Exchanges, returns and defects
Business customers
For business purchases made by entrepreneurs, there is no right of withdrawal and no statutory cooling-off period. There is no statutory option to return the purchase within 14 days without stating reasons and receive a full refund including delivery costs.
Private customers
To request a return shipment, please always contact us. We do our best to process returns within 14 days. Returns that do not meet the conditions below may be refused and returned to the sender.
Please note: the cost of return shipping is at your own expense.
Return Conditions
- Please include a copy of the invoice and the reason for return with your shipment.
- The product must be unused, except for inspection necessary to assess its nature and characteristics.
- The item must be carefully and properly packaged according to its size, weight, and fragility.
- If possible, use the original packaging.
- The risk of damage during return shipment remains with the sender until the item has been received by us.
- If, upon receipt, the item or packaging is found to be damaged, or additional damage has occurred due to insufficient packaging, we reserve the right to deduct any resulting depreciation in value.
- The return must be shipped within 14 days after registration.
- Returns that do not comply with the above conditions may be refused or returned at the sender’s expense.
- Promotional and bundle products must be returned in full. Missing parts will be charged.
Register your return
Returns must always be registered in advance to avoid additional costs. If a return is sent without prior registration, costs may be charged, including a deduction of 35% of the purchase amount. This deduction is separate from any depreciation due to damage. Please refer to our Exchanges & Returns page for full details.
- Register your return via our customer service.
- Include your order number, invoice, and reason for return.
- Wait for return instructions from our customer service.
- Ship the return within 14 days after registration to the provided return address.
Please note: return shipping costs are at your own expense, unless agreed otherwise with our customer service.
Return conditions
- Include a copy of the invoice and the reason for return.
- The product must be unused, except for necessary inspection.
- The product must be returned in its original packaging, properly packed according to its size and fragility.
- Avoid damage to the original packaging. Do not apply labels, tape, or markings to it.
- The risk during return shipment lies with the sender until received by us.
- If damage is found upon receipt, we reserve the right to charge for any resulting depreciation.
- The return must be shipped within 14 days after registration.
- Returns that do not meet these conditions may be refused or returned at the sender’s expense.
- Promotional or bundle items must be returned in full. Missing items may be charged.
Private customers
Private consumers have a 14-day right of withdrawal after receiving their order.
After notifying us of the withdrawal, you have 14 days to return your order.
- Return shipping costs are at your own expense.
- In case of damage or depreciation, we reserve the right to charge at least 30% of the purchase amount (excl. VAT).
- The risk of return shipment remains with you until we receive the item.
Business customers
For business purchases, there is no statutory right of withdrawal.
There is no legal possibility to return an order within 14 days without giving a reason and receive a full refund including shipping costs.
Cancellation, exchange, or return is only possible in exceptional cases. Please contact our customer service.
What to do if my product is delivered damaged?
Was the item damaged during shipping?
Unfortunately, it can happen that damage occurs during transport. If your product was delivered damaged, we kindly ask you to provide the following photos as proof, along with a clear description of the damage or defect:
- A photo of the outside of the package, including the shipping label.
- A photo of the opened package, taken from above, so that both the contents and the protective inner packaging are clearly visible.
- A photo of the entire item.
- A close-up photo of the damage to the item.
After receiving the photos, we will assess them and discuss the next steps with you. We will determine the best solution on a case-by-case basis.
Tip: Always check immediately upon receipt if the items are functioning properly and contact us right away if an item was delivered damaged or defective.
Was the item damaged or defective during use?
For more information about repair requests, please refer to our section Warranty and Repairs.
Was the item damaged during shipping?
Although we take great care in packaging, damage during transport may occur. If your product was delivered damaged, please provide the following photos along with a clear description of the damage or defect:
- A photo of the outside of the package, including the shipping label.
- A photo of the opened package taken from above, clearly showing the contents and protective inner packaging.
- A photo of the entire item.
- A close-up photo clearly showing the damage to the item.
After receiving the photos, we will assess the situation and inform you of the next steps. The appropriate solution will be determined on a case-by-case basis.
Tip: please check immediately upon receipt whether the items are functioning properly and contact us without delay if an item was delivered damaged or defective.
Was the item damaged or defective during use?
For more information about repair requests, please refer to Warranty and Repairs.
Check the order immediately upon receipt
We advise you to check the order immediately upon receipt and confirm whether it has been delivered correctly and completely. Also, check if it might be a partial delivery, where the remaining part of the order can be shipped later.
Received the wrong item?
If you have received the wrong item, we kindly ask you to contact us. Please send us the following photos:
- A photo of the entire product.
- A photo of the product’s barcode.
Once we receive the photos, we will initiate the return procedure and ensure that the correct item is shipped to you as quickly as possible.
Check the order immediately upon receipt
We recommend checking your order immediately upon receipt to confirm that it has been delivered correctly and completely. Please also verify whether it concerns a partial delivery, in which case the remaining items may follow separately.
Received the wrong item?
If you have received an incorrect item, please contact us. Kindly provide the following photos:
- A photo of the entire product.
- A photo of the product barcode.
Once we have received the photos, we will initiate the return procedure and arrange shipment of the correct item as soon as possible.
Right of withdrawal, how does it work?
Only for private customers.
The right of withdrawal applies only to private consumers as it is part of the consumer legislation. Purchases with the intention of being used for business purposes are excluded from the right of withdrawal.
As a private customer, you have the right to use the right of withdrawal and to cancel your order within 14 days after receipt of your complete order without giving any reason. After you have notified us of your withdrawal, you have 14 days to return your order at your own expense.
Note:
- The shipping costs for the return in case of a withdrawal are at your own expense.
- In case of damage, we charge a minimum of 30% of the purchase price of the article (excluding VAT). Regardless of the degree of damage.
Procedure for withdrawal:
1. You have 14 days to notify us of the withdrawal in writing (after receiving the complete order). This can be done via the contact form on our customer service page. You can use the model withdrawal form.
2. After reporting the revocation, you have 14 days to return the order to us.
3. The shipping costs for returning the order are covered by you, and you are responsible for the successful return of your order.
4. Once we receive the order back, we will inspect the items for signs of use/damage. If there are damages / signs of use found, these costs are equal to 30% of the purchase price of the item (excluding VAT) deducted from the amount to be refunded. Within 14 days you will be refunded the remaining amount including any shipping costs incurred in connection with your order.
To exercise the right of withdrawal, the consumer must inform the seller (Toolnation, Aziëlaan 8, 6199AG Maastricht-Airport (NL), info@toolnation.eu, (+31) 85 237 15 03 (customer service)) via an explicit statement of the decision to withdraw. The consumer can make use of the model withdrawal form, the consumer is not obliged to do so.
Model withdrawal form
(complete and return this form only if you wish to revoke the contract)
To: Handelsonderneming Dirks B.V. (Toolnation)
(Return) address Toolnation distribution center: Aziëlaan 8, 6199AG Maastricht Airport
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) agreement concerning
the sale of the following goods revoke/ revoked (*): [Product + item number]*.
Ordered on (*)/ received on(*)
[Date]
[Name(s) consumer(s)(*)]
[Address of consumer(s)]
(*) Delete what does not apply.
More information about > Orders
Right of withdrawal (for private customers only)
The right of withdrawal applies exclusively to private consumers and forms part of consumer protection legislation. Purchases intended for business use are excluded.
As a private customer, you have the right to exercise your right of withdrawal within 14 days after receiving your order, without stating any reason.
After notifying your withdrawal, you have a further 14 days to return your order at your own expense.
Important conditions
- The cost of returning the order is at your own expense.
- In case of damage, Toolnation may charge costs of at least 30% of the purchase amount (excl. VAT).
Withdrawal procedure
- Notify your withdrawal within 14 days after receipt in writing via our customer service.
- After notification, you have 14 days to return your order.
- You are responsible for the correct and successful return of your order.
- Upon receipt, we will inspect the items for signs of use or damage.
- Any depreciation will be deducted from the refundable amount.
- The remaining amount will be refunded within 14 days after receipt of the return.
To exercise the right of withdrawal, the consumer must inform the seller (Toolnation, Aziëlaan 8, 6199AG Maastricht-Airport (NL), info@toolnation.eu, +31 85 237 15 00) of their decision to withdraw from the contract by means of a clear statement. The consumer may use the model withdrawal form, but this is not mandatory.
Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)
To: Handelsonderneming Dirks B.V. (Toolnation)
(return address): Aziëlaan 8, 6199AG Maastricht Airport
I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods:
[Product + article number]
Ordered on (*) / received on (*)
[Date]
[Name of consumer(s)]
[Address of consumer(s)]
(*) Delete as appropriate.
More information can be found on our exchanges and returns page.
Private customers
No, it is not possible to exchange items.
However, you can cancel your order (if it has not been shipped yet) or return it and order the correct item yourself. The costs for a return shipment are for you. Please contact us for the cancellation and return of items always. We kindly ask you to give us the reason for the return. We investigate each case to find the best solution there is.
Business customers
No, it is unfortunately not possible to exchange items.
For business purchases, meaning purchases made by entrepreneurs, there is no revocation right or legal remission period. They have no legal right to return their purchase within 14 days without giving reasons and receive a full refund including delivery costs.
Private customers
It is not possible to exchange items. Orders may, in some cases, be cancelled if they have not yet been processed, or the item can be returned and a new order placed.
Business customers
It is not possible to exchange items. Business purchases are not covered by a legal right of withdrawal or cooling-off period.
No, the cost of a return is at your own expense.
No, the cost of a return is at your own expense.
Do you still have questions?
Haven’t found the answer you were looking for? Please contact our customer service via the contact form or through your account.