Returns Policy and Right of Withdrawal

We offer a commercial 30-business-day returns policy. This means that, in addition to any applicable statutory rights, you may request to return an item within 30 business days after receiving it, provided that the item is in the condition in which it was received, with no signs of improper use or wear, with its tags, accessories and, whenever possible, in its original packaging. We may request the receipt, invoice or other proof of purchase.

This commercial policy does not affect the consumer’s statutory right of withdrawal, described below.

How to start a return

To start a return or exercise your right of withdrawal, you may use the electronic return/withdrawal function available in your customer account at account.netpatch.eu or on your order page, where available, or contact us at mail@netpatch.eu.

After receiving your request, we will provide the return address and the applicable instructions. Items returned without prior communication or without following the instructions provided may not be accepted, without prejudice to the consumer’s statutory rights.

Except in cases of defective, damaged or incorrect products, or in other situations where the law provides otherwise, the cost of return shipping is the customer’s responsibility.

You may contact us at any time at mail@netpatch.eu with any questions about returns.

14-day right of withdrawal

If you are a consumer and have entered into a distance purchase, including through our online store, you have the right to withdraw from the contract within 14 calendar days, without giving any reason.

For contracts for the sale of goods, the 14-day period generally starts on the day on which the consumer, or a third party indicated by the consumer other than the carrier, takes physical possession of the goods. For an order containing several goods delivered separately, the period starts from the receipt of the last good.

To exercise this right, you must inform us of your decision to withdraw by means of an unequivocal statement, using the electronic return/withdrawal function available in our store, your customer account, the order page or by email at mail@netpatch.eu.

When you use the electronic withdrawal function, we will send confirmation of receipt of the request on a durable medium, such as by email.

After notifying us of your withdrawal, you must return or hand over the goods to us within 14 days, unless we inform you that we will collect the goods.

Condition of returned items

The consumer may inspect the goods to the extent necessary to establish their nature, characteristics and functioning, as they would be able to do in a physical store.

The consumer may be liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

To help us process the return, we recommend returning the items with all accessories, manuals, tags and, whenever possible, in their original packaging.

Damage, defects or incorrect items

Please inspect your order upon receipt and contact us as soon as possible if the item is defective, damaged or if you received the wrong item, so that we can assess the situation and correct the issue.

In cases of defective, damaged or incorrect items, return costs will not be borne by the customer where NetPatch is responsible or where the law so requires.

Exceptions to the right of withdrawal

The right of withdrawal may not apply to certain items or contracts provided for by law, including, among others:

• goods made to the consumer’s specifications or clearly personalised;

• sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery;

• goods which, after delivery and by their nature, are inseparably mixed with other items;

• digital content not supplied on a tangible medium, where performance has begun with the consumer’s prior express consent and acknowledgement that they lose the right of withdrawal, where applicable;

• other cases excluded by law.

Please contact us at mail@netpatch.eu if you have questions about whether a specific item can be returned.

The purchase of promotional, sale or discounted items does not, by itself, affect the consumer’s statutory right of withdrawal, unless a legal exception applies.

Exchanges

The fastest way to ensure that you receive the item you want is to return the original item and, after the return is accepted or after valid exercise of the right of withdrawal, place a separate order for the new item.

Refunds

After receiving your return, we will inspect the items and inform you about the status of the process.

In the event of a valid exercise of the statutory right of withdrawal, we will refund all payments received, including the standard delivery costs initially paid, within the applicable statutory period. We may withhold the refund until we have received the returned goods or until you provide proof that you have sent back the goods, whichever occurs first.

The refund will be made using the same payment method used for the purchase, unless expressly agreed otherwise and provided that this does not result in any additional costs for the consumer.

Additional costs resulting from the choice of a delivery method more expensive than the standard delivery option offered by us will not be refunded, unless the law provides otherwise.

Under our commercial 30-business-day returns policy, where applicable in addition to the statutory right of withdrawal, the refund will be processed after receipt and acceptance of the return.

If you have already received confirmation that your refund was approved and it does not appear in your payment method after 15 business days, please contact us at mail@netpatch.eu.