Returns & refunds

This page describes how we handle a return from start to finish: receiving, assessing, booking back and refunding. The principle is financially error-free: no double refunds, a correct VAT calculation and no mistakes.

The five steps

1. Receive the return — parcel in, link it to the right order.
2. Inspect & assess — determine the condition of the product.
3. Decide — back into stock, reject, or partial.
4. Refund — calculate the amount and process it.
5. Close out — close the order and inform the customer.

Step 1: Receive the return

A return comes in via a return label (Sendcloud) or as an unlinked parcel. Always look up the original order first via the order number and link the parcel to it. A return without a linked order may not be processed further — report this to the Warehouse Manager.

Step 2: Inspect & assess

Assess the returned product:

• Is it complete — all parts, accessories and any manual present?
• Is it unused and undamaged, in the original packaging?
• Does it actually match what was ordered and shipped?

Record the condition (with photos in case of doubt or damage).

Step 3: Decide

Condition of the product	Decision
Complete, unused, resellable	Book back into stock; full refund.
Minor defects / missing part	Partial refund, in consultation with the Warehouse Manager.
Used, damaged or not resellable	Not back into stock; the return can be refused or only partially credited.
Wrong or unexpected product returned	Do not process — align with the Warehouse Manager first.

Step 4: Refund

Calculate the refund amount carefully:

• Base it on the price actually paid for the returned items.
• Include the VAT correctly — this is a common source of errors.
• Determine whether shipping costs are refunded or not, according to our return policy.
• Process the refund once. Check that no (partial) refund has already been made — double refunds must be prevented at all times.

Step 5: Close out

• Book the product back into stock (if resellable) and close the return in the system.
• Inform the customer briefly and clearly: what was received, which amount was refunded and when.
• Does an item come back structurally, or is it often confused with another item? Pass this on to the Product Manager — they improve the online content to prevent future returns.