When you receive your order, you must check it as soon as possible following receipt and always before use. Please ensure that a returns authorisation number is obtained before attempting to return any items to us. Your right is to change your mind. You have 14 days to return your order under our 14 day return period policy, which starts on the day after you received the item. Please follow the steps set out below. All items must be returned unused and in the original packaging as they were in when received by you. Please ensure that when you receive an item that you take reasonable care of it. Please ensure that any security seals or tags are still intact.
Wrong order received
We apologise if you have received the wrong item by mistake. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must return the order in the same condition you received it and within 14 days from the day on which you received the order.
Damaged or faulty products
Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you. If you believe that the item is faulty, please contact us via firstname.lastname@example.org. You will need to tell us exactly what the fault is and as soon as possible after discovering the fault and we will advise what to do next.
Item not received
We apologise if you have not received your item. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must inform us that you have not received your item within 30 days from the day on which you received an email from us confirming that the item had been dispatched.
What we do with returned product
All products returned to us are checked by our Returns Department. If you are entitled to a refund then we will refund the price of your item. Returns are usually processed within 14 working days of receipt of a cancelled order, and at the latest within 30 days of receipt. We will refund the original account used to purchase the item.
Return of replacement products
If an item you ordered was found to be faulty and we replaced it, you have the right to cancel your order in respect of the replacement product within 14 working days starting on the day after you received the replacement item and receive a refund.
Costs of returning products
Please note that we can only refund the postage costs for returning products where: we sent you the wrong product, or the product is damaged or faulty; or where you are returning a substitute or replacement item which you do not want to keep. We will not refund postage for products found to be in good working order. Costs of posting the product back to you will depend on the product and will be communicated to you after the testing process has been completed.
Questions or complaints
If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we apologise. We want to resolve the matter. Please contact us via email@example.com.
Hurksestraat 19, 5652 AH Eindhoven