Refund policy
Return and Refund Policy Falkann
1. Right of withdrawal and return period
1.1 As a consumer, when making an online purchase you have the statutory right to withdraw from your order within 14 days after receipt, without giving any reason.
1.2 Falkann also voluntarily offers an extended return period of 30 days after receipt. Within this period, you can register your return or withdrawal with us.
1.3 After you have registered your return or exercised your right of withdrawal, you have a further 14 days to send the product back to us.
1.4 You can exercise your right of withdrawal via our electronic withdrawal function on the website, by e-mail or by means of any other clear statement.
2. Return conditions
2.1 You may inspect and assess the product as you would in a physical store.
2.2 The product should, as far as reasonably possible, be returned complete, in its original condition and in its original packaging.
2.3 If the product has been used beyond what is necessary to assess it, or if it has been damaged through use, Falkann may charge a reduction in value.
2.4 Please preferably include the invoice, order confirmation or another proof of purchase with the return shipment, so that we can process your return more quickly.
3. Return procedure and withdrawal
3.1 Would you like to return a product or exercise your statutory right of withdrawal? You can register your return or withdrawal via our withdrawal page: Request withdrawal. You can also contact us at info@falkann.nl, stating your name, order number and the product concerned.
3.2 After receiving your return registration or withdrawal statement, we will send you an e-mail confirmation and further return instructions as soon as possible.
3.3 If applicable, you will receive a free return label from us.
4. Return costs
4.1 The costs of return shipments are borne by Falkann.
4.2 If Falkann offers free returns, you will receive a return label or other shipping instructions for this.
5. Refund
5.1 After withdrawal, Falkann will refund all payments for the returned product, including the standard delivery costs paid by you for the original shipment, no later than within 14 days. This applies when the complete order is returned.
5.2 Falkann may withhold the refund until the product has been received or until you have provided proof that you have sent it back, whichever occurs first.
5.3 The refund will be made using the same payment method used for the original transaction, unless expressly agreed otherwise.
6. Exceptions
6.1 The right of withdrawal may be excluded for products where this is permitted by law, such as:
- custom-made or personalised products;
- products that spoil quickly or have a limited shelf life;
- sealed products that are not suitable for return for reasons of health protection or hygiene, where the seal has been broken after delivery.
6.2 If a product is excluded from return or withdrawal, Falkann will clearly state this in advance on the product page.
7. Complaints
7.1 If you have a complaint about a return or refund, you can submit it in writing or by e-mail to info@falkann.nl.
7.2 Falkann aims to respond substantively to complaints within a reasonable period and no later than 14 days after receipt.
8. Contact details
Falkann
E-mail: info@falkann.nl