Returns & Cancellations
Returns
You have the right to return your purchase within 14 days of receipt. The returned item must be in unused condition and in the original packaging. Be sure to include all associated accessories, manuals, and other items that came with the product. Returns are at your own expense , unless the item is defective or damaged upon receipt. In that case we will reimburse the return costs. Once we have received and checked the returned item, we will issue a refund within 5 working days. The refund will be made to the original payment method. Please refer to our returns policy in our terms and conditions
Cancel
If you wish to cancel your order, please contact us as soon as possible. If your order has not yet shipped, we will process the cancellation immediately and refund the full purchase amount. If your order has already been shipped, you can refuse the package upon receipt or return it to us according to our returns policy. Once we have received and processed the canceled item, we will issue a refund within 5 business days via the original payment method.
Excluded from the right of return
Personal and hygiene products cannot be returned due to health and safety reasons. Custom-made or personalized products are also excluded from returns, unless there is a manufacturing defect. We strive to handle your return and cancellation requests quickly and efficiently. If you have any questions or comments, please contact our customer service. We are happy to help you!
Shipping & Delivery
Shipping options and delivery time
We offer several shipping options, including standard shipping and express shipping. Estimated delivery time is listed with each shipping option during the checkout process. Please note that delivery time may vary depending on the destination and external circumstances such as public holidays or unforeseen delays with courier services.
Processing time
We aim to process orders within 2 working days of receipt of payment. Orders are generally processed and shipped on business days, excluding weekends and holidays.
Shipping area
We currently only ship within the Netherlands & Belgium. If your country is not listed, please contact us and we will try to find a solution.
Postage costs
Shipping costs are calculated based on the weight, dimensions of the package and the chosen shipping option. Shipping costs will be stated separately during the checkout process before you finally place your order.
Traceability and delivery
Once your order has shipped, you will receive a shipping confirmation with a tracking number. You can track your package via the courier service's website or using the tracking number provided. Please ensure that someone is present at the shipping address to receive the package.
Lost or damaged shipments
In the event of a lost or damaged shipment, please contact us as soon as possible. We will work with the courier service to solve the problem and make sure you are satisfied.
Returns and exchanges
Please refer to our returns policy for information regarding returns and exchanges. Please contact us if you have any questions about the returns process.
Order in advance (pre-order)
1. **Definition of Pre-order**: A pre-order is an order for a product that is not yet in stock, but is expected to be available soon.
2. **Payment**: Payment for a pre-order will be processed immediately upon placing the order.
3. **Delivery**: Once the product is in stock, it will be shipped to you as soon as possible. The estimated delivery date is stated on the product page.
4. **Cancellation**: Customers can cancel their pre-order before the shipping date. Once the order has been shipped, normal returns policies and procedures apply.
5. **Price Changes**: If the price of the product drops before it ships, the difference will be refunded. If the price increases, the originally agreed price remains applicable.
6. **Communication**: We will keep you informed of the status of your pre-order, including possible delays or changes to the delivery date.
7. **Other terms and conditions**: Any other specific terms or details regarding pre-orders will be clearly communicated on the product page or via email communication.
Warranty & Repair
Guarantee
We offer a 5 year warranty on our products unless otherwise stated. This warranty covers manufacturing defects and defects that occur during normal use. To claim warranty service, you must provide valid proof of purchase. The warranty does not cover damage caused by misuse, accidents, negligence or normal wear and tear. If there is a defect within the warranty period, we will repair or replace the product at our sole discretion.
Repair
We still offer repair services outside the warranty period. Please contact our customer service to start the repair process. We will provide you with the necessary instructions and information. Please note that repair costs and shipping costs may apply outside the warranty period. We aim to complete repairs as quickly as possible, but the exact turnaround time may vary depending on the nature of the repair and the availability of replacement parts.
Excluded from the warranty policy
This warranty and repair policy only applies to products purchased directly from us. For purchases through third party sellers, please refer to their warranty and repair terms. This policy does not apply to damage caused by improper installation, unauthorized repairs or modifications to the product. For further questions about warranty or repairs, you can always contact our customer service. We strive to help you and resolve any issues as quickly as possible!
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