Returns & Refunds
RETURNS AND REFUNDS
Geastm | geastm.com
Changed your mind
It happens. A plant looks bigger in your hallway than it did on the screen, or the shade of green is not what you pictured next to your sofa. If your order is not right for you, you can send it back.
Your right to cancel
You have 14 days from the day you receive your order to cancel your purchase, without giving a reason. This is your statutory right of withdrawal under Dutch and European consumer law.
If your order arrives in several parcels, the 14 days start on the day you receive the last item of the order.
How to return something
1. Send us an email at info@geastm.com within 14 days of receiving your order. Include your order number and tell us which items you want to return and whether you are returning the whole order or only part of it.
2. We reply with the correct return address and instructions. Please wait for this email before sending anything back. Our registered address in Vinkeveen is an administrative address, not a warehouse, and parcels sent there cannot be processed.
3. Pack the items well, ideally in the original packaging, and send them back within 14 days of telling us you want to cancel.
4. Keep your proof of postage and your tracking number until your refund has arrived. Until we receive the parcel, that receipt is your evidence that you sent it.
Condition of returned items
You are welcome to unpack an item and look at it properly, in the same way you would handle it in a shop, to decide whether you want to keep it. Please keep any tags attached and keep the original packaging in one piece.
If items come back incomplete, dirty, damaged or used beyond what is needed to inspect them, we may deduct the loss in value from your refund. Outdoor pieces that have already been installed or exposed to the weather cannot be returned as new.
Return shipping costs
The cost of returning an item is for your own account, unless the return is our fault.
If we sent you the wrong item, or the item arrived damaged or faulty, we cover the return cost. Just tell us what happened and send a photo, and we will arrange the return at our expense.
Your refund
Once your return arrives and we have checked it, we refund you within 14 days.
We refund the price of the returned items plus the standard shipping cost of the original order. If you chose insured express shipping, we refund the amount of our standard shipping option. In the case of a partial return, we refund the returned items only.
We refund using the same payment method you used to pay, unless we agree something else with you. You will not be charged for the refund.
Damaged, faulty or incorrect items
If something arrives damaged or is not what you ordered, contact us as soon as possible and at the latest within 48 hours of delivery. Send your order number and a photo of the item and its packaging to info@geastm.com. We will sort it out with a replacement or a refund, and we cover the return cost. Please keep the packaging until the matter is closed.
Exchanges
We do not process direct exchanges, because it is slower for you than the alternative. If you want a different item, return the original for a refund and place a new order for the one you want. That way your new item is on its way immediately instead of waiting for your return to arrive.
Questions
Email: info@geastm.com
Phone: +31 6 57230611 (Monday to Friday)
We would rather solve a problem properly than argue about it. If something is not right, tell us and we will do what we can.