Terms of service

 

TERMS & CONDITIONS
Milou Broersen Ceramics & Design
Last updated: 4 August 2026

1. About Us

Welcome to Milou Broersen Ceramics & Design. Our webshop (miloubroersen.com, the “Website”) is operated by us:
Company: Milou Broersen Ceramics & Design
Address: Doctor Jan van Breemenstraat 1A, 1056 AB Amsterdam, Netherlands
KVK: 66399556
VAT:  NL002305734B65
Email: hi@miloubroersen.com

2. Scope

These Terms & Conditions (“Terms”) apply to all purchases of our handmade ceramic products (“Products”). By placing an order, you agree to these Terms. Please read them carefully.

3. Placing an Order

  • Orders can be placed via our website.

  • Please make sure your contact and delivery details are complete and correct. Mistakes should be reported immediately to hi@miloubroersen.com.

  • After placing an order, you'll receive an order acknowledgment email. This confirms we've received your order, but it is not yet our acceptance of it.

  • Your order is confirmed once we send a shipping confirmation email with tracking information — this is when the purchase contract is formed.

  • Payment is taken at checkout, before that confirmation. If we're unable to confirm your order — for example, if an item turns out to be unavailable — we'll let you know and refund any payment already made in full.

  • If part of your order is out of stock, we'll inform you and proceed with the rest of your order.

4. Prices & Payment

  • Prices include applicable EU VAT. Orders shipped outside the EU may be subject to customs duties, taxes, or import fees, these are your responsibility.

  • Delivery charges are added at checkout.

  • Payment must be made in full before dispatch. We accept the payment methods shown on our Website.

  • If a pricing error occurs, we'll contact you to offer the correct price or the option to cancel your order.

5. Delivery

  • We currently ship to the countries listed at checkout on our Website. PO Box addresses are not accepted.

  • Delivery is via our chosen courier. We aim to ship promptly but cannot guarantee exact delivery dates.

  • Orders may arrive in multiple parcels at no extra cost.

  • Risk of loss or damage during transit is ours, up until the product is delivered to you. Ownership of the product transfers to you once we've received full payment.

6. Products

  • Product images are for illustration; actual items may vary slightly in colour, texture, or shape due to their handmade nature. Minor variations like this are not considered defects.

Once you've purchased and received a product, it's yours to use, gift, or resell as you wish. We only ask that you don't present our products as your own original designs, or resell them in bulk under our name as if you were an authorised retailer, without our prior written agreement.

7. Right of Withdrawal (Cooling-Off Period)

If you're a consumer based in the EU, you have the right to withdraw from your order within 14 days of receiving your product, without giving any reason.

This 14-day right doesn't apply to items that are genuinely personalised or made to your specifications — for example, a piece with custom engraving, or a colour or finish you specifically chose for that order. It does apply to standard items from our regular collection, even if we only produce them after you order, and even if you bought them at a discounted or sale price.

How to withdraw:
Email us at hi@miloubroersen.com within 14 days of receiving your order to let us know you'd like to withdraw. You can use the model withdrawal statement at the end of these Terms, or simply describe your order and that you wish to return it.

Sending the product back

  • Return the product in its original, undamaged condition, packaged well enough to survive transit.

  • You're responsible for the cost of return shipping. We strongly recommend using a tracked service and keeping proof of postage, since the product remains your responsibility until we receive it.

Refunds
Once we've received your returned product (or you've provided proof that you've sent it back), we'll refund the price you paid for the product plus the standard delivery cost you originally paid, within 14 days. If you chose a faster or more expensive delivery option than our standard option, we'll refund the cost of our standard option only. Return shipping costs are not refunded.

8. Faulty Products (Legal Guarantee)

As a consumer, you have a legal right to receive products that conform to your order — meaning they match the description, are fit for purpose, and are of satisfactory quality, allowing for the natural variation of handmade ceramics. This legal guarantee lasts 2 years from delivery. If a fault appears within the first year, the law presumes it was already there at delivery, unless we can show otherwise.

Please let us know as soon as you notice a problem — ideally with a description and photo — by emailing hi@miloubroersen.com. The sooner you tell us, the easier it is for us to help.

If a product is faulty, you can generally choose between having it repaired or replaced, unless that's impossible or would cost us disproportionately more than the alternative. If repair or replacement isn't possible, takes too long, or causes you significant inconvenience, you're entitled to a price reduction or a full refund instead.

Minor natural variations that come from the handmade nature of our ceramics — small differences in colour, texture, or shape — are part of the product's character, not a fault.

9. Returns & Exchanges

See the Right of Withdrawal and Faulty Products sections above for how to return an order or report an issue.

For exchanges, the simplest approach is to return your item under the Right of Withdrawal above and place a new order for the item you'd prefer.

For orders of €250 or more, we recommend photographing the parcel before opening it, in case you need to make an insurance or shipping-damage claim. This isn't required, but it helps us resolve any issue faster.

10. Limitation of Liability

Our products are intended for personal, domestic use. We are not liable for indirect or consequential losses, such as loss of income or business.

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be limited or excluded under Dutch or EU law.

11. Force Majeure

We are not liable for delays or failures to perform caused by circumstances beyond our reasonable control, such as natural disasters, strikes, or courier delays.

12. Miscellaneous

  • This contract is binding and cannot be transferred by you to someone else.

  • We may transfer or subcontract our rights and obligations under this contract.

  • If we don't enforce a right under these Terms on one occasion, that doesn't mean we waive it for the future.

13. Governing Law

These Terms are governed by Dutch law. Any disputes will be submitted to the competent Dutch courts, without prejudice to any mandatory right you have, as a consumer, to bring proceedings in the courts of your own country of residence within the EU.

14. Privacy

Our Privacy Policy explains how we collect and use your personal data. You can find the current version here: Privacy Policy.

15. Contact

Email: hi@miloubroersen.com

© 2026 Milou Broersen Ceramics & Design