Returns | Right of withdrawal

What can I return and how do I do it?

If the products ordered do not meet your expectations or you have ordered the wrong product, you can return the products within 14 working days in their original packaging and unused (in the case of sealed articles with not broken seal!) returned to us:

You have the right to withdraw from the contract without giving reasons within a period of 14 days. The withdrawal period shall expire 14 days after the day on which you or a third party other than the carrier and indicated by you takes physical possession of the products ordered.

To exercise the right of withdrawal, please contact the customer service department of: 12Mate B.V., Vlietskade 1008G, 4241 WB Arkel by e-mail to [email protected]) of your decision to withdraw from the purchase agreement. You can use the model withdrawal form below for this purpose, but you are not obliged to do so. We will send you a confirmation of receipt of your withdrawal by e-mail.

You are on time if you return the goods before the 14-day period has expired.

Consequences of revocation

If you revoke the purchase agreement, you will receive back from us all payments you have made up to that point, including delivery costs (with the exception of any additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by us) without delay and in any case no later than 14 days after we have been informed of your decision to revoke the purchase agreement.

If your return meets the conditions, we will refund you using the same means of payment you used for the original transaction. We may ask for the account number you want the refund to be paid to and may wait to refund you until we have received the goods back. 

You will bear the direct cost of returning the goods. The cost for shipping parcels (within the Netherlands) up to 10 kg is currently €6.95. We cannot accept unstamped shipments.

Tip: always keep proof when returning a product. For example, a proof of return from the post office.

Read the full text in our General Terms and Conditions under article number 6.

MODEL WITHDRAWAL FORM

(You can copy and mail this text to [email protected]) Complete and submit this form only if you wish to revoke the purchase agreement.

To 12Mate B.V., Vlietskade 1008G, 4241WB Arkel: 

I hereby inform you that I revoke our purchase agreement regarding the sale of the following goods:

Item number(s):

Item name: 

Order number: YM- . . . 

Customer number: YM- . . .

Original date of order:

My name:

Address:

Postal code:

Residence:

Bank account number (IBAN) to which money can be returned:

Reason for return:

Defects

Despite the great care we take with your order, it may happen that you receive a defective item or that you receive the wrong product through no fault of your own. In that case, you should always contact us by sending an e-mail to our customer service via [email protected]. Then we can discuss how best to put everything right again for you.