Did you receive an item that does not match what you ordered? Then we will look into it for you as soon as possible. In this case the mistake is not yours, and we will look for a correct and quick solution together.

A wrong item means, for example:

• a different product than the one ordered
• a wrong brand, type or version (for example 25cm ordered and 35cm received)
• a wrong number of pieces

Damage or defects fall under warranty & repair, not under “wrong item”.

Purchase through the webshop
Did you receive a wrong item through a webshop order? Report this as soon as possible through your account in the webshop or contact our customer service. Always state your order number and briefly describe what went wrong.

Purchase in the shop
With purchases in the shop, you choose the equipment yourself. In that case there is normally no question of receiving a wrong item. Did you take the wrong item home from the shop anyway? Then this is handled as a normal return, according to the applicable return conditions.

Was the item still delivered or collected through an order placed in the shop (for example with a later delivery), and does it turn out not to be correct? Then contact our customer service or drop by the shop, so we can look into it.

The wrongly received item must be returned unused and correctly packaged. In consultation with our customer service, we look at:

• how the item is returned
• whether a collection is needed or possible (for larger products)

Any extra costs are agreed with you in advance.

Once the wrong item has been reported correctly, we look at the fastest solution together:

• shipping the correct item
• or a refund if the item is no longer wanted

Our aim is always to handle this as efficiently as possible, with as little delay for you as we can.