Last updated: 6th July 2026
1. Who we are
Studio Francesca Müller (“we”, “us”), a sole proprietorship (eenmanszaak) registered in the Netherlands under KvK number [•], VAT/BTW number [•], registered address [•], contactable at [email].
These terms apply to all offers, orders, and agreements made through [website URL] for the purchase of rugs and related textile products (“Products”).
2. Products and orders
2.1 Our rugs are produced [to order / partly to order — specify], based on the specifications (size, colorway, design) you select at the time of order.
2.2 A binding agreement is formed once we send you an order confirmation by email.
2.3 We reserve the right to refuse or cancel an order, for example in case of stock issues, pricing errors, or production capacity, in which case any payment made will be refunded in full.
3. Prices and payment
3.1 All prices are shown in [EUR], inclusive of applicable VAT, exclusive of shipping unless stated otherwise.
3.2 Payment is due in full at the time of order, unless otherwise agreed in writing.
4. Production and delivery
4.1 Estimated production and delivery times are indicated at checkout or in your order confirmation. These are estimates, not guaranteed deadlines, given the handmade/made-to-order nature of the Products.
4.2 Risk of loss or damage passes to you upon delivery to the address you provided.
5. Cancellation
5.1 Because each rug is manufactured to your specific order (size and/or colorway selected by you), the statutory 14-day right of withdrawal under Dutch/EU consumer law does **not** apply to these Products (Art. 6:230p sub c BW / Art. 16(c) Directive 2011/83/EU), as they qualify as goods made to consumer specifications.
5.2 As a courtesy, you may cancel your order free of charge at any time **before production has started**. You will receive a full refund.
5.3 Once production has started, cancellation is no longer possible, and no refund will be given, as materials and labour have already been committed to your specific order.
6. Colour and material variation
6.1 Our rugs are produced using [natural fibers / hand-dyeing / digital printing — specify], and are part of a broader design system. As a result, minor variations in colour, tone, or pattern placement between what is shown on screen and the delivered Product are inherent to the production process and are not considered a defect. Such variation is not a valid basis for return or refund.
6.2 This does not affect your statutory rights where a Product is genuinely defective or materially deviates from the specifications you ordered (see Section 7).
7. Statutory warranty (non-conformity)
7.1 Regardless of Sections 5 and 6, you retain your statutory right under Dutch law (Art. 7:17 BW) to a Product that conforms to the agreement. If a Product is defective or materially different from what you ordered — for example due to a manufacturing fault, damage in transit, or an error on our part — please contact us within a reasonable time after discovery, with photos and your order number.
7.2 In such cases, we will offer repair, replacement, or a refund, and **we will bear the cost of return shipping**. This is separate from, and not limited by, the cancellation terms in Section 5 or the colour/variation terms in Section 6.
8. Returns (where applicable)
8.1 For any Product return not covered by Section 7 (i.e. not a defect or non-conformity claim, and only where a return is otherwise agreed or legally required — e.g. stock items under Section 5’s carve-out), the direct cost of returning the Product is borne by the customer.
8.2 Returned items must be unused, undamaged, and in original packaging where possible.
9. Liability
9.1 Our liability is limited to the purchase price of the relevant Product, except in cases of intent or gross negligence, or where liability cannot be limited under mandatory Dutch/EU law.
10. Intellectual property
10.1 All designs, patterns, and artwork are protected under Dutch copyright law (Auteurswet) and remain the property of Studio Francesca Müller. Purchase of a Product does not transfer any design or reproduction rights.
11. Complaints and disputes
11.1 Complaints can be submitted to francesca.mueller@gmx.de. We aim to respond within 2 business days.
11.2 These terms are governed by Dutch law. Disputes will be submitted to the competent court in The Netherlands, without prejudice to your right as a consumer to bring proceedings before the court of your own place of residence within the EU, or to use the EU Online Dispute Resolution platform (ec.europa.eu/consumers/odr).