Shipment & Return Policy

  • Stock products are usually delivered within 1–3 working days.

  • For larger generators, delivery may take longer; please contact us for an indicative delivery time.

  • Deliveries are made via DPD or DHL (parcels) or via Van den Heuvel Transport / Mainfreight (larger generators).

Important: all delivery times are indicative. Exceeding the delivery time does not entitle the customer to compensation or cancellation (Art. 5 AVVLM / Art. 5 B2C).

Transfer of risk

  • Business customers (B2B): risk passes to the buyer once the goods have been handed over to the carrier (Art. 8 AVVLM).

  • Consumers (B2C): risk transfers only when the goods are physically received by the consumer or a third party designated by the consumer (Art. 5 B2C).

Inspection upon receipt

Please check your delivery immediately upon receipt. In case of visible damage or missing parts:

  1. Report this immediately to the carrier.

  2. Notify us in writing within 14 days (Art. 14 AVVLM / Art. 14 B2C).

 

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Order Tracking

  • For parcel shipments, you will receive a shipping confirmation by e-mail with a Track & Trace code.

  • For pallet or freight shipments, no Track & Trace is provided.

After dispatch, your order is scanned at the sorting centre (within 3–12 hours). Once scanned, your Track & Trace code will be activated.

 

Returns & Cancellations

For business customers (B2B)

  • Returns or cancellations are only possible after our written consent (Art. 20 AVVLM).

  • In case of cancellation, the buyer is liable for compensation of at least 20% of the agreed price.

  • Products specially ordered or custom-made for you cannot be returned.

For consumers (B2C)

  • You have the right to withdraw from the contract within 14 days of receipt without giving any reason (right of withdrawal, Art. 7 B2C).

  • Products specially ordered or custom-made for you are excluded from this right.

  • Return conditions:

    • The product must be complete and, if reasonably possible, returned in its original packaging and condition.

    • Return shipping costs are borne by the consumer (Art. 8 B2C).

    • In case of depreciation due to use, we are entitled to charge reasonable compensation (Art. 10 B2C).

  • After receiving the returned product, we will refund the purchase price (including standard shipping costs) within 14 days using the same payment method (Art. 9 B2C).

 

Terms & Conditions

  • For business customers, the General Terms and Conditions for the Manufacture and Supply of Metal Products (AVVLM 2020) apply.

  • For consumers, the Metaalunie Webshop Terms & Conditions 2022 (B2C) apply.

Both sets of terms are available on our website and will be sent free of charge upon request.

 

Return Policy

You may return most new, unopened items within 15 days of delivery for a refund. We will only pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

You should expect to receive your refund within three weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

General Returns

Returns are happily accepted if the following conditions apply:

  • Merchandise must be unused/uninstalled and have all original packaging, accessories, and manuals.
  • A request for an RMA is made within 15 days of receipt of the merchandise
  • Merchandise is returned within 15 days after your order date.

Standard Merchandise

Products and accessories, except "electronic" or "special order" or "as is" items, can be returned within 15 days of delivery, but will be subject to a 20% restocking fee to cover testing, cleaning and repackaging expenses. Simply request an RMA, return the item to us, shipping prepaid & using the most convenient shipping method available to you. Most merchandise includes free shipping, so if you return one of these products our actual outbound shipping costs will be deducted from your return refund. Opened returns must be in salable condition with original materials and packaging.