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Customer service

Exchange or return an order?

Is your product not entirely to your liking? Then you can return your product. There is a legal cooling-off period of 14 days for this. The cooling-off period starts from the moment the purchase is delivered. Within this period you can cancel the purchase without giving any reason. In the event of a defect or warranty case, it is of course also possible that you return the product after this cooling-off period. Read more about the warranty conditions here.

We have a reflection period of 14 days

Do you want to return or exchange something? Then we ask you to fill in the return form

You will receive the amount back within 14 days after receipt of the return shipment by Axtra

Return or exchange: what to do.

In unused condition, a product can be returned up to 14 days after purchase. You do not have to give a reason for this. If you want to return or exchange a purchase, it is important that you let us know within the cooling-off period via the return form. You can download the return form via the link below. We request that you return this form, completed in full, to info@axtra.nl. In addition, you must enclose the return form with the return shipment. You can also use the form to indicate that you want to exchange the product. You can return the purchase to us yourself or return it to our location in Wergea.

Download return form

In the case of a return, you will receive the amount back as soon as possible, but no later than 14 days after receipt of the return shipment. The costs for returns are for the customer. If the product is returned used, a fee will be charged for this.

Return an order

Preferably use the original packaging for the return. If this packaging is no longer present, pack the product well so that it can be returned to us safely and damage-free. Do not forget to pack the return form with the item.

Return yourself? You can return the order yourself to the address below. Do not forget to bring the return form:

Axtra Front Equipment BV
Attn Axtra WEBSHOP
Fricoweg 3a
9005 PC WERGEA

Download return form

Warranty & complaints

At Axtra we stand for quality. We therefore guarantee the soundness of the articles delivered by us. However, this warranty is limited in all cases to the free replacement or repair of the defective item or part thereof. Axtra Voorzetmachines BV cannot be held responsible for any damage or costs resulting from faulty delivery and/or defects in the items supplied by us within the warranty period. The warranty period is 6 months.

A warranty case?

If you suspect that you are dealing with a warranty case, please contact us at info@axtra.nl. We will then be happy to help you further. If you email us about a possible warranty case, please include the following information so that we can help you as soon as possible:

  • The order number of the order

    (to be found on the order confirmation or invoice, among other things)

  • The part/serial number of the product

    (can be found on the type plate or part itself)

  • A clear description of the warranty case

    (What is faulty? When did it happen? How did it happen?)

  • A photo of the defective part

    (if applicable)

In this way we can assess whether there is a guarantee case. If we cannot judge on the basis of the photos or description whether it concerns a guarantee case, we will look for another solution to be able to estimate this. Of course we always do this in consultation.

Complaints

It can always happen that something doesn't go quite as planned. We recommend that you first make complaints known to us by emailing info@axtra.nl.
If this does not lead to a solution, it is possible to register your dispute for mediation via Stichting WebwinkelKeur.

From 15 February 2016, it will also be possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet under consideration elsewhere, you are free to deposit your complaint via the European Union platform.