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Returns and service
Did you purchase the wrong thing? Or is it broken? That is a bother. And we are happy to resolve it for you. We are happy to explain how we can do that.
- We do not make it difficult.
- Free returns (within the Netherlands).
- 14 days' cooling off period on all our products.
- For exchanges: you often have your new product the following day.
- For returns: your money back without charge within 14 days.
- For defects: a good product often delivered the following day.
14 DAYS' COOLING OFF PERIOD
Not satisfied with your purchase? There is a cooling off period of 14 days in which you can return the product without stating a reason, starting on the day you receive the product. From the time of reporting the return, you have 14 days to return the products. The product must be unused and, where possible, be returned in the original packaging. Feel free to examine the product as you would in a shop. For example: take a tube of cream out of the box and look at it from all sides, but do not remove the cap. Still in doubt? Then contact us.
Please follow the rules below. This allows us to handle your return as smoothly as possible.
- If you are returning the entire order, all the gifts received must also be returned. If you are sending back a part of the order, then all the gifts for which you are not eligible should be returned. If you do not send back the gifts or they are used, then we will charge for them.
- We refund all payments, including any delivery costs we have charged for the returned product, as soon as possible but within 14 days following the day you report the return. Unless we offer to collect the product ourselves, we may wait with your refund until we have received the product or you have demonstrated that you have sent the product back, whichever is sooner. We use the same payment method used for payment to make the refund. Unless you consent to another method. Did you pay for your order entirely or partly with a gift certificate (e.g. Dehcos Kadobon, VVV Cadeaubon, Fashion Cheque)? Then you will receive this (part) back as a Dehcos Kadobon. The refund is free of charge.
- Costs for return shipment within the Netherlands are paid by us.
Costs for return shipment from countries other than the Netherlands are:
- ... in case of defects and/or receiving the wrong product, borne by us;
- ... in case of a mistake on your part, borne by you;
- ... in case of an allergic reaction, borne by you;
Many of our products cannot be taken back after they are used for hygienic reasons, as we can no longer sell them. If you have used such a product and are not satisfied, then contact us. We would like to hear why you are not satisfied, and a solution can often be found.
It is of course not pleasant when you have a complaint about the service as you experienced it. Even so, we kindly request that you forward your complaint to the customer contact department. You can do this by e-mail, regular post and/or by phone.
Our staff in the customer contact department will review the complaint and try to resolve the complaint to everyone's satisfaction.
After receipt of your complaint, you will be sent a confirmation. We will respond to your complaint within 14 days of receiving it; should more time be required, we will keep you informed.
Should you not be happy with that, you can always contact the mediation department of Stichting Webshop Keurmerk with which we are affiliated. Should the mediation attempt not lead to a satisfactory solution for any reason, it is possible to submit the complaint the Geschillenscommissie (Services Disputes Committee; SGC).