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 50%
  
  

• 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 24/3/26 we decided the following

• 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 0% refund