A product should be of good quality. You see this on many websites, and these bits of text always leave a bit of a bad taste in the mouth. As if they’re there just because they have to be. We’ve let our consumer hearts speak 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 guide
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 full process in 8 steps

 

1. Get in touch!


Report your warranty claim via the returns portal. Have your order number to hand and describe the issue as clearly as possible; the more we know, the quicker we can identify the fault.

You’ll receive a message within 24 hours with everything you need. Not sure if something’s covered by the warranty? Feel free to call or email us.

 

2. Packing


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

Place the packaging in a outer box and fill it out well, so that the product is properly protected and is sure to arrive in good condition.

 

3. Label or QR code


In the returns portal, select your carrier. With DHL, you can choose between printing a label or using a QR code, which the parcel collection point will use to print the label for you. With DPD, you print the label yourself.

If you’re printing a label, stick it on the longest side of the box. A guaranteed return is always free of charge.

 

4. Collection or drop-off


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

5. Your parcel is being returned


Your parcel will take around 1–2 working days to reach us. We usually receive parcels in the afternoon. Once they’ve arrived, we’ll process them within 2–3 working days.

 

6. Checking your product


We’ll check the issue you’ve described. We may ask you a few more questions to help us identify the fault more quickly.

We’ll do our best to inspect the product on the same day. We’ll 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’ll 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 do let us know. We can improve our service step by step using all the feedback we’ve gathered.

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 not exceed 120x60x60 cm in size and must weigh less than 23 kg.
  •  Please also pack faulty 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’ll charge €15 to cover the handling costs incurred.
  •  Please ensure your product is complete when you pack it up.
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 under ‘Specifications’. You can find it there.
Unfortunately not. We cannot replace items damaged by the user.
If a weekend is involved, it may take a little longer. Also, a fault doesn’t always become apparent straight away during testing. We therefore need a bit more time. We’ll always let you know as soon as possible.
The manufacturer doesn’t have your details. That’s why we can handle a warranty claim much more quickly and easily for you than the manufacturer can.
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 parcel, 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 mobile phone’s battery – it also runs out of power more quickly over time. The wear and tear of a battery depends very much on how it is handled, which is why a maximum 6-month warranty is provided for this component. Read here to find out how to look after your rechargeable battery as well as possible.