At Rocktumbler.nl as a consumer making an online purchase, you generally have the legal right to withdraw from the contract within 14 days without giving any reason.
Cooling-off period
The cooling-off period is 14 days and begins on the day after you, or a third party designated by you, have received the order.
If an order consists of multiple products or parts delivered separately, the cooling-off period begins on the day after the last product or part has been received.
After you have told us within the cooling-off period that you wish to withdraw from the purchase, you then have another 14 days to return the products.
Assessing a product during the cooling-off period
During the cooling-off period, you may unpack and inspect a product to the extent necessary to determine its nature, characteristics and functioning, just as you would be allowed to do in a physical shop.
You must not handle the product more than is reasonably necessary to decide whether you want to keep it.
Rock tumblers and polishing barrels
A rock tumbler or polishing barrel may be visually inspected and checked for completeness. A short test without stones, water, grit, polish or other contents is only permitted to the extent reasonably necessary to check basic operation.
Actually filling or using a barrel with, among other things, stones, water, grit, abrasive powder, polish, oil, soap, ceramic media, metal or other materials goes beyond what is necessary to assess the product.
Such use may cause the barrel, lid, rubber parts and machine to become dirty, scratched, discoloured, worn or contaminated. It may also leave signs of use, odours and residues, meaning the product can no longer be sold as new.
A used product is not automatically excluded from the right of withdrawal. However, we may deduct the decrease in value caused by use from the refund amount. Depending on the condition and remaining resale value of the product, this decrease in value may be substantial and, where legally permitted, in exceptional cases may amount to the full value of the product.
Rough stones, grit and polishing compounds
Rough stones, grit, abrasive powders, polishing compounds and other consumable products may only be inspected insofar as this can be done without using, mixing or consuming them.
These products may not:
- be used or tested in a barrel;
- be mixed with other products;
- become wet, dirty or contaminated;
- be partially consumed;
- be poured into other packaging;
- be returned incomplete.
If packaging has been opened, contents are missing, or the product can no longer be sold as new because of use, mixing or contamination, we may deduct the resulting decrease in value from the refund amount.
Condition of the return
Return products:
- complete, with all supplied parts, accessories and documentation;
- clean, dry and free from residue, dust, grit, stones and polish;
- properly and safely packaged;
- in the original packaging, if reasonably possible.
The original packaging is not an absolute requirement for withdrawal. However, if a product can no longer be transported safely or has demonstrably lost value because the packaging is missing or damaged, this may be taken into account when determining the decrease in value.
The customer is responsible for carefully packaging the return. Keep the shipping receipt and track-and-trace details until the return has been fully processed.
Determining the decrease in value
Upon receipt, we inspect the condition and completeness of the returned product.
When determining any decrease in value, we look at, among other things:
- visible signs of use;
- scratches, wear or damage;
- dirt, moisture, odours or residual material;
- traces of grit, polish, stones or other substances;
- missing parts, accessories or contents;
- necessary cleaning or repair work;
- the product’s remaining resale value.
We do not charge a fixed penalty or arbitrary return surcharge. Any deduction will be based on the actual decrease in value incurred. If we deduct an amount, we will inform you of this.
Return costs
The direct cost of returning the goods is borne by the customer, unless:
- the product is defective or was delivered incorrectly;
- we have agreed otherwise in writing in advance;
- we are legally required to bear the return costs.
How do you register a withdrawal?
Use our online withdrawal form within 14 days of receiving your order. You will need your order number and the email address used to place the order.
Via the form, you can indicate whether you wish to withdraw from the entire order or only part of it.
After you have submitted the form definitively:
- a confirmation with further return instructions will appear on screen;
- you will receive a confirmation email at the order email address;
- your withdrawal will be registered against the relevant order.
Submitting the form does not automatically cancel the order and does not immediately lead to a refund. We first assess the return for completeness, signs of use, damage and any decrease in value.
You may also inform us of your wish to withdraw from the contract by any other clear statement. Please include at least your name, order number and the products to which the withdrawal relates.
Returning the products
After registering the withdrawal, follow the instructions shown on screen and in the confirmation email.
Send the products to the specified return address no later than 14 days after notifying us of the withdrawal. If requested, include the order number or withdrawal number on or in the shipment so that we can process the return correctly.
Do not send a product back to us carriage forward. Returns sent carriage forward will not be accepted.
Refund
After a valid withdrawal, we will refund the payment received no later than 14 days from the moment you informed us that you are withdrawing from the contract.
We may wait to refund until:
- we have received the returned products; or
- you have shown that the products have been returned;
depending on which happens first.
If you return the entire order, we will also refund the cost of the standard delivery offered by us. Any extra costs for a more expensive shipping method will not be refunded.
If you return only part of the order, the original shipping costs will not be refunded if you would also have paid those costs had you ordered only the products you are keeping.
We will refund using the same payment method used for the order, unless another payment method has been expressly agreed with you.
Any demonstrable decrease in value will be deducted from the refund amount.
Defective or incorrectly delivered products
This returns policy does not limit your statutory warranty rights.
Is a product defective, damaged on arrival or delivered incorrectly? Please contact us first and do not continue using the product. In the case of a valid warranty claim or incorrect delivery, the necessary return costs are borne by us.
Damage caused by misuse, overloading, insufficient maintenance, failure to follow the instructions for use or the use of unsuitable materials is not automatically covered by the statutory warranty.
Exceptions to the right of withdrawal
The right of withdrawal does not apply to products made to your personal specifications or clearly personalised for you, insofar as these products fall under a statutory exception.
Simply assembling an order or package from standard products that we normally sell does not automatically mean that the right of withdrawal lapses.