At DNL Shop (dnlshop.eu), we want you to be satisfied with your purchase. This Returns Policy explains how EU/EEA Consumers can return products and how refunds are handled.

This policy is in addition to your mandatory rights under EU and Dutch consumer law. Nothing in this policy limits those rights.

1. 14-day right of withdrawal

If you are a Consumer (a private individual shopping for personal use), you generally have the right to withdraw from your purchase within 14 days without giving a reason.

  • The 14-day period starts the day after you receive the product.
  • If your order contains multiple products delivered separately, the period starts when you receive the last product.
  • To meet the deadline, it is sufficient that you notify us of your decision to withdraw before the 14-day period expires.

2. How to start a return

  1. Email us at support@dnlshop.eu within the withdrawal period.
  2. Include:
    • Your full name
    • Order number
    • Product(s) you wish to return
    • Reason for return (optional for withdrawal; helpful for faster handling)
  3. Wait for our return instructions and return address.
  4. Pack the product securely and return it without undue delay, and at the latest within 14 days after informing us of the withdrawal.

3. Return conditions

To help us process your return smoothly, please ensure that:

  • Products are returned complete, including all accessories, manuals, and free gifts received with the order (where applicable)
  • Products are in their original packaging where reasonably possible
  • Products are unused beyond what is necessary to inspect them (as you would in a physical shop)
  • Products are clean and undamaged
  • You include your order number inside the parcel

You are liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

4. Products that cannot be returned (legal exceptions)

The right of withdrawal does not apply in certain cases required by law, including (where applicable):

  • Custom-made or clearly personalised products
  • Sealed goods that cannot be returned for health protection or hygiene reasons, if unsealed after delivery
  • Goods that spoil quickly or have a limited shelf life
  • Sealed audio/video recordings or sealed software, if unsealed after delivery
  • Digital content not supplied on a tangible medium, if performance has begun with your prior express consent and acknowledgment that you lose your withdrawal right
  • Other exceptions under applicable consumer law

5. Return shipping costs

  • Change of mind / withdrawal: return shipping costs are generally paid by the customer, unless we state otherwise.
  • Defective, damaged, or incorrect product: we will cover reasonable return shipping costs or provide a prepaid return label where appropriate.

Please use a tracked shipping method. We are not responsible for return parcels lost in transit without proof of shipment.

6. Refunds

  • After we receive and inspect your return, we will notify you of the approval or rejection of your refund.
  • If approved, we will refund the purchase price of the returned product(s) and the standard outbound shipping costs you paid (if any), excluding any extra costs for a non-standard delivery method you chose.
  • Refunds are issued to the original payment method where possible.
  • We will process refunds without undue delay and within 14 days after we are informed of your withdrawal. We may withhold the refund until we have received the goods or evidence that you have sent them back, whichever is earlier.
  • Your bank or payment provider may take additional business days to show the refund on your account.

7. Exchanges

We do not automatically process direct exchanges. If you want a different product or size/variant, please return the original item under this policy and place a new order for the preferred product (subject to availability).

8. Damaged, defective, or wrong items

If you received a damaged, defective, or incorrect product:

  1. Contact us as soon as possible at support@dnlshop.eu
  2. Include your order number and clear photos of the issue and packaging
  3. Do not use the product further if that could worsen the problem

We will arrange repair, replacement, or refund in accordance with applicable law and our Warranty conditions.

9. Business customers

Unless otherwise agreed in writing, the statutory 14-day Consumer withdrawal right does not apply to purchases made exclusively for business purposes. Business returns are handled only if agreed by us in advance and may be subject to restocking conditions.

10. Contact

DNL Shop Returns
Legal company name: TBL connected
Email: support@dnlshop.eu
Address for returns: provided after your return request is approved
Website: https://dnlshop.eu