array(2) { ["links"]=> array(2) { [0]=> array(2) { ["title"]=> string(4) "Home" ["url"]=> string(24) "https://www.alopsys.com/" } [1]=> array(2) { ["title"]=> string(21) "Exchanges and returns" ["url"]=> string(58) "https://www.alopsys.com/content/exchanges-and-returns.html" } } ["count"]=> int(2) }

Exchanges and returns

Swap

Cooling-off period

We do everything we can to fulfill your order to your satisfaction. If you still want to cancel your purchase, you can do so within 14 days after purchase. This is the so-called cooling-off period. This period starts on the day that the package is received by or on behalf of you. For returns, you can use our returns procedure. What to do in the following situations:

Unfortunately you have ordered the wrong item

Despite the search system on article category, article type or article number, it may happen that you have unexpectedly ordered the wrong article. You can use our return procedure to return the package to us. In this case, shipping costs are at your expense.

You have received an incorrect item or your shipment is incomplete

Always check upon receipt whether your shipment is complete and correct. If an incorrect item has been delivered or an item is missing, you can report this to customer service . We will then ensure that we correct our error as soon as possible.

You have received a defective item

If you have received a defective item, you can use our warranty procedure.

Warranty period

Every product has a standard legal guarantee. In addition, we provide the following specific guarantee per product group:

Stas hanging systems
All original suspension systems from this manufacturer are covered by the standard factory warranty.

Newly suspension systems
At Alopsys .com you receive a 5-year warranty on all Newly branded parts.

Arti Teq hanging systems
At Alopsys .com you receive a 10-year warranty on all parts of the Artiteq brand.

Various other suspension systems
At Alopsys .com you receive a 12-month warranty on defects on items from all other manufacturers.

Warranty procedure

It is annoying if an article does not work or does not work properly. Always follow the instructions on the packaging and also consult the manual of your suspension system for possible troubleshooting. If an article does not work properly immediately after receipt, you must inform us of this as soon as possible. In this case, contact our customer service for troubleshooting. If the article turns out to be defective, we will always propose a solution. Follow the steps below if you want to send an article to us for warranty:

  1. Request an RMA number from our customer service within the warranty period.
  2. Please return the defective item to us as soon as possible and no later than 14 days after the RMA number has been issued. You will receive a free reply number for the shipment.
  3. Please pack the warranty item properly when shipping it.
  4. The warranty shipment must clearly include a note with address details and telephone number as well as a description of the problem and the RMA number . Also include a copy of the proof of purchase.

The consumer bears the risk for the return shipment, we therefore advise to send the package by registered mail and to keep the proof of shipment, so that you can claim any loss from your carrier.
For the exact situations in which the warranty applies and exclusions, please see the Warranty article of our General Terms and Conditions .

Returns

Return procedure

For a return shipment you can use the following procedure:

  1. Please request a return form with RET number from our customer service within 14 days of receiving your order.
  2. To do this, please complete the return form in full and send it to info@ Alopsys .com
  3. The order must be returned as soon as possible and no later than 14 days after the RET number has been assigned.
  4. The packaging of suspension system components is important. These products should therefore (if applicable) be unopened, in original packaging and undamaged.
  5. If the packaging is damaged, Alopsys .com may choose to partially refund the product.
  6. Do not write any text or stick stickers or tape on the packaging.
  7. Pack the returned items in a cardboard box or the tube provided with your order to prevent damage during transport.
  8. The return shipment must be sent to us with sufficient postage.
  9. The RET number must be clearly stated on the return shipment.
  10. The consumer bears the risk for a return shipment. We therefore advise to send the package by registered mail and to keep the proof of shipment, so that you can claim any loss with your carrier.

Excluded from returns are:

  1. Opened or damaged consumables such as screws and plugs.
  2. Items manufactured to the buyer's specifications – for example, extra long or short wires.
  3. Items that have been damaged by the customer during use.
  4. Items purchased other than through our web shop.

Alopsys .com reserves the right to refuse returned products or to credit only a part of the invoice amount, if the product has already been opened, used or damaged. This condition also applies to goods that have been returned without permission and/or RMA form.

If you have any other questions about returning products, please contact customer service .

Who pays the shipping costs?

When do we pay the shipping costs for your return shipment?
We will pay the shipping costs of your return shipment if one of the following applies to your order:

  • If the product is defective or the wrong product has been delivered.
  • If you receive a product that you did not order.
  • If you have ordered a product based on incorrect product information on the website.

When do you have to pay the return shipping costs yourself?

You must pay the return shipping costs yourself:

  • If you are not satisfied with your product.
  • If you accidentally ordered the wrong product

The return shipping amount always depends on the weight and size of the shipment.

If you, as a consumer, exercise your right of withdrawal, you will be responsible for the costs of returning the goods (provided that the goods are unused and in their original packaging).

We do recommend that you always send a return shipment with track & trace or registered. If your package gets lost during the shipping process at a postal shipping service, we are not liable.

Complaints

Despite all our efforts, it may happen that you are not satisfied with our products or service. If this is the case, we request that you inform us of your complaint as soon as possible. You will always receive a response to your complaint as soon as possible and at the latest within 14 days. You can inform us of your complaint in the following ways:

  1. Please contact us by phone first on +31 85 401 0928. Our customer service employees will try to resolve your complaint as quickly as possible and to your satisfaction.
  2. Still not satisfied with the solution offered? Please send your complaint as completely as possible by e-mail to Customer Service . We will review your complaint again and, if possible, try to offer you another solution.
  3. If your complaint has not been resolved to your satisfaction, you can submit your complaint to the Dutch Thuiswinkel Organization via their website .
  4. If we really cannot reach an agreement, you can submit your complaint to the Thuiswinkel Disputes Committee. This has never happened in our history, but for the sake of completeness we mention this possibility anyway. For more information, visit www.sgc.nl . The decision of the Disputes Committee is binding.