In a private online purchase, you have the option to terminate the agreement without giving reasons, during fourteen days. This period commences on the date of receipt of the product. During this period, you should carefully handle the product and packaging. You can view the product only by unpacking it to the extent necessary to judge whether you keep the product. If you want to cancel your purchase, you return the product with all accessories and in original condition and packaging to us in accordance with the instructions provided by us. This can be requested via firstname.lastname@example.org.
Defect upon receipt
Have you received a defective product or when it has become faulty, please contact our customer service immediately.
For all returns we ask you to use our return form. You can request this form via email@example.com. Fill this form carefully and completely. This will avoid delays in processing.
With returns always mention:
- Article number, brand and type of product
- Order number
- A clear complaint
Sending back a product and / or order can only be done to the postal address as stated on the invoice.
Should an unexpected return packet not arrive with us then the buyer as a sender of the package is liable. So always make sure that the package with Signature on Delivery comes back to us. This prevents unnecessary discussions between us, the customer and the logistics service provider.
TOTALPROTEX B.V. checks every product returned on arrival in damage, malfunction and packaging. The condition of the returned product determines which will be refunded to the buyer.
For faulty or incomplete products, we are obliged to bill a damages fee.
When you're entitled to a refund of the entire or partial purchase amount, we will try to arrange this within 5 to 10 working days, within 14 days. This depends on whether the given account information is correct. The responsibility for correctly specifying the account data lies with the customer.
Who pays for shipping returns?
TOTALPROTEX B.V. accepts the return costs if:
- Wrong or incomplete delivery
- Product defect at delivery
The customer pays return costs if:
- Cancellation after shipment