Returns & exchanges
To make your return process as smooth as possible, we’ve outlined the instructions for returning your product(s) below. Depending on the weight or type of shipment, we work with different carriers. Follow these steps carefully to ensure quick and accurate processing.
DPD (products under 30 kg)
You can easily return products weighing up to 30 kg via DPD. Follow these steps for proper processing:
- Preferably use the original packaging. It is designed to protect the product during transport. If you no longer have the original packaging, make sure to pack the product securely in a suitable box to prevent damage.
- For returns within 30 days, using the original packaging is essential to qualify for an exchange or refund.
- Return all included accessories, cables, manuals, and other items. Missing items may affect eligibility for an exchange or refund within 30 days.
- Ensure that the product is in the condition in which you received it, unless it is defective. Do not open or attempt to repair a defective product yourself, as this may impact the assessment or repair process.
- Register your return within 30 days of receipt via our online return form or through the "Submit return or repair" menu option at the bottom of the overview page on our website.
- After registration, you will receive a shipping label and an RMA packing slip for smooth processing in our warehouse.
Mainfreight (products over 30 kg or ADR shipments)
For products weighing more than 30 kg or classified under ADR regulations, the process is as follows:
- Preferably use the original packaging. If unavailable, pack the product carefully in a sturdy box to avoid damage.
- For returns within 30 days, the original packaging is important to qualify for an exchange or refund.
- Return all original accessories, cables, manuals, and other items. Missing items may affect eligibility for an exchange or refund within 30 days.
- Ensure the product is in the condition in which you received it, unless it is defective. Do not open or attempt to repair a defective product yourself.
- Register your return within 30 days of receipt via our online return form or the "Submit return or repair" menu option at the bottom of the overview page on our website.
- After registration, you will receive a confirmation email within 24 hours containing a return number and a shipping label. Print the label and attach it to the outer box.
- The carrier will contact you within 72 hours to confirm the pickup date.
- Keep an eye on your email for updates on your return process.
Registering your return is quick and easy. You can do this in several ways:
- Via the order confirmation
In the order confirmation email you received, you’ll find a link to the online return form. Click the link and follow the steps to register your return. - Via your account
Log in to "My Account" on our website. Here, you can view your orders and easily register a return by selecting the relevant order and starting the return procedure. - Via the menu on our website
Scroll to the bottom of our website and click the "Submit return or repair" menu option at the bottom of the overview page. This will take you directly to the return form.
If you want to return an item, please follow the steps below for a smooth process:
- Register your return.
- Preferably use the original packaging. This packaging is designed to protect the product during transport and is essential for a safe return. If you no longer have the original packaging, we kindly ask you to pack the product securely in a sturdy box to avoid damage during transport.
Note: For exchanges or refunds within 30 days, using the original packaging is essential. - Return all original accessories, cables, manuals, and other included items. Missing accessories may affect the possibility of exchanging the product or receiving a refund within 30 days (this does not apply to defective products).
- Condition of the product: The product must be in the condition in which you received it, except in cases of defects. Please refrain from opening or attempting to repair the product yourself, as this may affect the assessment of the defect or exchange process.
Once the returned product is received, we will carefully evaluate it. Depending on the situation, we will take the necessary steps to resolve the defect, have the product repaired, or, if needed, send 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 your return request is processed as quickly and efficiently as possible, we kindly ask you to follow these instructions carefully:
- Provide a detailed description of the defect. The more information we have, the faster we can identify and resolve the issue. Include important details such as when the issue occurred and the specific circumstances. If you have a serial number, include it in your description.
- Attach photos or videos of the defect. This allows us to visually assess the problem and accelerate the return process.
- Check the manual and update the firmware. Some issues can be easily resolved by following these steps. This saves time and may immediately fix the problem.
We aim to process your return request as quickly as possible and appreciate your cooperation. For further questions, please contact our customer service team.
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.
