Returns and warranty

You have a cooling-off period of 14 days to return the product without giving reasons, starting on the day of receipt of the product. The product can only be returned unused and, if possible, in original packaging. The return costs are for your account for returning the order.

The Entrepreneur shall reimburse all payments made by the Consumer, including any delivery costs that the Consumer may charge for the returned product, as soon as possible but within 14 days following the day on which the Consumer notified him of the withdrawal. Unless the Entrepreneur offers to collect the product himself, he can wait with paying back until having received the product or until the Consumer proved that he returned the product, whichever occurs first. The Entrepreneur shall make use of the same means of payment that the Consumer used, unless the Consumer consents to another method. The reimbursement is free of charge for the Consumer.

Click Download to view / download the withdrawal form.

* You may try out an article, if reasonably necessary, as long as it does not leave any traces of use.

Switching or returning

To ensure your product is qualified for return, please ensure your article meets the following requirements:

The product must be undamaged.
The packaging must be as undamaged as possible.
Do not write or put any stickers or sticky tape on the packaging if possible.
If necessary put the articles in a extra cardboard box to reduce any damage during transport.

Only when your shipment meets these point, we can ensure that your money is refunded within 14 days after we received your return.

Retourning by mail

Switching or returning for consumers can be made by sending the product with the receipt (or any other proof of purchase) and the completely filled out return fom by mail back to Racoon-Cleaner.nl. Be sure to have the parcel stamped at a TNT post office or a SelektVracht Servicepoint. We advise a ensured shipment.

Problems with the shipment or with the freighter are to your own risk. Therefore always keep your proof of shipment!

Beware! Make sure the products are properly wrapped to avoid any damage during the shipment.

If you would like to trade/switch a product, you may return the product within the on sight period. Afterwards easily order a new product in our webshop.

Legal warranty

When you purchase a product at Racoon-Cleaner.nl you have the right, if used properly, to a decent product. If your received product is not up to your expectations, we will maintain the Dutch legislation. You will need to contact Racoon-Cleaner.nl within two months after noticing the malfunction of the product. After your notification we will decide if we can easily repair the product. If this is not possible in a short period of time or not possible at all, than we offer to cancel the purchase order. The cost price will be (partially) repaid.

Additional warranty

Some of our products have an additional factory warranty. More info regarding this additional warranty can be found in the manufacturers warranty overview which is included in the parcel. This warranty applies naturally in combination with the legal provisions that Racoon-Cleaner.nl must fulfill to you as described above. We advise you to contact Racoon-Cleaner.nl first if any defect is noticed. They take care of the correct repair for you. A return request form can be requested at our customer service. Please report a defect as soon as possible. You can find the contact details of Racoon-Cleaner.nl on the attached invoice you received together with the delivery of the product or on the website Racoon-Cleaner.nl.

Warranty and returns step by step

Do you wish to return a product for warranty? If so, we ask you to follow the next steps. This enables us to complete your application as smooth as possible.

Signalez à Racoon-Cleaner.nl que vous avez un article qui ne fonctionne pas / ne peut pas fonctionner correctement.
Consultez Racoon-Cleaner.nl si vous devez retourner l’article ou s’il est préférable de visiter notre adresse.
If you are not satisfied with the handling of your warranty claim please contact our customer service center at: racoon-cleaner.nl.

Procedure for complaints

Submitting
It is of course annoying if you have a complaint about the service as you have experienced it.
Nevertheless, we kindly ask you to forward your complaint to the customer contact department by e-mail.
You can submit a complaint in two different ways:

Our employees from the customer contact department will review the complaint
and try to resolve the complaint to everyone’s satisfaction.

You can submit a complaint in two different ways:

Written:
A complaint can be send by mail, using the following address

Racoon-Cleaner.nl
Customer Services
Jeverweg 12
9723 JE Groningen

info@racoon-cleaner.nl

Chamber of Commerce registration number: 02009819
VAT number: NL004166097B01.

Phone:
A complaint can be called in by using the following Phone number +31 (0)50 544 53 46

After receiving your complaint you will receive a confirmation from us.
You will receive an answer as soon as possible, though within 14 days, after receiving your complaint.

Si vous ne l’appréciez pas, vous pouvez toujours contacter le service de médiation de Stichting Webshop Keurmerk auquel www.racoon-cleaner.nl est affilié. From 15 February 2016, it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found athttps://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage . If the complaint is not yet pending elsewhere, you are free to file the complaint via the European Union platform.

Treatment
Terms and conditions for the complaint:

Please submit your name, address, city and your phone number or email address.
A clear discribtion of your complaint.
Any purchase notes or receipts.