Lendfers BV sells via lendfers.be exclusively to professional partners: shops, interior stores, hotels, hospitality businesses, architects and other companies. This page explains how we handle complaints, returns, cancellations and refunds. It summarises articles 5 to 9 of our General Terms and Conditions of Sale B2B, which you can consult as a partner in your account after logging in and which you accept with every order. If this page and the terms and conditions differ, the terms and conditions prevail.

Because you buy as a business, consumer law — including the 14-day right of withdrawal for distance sales — does not apply. Consumers buy via oscar.luxury and monroe.life, under the terms of those web shops.

In brief

  • Check every delivery on receipt. Report visible damage, breakage, shortages or a wrong delivery within 5 working days.
  • Rugs and hides are checked in full on delivery. For other products, report a hidden defect within 5 working days of discovering it, up to three months after delivery.
  • If your complaint is justified, we repair, replace or credit, and we bear the necessary return costs.
  • We do not take back correctly delivered goods. Nor bespoke or personalised products.
  • Cancellation is only possible with our written consent, against a fee of 10% of the order amount plus the costs we have already incurred.
  • Refunds are made via the payment method of your order, within 30 days.

1. Check your delivery on receipt

Check the shipment on delivery, even if you do not receive it yourself. Note visible damage, breakage or shortages on the carrier’s delivery document and report them immediately to the carrier and to us. Without a reservation on the delivery document, transport damage is difficult to recover afterwards.

Report visible defects, transport damage, shortages and a wrong delivery in writing within 5 working days of delivery via info@lendfers.be, with your order number and photos of the packaging and of the products concerned. After that period, the delivery is deemed accepted.

2. Hidden defects

Rugs and hides are natural products whose characteristics — size, colour, structure, seams and hair — are visible on delivery. They therefore fall exclusively under the check on receipt (point 1) and not under the rules for hidden defects.

For all other products, report a defect that you could not reasonably see on receipt in writing within 5 working days of discovering it or of when you could have discovered it. For defects reported more than three months after delivery, we no longer intervene commercially. Statutory rights that cannot validly be limited remain fully in force.

3. What is not a defect

Our products are handmade in natural materials: sheepskin, cowhide, mouth-blown glass, concrete and wax. Minor, customary variations in colour, pattern, size, thickness, fleece structure, scent intensity and glass or concrete structure are inherent to those materials and are not a defect, as long as they do not materially affect the agreed quality, safety or usability. An expressly agreed colour or size always prevails.

For rugs, a tolerance of up to 5% smaller applies to the total length and to the total width, measured flat from edge to edge on the hair side (not the leather side). A rug that turns out larger than the stated size is not a deviation. Natural hides differ in nuance from lot to lot; a repeat order is therefore never identical to an earlier delivery.

4. How we handle your complaint

  • Email info@lendfers.be with your order number, a short description and photos. We confirm receipt of your complaint.
  • Do not send anything back without our return instructions. We will let you know whether the goods need to come back and how: collection by our carrier or shipment to the address we give you.
  • Pack the goods so that they are protected, in the original packaging if you still have it.
  • If the complaint is justified, we choose between repair, replacement or a credit note, and we bear the necessary return costs.
  • If the product proves to be in order on inspection, or if it concerns a variation as described under point 3, we return it to you and the return costs are for your account.
  • A complaint does not suspend payment of the undisputed part of your invoice.

5. We do not take back correctly delivered goods

Goods delivered in accordance with your order are neither taken back nor refunded — not because of a change of preference, disappointing resale or cancellation by your end customer, and not for standard sizes either. Unsure about a colour, size or scent before ordering? Contact us beforehand; we are happy to help you choose.

6. Bespoke and personalised products

Candles with your own label, logo, scent or format and made-to-measure rugs are made especially for you. We do not take these products back and you can no longer cancel them once the proof has been approved, except in the case of a defect. Errors that were reasonably visible on the proof — text, spelling, logo, colour choice, dimensions — are for your account; approval of a proof does not cover production errors or hidden defects. For bespoke work in natural materials, the result may differ slightly from the proof or the sample.

7. Cancelling an order

An order is final as soon as we confirm it in writing. After that, cancellation is only possible with our written consent. On cancellation, a fixed fee of 10% of the order amount is due, plus the transport and preparation costs we have already incurred; for bespoke work, deposits paid and costs saved are settled. If we ourselves cancel an order without a valid reason, you are entitled to the same fee.

If you do not collect goods within 8 calendar days after we have made them available, we send a reminder with a final period of 8 calendar days. If that also expires, we may treat the order as cancelled or store the goods at your risk, against the actual storage costs, which we communicate in advance.

8. Refunds

When we refund an amount — after a justified complaint, on a cancellation we accept or for goods we ultimately cannot deliver — we do so via the payment method you used for the order: to the card or account you paid with online, or by transfer to the account you paid from. If you paid on invoice, we issue a credit note; if the invoice has already been paid, we transfer the amount.

We refund within 30 days after we have accepted your complaint as justified or, when goods come back, after we have received and inspected them. We confirm every refund by email. If we take back a complete order because of an error on our part, we also refund the shipping costs. If we refund late, you are entitled to the same interest and compensation that apply to late payment of our invoices (article 9 of the terms and conditions).

Not received a refund within that period? First check your account — a refund to a card can take a few working days — and then contact us at info@lendfers.be.

9. Disputing an invoice

A complaint about the invoice itself — amount, VAT or details — must be reported in writing within 8 calendar days of receipt, stating the invoice date and number. Such a dispute is separate from a complaint about the delivered goods, which is handled under points 1 to 4.

10. Contact

Lendfers BV — Dumortierlaan 115, 8300 Knokke-Heist, Belgium — company and VAT number BE 0880.438.316 — info@lendfers.be — +32 474 73 66 33 (also via WhatsApp). Office, workshop and warehouse: Vaartkant Rechts 6G, 2960 Brecht. Please quote your order number with any question about a delivery or a complaint; we will then get back to you as soon as possible.

Version 1.0 — 29 September 2026. This page accompanies version 1.1 of the General Terms and Conditions of Sale B2B of Lendfers BV.