Returns and Refunds

Overview

If something is not right, we want to sort it out. This page explains your right to change your mind, how to send an item back, when you get your money, and what happens if a product arrives damaged or turns out to be faulty.

This policy applies to consumers buying from Keltravio. It sits alongside your statutory rights under Dutch and European consumer law, and takes nothing away from them.

1. YOUR RIGHT TO CHANGE YOUR MIND

You have 14 days from the day you receive your order to tell us you want to cancel it, without giving a reason. If your order arrived in several parcels, the 14 days start on the day you received the last item.

Once you have told us, you have a further 14 days to send the products back.

2. CONDITION OF RETURNED ITEMS

Please return items complete, with all accessories, parts and packaging included.

You are welcome to inspect and try a product the way you would in a shop. If a product has been used beyond what is needed to check its nature, characteristics and how it works, and this reduces its value, we may deduct that reduction in value from your refund.

3. ITEMS WE CANNOT TAKE BACK

The right to change your mind does not apply to:

* Products made to your specification or clearly personalised for you.

* Sealed products that are not suitable for return for reasons of health protection or hygiene, if the seal has been broken after delivery.

* Products that by their nature become inseparably mixed with other items after delivery.

* Products that spoil quickly or have a short expiry date.

If any of these apply to something in our range, we say so clearly on the product page before you buy.

4. HOW TO START A RETURN

We confirm your return by email and send you the return address and instructions. Please wait for that confirmation before sending anything back, because our stock sits with fulfilment partners in Germany and France and returns need to go to the right place.

Pack the items securely, ideally in the original packaging, and include the return reference from your confirmation email so we can match the parcel to your order.

Use a shipping method with track and trace, and keep the proof of postage until your refund has been processed. Until the parcel reaches us, it remains your responsibility.

5. RETURN SHIPPING COSTS

You pay the cost of returning an item when you have simply changed your mind.

We pay the return cost when the item is faulty, damaged, incorrect or not as described. In those cases contact us first and we will arrange the return at our expense.

6. REFUNDS

Once your return arrives we check it and let you know by email. We process refunds within 14 days of receiving your notice of cancellation, and we may wait until the returned items have reached us or you have shown proof that you sent them, whichever comes first.

Refunds go back to the payment method you used for the order. Depending on your bank or payment provider, it can take a few more business days before the money shows in your account.

We refund the price of the returned items plus the standard delivery cost you paid on the original order. If you chose insured express shipping, we refund the standard delivery cost, not the extra amount you paid for the faster service. If you return only part of an order, the delivery cost is not refunded.

7. FAULTY, DAMAGED OR INCORRECT ITEMS

Your order should arrive in good condition and should do what it is supposed to do for a reasonable period. This is your right to conformity under Dutch law, and it applies on top of the 14 day right to change your mind.

If an item arrives damaged, is not the item you ordered, or develops a fault in normal use, contact us with your order number, a description of the problem and a few clear photos. We will offer a repair, a replacement or a refund, depending on what fits the situation and what the law requires.

Damage caused by an accident, misuse, normal wear and tear or unauthorised modification is not covered.

8. EXCHANGES

We do not process direct exchanges. If you would like a different item, return the original for a refund and place a new order. That way your new item ships straight away instead of waiting for the return to arrive.

9. ORDERS NOT YET DISPATCHED

If you want to cancel before your order has been dispatched, contact us as soon as possible and we will try to stop it. If it has already gone out, follow the return process above once it arrives.

10. GIFTS

If you received an item as a gift and want to return it, contact us with the order number from the packing slip or gift receipt. Refunds are issued to the person who paid for the order.

11. COMPLAINTS

If you are unhappy with how a return or refund was handled, tell us and we will look at it again. If we cannot reach a solution together, consumers in the European Union can also submit a complaint through the European Commission's online dispute resolution platform.

12. CONTACT

To start a return or ask a question, contact us through the contact page on our website.

Keltravio

AOU Verkoop

Nijenheim 9103

3704TP Zeist

The Netherlands

Chamber of Commerce (KvK) number: 42011621