Return conditions

For unused products, we apply a return period of 30 days. 

What if a customer requests a return beyond the 30 days?

• We are quite flexible up until 2 months. Even beyond that period, we can be flexible. We do not have to accept this return but it may be worth it to be flexible (e.g. business consumer).

• If a customer requests a return beyond 60 days, keep in mind the following:
  What is the (potential) revenue of this customer?
  What is the reason?
  Check if we still sell the article
  Ask for photos to check the condition of the article / parcel
  <30kg?

• If the product can easily be resold and you decide that it is worth it to make an exception: 

• Inform the customer that we will partially refund the article
  1 month too late: 100%
  1 -3 months too late: 95 to 85%
  3 to 6 months too late: 85 to 75%
  More than 6 months: 75 to 50%
  Please note that above-mentioned percentages are guidelines and depending on the reason and/or revenue exceptions may be made.
  
  

• Create the RMA and insert an internal note for the person handling the refund why you authorized this exception including which amount should be refunded.

• When a customer calls to request a return, make sure to ask questions to check if the product is in unused condition.

• Customers are allowed to open the box, look at and touch the product as if they are in a shop. We are part of Thuiswaarborgwinkel and they say the following (which is also stated in the General Conditions on the dutch websites):

During the reflection period, the consumer will handle the product and its packaging with care. He will only unpack or use the product to the extent necessary to establish the nature, characteristics and operation of the product. The basic principle here is that the consumer may only handle and inspect the product as he would be allowed to do in a store.

• Testing the product with water is not allowed (they can't do that in a shop either). Once the article is tested/used, different policies apply, see Value Loss below.
  
  

• In any case, we need to accept all returns within 30 days, even for tested or used products. However, we are allowed to partially refund the article, up to 100% of the price to bring the article back into original state. For instance, a customer has used a pump and wants to return it: it will cost a lot of money to clean the pump. The value loss of a used pump is therefor at least 75%
  
  

• See Value loss below for more information on returning used products

Please use below as a guideline to determine value loss of a product:

You always have to ask for photos and/or videos in case a product is used/tested!

Product tested/slightly used:

When a customer has tested the pump and wants to return it, the same conditions for a used product apply.  We are part of Thuiswaarborgwinkel and they say the following (which is also stated in the General Conditions on the Dutch websites):
During the reflection period, the consumer will handle the product and its packaging with care. He will only unpack or use the product to the extent necessary to establish the nature, characteristics and operation of the product. The basic principle here is that the consumer may only handle and inspect the product as he would be allowed to do in a store.

Testing the product with water is not allowed (they can't do that in a shop either).

If the customer has used the product, apply these conditions:

• Value loss between 25%-50%

• Always ask for photos/videos (the outside of the pump, thread, etc.)

• You can send this to Fred or Pascal so they can decide if the pump is allowed to be returned and/or what the value loss should be.

• Communicate to the customer about what needs to be done to get the pump back in new condition when it is returned and why there is value loss (The labor to get the product back in good condition, administration costs, replacement of parts, etc.)

Product heavily used:

• Costs can go up to 100% of the value of the product. Minimum is 50%

• Why does the customer want to return it? Is there a problem that should be handled as a warranty? Can you give advice so the customer is happy with the product?

• Communicate to the customer about what needs to be done to get the pump back in new condition when it is returned and why there is value loss (The labor to get the product back in good condition, administration costs, replacement of parts, etc.)

No original packaging:

• When the customer is not to blame for the fact that there is no original packaging, there will be no value loss.

• When the customer has thrown away the original packaging: value loss of 25% for products < €200

• When the customer has thrown away the original packaging: value loss of 15% for products > €200