This page explains the warranty and statutory conformity rights that apply when you purchase from DNL Shop (dnlshop.eu).

Your mandatory rights under EU and Dutch consumer law are not limited by this document. Any commercial warranty we offer is in addition to those rights.

1. Statutory guarantee of conformity (Consumers)

If you are a Consumer in the EU/EEA, products must be in conformity with the sales contract. In practice, this means the product should:

  • Match the description, type, quantity, quality, and functionality presented on the Website
  • Be fit for the purposes for which goods of the same type are normally used
  • Be delivered with accessories, packaging, and instructions that you may reasonably expect
  • Correspond to samples or models shown, where applicable
  • Possess qualities and features that are normal for goods of the same type and that you may reasonably expect

Under EU consumer rules, a seller is liable for a lack of conformity that existed at the time of delivery and becomes apparent within the legal warranty period (generally at least 2 years from delivery for goods). National rules may provide additional protections.

2. Commercial / manufacturer warranty

  • Some products may include a manufacturer’s warranty. Where applicable, warranty details are stated on the product page, packaging, or manufacturer documentation.
  • A manufacturer warranty is additional to your statutory rights against DNL Shop as the seller.
  • Warranty duration, coverage, and claim procedures may vary by brand and product.

3. What is covered

Subject to applicable law and any specific manufacturer terms, coverage generally includes:

  • Manufacturing defects
  • Material defects present at delivery
  • Failure of the product to perform as reasonably expected under normal use, where this amounts to non-conformity

4. What is not covered

Unless mandatory law requires otherwise, the following are typically not covered:

  • Normal wear and tear
  • Damage caused by misuse, neglect, accident, or improper installation
  • Damage caused by failure to follow the user manual or safety instructions
  • Unauthorised repairs or modifications
  • Use of incompatible accessories, software, or parts
  • Cosmetic damage that does not affect functionality (unless present at delivery / non-conforming)
  • Damage caused by liquid, fire, surge, or extreme environmental conditions (unless due to a defect present at delivery)
  • Consumable parts with a limited lifespan (filters, batteries subject to normal degradation, etc.), except where defective at delivery

5. How to make a warranty / conformity claim

  1. Contact us at support@dnlshop.eu
  2. Provide:
    • Your full name and order number
    • Product name / SKU
    • Clear description of the issue
    • Photos or video of the defect (and packaging, if relevant)
    • Date of purchase / delivery
  3. Follow the instructions we provide for inspection, return, repair, or replacement

Please do not return products before we have confirmed the claim process and return address.

6. Remedies

If a product lacks conformity, you are entitled to remedies under applicable consumer law. In practice, we will usually:

  1. Repair the product, or
  2. Replace the product, or
  3. Offer a price reduction or full/partial refund where repair or replacement is impossible, disproportionate, or unsuccessful

The appropriate remedy depends on the circumstances and mandatory legal rules. We aim to resolve approved claims as quickly as reasonably possible.

7. Proof of purchase

Please keep your order confirmation and invoice. Proof of purchase is required for warranty and conformity claims.

8. Costs

  • If a claim is valid under statutory conformity rights or an applicable warranty, reasonable costs related to bringing the goods into conformity (including necessary postage for approved returns) are generally not charged to the Consumer.
  • If inspection shows no defect / no lack of conformity, or the issue is excluded from coverage, we may ask you to cover return shipping and, where permitted, reasonable inspection costs, after informing you first.

9. Business customers

For business-to-business purchases, statutory consumer protections may not apply. Warranty coverage for business customers is limited to what is expressly agreed in writing and/or provided by the manufacturer, unless mandatory law states otherwise.

10. Relationship with returns

If you simply changed your mind and the product is not defective, please use our Returns Policy (14-day withdrawal right for Consumers). Warranty/conformity claims concern defects or non-conformity.

11. Contact

DNL Shop – Warranty Support
Legal company name: TBL connected
Email: support@dnlshop.eu
Website: https://dnlshop.eu
Address: Teleportboulevard 120 1043 EJ Amsterdam, Netherlands
KvK: 51697327 | VAT: NL002231923B11