Returns and right of withdrawal

Not happy with your order? You have 14 days to change your mind, and you do not have to give a reason. Here is exactly what that means, how to arrange it, what it costs and when you get your money back.

Your 14 days

The period starts the day after you (or someone on your behalf) received the last item of the order. Within those 14 days you tell us you want to withdraw. After that you have a further 14 days to actually send the item back. So there are a good four weeks between delivery and the last day your parcel may be posted.

During the period you may inspect and assess the item as you would in a shop. If you go further than that and the item loses value as a result, we may set that loss of value off against the refund.

You may also return part of your order. Choose the item and the quantity per line in the customer portal.

How to notify a withdrawal

There are three ways. All three are valid; pick whichever suits you.

1. In the customer portal — the quickest. Go to My orders, sign in with your e-mail address and open the order. On a shipped order you will find the Register a return button. You pick the items and quantities and see straight away what you get back.
2. With the European model form — download the model withdrawal form, fill it in and send it to the address at the bottom of this page. Using this form is not compulsory.
3. By e-mail — a clear message is enough. Send it to the address at the bottom of this page, stating your order number (it is in the order confirmation) and which items you are returning.

We confirm every notification by e-mail. That confirmation carries your return number, the return address, and a return form as a PDF: a document with an address block you cut out and stick on the parcel, plus a list of what you are sending back. Print it, put the rest of the form inside the parcel and post it. No printer? Write the return number and the return address clearly on the parcel by hand — that works too.

The return address

Send your parcel to:

Vieta Services — Retouren Dorpsstraat 2 1421 AZ Uithoorn The Netherlands

[TO CONFIRM] — this address must be identical to the return address in Settings → shop in the admin, because that is the address printed on the return form and repeated in the confirmation e-mail. If the address changes, change it in both places.

Always state the return number on or inside the parcel. That number is how we recognise your parcel when it arrives; without it, handling takes longer.

The cost of returning — you pay it

The cost of the return shipment is yours. You buy the postage yourself, at a service point or online, and you frank the parcel yourself.

We do not supply a prepaid return label and we do not offer free returns. What we do supply is the return form described above: a PDF with the address block, your return number and the items you are sending back. It is a printable document, not postage — nothing has been paid on it.

We tell you this before you buy, here and on the order page, because we may only charge return costs to you if that has been made clear beforehand.

[TO CONFIRM] — this position must be identical to the terms & conditions, to the order confirmation, and to the who pays return costs setting under Settings → shop. If you decide to bear return costs yourself, change that setting — the wording on the site follows it.

Send it with track and trace

Send the parcel with track and trace and keep your proof of postage. That is not a formality but your own protection: we may withhold the refund until the parcel is with us or until you can demonstrate that you have sent it back. Proof of postage is how you demonstrate it, and it brings your refund forward.

Refunds — when and how

We refund within 14 days of your notification, using the same payment method you used. If you paid by iDEAL the money returns to the same account; if you paid by card it returns to that card. You never have to send us a bank account number, and we never ask for one.

We may withhold the refund until we have received the item back, or until you have demonstrated that you have returned it. In practice we refund as soon as your parcel is in and checked.

What you get back:

• If you withdraw from the whole order, you get the purchase price plus the standard outbound shipping cost.
• If you send part of it back, you get the value of those items. The outbound shipping is not refunded then — it was incurred for the order you are keeping.
• If you chose a more expensive delivery method than our standard one when ordering, we do not refund the difference.
• If you cancel before we have dispatched, we refund immediately — there is nothing to come back.

Every refund comes with a credit note. Like your invoice, it is waiting for you in My orders.

It then takes a few more working days before your bank or card issuer credits the amount. We e-mail you when the refund has been executed by our payment provider; we never say the money is back before it really is.

When the right of withdrawal does not apply

For some items the right of withdrawal does not apply — for example items made to your specification or clearly personalised, and sealed items that cannot be returned for reasons of hygiene once the seal is broken. [TO CONFIRM] — complete this list with the exceptions that genuinely apply to the range, and state them on the product pages concerned as well.

Too late? Tell us anyway

If you are past the 14 days, register the return anyway. The system does not refuse it: it reaches us marked as outside the period, and a person looks at it. We will tell you what we can do.

Damaged or wrong item

If an item arrived damaged or we sent the wrong thing, tell us as soon as you can by e-mail with your order number and a photo. That is not a withdrawal but a case for our guarantee and complaints procedure; the cost of returning the item is then ours.