Returns

Frequently asked questions about returns


Can I return an order?

We treat your order with the utmost care. If the item unfortunately doesn’t get delivered undamaged, we kindly request you to contact us to report it as soon as possible.

If you are for some reason not 100% satisfied, you can also return the product without giving reasons (right of withdrawal). You can return the item:

  • within the period of 30 days after receipt
  • if the article is complete with all accessories
  • in the - as far as reasonably possible - original condition and factory packaging.

How do I make use of the right to return?

You can easily make use of your right of return by using one of these two options:

  1. Inform our staff by email or phone to that you want to return the item. Contact us.
  2. Do you prefer to write a letter to let us know you want to cancel the purchase? You can do so by  using a standard form that has been developed by European collaboration, which can be downloaded by this link: Model withdrawal form.

After this you have up to 14 days to actually return the item. How to return your order from the Netherlands and Belgium you can see below here.

For more information, see our terms and conditions.


Which items can not be returned?

Some items can not be returned, like the following ones:

  • Products that are customized according to your specifications
  • Items that can not be returned due to their nature. If this applies it is clearly stated in the article, or you see it importunately before you make your final order.
  • Audio recordings, video recordings and computer software that you have broken the seal from.

For more information, see our terms and conditions.


How do I return my order from the Netherlands?

Please check the page ‘Can I return an order’ above first. If the items you ordered and factory packaging are no longer (if reasonably possible) in original condition, you have no right to return (right of withdrawal).

With every order you will receive a return form. You can use this form to return the article and accessories by following the next steps:

  1. Pack your articles (including accessories and factory sealed in its original state) and the return form in an outer packaging. Did you throw away the return form? Then add a copy of the invoice.
  2. Print this label: Return Label Netherlands and attach it to the outside of the outer packaging.
  3. Look at this page where you can hand over your package for free: Find a Kiala / UPS Access Point
  4. Hand your package over there and take your shipping confirmation receipt.

Your package will now be sent to the Beaumotica-ActiveAnts distribution center, this can take up to four days. Upon receipt, we will process your return within two working days.

Please notice:
If you deliver the package, you will receive a shipping confirmation receipt. We kindly ask you to keep this confirmation in a secure place so it doesn’t get lost. We can ask you for this confirmation receipt later.

As an example for outer packaging you can use the packaging in which you received your order.  Make sure that at least the outer packaging provides adequate protection to the article and the original factory packing so the packaging reaches us - if reasonably possible - as new.

Is the factory packaging too large to put in another outer box? Do not hesitate to ask us for some practical tips, such as: wrap the factory packing with cooking or wrapping foil, after you have placed resilient material on any vulnerable side (like bubble wrap, towels, blankets or whatever is available).

When you send an item back other than the prescribed conditions, your payment obligation is not affected and we may decide that we do not take future orders in consideration. In case of doubt, please contact our Customer service by using the Customer Service pages.


How do I return my order from Belgium?

Please check the page ‘Can I return an order’ above first. If the items you ordered and factory packaging are no longer (if reasonably possible) in original condition, you have no right to return (right of withdrawal).

With every order you will receive a return form. You can use this form to return the article and accessories by following the next steps:

  1. Pack your articles (including accessories and factory sealed in its original state) and the return form in an outer packaging. Did you throw away the return form? Then add a copy of the invoice.
  2. Print this label: Return Label Belgium / Luxembourg and attach it to the outside of the outer packaging.
  3. Look at this page where you can hand over your package for free: Find a Kiala / UPS Access Point
  4. Hand your package over there and take your shipping confirmation receipt.

Your package will now be sent to the Beaumotica-ActiveAnts distribution center, this can take up to four days. Upon receipt, we will process your return within two working days.

Please notice:
If you deliver the package, you will receive a shipping confirmation receipt. We kindly ask you to keep this confirmation in a secure place so it doesn’t get lost. We can ask you for this confirmation receipt later.

As an example for outer packaging you can use the packaging in which you received your order.  Make sure that at least the outer packaging provides adequate protection to the article and the original factory packing so the packaging reaches us - if reasonably possible - as new.

Is the factory packaging too large to put in another outer box? Do not hesitate to ask us for some practical tips, such as: wrap the factory packing with cooking or wrapping foil, after you have placed resilient material on any vulnerable side (like bubble wrap, towels, blankets or whatever is available).

When you send an item back other than the prescribed conditions, your payment obligation is not affected and we may decide that we do not take future orders in consideration. In case of doubt, please contact our Customer service by using the  Customer Service pages.


How do I return my order from outside the Netherlands and Belgium?

When you wish to return any article from countries outside the Netherlands and Belgium, please contact our Customer service. We are pleased to help you.


When will I receive my refund?

After your return or cancellation of your order we will refund the full purchase price including shipping costs as soon as possible to your account. Keep in mind it takes some processing time. If you paid with iDeal or bank transfer the amount will be refunded not later than five working days after posting date to your account. Please note that the time the credit card processor processes the payments and crediting usually takes longer than other payment methods.


Do I get a refund of the shipping costs?

Returning your order usually will cost you nothing. Returns from the Netherlands and Belgium can be send back free of charge. For returns from abroad and packages that have unusual measurements that need to be picked up by a courier we have different rates, please contact our customer service.

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