Customer service & returns
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With distance selling you have a number of additional rights, such as the right of return. What are my rights?
With a remote purchase you always have a statutory cooling-off period of 14 working days - with the exceptions mentioned below. Within this period you may return the product without giving any reason.
The reflection period starts on the day after the product has been delivered to you. If the seller does not comply with his obligation to provide information - such as providing information about the statutory cooling-off period - the cooling-off period is 3 months. This information must be provided by the seller with the delivered product, so it is not sufficient if he states this on his website.
You can only claim the cooling off period if you can return or send the product unused, undamaged and unused in its original packaging. You may take the product out of the package to view it.
If you use your right to return, you are entitled to a refund of the total amount paid, including the shipping costs. The shipping costs for the return and the risk for returning - for example for possible loss - are yours.
The seller may not charge (administration) costs for terminating the contract or making other demands. For example, he may not demand that you have to give a good reason for returning.
The seller must return the already paid amount no later than 30 days after termination (dissolution) of the agreement.
The maximum statutory delivery period for a distance purchase is 30 days. This period starts on the day after you have concluded the agreement.
If both parties agree, a different delivery period can be determined.
When the statutory delivery period of 30 days is exceeded, you have the right to terminate the contract immediately (dissolve). You do not have to give the seller an extra term to still deliver.
If the product is (temporarily) not available, the seller must inform you of this.
If the seller sends something else than what you have ordered - for example another type or a similar product from another brand - and you do not want it, you can return it within the return period.
In that case, the shipping costs for the return are the responsibility of the seller.
According to the law on distance selling, you are not allowed to pay more than 50% of the purchase amount.