Return conditions

For unused products, the official return period is 30 days. 

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

30 days: 100% refund

30 - 60 says: 100% refund

60 - 90 days: 80% refund (needs to be unused and in perfect condition, ask for picture!)

More than 90 days? not acceptable.

The reason why returns after 3 months are not accepted is because the return is more difficult to handle in the monta system (after 90 days, the order becomes "anonymous"). Also, a 3 month return deadline is already quite flexible.

NOTE: if you want to make an exception (e.g. for a B2B customer, apply the 4 eye principle!)

• Create the forecast 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 its 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. We have therefore decided that value loss applies (see below)
  
  

• When you are in contact with a customer via Trengo and you know that the pump is used, please inform the customer of value loss.

• When customer makes a return request via Returnista, they will see a pop-up which informs them that value loss applies for used products.

• 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.

On 27/10/2026 we decided the following according to value loss

• If a customer tested the product with water but there are no traces of use or damage than we refund 100% only if we are able to sell the product as new

• If the product has traces of use we refund 50%

• If the product has severe traces of use we can go up to 100% value loss