Return and Refund Policy

Return and Refund Policy

SunTeg Solar B.V.
Chamber of Commerce no: 92073042
Gerrit Schaarstraat 20, 1561DT Krommenie
Email: info@sunteg.nl
Website: www.sunteg.eu

1. Right of Withdrawal and Cancellation

1.1 Withdrawal Period

You have the right to cancel your order up to 14 days after the day of receipt without giving any reason. After cancellation, you have another 14 days to return your product.

If you exercise your right of withdrawal, the product will be returned to the entrepreneur with all accessories supplied and - if reasonably possible - in its original condition and packaging. Should the product be damaged or the packaging more damaged than necessary to sell the product, we may charge you for this depreciation of the product. Therefore, handle the product with care and ensure that it is properly packaged when returned.

To exercise this right, please contact us at info@sunteg.nl. We will then refund the order amount due within 14 days of your return notification, provided the product has already been received back in good order.

1.2 Cancellation before shipment

You can cancel your order free of charge within 48 hours of placing it, provided the order has not yet been shipped.

1.3 Exercising the right of withdrawal

To exercise your right of withdrawal, you must inform us via:

Please include in your message:

  • Your name and address
  • Order number
  • Date of order
  • Product description
  • Reason for withdrawal (optional)

2. Conditions for Returns

2.1 Product condition

Should the product be damaged or the packaging more damaged than necessary to try out the product, we may charge you for this depreciation of the product. Therefore, handle the product with care and ensure that it is properly packaged when returned.

2.2 Proof of purchase

A valid proof of purchase (order confirmation, invoice, or receipt) is required for all returns.

3. Return Procedure

3.1 Registering a return

  1. Send an email to info@sunteg.nl with the subject "Return registration [order number]" and the attached return form; for Word click here. For PDF click here.  
  2. Provide your contact details, order number, and reason for return
  3. You will receive a return form and further instructions within 2 business days

3.2 Shipping the return

  • The product must be shipped within 14 days of your return notification
  • Package the product carefully to prevent transport damage
  • Include the completed return form with the shipment
  • Shipping risk: You are responsible for the safe arrival of the product at our premises

3.3 Shipping costs

  • Return shipping costs are at your own expense
  • For items over €75, we recommend a trackable shipping method
  • SunTeg Solar B.V. is not liable for lost return shipments

4. Refunds

4.1 Processing returns

  • We inspect returned products within 5 business days of receipt
  • You will receive an email notification regarding the approval or rejection of your refund
  • Upon approval, the purchase amount (excluding original shipping costs) will be refunded

4.2 Reimbursement

  • Refunds will be issued using the same payment method as the original payment
  • Refund period: within 14 days of approval
  • For credit card or bank transfer: 3-5 business days processing time by the financial institution

4.3 Partial refunds

Partial refunds will be applied in the following cases:

  • Products not in original condition due to customer use
  • Products with missing parts or accessories
  • Products returned damaged (not due to shipping damage)

5. Defective or Damaged Products

5.1 Reporting period

Defective or damaged products must be reported within 72 hours of receipt via info@sunteg.nl.

5.2 Returning defective products

  • Defective products must be returned within 14 days of reporting
  • Shipping costs for defective/damaged products are at our expense
  • We will send a prepaid return label after notification

5.3 Replacement or refund

For defective products, you can choose between:

  • Free exchange for the same product
  • Full refund including original shipping costs

6. Gifts

6.1 Gifts paid with a voucher

  • Refund in the form of a voucher equal to the value of the returned item
  • Voucher will be sent after the return has been processed

6.2 Gifts ordered by third parties

  • Refunds go to the original purchaser
  • The purchaser will be informed about the return

7. Exceptions

7.1 No right of withdrawal

The right of withdrawal does not apply to:

  • Products manufactured according to customer specifications
  • Sealed products that are not suitable for return for reasons of hygiene or health and whose seal has been broken after delivery

8. Complaints and Disputes

8.1 Complaints procedure

  • Complaints can be submitted via info@sunteg.nl
  • We aim to respond within 2 business days
  • Complaints will be handled in accordance with our complaints procedure

8.2 Disputes Committee

It can always happen that something doesn't go quite as planned. We recommend that you first report complaints to us by emailing info@sunteg.nl. If this does not lead to a solution, it is possible to submit your dispute for mediation via WebwinkelKeur at https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil.

 

9. Contact

SunTeg Solar B.V.
Gerrit Schaarstraat 20
1561DT Krommenie

Email: info@sunteg.nl
Website: www.sunteg.eu

This policy was last updated on: [01-12-2025]

Please note: This return and refund policy does not affect your legal rights as a consumer under Dutch law.