When you buy something online you have the right to cancel your purchase and withdraw from the contract within 14 days. On this page we would like to inform you about your rights and obligations. We do this in the form of answers to frequently asked questions about returns.
What is the right of withdrawal?
This is another word for your right to return a product within the cooling-off period that you have ordered in our online store.
How long is the cooling-off period?
If you want to return the products you must notify us within 14 days of receipt.
If you have ordered multiple products and these are delivered in different shipments, the withdrawal period of 14 days will commence at the moment the last shipment is received.
How do I indicate that I want to return the products?
If you want to return one or more products, please notify us within the cooling-off period. You do this by filling in the Model withdrawal form. You can download the form from this page. You can also notify us in another way that you want to return your order, as long as this is done in a clear and unambiguous manner.
After we have received your message regarding the return of products, we will send you an acknowledgment of receipt as soon as possible.
Where can I find the Standard form for withdrawals?
Do I have to provide a reason when I return products?
You can indicate the reason for your withdrawal, but you are not obligated to do so.
When do I have to return the products?
The products that you want to send back must be sent to us or delivered to us within 14 days after you have indicated that you wish to return them. The risk and the burden of proof for the correct and timely exercise of the right of withdrawal are yours.
To which address should I return the products?
You send the products back to the address below:
Westerdijk 18P 3513EW Utrecht
Can I exchange a product?
It is not possible to exchange orders online. You can simply return the products you want to exchange and place a new order.
What are my obligations with regard to the product during the cooling-off period?
During the cooling-off period it is your duty to handle the products and packaging supplied by us carefully. You may only unpack or use the product to the extent necessary to determine the nature, characteristics and operation of the product. In other words, you can only handle and inspect the product in such a way as you would be allowed to in a store.
If you use the product in a way that goes beyond what was described in the previous paragraph, then you are liable for the depreciation of the product.
Who pays the shipping costs for returning products?
The costs for returning shall be borne by you. We advise you to keep the track & trace number until the receipt of the package has been confirmed by us. As long as we have not received the product back, you are responsible for it.
What do I have to send back?
You are obliged to return the product with all accessories and, in its original condition and, where reasonably possible, packaging. We may provide you with instructions in that regard.
Please pack the products carefully so that they are not damaged during transport.
How and when do I get my money back?
We will reimburse your purchase price and any delivery costs within 14 days after receipt of the returned product or after you have demonstrated that you have returned the product.
We will use the same payment method for reimbursement you used for payment, unless you agree with another method. If you have used a gift voucher as a means of payment, we will return the refund amount to the gift voucher. We do not charge a refund fee.
If delivery costs have been charged and you have opted for a different delivery method than the cheapest delivery method, we shall not reimburse the additional costs for the more expensive method. In that case you will only receive the costs for the cheapest delivery method.
My order is not complete or damaged, what should I do?
If something is not right with the order you received or (part of) the order is damaged, please contact us immediately. We are happy to help you.