Cancellation Policy | Dematerialized

Last revised and effective date: 17 December 2025

At Dematerialized, we believe in flexibility and transparency. This Cancellation Policy explains how you can cancel your membership, rentals, reservations, or other orders made through our online platform or store.

By using our services, you agree to this policy in addition to our Terms & Conditions and Return Policy.

1. Membership Cancellations

You can cancel your membership at any time by contacting us at memberships@dematerialized.nl.
Cancellations take effect at the end of your current billing cycle. You will continue to have access to your membership benefits, including rentals and Store Credits, until that date.
We do not issue partial refunds for unused days or unused Store Credits.
Any active rentals must be returned on or before the date on which your cancellation takes effect. Alternatively, you may choose to purchase these items at the usual discounted rate for current rental items (50% off retail price).
If rented items are not returned or purchased by the effective cancellation date, Dematerialized reserves the right to charge the replacement value of each item to the card on file (i.e., your stored payment method).
Upon cancellation, all remaining Store Credits are automatically forfeited and cannot be refunded, transferred, or reinstated, even if you reactivate your membership later.
After cancellation, your account information remains accessible for up to 12 months in case you wish to reactivate your membership, but your prior Store Credit balance will not be restored.

2. Membership-Level Differences

Basic Members:

Basic members can rent only from items currently available in-store.
Basic members do not have access to the online reservation system but may use their account to purchase items they are currently renting, view their rental history, among other account priviledges.

Premium Members:

Premium members may rent any available in-store items and make online reservations for specific pieces from the full collection.
Reserved items will be prepared and available to try on in-store based on the time of reservation, typically within two business days.
Items will be held for up to three (3) days from the date they become available in store.
Reservation Cancellations:
All reservations are final as stated in the reservation confirmation screen presented to the member at the time the reservation is made.
Reservation no-shows are subject to a €5 penalty fee per reservation, charged to the member's stored payment method.
We understand that unforeseen circumstances may prevent members from attending their reservation. If a member cannot make it to a confirmed reservation, they can send an email to reservations@dematerialized.nl.
Repeated no-shows or misuse of the reservation system may be considered a breach of our Terms & Conditions and could lead to membership suspension or cancellation.

3. Cancelling a Purchase

Purchases of Secondhand Items:

For purchases of secondhand items, the EU 14-day right of withdrawal applies.
If you wish to cancel or return a purchase after payment, you can do so in accordance with our Return Policy.
Refunds are processed via the original payment method within 14 days of receiving your returned item.

Items Purchased While Renting:

Items purchased by members while they are being rented are considered final sales and are not eligible for cancellation or refund.
However, these items can still be donated back to Dematerialized in exchange for Store Credit, provided the item meets our donation acceptance criteria at that time.

4. Service Cancellations by Dematerialized

Dematerialized reserves the right to cancel or suspend a rental, reservation, order, or membership if:

An item becomes unavailable or is damaged before pickup;
There is a payment or account issue that prevents fulfillment;
There are unforeseen circumstances that prevent fulfillment; or
We have reason to believe the customer has not adhered to our Terms & Conditions, including repeated no-shows, misuse of rented items, or other forms of non-compliance.

If Dematerialized cancels a rental, reservation, order, or membership for reasons not related to misuse or non-payment, you will not be penalized. We will provide compensation or credit at our discretion, in a manner we consider fair and proportionate to the inconvenience caused.

If the cancellation results from a breach of our Terms, we may withhold refunds or charge for any losses, damages, or unreturned items as described in the Terms & Conditions.

5. how to cancel

Members can contact us by email at info@dematerialized.nl to pause or cancel their membership or ask for help.

Please include your full name and any relevant rental, reservation, purchase, or memberships details so we can process your request as quickly as possible.

6. Questions

If you have any questions about cancellations, feel free to reach out to our team at info@dematerialized.nl—we’re happy to help.