Returns and exchanges

If you are not completely satisfied with your order, it is possible to return your order at ELRO. Some advantages:

  • 14 days of reflection period, after receipt of your order.
  • Within the reflection period you can immediately return or inform us that you want to make use of it.
  • If you inform us in advance, you have another 14 days to actually return.
  • Money back? As soon as possible, but within 14 days after receipt at ELRO the amount will be refunded

If the delivered items do not fully meet your expectations, you can return or exchange them. We ask you to contact our customer service.

Return order

Can I always return all items?
  • A reflection period of 14 days applies to all your purchases. As soon as you have received the package completely, the reflection period starts. Within this period you can decide whether you want to keep the articles or want to return them.
How do I return my order?
  • Before you return the package, we always ask you to send an e-mail to register your package. You can then return the package to us via the post office. When sending a package, you will receive a Track & Trace code. Keep this receipt with you, with this you can follow your shipment.
Are there any costs associated with the return? (NL) NL
  • The costs for the return process are for your own account and depending on the shipping method you choose. We can advise you to purchase a MyParcel return label via ELRO. The costs for this are € 5,85. This is a cheaper option compared to the regular parcel post from Post NL, which is € 6,95.
Are there any costs associated with the return? (BE) BE
  • The costs for the return process are for your own account and depending on the shipping method you choose. We can advise you to purchase a MyParcel return label via ELRO. The costs for this are € 13,00.
want to return a part of my order
  • If you return a part of your order to us, the total price of the returned items will be refunded by ELRO.
If I send my entire order back, will the shipping costs also be refunded?
  • You will receive the original shipping costs that you have paid upon receipt from ERLO. The costs of returning are always for your own account.
What is the return address?
  • Several factors are important in determining the return address. We ask you to contact our customer service.

Payments

On which account will my payment be refunded?
  • Within 14 days after receiving your package, we will refund the purchase amount to the same account number with which you paid. We will pay you back with the same payment method with which you made the original transaction, unless you have expressly agreed otherwise. In any case, we do not charge any costs for such reimbursement.
How long will it take before my payment is refunded?
  • If we have received your returned package, we will first check whether the package meets the return conditions. We pay the entire purchase price (including any shipping and payment costs) as soon as possible, but no later than 14 days after receipt of the cancellation notice. We wait with a refund until we have received the items, or until you have shown that you have sent them. If you only return part of your order, you will not be reimbursed for the shipping costs of the shipment.
Depreciation
  • You are only liable for the depreciation of the articles which is the result of the use of the articles, which goes beyond what is necessary to determine the nature, characteristics and the functioning of the articles.

Exchange order

Can I exchange my item (s) for another item?
  • If you want to exchange an item for another product, you can return the item that you do not want to keep. The amount will be on your account within 14 days. You can then order the product you want.
What if I did not receive a confirmation of receipt after the return?
  • We strive to process your return as quickly as possible. If in doubt, always contact our customer service. Send an e-mail with a copy of your shipping receipt in the attechment. Also mention your order number in the e-mail.

Klantenservice