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Exchanges and returns

Exchanges

Cooling-off period

We do everything we can to fulfill your order to your satisfaction. If you still want to cancel your purchase, you can do so within 14 days after purchase. This is the so-called cooling-off period. This period starts on the day that the package is received by or on behalf of you. For returns, you can use our returns procedure.What to do in the following situations:

Unfortunately, you have ordered the wrong item

Despite the search system by item category, item type or item number, it may happen that you have unexpectedly ordered the wrong item. You can use our returns procedure to return the package to us. In this case, shipping costs are at your expense.

You have received an incorrect item or your shipment is incomplete

Always check your shipment after receipt to ensure it is complete and correct. If an incorrect item has been delivered or an item is missing, you can report this to customer service. We will then ensure that we correct our error as soon as possible.

You have received a defective item

If you have received a defective item, you can use our warranty procedure.

Warranty period

Every product comes with a standard statutory warranty. In addition, we provide the following specific warranty per product group:

Stas suspension systems
All original suspension systems from this manufacturer are covered by the standard factory warranty.

Newly suspension systems
At Geckoteq.com you receive a 5-year warranty on all parts of the Newly brand.

Arti Teq hanging systems
At Geckoteq.com you receive a 10-year warranty on all parts of the Artiteq brand.

Various other hanging systems
At Geckoteq.com you receive a 12-month warranty on defects of articles from all other manufacturers.

Warranty procedure

It is annoying if an article does not work or does not work properly. Always follow the instructions on the packaging and also consult the manual of your hanging system for possible troubleshooting. If an article does not work properly immediately after receipt, you must inform us as soon as possible. In this case, contact our customer service for troubleshooting. If the item turns out to be defective, we will always propose a solution. Follow these steps if you want to send an item to us for warranty:

  1. Request an RMA number from our customer service within the warranty period.
  2. Send the defective item to us as soon as possible and at the latest within 14 days after the RMA number has been awarded. You will receive a free reply number from us for shipping.
  3. Properly pack the warranty item when you send it.
  4. The warranty shipment must clearly state a note with address details and telephone number as well as a description of the problem and the RMA number. Also include a copy of the proof of purchase.

The consumer bears the risk for the return shipment, we therefore advise to send the package by registered mail and to keep the shipping receipt, so that you can claim any loss from your carrier.
For the exact situations in which the warranty applies and exclusions, see the Warranty article of our General Terms and Conditions.

Returns

Return procedure

For a return shipment, you can use the following procedure:

  1. Request a return form with RET number from our customer service within 14 days of receiving your order.
  2. To do this, fill in the return form completely and send it to info@geckoteq.com
  3. The order must be returned as soon as possible and no later than 14 days after the RET number has been assigned.
  4. The packaging of suspension system parts is important. These products must therefore be (if applicable) unopened, in original packaging and undamaged.
  5. If packaging is damaged, alle-ophangsystemen.nl may choose to partially reimburse the product.
  6. Do not write any texts and do not stick stickers or tape on the packaging.
  7. Pack the return items in a cardboard box or the tube supplied with the order to prevent damage during transport.
  8. The return shipment must be sent to us with sufficient postage.
  9. The RET number must be clearly stated on the return shipment.
  10. The consumer bears the risk for a return shipment. We therefore recommend that you send the package by registered mail and keep the shipping receipt so that you can claim any loss from your carrier.

Excluded from returns are

  1. Opened or damaged consumables such as screws and plugs.
  2. Articles that have been manufactured on behalf of the buyer - for example extra long or short wires.
  3. Articles that have been damaged by the customer during use.
  4. Articles purchased other than via our webshop.

Geckoteq.com reserves the right to refuse returned products or to credit only a part of the invoice amount, if the product has already been opened, used or damaged. This condition also applies to goods that have been returned without permission and/or RMA form.

Do you have any other questions about returning products? Please contact customer service.

Who pays the shipping costs?

When do we pay the shipping costs for your return?
We pay the shipping costs for your return if one of the following applies to your order:

  • If the product is defective, or the wrong product is delivered.
  • If you receive a product that you did not order.
  • If you ordered a product based on incorrect product information on the website.

When do you have to pay the shipping costs for the return yourself?

You must pay the shipping costs for the return yourself. meet:

  • If you are not satisfied with your product.
  • If you accidentally ordered the wrong product

The return shipping amount always depends on the weight and size of the shipment.

If you as a consumer use your right of withdrawal, at most (on condition that the goods are delivered unused and in their original packaging) the costs of the return shipment will be at your expense.

We do recommend that you always send a return shipment with track & trace or registered mail. If your package gets lost during the shipping process at a postal shipping service, we are not liable.

Complaints

Despite all our efforts, it may happen that you are not satisfied with our products or service. If this is the case, we request that you inform us of your complaint as soon as possible. You will always receive a response to your complaint as soon as possible and at the latest within 14 days. You can inform us of your complaint in the following ways:

  1. First contact us by telephone at +31 85 401 0928. Our customer service employees will try to resolve your complaint as quickly as possible and to your satisfaction.
  2. Still not satisfied with the solution offered? Then send your complaint as completely as possible by e-mail to Customer Service. We will review your complaint again and, if possible, try to offer you another solution.
  3. If your complaint has not been resolved to your satisfaction, you can submit your complaint to the Dutch Thuiswinkel Organization via their website.
  4. If we really cannot reach an agreement, you can submit your complaint to the Thuiswinkel Disputes Committee. This has never happened in our history, but for the sake of completeness we mention this possibility anyway. For more information, visit www.sgc.nl. The decision of the Disputes Committee is binding.