Returns

1 Right of withdrawal for consumers

As a consumer, you have the right to withdraw from your online purchase within 14 days of receiving the product, without giving a reason.

The withdrawal period expires 14 days after the day on which you, or a third party designated by you who is not the carrier, takes physical possession of the product.

If an order consists of multiple products that are delivered separately, the period starts on the day you receive the last product.

2 How do you report a return?

You can notify us of your withdrawal by sending a clear statement. This can be done by email.

Please include the following with your return request if possible:

• your name;
• order number;
• the email address used to place the order;
• the product you wish to return;
• the reason for the return, if you wish to provide one.

Giving a reason is not required, but it helps us improve our products and service.

3 Returning the product

After notifying us of your withdrawal, you have another 14 days to send the product back.

Because these are lithium batteries, we strongly ask you to contact us before shipping for safe return instructions. This matters because lithium batteries may not always be sent via regular parcel post, and carriers may apply specific conditions.

Requesting return instructions in advance does not limit your statutory right of withdrawal, but it helps prevent damage, delay or refusal by a carrier.

We do not accept unpaid returns or cash-on-delivery returns.

4 Condition of the product on return

You may inspect the product as you would in a physical shop. For lithium batteries this means you may visually inspect the product and review the specifications, connections and documentation.

For a full refund, the product should, as far as reasonably possible, be returned in as-new condition:

• unused;
• not installed;
• not connected to an electrical system;
• not charged or discharged beyond a normal inspection;
• undamaged;
• complete with all supplied accessories, manuals, protective caps, cables and packaging materials;
• safely packed, preferably in the original packaging.

If the product has been used beyond what is needed to establish its nature, characteristics and functioning, we may charge a reduction in value.

For lithium batteries, a reduction in value may arise among other things when:

• the battery has been installed or connected;
• the battery has visibly been used;
• the battery has been charged, discharged or mounted;
• terminals, housing, BMS, display, Bluetooth module or wiring are damaged;
• original protective materials or safety features are missing;
• the battery has transport damage due to insufficient packaging;
• the battery is no longer safe or sellable as new.

Depending on the condition of the product, the reduction in value may be up to 100% of the purchase price.

5 Packaging and safe transport

Lithium batteries must be packed safely to prevent short circuits, damage and transport damage.

Preferably use the original box and original protective materials. Make sure that:

• the battery is held firmly in the packaging;
• the battery terminals are well protected against short circuit;
• the battery cannot shift during transport;
• the outer packaging is sturdy and suitable for the battery weight;
• all required carrier transport labels or instructions are followed.

Do not use damaged packaging. Do not stick shipping labels, tape or text directly onto the original product packaging if this can be avoided. Preferably place the original product packaging in an extra shipping box.

You are responsible for a safe return shipment and for damage caused by insufficient packaging or incorrect transport.

6 Return costs

The costs of returning a product are borne by the customer, unless it concerns a wrongly delivered, defective or damaged product for which Camperreizen Nederland is responsible.

Because lithium batteries are heavy and may be subject to transport restrictions, return costs can be higher than regular parcel post. The exact costs depend on the country, weight, size, carrier and any dangerous-goods requirements.

If we arrange return transport at your request, we will charge the actual return costs or the pre-agreed return rate, unless the return is the result of an error by Camperreizen Nederland or of a defective product.

7 Risk of return shipment

The return shipment is at the customer’s risk until we have received the product.

We advise you to send the product insured and traceable and to keep the proof of shipment. In case of loss or damage during the return, this may be needed to file a claim with the carrier.

8 Refund

After we receive your withdrawal, we will refund the purchase amount as soon as possible, and no later than 14 days after receiving your withdrawal notice.

We may withhold the refund until we have received the product back or until you have demonstrated that you have sent the product back.

We refund using the same payment method as the original payment, unless you expressly agree to another method. We do not charge a fee for the refund.

If you return the full order, we will also refund the standard shipping costs of the original delivery. Any extra costs for a more expensive shipping method than standard delivery will not be refunded.

For a partial return of an order, the original shipping costs are not refunded, unless otherwise agreed in writing or required by law.

9 Defective, damaged or wrongly delivered product

Have you received a defective, damaged or incorrect product? Please contact us as soon as possible at [email protected].

Please include the following information if possible:

• order number;
• clear photos of the product;
• photos of the packaging;
• serial number or product label;
• a description of the problem.

For a defective, damaged or wrongly delivered product we will look with you for a suitable solution. This may include repair, replacement, subsequent delivery or a refund.

Never send a damaged or possibly unsafe lithium battery back without prior consultation. This is important for safety during transport.

If the defect or error is our responsibility, reasonable return costs are borne by Camperreizen Nederland.

10 Warranty

This returns policy does not affect your statutory rights. As a consumer you are entitled to a product that conforms to the contract, the product description and the reasonable expectations you may have of it.

Any manufacturer warranty or additional commercial warranty applies in addition to your statutory rights and does not limit them.

11 Business purchases

The statutory right of withdrawal applies only to consumers.

Business customers, including companies, self-employed persons and purchases in a company name or with a VAT number, do not have an automatic statutory right to return within 14 days.

Returns of business orders are only possible with prior written consent from Camperreizen Nederland. Different conditions, costs or restocking fees may apply.

12 Returns from outside the European Union

For returns from countries outside the European Union, such as Switzerland, Norway or the United Kingdom, customs formalities, import duties, taxes or administration fees may apply.

These costs are borne by the customer, unless the return is the result of an error by Camperreizen Nederland or of a defective product for which Camperreizen Nederland is responsible.

For returns from outside the EU, please clearly state that the shipment is a return of previously delivered goods.