Retour & Terugbetaling

Before requesting a return

Open the order record, identify the seller and state whether the request concerns cancellation, damage, missing items, incompatibility, a fault or a safety issue. These reasons can lead to different remedies and return-cost rules.

Distance-sale cancellation

For many standard goods bought online by EU or UK consumers, the buyer may notify the seller of cancellation within 14 days after delivery without giving a reason. The buyer then normally has a further period to send the goods back. The seller must provide the legally required information and cancellation route.

Exceptions can apply, including genuinely made-to-measure or clearly personalised goods, sealed goods opened where health or hygiene protection applies, and certain fully performed services. A seller must not label an ordinary stocked part “custom” merely to avoid mandatory rights.

Condition and return costs

A consumer may inspect goods as they could in a shop but may be responsible for diminished value caused by handling beyond that level. For a change-of-mind return, direct return costs may fall to the consumer only where properly disclosed. The seller normally bears reasonable return costs for faulty or misdescribed goods where required by law.

Faulty, unsafe or misdescribed products

Contact the seller with evidence and stop using unsafe equipment. Depending on timing, facts and applicable law, remedies may include repair, replacement, price reduction, rejection or refund. Installation of a product does not automatically remove rights where a defect or inaccurate description caused the problem.

Refund timing and method

For a valid distance-sale cancellation, the seller must refund within the applicable legal deadline and may in some cases wait for the returned goods or evidence of return. Refunds should include the legally required standard delivery amount and normally use the original payment method unless the buyer expressly agrees otherwise.

Services and installation work

Cancellation and payment for services depend on whether work began during a cancellation period at the consumer’s express request and whether it was fully performed. A written scope, price, start date, variation process and completion criteria are especially important for conversion work.

Escalation and unresolved disputes

If the seller does not resolve an eligible marketplace matter, submit the order history and requested outcome to FitYourself. This does not prevent either party from using a competent ADR body, regulator or court where applicable.