Return & Refund Policy

We want you to be fully satisfied with your purchase. Please review our return and refund policy below to understand your rights and responsibilities.

Product Inspection After Delivery

Please inspect your item immediately after delivery. If the product is damaged, defective, or incorrect, contact us within 3 working days of receiving your order.

Email us at: venlo@thehouseofconcepts.sunrisecloud.com

Return Policy

If your order does not meet your expectations, you may return the item within 14 days of receipt.

  • Return shipping costs are the responsibility of the customer
  • Installation or additional service costs are non-refundable
  • Comfort delivery fees are also non-refundable

Return Address

Medra b.v. Collectione
Floralaan 15
5928 RD Venlo
The Netherlands

Return Conditions

To be eligible for a refund, returned items must meet the following conditions:

  • Items must be in original condition
  • Items must be unused, unmodified, and undamaged
  • Items must be returned in original packaging, including all internal packaging materials
  • If the item includes protective bubble wrap, it must be included
  • Outer packaging must not be written on or damaged
  • Invoice or a copy of the invoice must be included

The invoice can be found in your order confirmation email.

Refund Process

Once we receive and inspect your returned items, your refund will be processed within 7 days, provided all return conditions are met.

Important Notes for Customers

  • Returns will not be accepted if items have been used, altered, or damaged after delivery
  • Products returned without original packaging may not be eligible for a refund

Conditions for Resellers (Collectione)

If you are a reseller of Collectione products, please follow these guidelines:

  • Products may only be displayed and sold on your own website
  • Selling on third-party platforms (such as Facebook or Instagram) requires prior approval
  • Product images may only be used with permission
  • Unauthorized use of product or lifestyle photography is prohibited
  • Product names and barcodes must be changed to protect brand identity
  • Returns from end-consumers due to incorrect choice (size, color, preference) are not accepted
  • Return shipping costs for end-consumers are their responsibility