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After you have received your order, you have 14 days to exchange or return it. We want to ask you to report your return before sending it back to us. You can send here a return request to us (after you're logged in).
Don't you have an account or aren't you logged in yet? Then create an account here or log in. After logging in, click on "My account" in the upper right corner and then on "My return request" in the left menu. Fill in the form completely and click on "Finish request".
Our customer service department will ensure that you receive a response by e-mail with the returnadres within two working days.
After we have received the returned item, we will reimburse you the value of it within 14 days (returning costs not included).
Return items via UPS
- If you have reported a return item on our website, you will receive an e-mail with the authorization to return it with the aid of an RMA number.
- The e-mail will contain a link to the UPS website, where you can print a label using your RMA number.
- Make sure the item is properly packed.
- Include the delivery note in the package and state the reason for returning the item on the delivery note.
- Clearly state the return address you have been given on the outside of the package (on the largest side).
- Go to a UPS Access Point and hand the package over or have the package collected from your home.
- Request proof of dispatch and keep this in a safe place until the returned item has been delivered to the correct address. You can follow the progress of the returned item using the track & trace code you received from UPS.
- After we have received your returned item(s), we will send you an e-mail informing you that the package has been received.
- After receipt, the product is checked to make sure it meets the return conditions. If it does meet the return conditions, we will reimburse all costs paid by you (excluding the delivery costs) as quickly as possible. We will send you an e-mail informing you of this.
The entire return process takes some time to complete. It can take up to five working days before you receive an e-mail from us.
Return conditions
- Some items cannot be returned or exchanged for reasons of hygiene (such as earphones, toothbrushes, shaving or hair-removal appliances that are no longer in sealed packaging).
- The item must be returned or exchanged in its original condition, unused and undamaged, and should preferably still be in the original packaging.
- For consumables (such as batteries), there is no need to open the packaging. If the packaging is open, we cannot resell the product and the loss in value is 100%. Therefore, we cannot take those items back.
- If you assess the product in a way that is not legally permitted, we can claim the loss in value that is caused as a result of the assessment.
- After receiving your order, you have 14 days to return it. Report your return request here.
- We will reimburse you as quickly as possible, but no later than 14 days after receipt of the returned item. We will reimburse what you have already paid, including the cost of sending the item to you. The reimbursement will be made in the same way as you paid us.
- We cannot be held liable for the loss of or damage to returned items.
FAQ's
My product was damaged upon receipt. What can I do?
Always check whether the packaging has been opened. If you are not happy with the condition of the package when you receive it, do not accept it and ask the courier to return it.
If a product that you have ordered does not work correctly immediately after receipt, we kindly request you to contact our Customer Service department within seven working days. To do so, please follow the following steps:
Step 1: Log into your account. (Make sure all your details have been entered and are correct. We will use these details to process your return request.)
Step 2: Select the following My returns.
Step 3: Enter your details and search for the correct item.
Step 4: Click “Complete” to send the form.
If a product that you have ordered does not work correctly immediately after receipt, we kindly request you to contact our Customer Service department within seven working days. To do so, please follow the following steps:
Step 1: Log into your account. (Make sure all your details have been entered and are correct. We will use these details to process your return request.)
Step 2: Select the following My returns.
Step 3: Enter your details and search for the correct item.
Step 4: Click “Complete” to send the form.
How do I return my product?
You log into your account and go to “Request return”. Follow the on-screen instructions and click “Finish”. We will then assess your return request. We will contact you as soon as possible. If you have not heard from us within five working days, you can contact us yourself.
I have ordered an accessory or spare part, but I am not happy with it. How can I return it?
We offer a 14-day cooling-off period. If you have ordered the wrong accessory or spare part, or if you are not happy with your product, you can return it to us within 14 days.
Will I automatically receive a replacement product if I return my product?
You do not receive a replacement product when you return a product to us. You can, of course, always place a new order via our website. However, you will receive a new product if you have returned the product for repair and it cannot be repaired. Please see the conditions for repair for more information (link).
I have returned my product. When will I be reimbursed?
Once we have received the product you have returned to us, we will reimburse the value of your order and pay it into the account of the card that was used to place the order. You will be reimbursed within 14 working days after we have received the product. If you return the product within 14 days after placing the order, we will reimburse the full purchase price (price of the product + delivery costs).
I ordered a number of products together but only want to return one of them. Is that possible?
Yes. If only one of the products you ordered must be returned, the same rules apply as for returning a product when it is the only product you ordered. The only difference is that we will not reimburse the delivery costs if the product is returned within 14 days.
Can I exchange my product?
No. If you want to exchange an accessory or spare part, you must return it within 14 days and place a new order.
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Phone
Call: +44 345 230 1231
Monday to Friday, 10.00 a.m. to 3.00 p.m
