A product should be of good quality. You see this on many websites, and these bits of text always leave a bad taste in the mouth. As if they’re there just because they have to be. We’ve listened to our consumer instincts and set out a number of clear terms and conditions that will benefit you:

  •   A faulty item must be able to be returned free of charge. If something breaks within the warranty period, it’s our problem
  •   Warranty claims must be dealt with quickly so that the customer is without the product for as short a time as possible
  •   Communicate clearly and effectively so that the customer is never faced with any surprises

We’re starting that clear communication right here, by showing you at a glance what our warranty returns service means for you.

Our handy returns overview
See at a glance whether you can return your warranty claim free of charge

 Gratis retourneren vanuit NederlandGratis retourneren vanuit BelgiëRetourneren vanuit Duitsland
Warranty fromthe NetherlandsBelgiumGermany
Free returns   
Delivery time1–2 working days2–3 working daysDepending on the chosen carrier
Track and trace  Depending on the chosen carrier
Return processedWithin 2–4 working daysWithin 2–5 working daysDepending on the chosen carrier

Steps for your warranty return
The complete guide in 8 steps

 

1. Register!


Register your warranty in whatever way suits you best.

You can use the returns form, send an email, chat, call (0762600207) or report a fault via your account. Please state what the problem is and note down your order number.

You’ll hear from us within 24 hours.

 

2. Packing


Please pack your product securely and check that it is complete so that we can inspect it properly. For example, don’t forget the dongle if you’re returning a wireless mouse.

Place the packaging in a shipping box and fill it out well, so that the product is well protected and is sure to arrive safely.

 

3. Affixing the label


You will always receive your pre-paid return label by email. Along with the label, you will receive clear return instructions. For example, we ask that you stick the label on the longest side of the box.

 

4. Collection or drop-off


You can return your parcel within 14 days. You can drop it off at a carrier’s collection point. Some carriers can also collect the parcel when they are at your door to deliver another parcel. 

5. Your parcel is being returned


Your parcel will take around 1–2 working days to arrive. We usually receive parcels in the afternoon. Once they arrive, we will process them within 2–3 working days.

 

6. Checking your product


We will check the issue you have described. We may ask you a few questions to help us identify the fault more quickly.

We do our best to check the product on the same day. We will then get in touch with you.

 

7. Repair or replacement


Depending on the problem, we will either repair or replace your product. We will always communicate this clearly.

We will send the repaired or new product to you so that you can get back to using it as soon as possible.

 

8. Warranty sorted!


You’re back to work with a product that’s working perfectly.

If there’s anything you’d prefer to see done differently, please let us know. We can use all the feedback we receive to improve our service step by step.

Points to note, because nobody likes surprises

  •  For a free return from the Netherlands, your parcel must be no larger than 175x78x58 cm and weigh less than 30 kg.
  •  For a free return from Belgium, your parcel must be no larger than 120x60x60 cm and weigh less than 23 kg.
  •  Please also pack defective items securely. It would be a shame if the product were to suffer further damage during transit
  •  Has your order arrived damaged? Please report this within 24 hours of receipt.
  •  Wear-and-tear parts are covered by specific warranty arrangements; for example, internal batteries are covered by a 6-month warranty.
  •  It never hurts to double-check your faulty item. If a product turns out not to be faulty, we will charge €15 for the handling costs incurred
  •  Make sure your product is complete when you pack it.
A broken product is a real let-down!
- that’s why we make it as easy as possible for you -

Frequently asked questions

Your warranty starts from the moment you receive your product.
We always state this on the product page in the specifications. You can find it there.
Unfortunately not. We cannot replace damage caused by the user.
If a weekend is involved, it may take a little longer. Also, a fault doesn’t always reveal itself immediately during testing. We therefore need a little more time. We will always let you know as soon as possible.
The manufacturer does not have your details. That is why we can handle a warranty claim much more quickly and easily for you than the manufacturer itself.
Please report this within 24 hours by sending an email to [email protected]. Make sure you include your order or invoice number and attach photos of the entire shipment, including any damage.
Naturally, we hope you’ll enjoy your new purchase for many years to come; with proper use and maintenance, this shouldn’t be a problem. When it comes to rechargeable batteries, warranty arrangements are a bit more complicated. A (Li-ion) battery is susceptible to wear and tear, although under normal use this wear is minimal. Just think of your phone’s battery; it also runs out faster over time. Battery wear and tear depends heavily on how it is handled, which is why a maximum 6-month warranty is provided for this component. Read here Read here to find out how to look after your rechargeable battery as well as possible.