Refund policy

Eligibility for return

Clients have the right to withdraw from their purchase within 14 (fourteen) calendar days from the date of receipt.This right applies unless an exception under applicable law applies (for example, goods made to the Client’s specifications or clearly personalised, where applicable). Accessories, replacement parts, and service kits follow the same rules, unless an exception under applicable law applies. For orders delivered in separate shipments, the return period begins from the receipt of the last item.

Order Cancellation (Before Shipment)

Clients may request to cancel their order before shipment. Where a statutory right of withdrawal applies, a cancellation request will be handled as an exercise of that right. Where no statutory withdrawal right applies, cancellation is only possible upon Strietman’s written acceptance, and Strietman may deduct a restocking fee to cover production and administrative costs, payment processing fees charged to Strietman, to the extent permitted by applicable law. Accessories, parts, service kits, and custom orders may be non-cancellable once confirmed where this has been communicated at the time of purchase and is permitted by applicable law. All cancellation requests must be submitted in writing to customercare@strietman.net. Cancellation is only valid after written confirmation from Strietman.

Condition of Returned Products

Products must be returned with all original components and protected for transport. You may handle the Product only to the extent necessary to establish the nature, characteristics, and functioning of the Product, similar to how You would in a physical retail setting. Products showing signs of use or damage beyond such necessary inspection are eligible for a refund subject to a deduction for diminished value where permitted by applicable law. Clients must inspect Products immediately upon receipt and report visible defects or discrepancies promptly to customercare@strietman.net. Returns must be shipped in the original packaging or suitable packaging provided by Strietman.

Liability and Diminished Value

Clients are responsible for diminished value resulting from handling beyond necessary inspection to determine product functionality. Strietman reserves the right to deduct any loss of value from the refund to the extent permitted by applicable law and supported by a reasonable assessment.

Defective or Incorrect Products

If a Product is defective or incorrect, Clients must contact Strietman at customercare@strietman.net promptly after discovery to arrange a resolution, such as replacement, repair, or refund, in accordance with applicable law. For verified defective or incorrect Products, Strietman will cover reasonable return shipping costs or provide a shipping label, unless applicable law requires another approach.

Return Process

To initiate a return, notify Strietman at customercare@strietman.net within the 14-day withdrawal period. Strietman will confirm and provide return instructions. Products must be returned within 14 calendar days of notification. All return shipping costs are the Client’s responsibility.

Refund Procedure

After satisfactory inspection, Strietman will refund the original purchase price minus applicable bank transaction fees, a 25% restocking fee, and shipping costs within 14 calendar days. Refunds will be made via the original payment method unless agreed otherwise. Strietman may withhold refunds until returned Products are verified.

EU/EEA Consumers: refunds, timelines, and any deductions are handled in accordance with mandatory consumer law. For these customers Strietman does not apply the standard restocking fee for statutory withdrawal refunds. Any deductions are limited to diminished value (where applicable) and direct costs permitted under applicable law.

Refused or Unclaimed Deliveries

If a delivery is refused, unclaimed, or cannot be completed due to the Client’s failure to provide necessary customs documentation or to be available to accept the shipment, the Client remains fully responsible for all associated costs. This includes but is not limited to return shipping, storage, customs penalties, and original outbound shipping.
These costs will be deducted from any potential reimbursement if applicable. to the extent permitted by applicable law and limited to demonstrable costs incurred. In cases where the product is returned damaged or undeliverable, no refund will be issued to the extent permitted by applicable law and based on a reasonable assessment of diminished value.

General Terms

This policy is governed by Dutch law. For additional information regarding your rights and obligations, please consult our Terms and Conditions or contact Strietman at customercare@strietman.net.