1. Shipping costs
For orders of € 350.00 or more, we offer free shipping within the Benelux. For orders of less than € 350.00, we charge € 16.00 for shipping costs.
2. Returns
Would you like to return a product or package? This is possible. To do this, please first contact our customer service within 14 days of receiving the package. Kindly provide us with the item number you wish to return and your order number.
Important: the product must be returned in its original - undamaged - packaging.
3. Options for returning
-
Bringing in to our shop:
You only need to bring the items you wish to return along with the receipt to our location: NV Van Maele Benelux - Tenhovestraat 22 - 8700 Tielt - Belgium. For returns in our store, we ask you to first send an email to our customer service with your order number and items.
-
Collection by our carrier at your home:
After we have received your message, we will request a collection order from our carrier. You will receive an email with instructions for this. We ask you to follow these instructions carefully.
You package your product unused and undamaged in the original packaging. You write your order number on the parcel and send it back to NV Van Maele Benelux - Tenhovestraat 22 - 8700 Tielt - Belgium. For each returned parcel (max. 30 kg), we will deduct a €15 administration fee from the amount to be refunded. If a date is agreed upon and the driver cannot come to collect, the costs of our carrier will be charged. This is in addition to the €15 administration fee.
Upon receipt of your return, and when it is established that the returned products are complete, undamaged, unused, and still in their original packaging, we will proceed with the refund.
4. Right of withdrawal
Private customers (consumers) have the right to cancel a purchase agreement within 14 days. Are you not satisfied with your purchase? Please contact us using the instructions above. We are happy to assist you in returning the item to us.
Important: Returns will only be accepted if they have been validated and organised by our customer service.
5. Refund of an online purchase
If you return an online purchase, you will receive the refund via the same payment method that you used for your purchase. If more than 14 days have passed and you have not yet received the amount, please feel free to email our customer service.
Note: if you have handed over the items to be returned to our carrier, the return costs will be deducted from the amount of your refund.