Return and complaint procedures

How do I make a return?
As a consumer, you have the right to cancel your purchase without any particular reason within 30 days of receiving your order. The item must be unused and undamaged.

To make a return, send the item back to us and state that it is a return and your order number. Please note that you as a customer always bear the risk during transport. We do not send out a return slip; in case of undone purchases, you as the customer pay and arrange the return to us. You will find the return address in the confirmation email. Or if you write to us under the contact us tab, we will help you.

(We are considering covering return shipping in the future, but this would require an increase in our prices to cover the return costs.)

As soon as the items have been scanned into our warehouse, Billmate will process the refund.

When changing model or size, send back what you don't want to keep and place a new order on our website.

How do I make a complaint?

If you have received a defective or incorrect product, you should make a complaint. Email our customer service, enter your order number and describe your case. Feel free to send a picture of the product, this facilitates complaint handling for both you and us.

Can I return goods purchased via the website directly to you?

Yes, it's going great! Get in touch beforehand so that we can ensure that we are there. In some cases, we can even come to you.