Returns Policy
We endeavour to manage the shipment of every customer’s orders carefully and to the best of our abilities. We also do accept that on the rare occasion, things can go wrong. When your receive your package, ensure that the first thing you do is to carefully open the box and check that the items inside matches those in your order confirmation. If your order is not correct, you agree to contact us immediately before opening any product packets.
- Please note the new special rules below for customers based outside of the EU (includes the United Kingdom from 1st January 2021).
- If you did not collect in time or refused your parcel from the courier then your account will be subject to a return fee, see details below.
You can find a copy of your order details in your email confirmation that we send to you after you’ve checked out.
If any of the scenarios below apply to you, please take time to read the advice provided:
1) Incorrect items received
If you open the package and discover that your items do not match the ones that you have ordered, follow these steps:
– Do not open any of the product packets inside.
Contact us immediately via email or using the chat box on our site. We will provide advice of how to return your items for a refund of goods & shipping charges. We can provide a new return shipping label for you.
You agree to electronically send photos of the items received when required. You will be required to adhere to our parcel returns process at this stage in order to receive your refund;
This may include paying a return shipping charge – this may be refunded after our inspection of the package and product packages. Refunds will only be granted if all items of the order are shipped back to us in an unopened and non-damaged condition.
2) Items missing from your order
We will investigate all cases thoroughly in this category in order to prevent fraud.
If you open the package and discover that you are missing some order items, follow these steps:-
Contact us immediately via email or using the chat box on our site.
We will arrange dispatch of the missing items to be sent as soon as possible. Notify us of any change in address. Please allow a couple of working days for the processing of your new shipment of the missing items.
You must clearly state the details of all missing items and provide photos if requested.
We cannot resolve any historic issues older than 14 days from the date of order dispatch that are not brought to our attention when you first receive the order and check the contents inside.
3) Incorrect weight of product received
We will investigate all cases thoroughly in this category in order to prevent fraud.
– If the product weight is more than you ordered
Contact us immediately via email or using the chat box on our site. If you wish to keep the additional product, you will be required to pay for the additional cost. If you do not wish to do this, you must return the whole package and un-opened products to us. You will be required to pay the return shipping charge – this will be refunded after our inspection of the package and product packages.
– If your product weight received is less than you ordered
Contact us immediately via email or using the chat box on our site. Your missing product weight will be dispatched after our investigation and discussion with you regarding your observation.
4) You change your mind and want to return all the items
You can return the items to us for a refund of the product cost if you change your mind. You must notify us immediately after receiving your package that you wish to do this. Contact us immediately via email or using the chat box on our site.
You cannot change your mind after 14 days from receiving your order. You must not open any product packets or damage the package, shipping packet, or shipping box. Goods must be shipped back to us in a re-sellable condition for you to qualify for a product refund. You will be required to pay the shipping charges of getting the goods back to us. You will only be refunded for your product/s when we have received the goods and they have been checked by our staff. If they are not suitable for re-sale then no refund will be granted.
- Return policy for customers outside of the EU (Including UK from 1st January 2021)
By ordering you agree to adhere to the following instructions detailed in this section.
Return goods coming back to us in the Netherlands from outside the EU are also subject to customs checks and chargings on entry back into the EU area. This means that we are liable for additional charges when a return is processed.
So that we can manage returns effectively, you must contact us prior to sending anything back to us for authorisation. We will check and authorise the return instruction only once you have contacted us to request it.
If you have a valid return as detailed above, we agree to pay for any additional charges that are applied.
If you intend to refuse to receive or collect an item that you ordered, we consider this to be the same as choosing to return an item to us without prior authorisation.
In order to manage the costs of unauthorised returning, orders that you choose to send back to us without authorisation from us first will be charged a handling fee by us to the amount of €75.
This means that If your order value is more than the return refund due back to you, we will subtract this amount of €75 from the total refund sum.
If your order value is less than €75, you will not be eligable for a refund. We also reserve the right to collect this amount from your next order by reducing the amount of product shipped to you from your order items, or holding the order until any balance is settled.
Please note that we are not liable for any additional import charges including duty charges or any other charges as a result of customs processes for all shipments destined to countries outside of the EU. It is the recipient’s responsibility to make timely payment of charges to the courier as detailed on any invoice you may receive.