey. Permission needed for any reuse.
15. Limitation of Liability
  • We are not liable for indirect or consequential damages.
  • Maximum liability is the order value.
16. Force Majeure
  • We are not liable for performance delays due to events beyond our control (e.g., strikes, natural disasters, pandemics).
17. Changes to Terms
  • Updated Terms will be posted on the website with a new effective date. Previous orders remain under the Terms at the time of purchase.
18. Governing Law & Dispute Resolution 
  • Dutch law applies. Disputes fall under the Amsterdam courts.