Return and Withdrawal Policy – 123Smartshop

Version: 2.0
Last updated: 23-06-26

This Return and Withdrawal Policy applies to orders placed via 123Smartshop.com and any subdomains or successor domain names.

The agreement is concluded with:

LDM Concepts
Aalsterweg 283
5644 RE Eindhoven
The Netherlands

Trading as 123Smartshop.

Please read this policy carefully before placing an order.

1. Right of Withdrawal for Consumers

If you are a consumer, meaning you are not acting for business or professional purposes, you generally have the right to withdraw from your order within 14 days after receiving the product, without giving any reason.

The withdrawal period starts on the day after you, or a third party designated by you, receive the product.

If your order consists of multiple products delivered separately, the withdrawal period starts on the day after you receive the last product.

2. How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must inform us within the 14-day withdrawal period by a clear statement.

You can do this by contacting us through the contact details listed on our website.

Please include:

• your order number;
• your full name;
• your email address;
• the product or products you wish to return;
• the date of receipt;
• a clear statement that you wish to withdraw from the purchase.

You may use the model withdrawal form at the bottom of this page, but this is not mandatory.

3. Return Period

After notifying us of your withdrawal, you must return the products within 14 days.

The deadline is met if you send back the products before the 14-day return period has expired.

Please do not return products before your return request has been registered, unless instructed otherwise.

4. Return Conditions

Returned products must be:

• unused;
• undamaged;
• complete;
• clean;
• unopened where applicable;
• in the original packaging where reasonably possible;
• returned with all accessories, labels, manuals and packaging materials where applicable.

Please include a copy of the packing slip, order confirmation or return confirmation with your return.

You are responsible for handling the product with care. You may inspect the product only to the extent necessary to determine its nature, characteristics and functioning, similar to what would be allowed in a physical store.

5. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply, or may lapse, for certain products.

Returns may be refused for products including but not limited to:

• sealed products that are not suitable for return for reasons of health protection or hygiene if the seal has been broken after delivery;
• consumable products that have been opened, used or unsealed;
• products that deteriorate quickly or have a limited shelf life;
• products that are made to the customer’s specifications or are clearly personalised;
• products that, after delivery, are inseparably mixed with other goods;
• products that cannot be returned under applicable law.

For smartshop, wellness, botanical, consumable, hygiene-sensitive or sealed products, safety and hygiene considerations may apply. If the packaging or seal has been opened, damaged or removed, we may refuse the return where permitted by law.

6. Return Shipping Costs

Unless agreed otherwise, the direct costs of returning products are borne by the customer.

We recommend using a trackable shipping method. You are responsible for the return shipment until it has been received by us.

If a return shipment is lost, damaged or not delivered, we may be unable to process a refund.

7. Refunds

If you validly exercise your right of withdrawal, we will refund the eligible payment as soon as possible and no later than 14 days after receiving your withdrawal notice.

We may withhold the refund until:

• we have received the returned products; or
• you have provided proof that the products have been returned,

whichever occurs first.

Refunds are normally made using the same payment method used for the original transaction, unless agreed otherwise.

If you selected a delivery method more expensive than the standard delivery option offered by us, the additional shipping costs will not be refunded.

8. Diminished Value

You are responsible for any reduction in value of the products caused by handling beyond what is necessary to inspect the product.

If a product has been used, damaged, opened, unsealed, altered, contaminated or returned incomplete, we may reduce the refund or refuse the return where permitted by law.

9. Damaged, Incorrect or Incomplete Delivery

If your order arrives damaged, incomplete or incorrect, please contact us as soon as possible, preferably within 48 hours after delivery.

Please include:

• your order number;
• a description of the issue;
• clear photos of the outer packaging;
• clear photos of the inner packaging;
• clear photos of the product;
• photos of the shipping label where relevant.

We will review the issue and provide a suitable solution where applicable.

Do not dispose of the packaging or product until we have completed our review.

10. Non-Returnable Situations

Returns or refunds are not guaranteed in the following situations:

• the product has been opened, used or unsealed where hygiene, safety or health protection applies;
• the product has been damaged by the customer;
• the product is returned incomplete;
• the return was sent without prior notification;
• the return period has expired;
• the product was stored incorrectly after delivery;
• the product was used contrary to product instructions or warnings;
• the shipment was refused, uncollected or returned due to incorrect address details;
• the parcel was seized, refused, destroyed or held by customs or authorities due to local laws or import restrictions.

This does not affect mandatory consumer rights where applicable.

11. International Orders and Customs

For international orders, customers are responsible for checking whether the ordered products are legal to import, possess and use in the country of destination.

123Smartshop is not responsible for customs seizure, refusal, destruction, delays, fines, import restrictions or legal consequences resulting from local laws or enforcement actions.

If a parcel is seized, refused, destroyed or held by customs or authorities due to local laws or import restrictions, no refund or replacement is guaranteed, unless mandatory consumer law provides otherwise or 123Smartshop is demonstrably responsible.

Product visibility on our website does not guarantee legality in every country.

12. Incorrect Address, Refused Delivery or Non-Collection

Customers are responsible for providing complete and accurate shipping details.

If a parcel cannot be delivered due to an incorrect or incomplete address, refusal of delivery, failed delivery attempts or non-collection, additional shipping costs may apply.

Refunds or replacements are not guaranteed in these cases.

If a parcel is returned to us, we will review the situation and may decide whether reshipment, partial refund or cancellation is appropriate.

13. Return Address

The return address will be provided after your return request has been registered.

Please do not send products back without contacting us first.

Returns sent to the wrong address or without sufficient information may not be processed correctly.

14. Business Customers

The statutory consumer right of withdrawal applies only to consumers.

If you place an order as a business customer, the right of withdrawal does not apply unless explicitly agreed otherwise in writing.

Returns from business customers are only accepted with prior written approval from 123Smartshop.

15. Legal Guarantee

This policy does not affect your statutory rights.

If a product is defective, damaged or not as described, consumers may have rights under applicable consumer law.

Products must be used and stored according to the product information, labels, instructions and warnings.

We are not responsible for damage or defects caused by incorrect use, unsafe use, incorrect storage, modification, normal wear and tear or use contrary to instructions.

16. Contact

For questions about returns, withdrawal or damaged deliveries, please contact us through the contact details listed on our website.

Please always include your order number when contacting us about an order.

Model Withdrawal Form

You may use this form to withdraw from your purchase, but you are not required to use it.

To:
123Smartshop / LDM Concepts
Aalsterweg 283
5644 RE Eindhoven
The Netherlands
Email: [insert customer service email]

I hereby inform you that I wish to withdraw from my purchase agreement for the following product(s):

Order number:
[insert order number]

Product(s):
[insert product names]

Ordered on:
[insert order date]

Received on:
[insert delivery date]

Customer name:
[insert full name]

Customer address:
[insert address]

Customer email:
[insert email]

Date:
[insert date]

Signature:
Only required if this form is submitted on paper.