Returns and refunds

You have 14 days from the day the parcel arrives to change your mind. You do not have to say why. Tell us in writing, send the goods back within the following 14 days, and every euro you handed the courier comes back by bank transfer.

If the goods arrive damaged, are not what you ordered or turn out to be faulty, that is a different matter with stronger rights and no cost to you: see sections 7 and 8.

This sheet covers every way an item can come back to us. If you are simply changing your mind, the Right of withdrawal sheet walks through that one case on its own, deadline by deadline, and holds the model form.

You may withdraw from the contract of sale within 14 days without giving any reason. The period ends 14 days after the day on which you, or a person you named other than the courier, take physical possession of the goods. If one order arrives in several parcels, the period runs from the day the last parcel arrives.

WHATECH MOBILE CO., LIMITED is established outside the European Union. So that nobody has to work out which country’s statute applies, we write this right into the contract itself: every customer in every country we deliver to has the 14-day right of withdrawal on the terms of the EU Consumer Rights Directive (2011/83/EU), as set out on this sheet. If the consumer law of the country you live in gives you more than this sheet does, you keep that as well.

Before dispatch you do not need this right at all: an order can be cancelled at no cost on the confirmation call or by writing to us, as explained in Delivery, section 10.

Send us a clear statement that you withdraw, before the 14 days run out. Any of these will do: an email to desk@outletden.com; a message through the contact desk form with the topic “Return or withdrawal”; or the model form in section 10, by email or by post. Using the model form is optional.

Quote your order reference: the ticket number shown on the confirmation page (ODN- followed by digits). If you no longer have it, give the name and phone number used on the order and the delivery date, and we will find it.

You are in time if the statement is sent before the period ends. We confirm receipt by email without delay and tell you where to send the goods. Refusing a parcel at the door, or sending it back without a word, is not a withdrawal statement: write to us so the refund has somewhere to go.

Send the goods back without undue delay and no later than 14 days after the day you told us you withdraw. You are in time if the parcel is posted before those 14 days end.

The return address is given in our confirmation email, together with any reference to write on the parcel. Wait for that email before posting anything: a parcel sent to the wrong place cannot be matched to your order. Please do not send returns to a courier depot or to our registered office: neither can accept them.

You pay the direct cost of sending the goods back, unless the goods are faulty, damaged or not what you ordered (sections 7 and 8). Use a tracked service and keep the receipt: it is your proof of posting and it speeds up the refund. We cannot accept parcels sent cash on delivery or postage unpaid.

Pack the goods so they survive the trip, with all parts, accessories, chargers and manuals. The original box is the easiest way to do that, but it is not a condition of your right.

You may unpack and try the goods the way you could in a shop: look at them, switch them on, check that they do the job. That is what the 14 days are for.

You are liable only for a loss in value caused by handling that goes beyond what is needed to establish the nature, characteristics and functioning of the goods: for example a tool that comes back worn from a finished job, or with parts missing. In that case we may reduce the refund by the loss in value, and we will tell you the amount and the reason.

We refund everything you paid for the returned goods. Since carriage was never charged, the price of the goods is all there is to give back, and there is no outbound fee to prorate when only part of an order comes home: the money follows whatever you send back.

You paid the courier in cash, so there is no card to refund. The refund is made by bank transfer to an account in your name. We ask you for the account holder’s name and the IBAN (and the BIC if your bank needs it), and use them for that transfer only. We charge no fee for the refund. Transfers are sent in euro; if your account is held in another currency, your bank converts it at its own rate.

We refund without undue delay and no later than 14 days from the day we receive your withdrawal statement. As the law allows, we may hold the refund until the goods are back with us or until you send us proof that you posted them, whichever comes first. In practice: once the parcel is back and checked, the transfer leaves within 14 days, usually sooner.

If the parcel arrives visibly damaged, you may refuse it, or accept it and ask the courier to note the damage on the delivery record. Either way, tell us.

If you find damage, a missing part or the wrong item after opening, write to desk@outletden.com as soon as you reasonably can, ideally within a few days, with your ticket number and two or three photos (the item, the outer box, the shipping label). Early notice makes the courier claim easier; late notice does not cancel your rights.

We then arrange a collection or send a prepaid return label, and replace the item or refund you in full, as you prefer. You pay nothing for the return.

Everything we sell is new and covered by the legal guarantee of conformity: the goods must match their description, be fit for normal use and last as goods of that kind reasonably should. The guarantee runs for at least two years from delivery. Where the law of the country you live in gives a longer period (three years in Spain and Portugal, for example), the longer period applies.

A fault that shows itself within the first year after delivery is presumed to have been there on delivery, unless that is incompatible with the nature of the goods or of the fault. Several countries extend this presumption to two years; if yours does, that applies.

If something is faulty, write to us with the ticket number, a description of the fault and, where it helps, a photo or short video. You may choose repair or replacement, free of charge and within a reasonable time, unless the option chosen is impossible or disproportionately costly compared with the other. If neither can be done, is not done in reasonable time, or the fault comes back, you may ask for a price reduction or end the contract and have your money back. We pay the cost of returning faulty goods.

The guarantee does not cover normal wear of consumable parts (blades, sanding sheets, brushes, battery capacity fading with use), damage caused by accidents or misuse, or repairs attempted by third parties. It is given by WHATECH MOBILE CO., LIMITED as the seller, in addition to any guarantee a manufacturer may include in the box.

The law excludes a few kinds of goods from the right of withdrawal: for example sealed goods that cannot be returned for health or hygiene reasons once the seal is broken, and goods made to the customer’s own specification. If an item falls under an exception, its product page says so before you order. If the page says nothing, the right of withdrawal applies.

An exception never affects the legal guarantee in section 8.

The model withdrawal form — the ready-made wording you can copy into an email or print out — is printed in full at the end of the Right of withdrawal sheet, together with a table showing exactly which day the 14 start from. Nobody is obliged to use it: an email in your own words withdraws the contract just as effectively.

A parcel going back because it broke, arrived crushed or held the wrong item needs no form whatever. Write to desk@outletden.com with your ticket number and a photograph or two, and we take it from there under sections 7 and 8 above.