Questions about returns and exchanges.
An overview of the most frequently asked questions regarding returns and exchanges. Is your question not listed? Please contact our customer service!
Returns and exchanges
I have a question about returns and exchanges
What are the return conditions?
We have a number of simple return conditions:
- A maximum of 15 hours of viewing time when purchasing a TV. This gives you enough time to assess the device
- Do not hang the device on the wall. Damage often occurs here, which means we cannot accept the return.
- You can remove a white goods product from its packaging and examine it at your leisure, but the product must not be used.
- The product must be returned complete and in the original packaging.
- Business purchases are excluded from the cooling-off period and cannot be exchanged or returned.
- If you want to exchange the item for another item, this is of course possible, but the cooling-off period will not be extended again.
- Return within 30 days
Are returns free?
Returning your product is not free. You can register your return via our return form , we will then email the instructions. The costs for collecting your product are €45.
You can also return your product via PostNL, provided the package meets the dimensions and weight requirements of PostNL. Please note that the shipping costs for this return method are at your own expense.
Will my product be collected from home for return?
Our partner Connected Logistics can pick up the product at your home, the costs are €45 per item. Make sure that the product is ready in its original packaging.
If the package was delivered by PostNL, you must also return the package yourself. The product must always be returned with an order number.
How should I pack my product for return?
Pack the product in the original packaging. Also remember the remote control, feet, screws, cables and other accessories. It is important to pack all parts in the right place to prevent damage. Seal the packaging with transparent tape and not with duct tape or colored tape.
Do you want to return a white goods product? Disconnect the appliance from the power and supply or discharge. Make sure that the product is empty and dry on the inside. Pack the product in the original packaging. Seal the packaging with transparent tape and not with duct tape or colored tape.
We request photos of the product that is ready in the original packaging. If these photos are not provided, the pick-up appointment cannot take place and customer service will contact you.
Can I exchange my product for another product?
Unfortunately, direct exchange is not possible. We do offer the following option: you can order a new product, after which you contact our customer service . They link the delivery of the new product to the collection of your previous order. If the return meets the conditions and the product has been checked, you will receive your purchase amount back within 7 working days.
What do I need to do to return my product?
All the instructions you need to return your product can be found in our returns form .
Can Second Chance products be returned?
Yes, you can also return Second Chance products.
Can I bring my product in myself for return?
You can return your product yourself, but please contact our customer service. They can then inform our returns department that you are coming.
How quickly will I be refunded after returning an item?
Processing a return takes 7 to 10 business days. Once your return has been processed, the amount will be in your account within 7 business days.
Where can I file a complaint?
How annoying that you have a complaint. We see your complaint as feedback to improve our service. You can submit complaints by sending an email to customerservice@el-vidas.nl or by sending an e-mail to contact form to be filled in.