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Returns and exchanges
We do everything we can to deliver you a perfect product. If a product nevertheless does not meet your expectations, then this product can be returned or exchanged. There are, however, certain restrictions. Please contact us within 14 days after receiving the order via our e-mail address:
In this e-mail you can indicate which items you wish to return. If so, please clearly state the article number, your name and address details, the relevant order number and your bank details. We only can accept returns unused, undamaged and in the manner as described here.
You can ship your return package to Postnl or another carrier. In addition, we can have the package picked up by the DHL carrier (within the Netherlands). With the second option we are forced to charge the shipping costs of EUR 12.00 within the Netherlands and EUR 15, - within Belgium. This amount can be settled with any return products or transferred. After receiving the payment or confirmation for the agreement for the returning cost, we will give the carrier the pick-up order and we will inform you about the day on which you can expect the carrier. When picking up via DHL it is unfortunately not possible to give an exact time or part of a day for the pick-up. If it is not possible at your address or an alternative address to pick up the package for an entire day, we recommend sending the package yourself. Please mention your order number and the text 'collection costs' at the time of payment and send us a request for collection by e-mail.
To prevent damage, it is advisable to use the same packaging method as we use. In contrast to normal use, the metal products can hit each other in the event of poor packaging during transport. This can damage the material and the surface. Especially with black products and brushed, shiny or matt nickel and chrome products, the surface can be irreparably damaged. Packages that do not have standard dimensions, such as a package with rods, are more susceptible to damage during transport. In that case it is advisable to have the package picked up (in the same package) or returned insured. At all times you are responsible for the proper packaging and the prevention of damage. The costs for sending the returns yourself are at your own expense.
As soon as the returned items are received by us, we will refund the purchase price for the returned items.
In case of complaints, you can send an e-mail to firstname.lastname@example.org within 14 days of receipt of your order. We will then contact you within 5 working days and try to resolve your complaint as soon as possible. If your complaint is well-founded, the amount you paid for the item in question will be refunded or you will be offered another product, without the defect, which in the first instance led to your complaint. The costs for sending are for your own account, unless otherwise agreed in view of the nature of your complaint. In that case, we will transfer the shipping costs you have made to your bank account after receiving the items. You must always frank your returns sufficiently. Insufficient stamped returns are not accepted by us.
Products that are custom made, such as door plates with a hole with a exeptional (not standard) size, (espagnolet) rods shorter than a meter or pipe, will not be taken back. In the case of rods or tubes with a length longer than one meter, it will be examined on a case-by-case basis whether these can be taken back.
A model form for your return can be found via the link Return form Interieurbeslag.be