Warranty, Returns and Complaints

Warranty

At Lucasrollator.com we stand behind our products, our service and the customer. Should you for any reason not be satisfied with your order, please do not hesitate to contact Lucasrollator.com directly.
Should your product become defective, you can also count on us. All our products are covered by the warranty of the supplier. The duration of this warranty is stated with each product. The factory warranty offered by us does not affect the statutory warranty to which you are entitled as a consumer. Legal warranty means that a product must do what you as a consumer can reasonably expect of it.
If you wish to send an article back, you must notify Lucasrollator.com. in advance.

Click here to report your warranty claim.

D.O.A. (Dead on arrival)
If your product does not function properly immediately upon receipt, please contact Lucasrollator.com as soon as possible. We will offer you a suitable solution.

Return policy

In the Netherlands, a statutory trial period of 14 working days applies. At Lucasrollator.com you can think about your purchase for 100 days. This way you can unpack your article, study and experience whether it is completely to your liking as is allowed in a physical store. Within these 100 days the buyer can return the order without giving any reason. This period of 30 days starts on the next day after receipt of the product.

Returns are free if you register them first. To register your return, click here. If you return an item without prior registration, you will be responsible for the shipping costs.

To return your item you can fill out the legally established model form. You are not obliged to fill out this form. You can also send an e-mail or call to register your return. You will then receive a return label that you can use to return your item. After you have registered the return, you must return the item within 14 days.

You can return undamaged items free of charge if:

– You register the article for return within the trial period of 100 days. The period starts on the day after receipt of your order.*
– The article is in its original condition and in the original packaging.*
– The article is lightly used. This doesn’t apply for spare parts or accessories. It comes down to the fact that the product is only unpacked and/or used to the extent necessary to assess whether you wish to keep the product.*
– If the product is not clean when returned or the product can no longer be resold, 50% of the purchase price will be refunded to the customer.*

* If this is the case, we are obliged to charge the consumer for depreciation.

After receipt of the return, Lucasrollator.com will refund the purchase price. Lucasrollator.com will refund the returned amount as soon as possible to the bank account number of the buyer, within 14 days after reception of the return. This period starts at the moment the consumer returns the article. If you only return a part of your order, then the cost of delivery will not be refunded. We will refund you with the same means of payment as you used for the original transaction, unless you have explicitly agreed otherwise. In any case, you will not be charged any fees for such a refund. We may wait for a refund until we have received the goods back, or you have shown that you have returned the goods, whichever is the earliest.

Returning address:

Tiltak BV
Kobaltstraat 2a
1411 AM Naarden
Netherlands

Please note: Any insurance costs for this return shipment are for the account of the buyer. Should a parcel be lost or damaged, you as the consumer are legally responsible.
We may charge you for the depreciation of the products if the damage caused is the result of the use of the goods, which goes beyond what is necessary to determine the nature, characteristics and functioning of the goods.

Please note: Returns are free if you register your return first. You will then receive a return label which you can use to return the item free of charge. If you return an article without prior notification, the costs are for your own account.

Complaints

Should you have any comments or complaints about the products or services of Lucasrollator.com please contact us by phone, e-mail or use our contact form. Lucasrollator.com will then contact you as soon as possible to offer you a solution, and within 14 days after receipt of the complaint respond to the content of the complaint.
In case of complaints or disputes you can also contact the European online dispute platform (ODR): http://ec.europa.eu/consumers/odr/

Disputes

Disputes between the consumer and Lucasrollator.com about the conclusion or execution of contracts related to Lucasrollator.com to deliver or delivered products and services, can be submitted by both the consumer and the entrepreneur to the Disputes Committee Webshop Quality mark via [email protected]. In addition, for disputes you can also contact the Thuiswinkel Disputes Committee. Visit the website for more information: www.sgc.nl