Return policy

Return & Refund Policy

At Truedots LTD, customer satisfaction is important to us. This Return & Refund Policy explains your rights and our procedures for returns, cancellations, refunds, and damaged items for customers in the Netherlands and Belgium.

As we sell to customers in the European Union, this policy complies with applicable EU consumer protection laws, including the 14-day right of withdrawal.

1. Right to Cancel (14-Day Cooling-Off Period)

If you are a consumer located in the Netherlands or Belgium, you have the legal right to cancel your purchase within 14 calendar days without providing any reason.

The cancellation period expires 14 days after the day you receive your order.

To exercise your right to cancel, you must notify us clearly by email before the 14-day period ends.

Example contact:
Email: [Insert Support Email]

2. Return Conditions

To be eligible for a return:

  • The item must be returned within 14 days after cancellation notification
  • The item must be unused and in resellable condition
  • The product must be in its original packaging
  • All accessories, manuals, and included items must be returned
  • Proof of purchase or order confirmation may be required

You may inspect the product as you would in a physical shop, but excessive use may reduce your refund eligibility.

3. Non-Returnable Items

For hygiene, safety, and legal reasons, certain products cannot be returned unless faulty.

These may include:

  • Personal care or hygiene products once opened
  • Beauty products if seal is broken
  • Perishable goods
  • Custom or personalised items
  • Digital downloadable products
  • Gift cards
  • Items damaged due to misuse
  • Products explicitly marked non-returnable where legally permitted

4. Return Process

To start a return:

Email us at:

[Insert Support Email]

Include:

  • Full name
  • Order number
  • Product name
  • Reason for return (optional for 14-day cancellation)
  • Photos if item is damaged or incorrect

Once approved, return instructions will be provided.

Please do not return products without contacting us first.

5. Return Shipping Costs

If you are returning an item under the 14-day withdrawal right:

  • Return shipping costs are generally the customer’s responsibility unless otherwise stated.

If the item is:

  • Faulty
  • Damaged on arrival
  • Incorrect item received

Then we will cover reasonable return shipping costs or provide an alternative resolution.

6. Refunds

Once your returned item is received and inspected, we will notify you regarding approval.

If approved:

  • Refunds will be issued using the original payment method
  • Refunds will be processed within 14 days

We may withhold reimbursement until:

  • the returned goods are received, or
  • proof of return shipment is provided

whichever comes first.

Refund includes:

  • product purchase price
  • original standard delivery cost (where legally required)

Express shipping upgrades may not be refundable.

7. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect:

Contact us within 48 hours of delivery with:

  • order number
  • description of issue
  • clear photographs

We will offer one of the following:

  • replacement
  • refund
  • partial refund
  • alternative resolution

8. Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account
  2. Contact your payment provider
  3. Processing times may vary depending on your bank

If the issue continues, contact us.

9. Order Cancellation Before Shipment

If your order has not yet been processed or shipped, cancellation may be possible.

Once the order has been dispatched, the standard return policy applies.

10. Refused Deliveries / Unclaimed Parcels

If an order is refused or unclaimed and returned:

We may deduct:

  • return shipping fees
  • administrative handling costs

from the refund where legally permitted.

11. Dropshipping Fulfilment Notice

As some products may be fulfilled directly by third-party logistics or supplier partners, return instructions may vary depending on the product and warehouse location.

Customers must follow the return instructions provided by our support team.

12. Consumer Rights

Nothing in this policy limits your statutory consumer rights under applicable EU consumer law.

Company Details

Truedots LTD
Company Registration Number: [Insert Number]
Registered Address: [Insert Registered Address]
Trading Address: [Insert Trading Address]
Support Email: [Insert Email]
Phone Number: [Insert Phone Number]