Returns and refunds

Not happy, or did something go wrong? This is how returns and refunds work at Borstelbeer. It spells out the practical side of our terms and conditions.

Sending back something from the shop

Fourteen days to change your mind. You can return a shop order within fourteen days of receiving it, without telling us why.

How it works:

1. Email [email protected] with your order number and what you’re returning. You can use the form at the bottom of this page, but you don’t have to.
2. Within fourteen days, send the product to Borstelbeer, Nobellaan 3, 2641 XP Pijnacker, the Netherlands. You can also drop it off in Delft: Schieweg 15, Ingang Noord 6, Y30, Monday to Friday 9:00–16:30.
3. We refund you within fourteen days of the product arriving back with us.

What you get back. The purchase price, plus the standard shipping cost if you paid one. Return postage is yours to pay.

In what condition. Send the product back as you received it, complete with everything that came with it. Looking at it and trying it as you would in a shop is fine, of course. If it has been used beyond that or damaged, we may deduct the loss in value.

Brush heads. For hygiene reasons we can’t take back brush heads once their packaging has been opened.

Faulty, or not what you ordered

Is your brush not working properly, or did you get something other than what you ordered? Email us, even after the fourteen days: every refurbished brush comes with a guarantee. We repair or replace the product. If we can’t, you get your money back. In that case the shipping costs are ours.

Repairs

If a repair can’t be done. If your brush turns out to be beyond repair, you only pay the €15 inspection fee. We refund the difference ourselves; you don’t have to do anything.

Cancelling. Want to cancel a booked repair before we’ve started on it? Email us and you get the full amount back. If the work has already been done at your request, you pay for the work carried out.

The same fault again. If the same fault comes back within the guarantee period, we fix it free of charge.

How and when you get your money back

You’re refunded through the same payment method you paid with: to your bank account for iDEAL, to your card for a card payment. We send it within the time stated above. Your bank may then need a few working days to show it.

Questions about a refund? Email [email protected] with your order number.

Withdrawal form

You only need this form if you want to withdraw from your order. Copy the text, fill it in and email it to [email protected].

To Borstelbeer, Nobellaan 3, 2641 XP Pijnacker, the Netherlands, [email protected]

I hereby give notice that I withdraw from our contract for the sale of the following product:

Product:
Order number:
Ordered on / received on:
Name:
Address:
Date: