Exchanges & Returns
Since 2001, the "Distance Selling" (Kopen op Afstand) Act has been in effect in the Netherlands. This is a good thing as it gives the consumer—that is, you—a stronger position. Since "Distance Selling" is in effect in the Netherlands, we apply certain rules and legislation regarding exchanges/returns and warranties. On this page, you will find important information about returning and/or exchanging items and how the procedure works.
Returning
Are you, for any reason, not satisfied with the delivered product(s)? We naturally offer you the option to send the package back and/or request a refund. We allow 14 days for this. Within this period, you have the opportunity to initiate the return procedure. The best way to do this is by contacting us via email or WhatsApp. To ensure the return process runs as smoothly as possible, we kindly ask you to follow the instructions.
Returning or exchanging items is only possible under the following conditions, as far as reasonably possible:
- The 14-day trial period after receipt of the item(s) has not yet expired
- Item(s) is/are unused
- Item(s) is/are undamaged
- Item(s) is/are packed in original packaging with included warranty certificates
Please note: if the items are damaged or demonstrably used, we may charge you for the costs. Therefore, ensure that the items are, as far as reasonably possible, unused and securely packed.
Exchanging
Does the delivered product not fit, or would you like to exchange it for a different product, for example? We naturally offer you the opportunity to exchange it. After you have purchased a product from us, you are entitled to a 14-day cooling-off period. Within this period, you can send the package back, provided it is unused and in its original packaging, as far as reasonably possible.
If you choose to exchange the item for a different product, you have the original purchase amount to 'spend' on your new order. If the amount of the new item is higher than the product you originally ordered, you will need to pay the difference. If the amount is lower, you are obviously entitled to the difference from us, and we will refund this amount using the payment method you used. In these cases, we will contact you briefly.
Costs
There are costs associated with shipping packages. We have arranged this as follows: If you wish to exchange an item, you can send the package back to us and the shipping costs will be split between the customer and Kappersmagazijn.nl. You must send the package to us yourself (always ask for proof of shipment) and pay the associated shipping costs. As soon as we have received the package, we will ship the new products. We will cover these shipping costs.
We estimate that these costs will be a maximum of €6.95 (standard shipment) or €8.60 (registered shipment) for a package sent to our return address from within the Netherlands. These costs are estimated to be a maximum of €10.00 (standard shipment) or €20.00 (registered shipment) for a package sent to our return address from within Belgium.
Tip: only need to return something small? Send it in a (large) envelope to reduce your shipping costs. This usually costs €3.50.
Should a mistake occur on our part and you receive the wrong items, we will naturally also cover the return costs. In that case, please always contact us first. You will still need to send the package back yourself via parcel post and pay the associated shipping costs. We will then send the correct items and reimburse the shipping costs you incurred as soon as possible, in any case within the legal period of 14 days.
If you only want your money back and have received the correct products you ordered, the return costs will be at your own expense.
If the item you received is defective and you have to return it as a result, this falls under our warranty policy and we will reimburse the shipping costs and send the new package free of charge. Please always contact us before sending the package back to ensure that the warranty policy applies.
Free shipping
If, due to the order amount, the order qualifies for free shipping, the shipping costs are not charged to the customer. In that instance, we cover these costs. For this reason, we reserve the right to deduct the shipping costs we incurred from the refunded amount in cases where the reason for return is not attributable to us (the product is not defective, there are no faults with the product, etc.).
Starting the return procedure
The return procedure must be initiated within 14 days of receiving the ordered items. Follow these 3 steps to return your package correctly:
Step 1: withdraw from the agreement
Withdrawing from the agreement before returning the package is not mandatory. When the 14-day trial period has not yet expired, you can also start directly at step 2 of the return procedure.
If you choose to withdraw from the agreement, you can do so in two ways:
- By using the included form for withdrawal, return, and/or exchange. Proceed directly to step 2 of the return procedure.
- By sending an email to info@kappersmagazijn.nl with: your name and address, the order number, and the item name(s) of the products you wish to return. Then proceed to step 2 of the return procedure.
Step 2: fill out the form for withdrawal, return, and/or exchange
Fill out the form for withdrawal, return, and/or exchange and include it in the package you are returning. Do not forget to enter the order number!
Once we have the order number, we can process your return faster, allowing you to receive your new items sooner or, if applicable, receive your refund more quickly. You can find the order number in the order confirmation email that we sent to you immediately after you placed the order.
Step 3: send the package back
Pack the item securely and include the completed form for withdrawal, return, and/or exchange in the box. Then send the package back within 14 days to:
Address details:
Kappersmagazijn.nl
Risk of return shipments
Return shipments are at the risk of the buyer/customer/consumer. This means that we cannot be held liable for the damage or loss of returned items. Therefore, always ask for proof of shipment and keep it safe. You can limit the risk by sending the package by registered mail. The estimated costs for a registered return shipment are mentioned above.
Processing
If we receive the products back in good condition, we will send the new item(s) to the address you provided. If you want a refund, we will transfer the purchase amount as soon as possible, but no later than 14 days after withdrawal from the agreement.
If the products are not in 'new' condition, meaning we cannot immediately offer them for sale again in our webshop/store, we will contact you regarding the handling. In that case, it is possible that costs may be charged, as mentioned above.
Still have questions about returning your purchase?
Feel free to contact us by filling out the contact form or calling: +31 50 364 23 77
