Refund Policy
Reflection Period / Right of Withdrawal
1. In the event of a consumer purchase, according to the Distance Selling Act (Article 7:5 of the Dutch Civil Code), the buyer has the right to return (part of) the delivered goods within a period of 14 working days without giving any reason. This period begins at the moment the ordered items are delivered.
2. If the buyer has not returned the delivered goods to EFW after this period, the purchase is final. The buyer is obligated, before proceeding with the return, to notify EFW in writing within the period of 14 working days after delivery. The buyer must prove that the goods were returned on time, for example by showing proof of postal delivery.
3. The buyer is obliged to register return items in writing with customer service. This must be submitted by email, addressed to webshop@ef.com . Under which categories can items be returned? EFW can only take back items under: wrongly ordered, product defect, and product not as desired. However, the desire must be properly communicated and our customer service staff will first perform a check.
4. Returned items must be done in the original packaging (including accessories and accompanying documentation) and in new condition. If the items have been used, encumbered, or damaged in any way by the buyer, the right to dissolve the agreement as per this clause is void. EFW reserves the right to charge administrative costs for the return. An envelope does not meet the return conditions.
5. With regard to the provisions of the previous clause, EFW ensures that within 30 days after the proper receipt of the return shipment, the full purchase amount, excluding the calculated shipping and administrative costs, is refunded to the buyer. Returning the delivered goods is entirely at the expense and risk of the buyer.
6. The right of withdrawal does not apply to: – services for which the execution, with the consent of the buyer, began before the term of seven working days; – goods or services whose price is tied to fluctuations in the financial market, over which the supplier has no influence; – goods that are manufactured according to the consumer’s specifications, for example custom-made, or which have a clearly personal character; – for goods or services that by their nature cannot be returned, for example due to hygiene or which can quickly spoil or age.
7. If the returned product is not received in accordance with the conditions, the purchase amount will not be refunded. The product remains the property of the buyer, who is obliged to collect their property within two weeks. Upon request, the product can also be delivered, with delivery costs borne by the buyer.
8. B2B purchases are excluded from the reflection period/right of withdrawal.
9. Returns are only processed up to two months after the purchase date, provided they meet the above conditions.
Defects and Complaint Period
1. The Buyer is obligated to inspect the products immediately upon receipt.
2. Complaints by the Buyer regarding defects in the product or delivery, which are externally visible, must be notified to EFW within 14 days after delivery (or within 14 days after the invoice date if the products could not be delivered to the Buyer).
3. A Buyer, not being a consumer buyer, is not entitled to return the products without justified complaints. If this happens without valid reasons, all costs associated with the return will be charged to the Buyer. In such cases, EFW is free to store the products at the expense and risk of the Buyer elsewhere.
Retention of Title
1. Notwithstanding actual delivery, ownership of products does not pass to the Buyer until the Buyer has fully paid all that they owe under any agreement with EFW, including payment of interest and costs, also from earlier or later deliveries and any work performed or to be performed in relation to the products.
2. The buyer may not encumber, sell, resupply, alienate, or in any other way burden the products before the ownership thereof has passed.
Warranty and Liability
1. Principally, the warranty given by EFW for delivered products is as established by the manufacturer of the respective item. If the delivered item does not conform to the agreement, the Buyer must notify EFW within a period of two months from the discovery thereof.
2. EFW is never obliged to pay any compensation to the Buyer or others, unless there is intentional misconduct or gross negligence on its part.
3. EFW accepts no liability for consequential or business damage, indirect damage, and loss of profit or turnover.
4. If EFW is, for any reason, held responsible for any damages, then such compensation shall not exceed an amount equal to the invoice value in relation to the product or service causing the damage.
5. Notwithstanding the provisions in this article, no warranty applies in the following cases: – if wear and tear can be considered normal; – if changes have been made to or on the product, including repairs not performed with the consent of EFW or the manufacturer; – if the original invoice cannot be presented, has been altered or made illegible; – if defects are the result of use not corresponding to the intended purpose or unskillful use; – if damage has arisen through intent, gross negligence or negligent maintenance.
6. If repairing a defect involves costs, the Buyer will be informed thereof. If the Buyer does not expressly agree in writing to the cost estimate, they may receive their property back upon payment of the examination costs. If the Buyer has not paid these investigation costs (6) months after being offered the cost estimate, the ownership of the product reverts to EFW.
Repayment
Once EFW receives the return, the products will be inspected. If they meet the return conditions, a credit invoice will be issued, which will be provided by email. The refund will be processed by the financial department within 7 – 14 working days, via the payment method chosen during the order placement.
