Refund policy

Customer satisfaction is our top priority. If you are not satisfied with your purchase, you can exercise your statutory right of withdrawal. Below you can read how returns work and what conditions apply.

Right of withdrawal

As a consumer, you have the right to return an item within 14 days of receiving your order, without giving a reason.

To be eligible for a return, the item must meet the following conditions:

  • The item is in complete, unused and original condition.
  • The item is returned in the original packaging.
  • All accessories, parts and fittings are included.

Problems or defects

Is there a problem or defect with your product?

Please always contact us first via:

Never simply return a product if it is faulty. In many cases, we can replace the item free of charge without you having to return it first.

Request a return

To return an item, please do the following:

  1. First check that your return meets the conditions below; this will prevent your return from being rejected.
  2. Download the return form here and complete it in full.
  3. Print out the return form and include it in the parcel.
  4. Pack the goods in exactly the same condition as they were received. This means: complete with accessories, in the original packaging and in an additional shipping box or bag. (Do not stick tape and/or shipping labels directly onto the product packaging!)

Returns without a return form may not be processed correctly.

Conditions for a refund

To be eligible for a refund, the returned product must meet the following conditions:

  • The item must be returned in exactly the same condition as it was received.
  • The item must be complete, including all accessories and parts.
  • The item must be unused and must show no signs of use or defects.
  • The item must be returned in the same packaging in which it was delivered, including any protective materials such as bubble wrap.
  • No tape or shipping label must be stuck directly onto the product packaging. Therefore, always use an additional shipping box in which to place the product.

Responsibility during transport

The customer is responsible for the correct return of the product.

If a return shipment during transport:

  • is damaged, or
  • is lost

the responsibility lies with the customer.

We therefore recommend sending a return shipment by registered post and/or insured, so that a claim can be made with the carrier if necessary.

Inspection of returns

Upon receipt, every return is thoroughly inspected and tested.

If a return does not meet the conditions set out above, we reserve the right to refuse the return. In that case, the product will be automatically returned to the customer.

Refund

If a return is approved and a refund is requested:

  • the purchase amount will be refunded within 14 days;
  • this will be done via the same payment method used to pay for the order.

Any delivery charges for the original shipment will not be refunded and will be deducted from the amount to be refunded.

Costs of returning

The costs of returning a product are at the customer’s expense.

You may use a carrier of your choice. For faster processing, we recommend using GLS.

Items that cannot be returned

The following items are excluded from returns:

  • Gel balls whose packaging has been opened
  • Gift cards
  • Used goods
  • Defective goods