Returns

Is there a problem with your ordered product? Then definitely contact us by phone or e-mail, the chances are that we can still solve it quickly for you.

How can you reach us?

By telephone from Monday to Saturday, from 10am to 6pm on +32 475 38 94 18.

By email, 7 days a week via the contact page .

How can I return an item?

If we are unable to resolve your issue, you can always return your order, provided it meets the return conditions.

Please complete the returns form below, print it out, and include it with your return shipment.

Click here to download the return form

Please note: Returns without a form may not be processed correctly. Please state your own address as the sender on the envelope.

Here is the professional English translation of your return policy and right of withdrawal, formatted cleanly for your Shopify page:

Right of withdrawal & return conditions

The provisions of this article apply exclusively to customers who, in their capacity as natural persons and solely for non-professional purposes (consumers), purchase items online from Zenderservice. Professional buyers, legal entities, or purchases stating a VAT number or company name are definitively excluded from the right of withdrawal.

8.1. Cooling-off period and formal notification

The consumer has a statutory cooling-off period of 14 calendar days to withdraw from the contract without giving reasons. This period expires irrevocably 14 calendar days after the day on which the consumer (or a third party designated by the consumer, who is not the carrier) takes physical possession of the product.

To validly exercise the right of withdrawal, the consumer must notify Zenderservice before the expiry of the period via a prior, unambiguous, and written statement by email (customer service). A mere return shipment without prior written notification will not be accepted as a withdrawal. The consumer should preferably use the statutory model withdrawal form.

8.2. Strict return procedure, timeframe, and risk

Following the formal notification of withdrawal, the consumer has a renewed, strict timeframe of a maximum of 14 calendar days to actually physically return the goods to the return address communicated by Zenderservice.

  • Costs: The direct costs of the return shipment are solely and entirely borne by the consumer.

  • Burden of proof & price substantiation: In the event of any dispute regarding the (amount of) costs incurred, the administrative burden of proof rests entirely with the consumer. Zenderservice reserves the right to request an official proof of posting, the complete and conclusive Track & Trace history, and an official receipt/invoice from the transport service (including mention of weight and destination address) before a file is administratively processed.

  • Risk: The risk of damage, loss, or theft during transport lies entirely with the consumer. Zenderservice therefore strongly advises returning shipments (especially those with a value of €100 or more) exclusively via registered and insured mail.

8.3. Duty of inspection and compensation for depreciation

The consumer is obliged to handle the product and its packaging with care. During the cooling-off period, the product may only be handled, inspected, and tested to the extent strictly necessary to establish the nature, characteristics, and functioning of the goods, analogous to what is permitted in a physical retail space.

The product must be returned complete with all supplied accessories, cables, mounting materials, manuals, and – if reasonably possible – in its original, undamaged factory packaging.

The consumer is civilly liable to Zenderservice for any depreciation of the goods resulting from handling or use that goes beyond what is necessary to establish their nature and functioning. Zenderservice explicitly reserves the right to deduct this depreciation (ranging from 10% to 100%) pro rata from the amount to be refunded.

8.4. Irrevocable exclusions & 100% depreciation (Smart & Code Products)

In accordance with statutory exceptions and the nature of these specific technical products, the right of withdrawal is excluded or results in a 100% depreciation in the following cases:

  • Customization: Products manufactured or modified according to specific instructions from the consumer, or that are clearly personalized.

  • Software, Smart & Code Products: For items where the operation, security, or configuration is linked to a unique digital activation, software license, master code, installer, or reset code (such as smart receivers, code keypads, and specific transmitters), the actual commissioning, pairing, or modification of factory settings/codes is irreversible. Because the product is definitively unsuitable for resale to third parties after this action due to safety, privacy, and copyright reasons, the depreciation upon activation or programming is irrevocably 100%. In such cases, any refund amount will be set at €0.

8.5. Technical inspection and suspension of refund

If the consumer has validly withdrawn from the contract and complied with all conditions, Zenderservice will credit the payments received for the returned items (including the initial standard shipping costs of the outbound delivery; any surcharges for urgent or express delivery are excluded).

  • Right of suspension: Zenderservice explicitly exercises its statutory right to suspend the refund until the goods have been physically received at the correct return address and have been inspected by the internal technical department for conformity, damage, and software activation.

  • Timeframe: This technical inspection and the subsequent administrative processing will be completed within the statutory period of a maximum of 14 calendar days after receipt or conclusive proof of shipment.

  • Means of payment: The refund will be made exclusively using the same means of payment as the consumer used for the initial transaction, unless the consumer has explicitly agreed to a different means of payment and provided that no additional transaction fees are incurred by Zenderservice as a result.

Please send your return shipment to the following address:

Zenderservice
Molenstraat 30
8972 Krombeke
Belgium