We think it is important that you are satisfied with your purchase. Below you can read how returns and cancellations work at SanitairLuxe.
Returns & cancellations
We think it is important that you are satisfied with your purchase from SanitairLuxe. In this returns and cancellation policy we explain how returns, cancellations and refunds work. Do you have questions or are you experiencing a problem? You can always contact our customer service team.
Cooling-off period and right of withdrawal
As a consumer, you have the right to cancel your order within thirty days of receipt without giving a reason. This is longer than the statutory period of fourteen days. After cancelling, you then have a further fourteen days to return the product to us.
During this cooling-off period, we ask you to handle the product and its packaging with care. The product may only be unpacked and used to the extent necessary to establish its nature, characteristics and functioning.
Conditions for returns
A product is eligible for return if it is unused and undamaged. Where possible, we ask you to return the product in its original packaging.
After receipt and inspection of the returned goods, the purchase amount will be refunded as quickly as possible via the original payment method. This will take place within fourteen days at the latest.
How do I register a return?
You register a return via our online returns form. Enter your order number and the email address used for your order, choose the product or products you wish to return and state the reason for the return.
Add at least 3 photos per product from different angles: the front, the back or side, and the packaging.
Pack the product carefully, write your order number on or in the parcel, and send it yourself to our returns address: SanitairLuxe, Overwegwachter 6, 3034 KG Rotterdam, Netherlands. You can also bring the product to our showroom at the same address.
Return costs
The costs of returning a product are always for the customer's account. This applies in all cases, including damaged, defective or incorrectly delivered products.
Exceptions to returns
The right of withdrawal does not apply to made-to-measure products and products specially made to size or manufactured to your specific wishes, to specially ordered products, to used or installed products, and to incomplete products. Hygiene products whose seal has been broken after delivery also cannot be returned. If you are unsure whether a product falls under this, we advise you to contact us in advance.
Damaged or incorrectly delivered products
If a product arrives damaged or defective, or if you have received the wrong product, we ask you to report this as soon as possible, preferably within forty-eight hours of receipt. You can do this via the returns form, with photos of the product, a close-up of the damage and photos of the packaging. We will assess your report and contact you within 2 working days with a suitable solution. We ask you not to return the product before we have contacted you.
Refunds
After receipt and inspection of the returned goods, the purchase amount will be refunded as soon as possible via the original payment method. The refund will take place within fourteen days at the latest after receipt and inspection of the return.
Complaints
Are you not satisfied with our products or service? You can submit your complaint to us via our customer service team or by email. We take every complaint seriously and aim to reach a suitable solution together.
Contact
Do you have questions about returns, cancellations or complaints? Please feel free to contact us at info@sanitairluxe.nl or visit our contact page for more information. We are happy to help you further.