Do you have a problem with a product? Of course we hope that this situation does not arise, but when it does, we would like to do everything we can to resolve it as soon as possible.
How does it work?
There are a number of scenarios that can occur, namely:
- You have ordered the wrong product and would like to return it
- You have damage to a received product
- You have received a defective product
- You have a problem with a used product
There are three options to fix this. These are as follows:
- The easiest way to get in touch with us directly is to write an email and send it to firstname.lastname@example.org
In order to provide you with the best possible service, it is important that you provide the following information:
- Product code
- Product description
- Order number (e.g. SO.12345)
- Clear explanation of the problem
- Number of pieces (only mention when it is more than one piece)
- Possibly photos to support the explanation
We will then start working with this information and ensure that you receive a response to your mail as soon as possible. We provide you with a RMA number so that we can quickly see what the problem is in the future.
The second option is that you fill in the online return form. As soon as we receive your form in good order, you will be notified by us for further instructions. Once you have received confirmation from us, you may return the product or let us pick it up ourselves. If possible, we would like to ask you to return the product in the original packaging. Otherwise, we would like you to pack it as well as possible.
You may also return the product to our distribution center:
6051 AC Maasbracht
Then we will handle your problem here and look for a suitable solution as soon as possible. You can register at the customer service desk behind our office.
Consequences of revocation
If you revoke your order you will receive all payments you have made up to that moment, including delivery costs, as soon as possible and in anyway not later than 14 days after we have been notified of your revocation. We can wait with the refund until we have received the returned product or you can prove that you returned the product.
You have to send or deliver the product back to us not later than 14 days after you decided to revoke. The direct cost of returning is at your expense.
You are solely responsible for the impairment of the products resulting from the use of the products beyond what is necessary to determine the features and operation.