Returns

Returns

Would you like to return an item? No problem! On this page we will answer all your questions about returns. If you have any further questions about returning or exchanging an item, please contact our customer service team


How can I return a product?

 

1.       Fill in the return form

To return an article, you need to fill in the return form. This way we know from whom the package came and which items you ordered. Please also specify whether you want a refund or a new product. If the product has arrived damaged, please contact Customer Service first. Please include the form with your return.

2.       Send the package back

Firepit-online.com
J.F. Vlekkeweg 12
5026 RJ Tilburg
The Netherlands

You can return the parcel via a transport company of your choice. As most of our products are relatively large and heavy, it is not always possible to return packages from a service point. In that case please contact Customer Service. They can then schedule a pick up and DHL will come and pick up the parcel at your home between 08.00 and 18.00 hours.

3.       Your money gets refunded

As soon as we have received your return shipment or proof has been provided that the products have been returned, the amount will be refunded to your account within 14 days!

Unless we offer to collect the product ourselves, we may wait with the refund until we have received the product or until you prove that you have returned the product, whichever comes first. We will use the same means of payment for the refund as you have used on our website.


What are the return conditions?

  • The product must be returned in its original packaging.
  • Register the return within 14 days of receipt, after which you have 14 days to return the package to us.
  • The product must be unused.
  • The product must have sufficient postage, unfortunately we cannot accept unstamped packages. We recommend sending returns by registered post to avoid any misunderstandings afterwards.
  • Unfortunately we cannot accept packages with postage due. We also don’t accept COD packages that must be paid for.

Within how many days can I return the product?

From 13 June 2014, a statutory trial period of at least 14 working days will apply in the Netherlands. As a member of the Webshop Keurmerk we have always used this period. From the moment you receive the article you have a period of 14 days to cancel the order without giving any reason. You can do this in writing (an e-mail message to info@firepit-online.com) or if the product is already delivered, by returning it (the costs for returning the product are for your own account).

Within 14 days after receipt of the package you must let us know that you want to return it and then you have 14 days to ensure that the package is actually returned.


Are returns free of charge?

No, the return of your package is at your own expense, we do not have a free return policy.


What happens if my product is delivered damaged?

That is of course not the intention! Please send us a picture of the damaged product and its packaging within 5 working days by e-mail to info@firepit-online.com. We will look at the photos and answer your e-mail as soon as possible. We will then look for a suitable solution together!


What should I do if I have received the wrong product?

We find this very unpleasant! Please contact us as soon as possible with pictures of the delivery and explain what went wrong with it. We will then ensure that you receive the correct item as soon as possible. It is important that you do not use the wrong articles.


Can I return my package in the showroom?

You can! You can return your package to the showroom on weekdays from 09.00 to 17.00. Please always contact our customer service first, so that a possible replacement article can be prepared for you. Our showroom is located in Tilburg at the Jan Frederik Vlekkeweg 12, 5026RJ in the Netherlands.

Of course it is also possible to get your money back. Please note that the purchase amount of an item paid for in the showroom with PIN will be refunded to your account. Unfortunately we are not able to settle this in cash. Payments made online, for example with iDEAL, will be refunded to the account used for the payment. 

For more information, please see our General Terms and Conditions