Returns & exchanges
DPD
You can return your product(s) under 30 kg via DPD. For fast and correct processing of your products, please follow these steps.
- - Send the product(s) with all delivered accessories, in original condition and packaging. You may view our products at home, but then return and package them neatly as you received them.
- - We may charge a fee for any depreciation in value that occurs because you have used the item in a different way than you would in a store.
- - You can register your return within 30 days of receiving the product via the online return form. This can be found in your previously received order confirmation.
- - After requesting your return, we will send you a shipping label and an RMA packing slip for quick processing of your return in our warehouse.
Mainfreight
For a product over 30 kg or products to be shipped with ADR:
- Ship the product(s) with all delivered accessories, in original condition and packaging. You may view our products at home, but please return and package them neatly as you received them.
- We may charge a fee for any depreciation in value that occurs because you have used the item in a different way than you would in a store.
- You can register your return within 30 days of receiving the product via the online return form. This can be found in your previously received order confirmation.
- After requesting your return, you will receive a confirmation email with a return number and shipping label within 24 hours. Print out the shipping label and stick it on the outer box.
- The carrier will contact you within 72 hours to confirm the pickup day.
- Keep an eye on your email for updates on your return processing.
You can do this easily and quickly via the online return form. This can be found in your previously received order confirmation. Or go to "my account" to register your return.
If you wish to return an item due to a defect, please follow the steps below for smooth handling:
- Simply register your return via the online return form, found in your previously received order confirmation or via "my account".
- Use the original packaging. This box is designed for optimal protection and its re-use ensures safe transportation.
- Make sure to return all accessories provided.
- Return the product in the condition in which you received it. It is important not to open the product or make repairs yourself, as this may affect the accurate assessment and correction of the defect.
- Pack the product carefully and neatly as it arrived to you.
Note: It is very important that the product arrives to us in undamaged condition. Any missing parts or damage may affect our ability to offer a full refund or replacement.
Once the returned product is received and evaluated, we will take the necessary steps to correct the defect, repair the product, or if necessary, ship a replacement. Thank you for your cooperation and understanding.
Within 30 days you can register your product as a return. This can be done through the online return form or through our concept store in Den Helder. Within 30 days after receipt of your product you have 3 options:
- Exchange your product free of charge for another product;
- Have your product repaired or replaced;
- Return your product for free and receive a refund.
After a period of 30 days your product will always be repaired or, if repair is not possible, replaced.. After this period, refunds due to product dissatisfaction are no longer possible.
Yes, you may try your product as you would in the store. Don't like the product? Then you can return it. Make sure the products you want to return meet the return conditions: Send the product(s) with all delivered accessories, in original condition and packaging. You may view our products at home, but please return and package them properly as you received them.
If you have used the item in a way beyond what you would do in a store, we may charge you for the depreciation or may not approve your return. In that case, we will contact you.
To ensure that we can process your return request as quickly and efficiently as possible, please follow the instructions below carefully.
- 1. Clear Problem Description:
Please provide a detailed description of the defect. The more information we have, the faster we can identify and resolve the problem. Include important details, such as when the problem occurred and the specific circumstances. If you have a serial number, add it to the problem description. - Multimedia Attachment:
Attach photos or videos of the defect. This allows us to visually assess the problem and expedite the return process. - Manual and Firmware:
Check that you have consulted the manual and that the firmware of your Power Station, for example, is up to date. Some problems can be easily solved by following the instructions in the manual or updating the firmware. This saves time and can fix the problem immediately.
We strive to process your return request as quickly as possible and appreciate your cooperation. For further questions, please contact our customer service department.
If you have made a return or canceled an order, we will refund the amount to you via the payment method you chose during the ordering process. After it has been processed by our returns department, it will take up to 5 business days for the money to be transferred back into your account.
After we receive your product(s), they undergo testing in our warehouse. You will then receive a confirmation email. Once we have processed your return, this will also be communicated via email. We strive to process your return within 5 business days. However, if it is a defect or repair, the process will take longer.
In the case of a defective product that requires communication with the manufacturer, the process is handled as follows:
- Communication with the manufacturer: If necessary, we will contact the manufacturer directly to discuss the defect and obtain further instructions.
- Repair procedure: If repair is necessary, we will inform you of the process. In some cases, the unit may need to be shipped to a specialized repair center. Here you will be kept informed of each step.
- Replacement options: Should repair not be possible, the manufacturer may be able to offer a refurbished product as a replacement. This will be clearly communicated, including all relevant details.
Our goal is to make this process as transparent as possible so that you are fully aware of what to expect while processing a return with a defective product. Should you have any further questions, please do not hesitate to contact us.
We strive to process your return within 5 business days. Have you still not received your refund in your account after 5 business days? Please contact our customer service.
