Returns & Complaints
Withdrawal from the purchasing contract
You have the right to withdraw from the contract within 14 calendar days without giving any reason. The withdrawal period will expire 14 calendar days after the day you or your designated third party other than the courier has received the product.
To exercise the right of withdrawal, you must inform us by a statement (written letter, sent by post, fax or e-mail) to notify us of the withdrawal. You can use our standard form (see PDF), but are not obliged to do so. To meet the withdrawal deadline, it is enough for us to have received the written letter in pdf format within the 14 days.
Consequences of withdrawal from the purchasing contract
If you withdraw from the purchasing contract, you will receive all the payments you have made up to that point, including delivery charges (excluding any additional costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us) without delay and in any event no later than 14 days after we have been informed of your decision to withdraw from the contract. We will pay you back with the same payment method as you have used in the original transaction, unless you have agreed otherwise for a payment to be made by us; in any case, we will not charge any costs for such repayment. We may wait with the crediting of your account until we have received the goods back, or upon received of sufficient proof that you have send back the products, depending on whichever occurs first. You will only be charged for the depreciation of the goods as a consequence of their usage, that exceed the limited usage required to understand the functioning of the goods.
You should send the goods back immediately, but in any event no later than 14 days after the day on which inform us that you have made the decision to withdraw from the contract. You are on time if you send the goods back before that period of 14 days has expired.
The cost of returning the goods are at your expense.
The right of withdrawal is not valid for customized products.
To submit your complaint you can send us an e-mail to firstname.lastname@example.org. You will get an answer within 14 days after the complaint has been received. A complaint can be submitted on a product and the service. If you are not satisfied with the handling of your complaint, you can submit it to dispute settlement at Thuiswinkel, Postbus 90600,2509LP in Den Haag (www.sgc.nl.)
For more information you can submit your complaint to http://ec.europa.eu/consumers/odr/