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Exchange and return

exchange

Cooling-off period

We do everything we can to fulfill your order to your satisfaction. If you still want to cancel your purchase, you can do so within 14 days of purchase. This is the so-called cooling-off period. This period starts on the day the package is received by or on behalf of you. For returns you can use our return procedure.
What to do in the following situations:

Unfortunately you have ordered the wrong item
 Despite the search system by article category, article type or article number, it is possible that you have ordered the wrong article. You can use our return procedure to return the package to us. In this case, shipping costs are for your account.

You have received the wrong item or your shipment is incomplete
 Always check after receipt whether your shipment is complete and correct. If an incorrect item has been delivered or an item is missing, please report this to customer service. We will then ensure that we correct our error as soon as possible.

You have received a defective item
 If you have received a defective item, you can use our warranty procedure.

Warranty period
 Every product comes with a legal guarantee as standard. In addition, we provide the following specific warranty per product group:

Stas systems
All original suspension systems from this manufacturer are covered by the standard manufacturer's warranty.

Newly suspension systems
At Alle-Hangsystemen.nl you receive a 5-year warranty on all parts of the Newly brand.

Arti Teq hanging systems
At Alle-Hangsystemen.nl you receive a 10-year warranty on all parts of the Artiteq brand.

Various other suspension systems
At Alle-Ophangsystemen.nl you receive a 12-month warranty on defects in items from all other manufacturers.

Warranty procedure
 It is annoying if an article does not function or does not function properly. Always follow the instructions on the packaging and also consult the manual of your suspension system for any troubleshooting. If an item does not function properly immediately upon receipt, you must notify us as soon as possible. In this case, please contact our customer service for troubleshooting. If the item turns out to be defective, we will always propose a solution. Follow these steps if you want to send an item to us for warranty:

1. Request an RMA number from our customer service within the warranty period.
2. Send the defective item to us as soon as possible and at the latest within 14 days after the RMA number has been assigned. You will receive a free reply number from us for the shipment.
3. Pack the warranty item properly when you send it.
4. The warranty shipment must clearly state a note with address details and telephone number, as well as a description of the problem and the RMA number . Also include a copy of the proof of purchase.

The consumer bears the risk for the return shipment, we therefore advise you to send the package by registered mail and to keep the proof of shipment, so that you can claim any loss from your carrier.
For the exact situations in which warranty applies and exclusions to this, look under the Warranty article of our General Terms and Conditions .

Return

Return procedure

You can use the following procedure for a return shipment:

1. Request a return form with RET number from our customer service within 14 days of receiving your order.
2. Complete the return form completely and send it to customerservice@alle-hangingsystemen.nl
3. The order must be returned as soon as possible and no later than 14 days after the RET number has been assigned.
4. The packaging of suspension system components is important. These products must therefore (if applicable) be unopened, in original packaging and undamaged.
5. If a packaging is nevertheless damaged, alle-ophangsystemen.nl can choose to partially reimburse the product.
6. Do not write texts and do not stick stickers or adhesive tape on the packaging.
7. Pack the return items in a cardboard box or the tube supplied with the order to prevent damage during transport.
8. The return shipment must be sent to us with sufficient postage.
9. The RET number must be clearly stated on the return shipment.
10. The consumer bears the risk for a return shipment. We therefore advise you to send the package by registered mail and to keep the proof of shipment, so that you can claim any loss from your carrier.

Excluded from returning
 1. Opened or damaged consumables such as screws and plugs.
2. Items manufactured on behalf of the buyer – for example, extra long or short wires.
3. Items damaged in use by the customer.
4. Items purchased other than through our webshop.

Alle-ophangsystemen.nl reserves the right to refuse returned products or to credit only part of the invoice amount if the product has already been opened, used or damaged. This condition also applies to goods that have been returned without permission and/or RMA form.

Do you have any other questions about returning products? Then please contact customer service .

Who pays the shipping costs?

When do we pay the shipping costs for your return?

We will pay the shipping costs of your return if one of the following points applies to your order:

If the product is defective or the wrong product has been delivered.

  1. If you receive a product that you did not order.
  2. If you have ordered a product based on incorrect product information on the website.

When do you have to pay the shipping costs of the return shipment yourself?

Do you have to pay the shipping costs of the return yourself?

  1. If you are not satisfied with your product
  2. If you accidentally ordered the wrong product

The return shipping amount always depends on the weight and size of the shipment. The basic amount for returning letter mail (letterbox box) via PostNL is € 3.95 (2020). The basic amount for returning a postal package is € 6.95 (2020). For the return of long packages (of 2 meters) you usually pay around € 24.95 (2023).

If you, as a consumer, make use of your right of withdrawal, the costs of the return will be borne by you at most (provided that the goods are unused and delivered in their original packaging).

We do advise you to send a return shipment with track & trace or registered mail at all times. If your package is lost at a postal service during the shipping process, we are not liable.

Complaints

Despite all our efforts, it is possible that you are not satisfied with our products or service. If this is the case, we request that you make your complaint known to us as soon as possible. You will always receive a response to your complaint as soon as possible and at the latest within 14 days. You can make your complaint known to us in the following ways:

1. First contact us by phone on 085-4010928 . The employees of our customer service will try to resolve your complaint as quickly as possible and to your satisfaction.
2. Still not satisfied with the solution offered? Send your complaint as complete as possible by e-mail to customer service . We will review your complaint and, if possible, try to offer you another solution.
3. If your complaint has not been resolved satisfactorily, you can submit your complaint to the Dutch Thuiswinkel Organization via their website .
4. If we really cannot come to an agreement in mutual consultation, you can submit your complaint to the Thuiswinkel Disputes Committee. This has never happened in our history, but for the sake of completeness we mention this possibility anyway. For more information, visit www.sgc.nl. The decision of the Disputes Committee is binding.