Shop Return Policy

1. Scope — this policy applies to direct Shop purchases by consumers only

This page applies only to products bought and paid for directly through the Fasunion Shop (fasunion.nl/shop) via online checkout, where the buyer is a consumer (a private individual acting outside of a trade, business or profession). It does not apply to:

• Fasunion's quote-based, project-supplied B2B trade sourcing (proforma invoice / sales agreement engagements) — see Warranty & Returns and Terms & Conditions, Sections 1–9, which govern those engagements instead.
• Shop purchases made by a business customer (checkout as "business"/company) — the statutory consumer withdrawal right described below is a consumer protection and does not apply to a business buyer; a business buyer's return options are whatever is separately agreed with Fasunion in writing for that order.

This policy describes Fasunion's return process and summarises the statutory consumer rights that apply under Dutch and EU law. It is provided for clarity and is not a substitute for independent legal advice; nothing here removes any right a consumer has under mandatory law.

2. Your 14-day right of withdrawal (herroepingsrecht) — change of mind

If you are a consumer, you have the right to withdraw from a Shop purchase within 14 calendar days, without giving any reason.

• When the period starts: the day after you (or a third party you nominate, other than the carrier) receive the goods. If your order is delivered in several separate shipments or parts, the period starts the day after you receive the last item.
• How to withdraw: email info@fasunion.nl with your order number and a clear statement that you wish to withdraw (for example: "I withdraw from my order FAS-2026-000123"). No specific form is required, but let us know as early as possible so we can send you the correct return instructions.
• Sending the goods back: once you've told us you're withdrawing, send the goods back without undue delay and in any case within 14 days of that notice. Please wait for our return instructions first (see Section 4) rather than shipping to an address you assume is correct — the right return route depends on the product.
• Condition of the goods: you may unpack and inspect the product the way you reasonably would in a shop, to check its nature, characteristics and how it works. If the product shows more wear, use or damage than that reasonable inspection would cause, we may deduct the resulting loss in value from your refund. Returning the item in its original packaging, with all accessories, cables, manuals and included parts, helps us confirm nothing is missing or damaged — but is not an absolute condition for exercising your right of withdrawal.
• Who pays return shipping: for a standard change-of-mind withdrawal, you bear the direct cost of returning the goods. Because several Shop products are large or heavy (for example floor-standing power stations and EV chargers) and the real courier/freight cost varies by weight, packaging and destination, we do not display one fixed number here — when you tell us you're withdrawing, we will confirm the applicable return shipping cost (or arrange collection at your cost) before you send anything back. If Fasunion has separately agreed to cover return shipping for a specific order, that agreement takes precedence.
• If we did not properly inform you of this right: under Dutch/EU law, if a seller fails to give the consumer the legally required information about the right of withdrawal, the 14-day period is automatically extended by up to 12 months. This policy, linked from every Shop product page and from checkout-area navigation, is how Fasunion provides that information.

Exceptions to the right of withdrawal

EU/Dutch consumer law excludes certain categories from the right of withdrawal — for example custom-made or personalised goods, sealed goods that are not suitable for return for health or hygiene reasons once unsealed, and sealed audio/video/software once unsealed. As of this policy's last-updated date, none of the products sold directly through the Fasunion Shop are custom-made, personalised, or hygiene-sealed in this sense, so we do not expect this exception to apply — it is listed here for completeness and would only be invoked for a future product where it genuinely applies, and would be stated clearly on that product's page.

3. Defective, damaged, or incorrect items — this is a warranty claim, not a withdrawal

If a product arrives defective, damaged in transit, or is not what you ordered, this is handled under your statutory legal warranty (conformity guarantee) under Dutch/EU consumer sales law — a separate right from the 14-day withdrawal right above, with no 14-day time limit. Under this guarantee a product must be as agreed and fit for normal use; if it is not, you are entitled to have it repaired or replaced, or, where that is not possible or not done within a reasonable time, to a price reduction or a full refund.

• How to report it: contact info@fasunion.nl as soon as reasonably possible with your order number, a description of the fault, and photos or video where relevant.
• Return shipping cost: for a genuine defect, transport damage, or an incorrect item supplied, Fasunion covers the return shipping cost — you never pay to send back a faulty or wrongly-shipped item. We will confirm the return method and, where needed, arrange or reimburse collection.
• Resolution: depending on the situation this may be a repair, a replacement unit, a partial price reduction, or a full refund. We will agree the right outcome with you once we've reviewed what you've reported.
• Manufacturer warranty: where a product page states a specific manufacturer warranty period (e.g. "2 years"), that runs alongside — and does not reduce — your statutory legal warranty rights.

4. How a return actually works

1. Contact info@fasunion.nl first, with your order number, and say whether this is a change-of-mind withdrawal (Section 2) or a defective/incorrect item (Section 3).
2. We will reply with return instructions specific to your product and situation — including where to send it or how a collection will be arranged. Please do not send anything back before receiving these instructions; Fasunion does not use a single fixed warehouse or supplier return address for every product, so shipping without instructions risks delay or the parcel going to the wrong place.
3. Pack the item securely (original packaging and all accessories where you still have them) and send it using a trackable method, or hand it over at the agreed collection.
4. Once we receive the item (or, for a withdrawal, once you've shown us proof you've sent it — whichever is earlier), we process your refund as described in Section 5.

5. Refunds

• Method: refunds are made using the same payment method you used to pay (via Mollie, our payment provider), unless you explicitly agree to a different method. You never pay a fee for receiving a refund.
• Timing: for a withdrawal (Section 2), we refund within 14 days of the day you told us you're withdrawing — though we're entitled to wait until we've received the goods back, or you've supplied proof you've sent them, whichever comes first. For a warranty claim (Section 3), we refund promptly once the agreed resolution is a refund.
• Original delivery cost: if you withdraw from your entire order, we also refund the standard delivery cost you paid to receive it (if you chose and paid for a faster/more expensive delivery option, we refund only the amount you would have paid for our standard option). This does not apply where you keep part of a multi-item order.

6. Exchanges

Fasunion does not currently offer a direct product-for-product exchange workflow. If you'd like a different product, variant, or size, please return the original item under Section 2 or 3 as applicable, and place a new order for what you'd like instead.

7. Contact

Questions about a return, withdrawal, or refund for a Shop order: info@fasunion.nl. Please always include your order number (format FAS-2026-XXXXXX).

This Shop Return Policy is referenced from Fasunion's Terms & Conditions (Section 10, Direct Shop purchases) and complements, without replacing, the separate Warranty & Returns terms that apply to Fasunion's quote-based B2B trade sourcing business.