Of course, it is very disappointing to receive the message that your return has not been accepted. We completely understand that this raises questions.
We do not refuse a return lightly. Below, we explain the most common reasons why a return does not pass our inspection.
The possible reasons
When we receive a return, we check it against a number of conditions. If the return does not meet these requirements, unfortunately, we cannot process it. These are the causes:
- The reflection period has expired
You have 30 days to decide whether you want to keep the product. If the parcel is only posted after this period, unfortunately, it is too late and we can no longer accept the return. - Damage due to own use (not covered by warranty)
Of course, you may return a product if it breaks due to a manufacturing defect; you are covered by warranty for that.
However, if the product has been damaged due to your own actions—for example, fall and impact damage, water damage, or damage caused by incorrect use—then this is not covered by the warranty conditions and the return will be refused. - The return is incomplete
Are essential parts, accessories, or cables that were included with the original product missing? Then the product is incomplete and we cannot accept it.
What can I do now?
Do you believe that your return was wrongly refused, or do you think there has been a misunderstanding?
Please feel free to contact our customer service. We are happy to look for a solution with you. To help you as best as possible, we kindly ask you to send evidence (for example, photos of the product). This way, we can assess the situation together.