Returns & Right of Withdrawal Policy

Last updated: 10 October 2026

At Arynzo, each order is prepared with care, and many of our products are personalised especially for you. This policy explains when products can be returned, when the statutory right of withdrawal applies, and what to do if there is a problem with your order.

This policy applies to eligible purchases made from Arynzo, including orders placed through our website, social media channels, WhatsApp, or other direct ordering methods offered by Arynzo.

1. Personalised and Made-to-Order Products

Many Arynzo products are created according to your individual specifications, for example by adding a name, date, photograph, message or other personalisation chosen by you.

Under Dutch and EU consumer law, the statutory right of withdrawal does not apply to goods that are made according to the consumer's specifications or are clearly personalised.

This means that personalised products cannot normally be returned or exchanged simply because you have changed your mind.

Please check all names, dates, spelling, photographs and other personalisation details carefully before submitting your order.

If you notice a mistake after placing your order, contact us as soon as possible. If production has not yet started, we will do our best to make the requested change. Once production has begun, changes or cancellations may no longer be possible.

2. Non-Personalised Products

For eligible non-personalised products purchased at a distance, consumers generally have the statutory right to withdraw from the purchase within 14 days after receiving the product, without having to provide a reason.

To exercise your right of withdrawal, you must clearly inform Arynzo of your decision within the applicable withdrawal period.

You may do this using our Right of Withdrawal form available on the Arynzo website, or by contacting us directly:

Email: moments@arynzo.com
WhatsApp: 06 33028116

You are not required to provide a reason for exercising your statutory right of withdrawal.

After notifying us of your withdrawal, you must return the product within 14 days in accordance with the return instructions provided.

3. Online Right of Withdrawal Form

Where the statutory right of withdrawal applies, you can notify Arynzo of your decision using our Right of Withdrawal form available on our website.

The form asks for your name, email address, order number and the product(s) you wish to withdraw. You do not need to provide a reason for your decision.

After submitting the form, a confirmation message will be displayed confirming that your withdrawal request has been received. We will then contact you using the email address provided with your request with the next steps and return instructions.

Using the online form is optional. You may also exercise an eligible right of withdrawal by making another clear statement to Arynzo, including by email or WhatsApp.

Please note that the statutory right of withdrawal does not generally apply to products made according to your individual specifications or products that are clearly personalised, as explained in Section 1.

4. Condition of Returned Products

You may inspect an eligible product as you reasonably would in a physical shop to determine its nature, characteristics and functioning.

You may be responsible for any reduction in the product's value resulting from handling beyond what is necessary for this purpose.

Where reasonably possible, please return the product securely packaged to prevent damage during transport.

5. Return Shipping Costs

Unless the product is defective, damaged, incorrect or we have agreed otherwise, the direct cost of returning an eligible product following a change of mind is the responsibility of the customer.

Please notify us of your withdrawal or return before sending the product so that we can provide the appropriate return instructions and return address. For eligible withdrawals, you may use our Right of Withdrawal form, email or WhatsApp.

Do not send a return without first contacting Arynzo.

6. Refunds

When a valid right of withdrawal is exercised, we will refund the payments that we are legally required to reimburse, including the standard outbound delivery cost where applicable under consumer law.

If you selected a more expensive delivery method than our standard delivery option, any additional delivery cost above the standard rate does not have to be refunded.

Refunds will be made using the same payment method used for the original transaction unless otherwise agreed.

We may wait to issue the refund until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first, where permitted by law.

7. Damaged, Defective or Incorrect Products

Your statutory rights remain fully applicable to personalised and non-personalised products.

If your order arrives damaged, has a manufacturing defect, or you receive a product that does not correspond with what you ordered, please contact us as soon as reasonably possible.

Please provide:

  • Your name and order number;

  • A description of the problem; and

  • Clear photographs of the product and, where relevant, its packaging.

This helps us assess the problem and find an appropriate solution as quickly as possible.

Depending on the circumstances and your statutory rights, an appropriate solution may include repair, replacement or refund.

8. Errors in Personalisation

If Arynzo makes an error when producing your personalisation — for example, we misspell a name that you supplied correctly — please contact us so that we can correct the issue.

However, Arynzo is not responsible for personalisation errors resulting from incorrect information supplied by the customer.

For example, if the name “Sophie” is submitted with the order and we produce “Sofie”, this is our error.

If “Sofie” is submitted with the order and the product is produced as “Sofie”, the product has been made according to the information provided and this would not constitute a production error by Arynzo.

We therefore strongly recommend checking all personalisation details before confirming your order.

9. Cancellations

For non-personalised products, your statutory cancellation and withdrawal rights apply.

For personalised products, please contact us immediately if you wish to cancel your order.

If production has not yet begun, we may be able to cancel the order and issue a refund.

If production has already begun, cancellation may no longer be possible because the product is being created specifically according to your requirements.

10. Exchanges

Personalised products cannot normally be exchanged unless there is a defect, production error or other issue for which Arynzo is responsible.

For eligible non-personalised products, please contact us if you would prefer an exchange. Depending on the circumstances, we may process this as a return and new order.

11. Statutory Consumer Rights

Nothing in this policy limits or excludes rights that consumers have under mandatory Dutch or EU consumer protection law.

The exclusion of the right of withdrawal for personalised products does not remove your rights if a personalised product is defective, damaged, incorrectly produced or otherwise does not conform to the agreement.

12. Contact

If you have questions about a return, cancellation, refund or problem with an order, please contact:

Arynzo
Email: moments@arynzo.com
WhatsApp: 06 33028116
Website: www.arynzo.com

Please contact us before sending a return so that we can provide the correct return instructions.