Last updated: June 2026

This policy is in accordance with EU Directive 2011/83/EU (Consumer Rights Directive) and applicable Dutch consumer law. Your statutory rights as an EU consumer are not affected by this policy.

1. 14-Day Right of Withdrawal (Cooling-Off Period)

Retrofitlab.com grants you a 14-day right of withdrawal (herroepingsrecht) for all online orders, in accordance with your statutory rights under EU law. This period starts on the day you receive the product. Within this period you may cancel your order for any reason and without giving any justification.

You must notify us of your decision to withdraw within these 14 days. You then have a further 14 days from the date of your withdrawal notification to return the goods to us. The return does not need to arrive within the initial 14-day cooling-off period; it is sufficient that you send the goods back within 14 days of notifying us.

After the 14-day withdrawal period has elapsed without notification, the purchase agreement becomes final.

How to exercise your right of withdrawal:

You may use any of the following methods to notify us of your withdrawal:

•        By email: info@retrofitlab.com

•        By post: Retrofitlab.com, Warranty and Returns, Tolweg 2W, 3851 SK Ermelo, The Netherlands

•        By completing and returning the Model Withdrawal Form (see Section 7 of this policy)

•     Via our self-serve portal: log in to your account and use the Returns and cancellations link to submit your request directly.

We will send you an acknowledgement of receipt of your withdrawal by email without delay.

2. Condition of Returned Products

During the withdrawal period you may handle the product only to the extent necessary to assess its nature, characteristics, and function — as you would in a physical shop. To be eligible for a full refund, the item must be returned unused, undamaged, and in its original packaging.

Important: When inspecting the product, please wear gloves to prevent fingerprints or damage to the chrome layer.

Deductions for excessive handling or damage:

If a returned product shows signs of use, damage, or handling beyond what is necessary to assess it, we are entitled to reduce the refund amount to reflect any diminished value. We will inform you of any deduction before processing your refund.

Damage to the product or packaging discovered upon your return will be assessed and may also be deducted from your refund.

3. Refunds

Once we have received and inspected your return, we will notify you by email whether your refund has been approved.

Refund timeline:

We will issue your refund within 14 days of receiving your withdrawal notification. We may delay the refund until we have received the returned goods, or until you have provided proof of return shipment — whichever comes first.

What is refunded:

•        The full purchase price of the returned item(s)

•        Standard delivery costs you paid at the time of purchase (we refund up to the cost of our standard delivery option; premium delivery surcharges are not refunded)

•        Any mandatory administration or debit surcharges charged at checkout

What is not refunded:

•        Return shipment costs (these are at your expense — see Section 4)

•        Any reduction in value resulting from handling the product beyond what is necessary to determine its nature and function

Refund method:

Refunds will be issued using the same payment method you used for the original purchase, unless you have expressly agreed otherwise. You will not incur any fees as a result of the refund.

4. Return Shipment & Costs

Return shipment costs are at your expense, unless the return is the result of our error (wrong item sent, defective product, etc.). In that case, we will cover the return costs or provide a pre-paid label.

Maximum reimbursement for eligible returns (our error / defective product):

•        Netherlands: €12,50

•        Belgium and Germany: €17,50

•        Rest of Europe: €35,-

•        Rest of the world: €40,-

If the cheapest available shipping option exceeds these amounts, please contact us at info@retrofitlab.com before shipping.

Packages not prepaid or sent as cash-on-delivery (postpakket onder rembours) will not be accepted.

Always include a note inside the package with your order number and full address details. Returns received without this information cannot be processed or refunded.

Return address:

Retrofitlab.com – Warranty and Returns

Tolweg 2W

3851 SK Ermelo

The Netherlands

Returns from outside the EU: must be clearly marked as 'Returned Goods' on all customs documentation. If this is not done, any resulting taxes or customs charges will be deducted from your refund and will not be reimbursed.

5. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to the following categories, as permitted by Article 16 of EU Directive 2011/83/EU:

•        Custom work and retrofit services: All custom labour, our retrofit service, and any products specifically used or consumed as part of a retrofit service are excluded from the right of withdrawal. This is because these are bespoke goods or services made to your individual specification.

•        Butyl products: Once Butyl has been opened and/or used, it cannot be returned, as it is a sealed product that becomes unsuitable for return after unsealing for hygiene and product-integrity reasons.

•        Products purchased from our Outlet section: Outlet products are sold as-seen at a reduced price and are clearly marked as such at the point of sale. These are excluded from the right of withdrawal. You will be clearly informed of this exclusion before completing your purchase.

Note: Where an exception applies, we will clearly inform you before you place your order. If we fail to do so, your right of withdrawal may apply regardless.

6. Damaged, Defective, or Incorrect Items

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect. This allows us to assess the issue and resolve it promptly.

Under EU law, you have a statutory legal guarantee of at least two (2) years for goods that are not in conformity with the contract. Return shipping costs for defective or incorrect products are always covered by us.

To report an issue, please contact us at info@retrofitlab.com with your order number and, where possible, photos of the damage or defect.

7. Model Withdrawal Form

You may use the form below to exercise your right of withdrawal. Its use is not mandatory — a clear written statement by email is sufficient, you can just send us an email — but this form / including this information ensures your withdrawal is properly recorded.

To: Retrofitlab.com, Tolweg 2W, 3851 SK Ermelo, The Netherlands / info@retrofitlab.com

 

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):

 

Ordered on (*)/received on (*): ___________________________________________

 

Order number: ______________________________________________________________

 

Name of consumer(s): _______________________________________________________

 

Address of consumer(s): ____________________________________________________

 

Signature of consumer(s) (only if this form is notified on paper): __________

 

Date: ______________________________________________________________________

 

(*) Delete as appropriate.

 

8. More Information

For full FAQ and country-specific return guidance:

•        EU returns: https://retrofitlab.com/apps/help-center#hc-how-do-i-return-my-parcel

•        Non-EU returns: https://retrofitlab.com/apps/help-center#hc-refund-policy-outside-europe

For any questions about returns or refunds, please contact us at: info@retrofitlab.com