Right of withdrawal & Returns
Order online safely with a statutory warranty. Below you can read about your rights and how a return works, and here you can report a withdrawal or return directly, without an account.
Distance Selling Act
Under the Distance Selling Act, consumers who purchase via the internet are entitled to a cooling-off period. Secures applies a cooling-off period of 14 calendar days after delivery of the product. Within this period, the consumer may cancel the purchase by exercising the right of return. After the purchase has been cancelled, the consumer has 14 days to return the product at their own expense. Because shipping is always at the expense and risk of the sender, the parcel must be properly packaged.
Pack it well
If you exercise your right of withdrawal, the product must be returned to Secures with all supplied accessories and, where reasonably possible, in its original condition and packaging. To exercise this right, complete the withdrawal or return form at the bottom of this page. We will then refund the amount owed for the order within 14 days of you notifying us of your return, provided the product has already been received back in good order.
Consequences of exercising the right of return
When the right of return is correctly exercised, both parties are obliged to reverse the performances they have mutually rendered. If the buyer cannot return the received product, can return it only in part or returns it in a deteriorated condition, the buyer must compensate for the loss in value. This does not apply, however, if the loss in value is solely attributable to inspecting the received product, as would also have been possible in a shop. The buyer can limit the risk of loss in value by not using the goods and by refraining from actions that affect the value of the product. Assembly costs are not reimbursed under the Distance Selling Act, partly because this service starts immediately when the purchase agreement is concluded and therefore does not fall under the right of return.
The return guarantee mentioned here applies, in the capacity described, exclusively to consumers. Different rules and laws apply to business orders than to consumers, including when you have ordered something as a business for your own use. As a business you have a duty of investigation and are excluded from the right of return (the Distance Selling Act). If you want to return something as a business under warranty or for service, you can of course do so. Businesses can contact us with questions about return options.
Exceptions
For some products, you as a consumer have no right of withdrawal. They fall under the following exceptions:
- Products assembled specially for you according to specifications (such as cylinders). The right of withdrawal does not apply to these. The sale is final after successful payment.
Warranty
At Secures you naturally have the normal product warranty on your purchase, and all rights and obligations of consumer law apply. These are also explained simply on the ConsuWijzer website.
The statutory warranty applies in our webshop. This means that a product must do what the consumer may reasonably expect of it. If this is not the case, please contact our service desk and we will arrange repair, replacement or a refund of the purchase amount if no solution remains.
Does your product have a defect?
Follow the return instructions on this page and we will look for a solution as quickly and as well as we can. Sometimes a part is replaced, sometimes you receive a new unit, or we look for another suitable solution.
A warranty gives you, as the buyer, additional rights, but it always applies for a set period and sometimes under certain conditions (determined by the manufacturer). You always need a purchase invoice and must be the first owner of the product. Apart from these conditions, Secures of course complies with the statutory rights that we are obliged to observe.
Three options
Returns / refunds
Have you received the correct product but still want to send it back? You may do so within the cooling-off period. The return costs and the risk of shipping are yours, and we will credit the product after receipt. Do you want a different product? Please order it again yourself via the webshop. If the product has free shipping, we can also exchange it, in which case the return costs remain yours.
Wrong product received
Have you received something other than what you ordered? We will resolve this free of charge. We will send you the correct product and arrange the return of the wrong one.
Warranty
Is a product defective within the warranty period? You will receive a return label from us. If inspection shows that the defect is not caused by a manufacturing fault but by an external cause, the warranty lapses and the return costs are for your account. We always contact you about this first.
Your return in three steps
1. Enter your order details
Order number, email address, and the postcode and house number of your billing address. This allows us to retrieve your order securely, without you having to log in.
2. Choose what and why
Indicate whether you want a refund, have received the wrong product or are making a warranty claim, and choose the products and quantities. Giving a reason is allowed, but not required.
3. Return shipment and refund
You will immediately receive a confirmation by email with the return instructions. The refund is processed as described above, after receipt of your return.
Cancelling a subscription
Subscriptions are not handled via this form:
- SIM and cloud subscriptions: you manage and cancel these via My Account. There you can easily submit a cancellation request.
- Alarm receiving centre connection: this is a separate agreement with the alarm receiving centre. Contact us and we will start the cancellation for you.
Withdraw or request a return
Enter your order details as they appear on your invoice. You do not need an account for this.
Use the details of your billing address, that is, the address shown on your invoice. If you had the order delivered to a different delivery address, we will not be able to find your order with it.
Would you rather withdraw in writing? You can also use the model withdrawal form and send it to us by post or email.
We are happy to help
Can't work it out, or do you have a question about your return? Call +31 (0)251 770 020 or email [email protected].
