Returns

You have fourteen days to change your mind. Within that period you can send your order back without having to explain why. Below is how it works, what it costs and what to watch out for.

Fourteen days to change your mind

You are buying at a distance, without having held the product first. That is why the law gives you a cooling off period of fourteen days. It starts on the day after your order is delivered. Within those fourteen days you may cancel the purchase, without giving a reason.

If your order arrives in several parcels on different days, the period starts on the day after the last parcel is delivered.

How to register a return

Tell us first, within those fourteen days. Use the contact page or send an email to support@nomercyshop.nl. The model form at the bottom of this page is fine too, but it is not required: a message saying you are cancelling the purchase is enough.

Include your order number and which items you are sending back. Once you have registered, you have another fourteen days to actually ship the parcel. That second period only starts at the moment you register.

Return shipping is yours to arrange

We do not send return labels and we do not collect anything. You choose the carrier and you pay for the return shipment. Which carrier you use is up to you, as long as the parcel reaches us in one piece.

Send it with a barcode so the parcel can be traced, and keep your proof of postage. Until the parcel reaches us, the shipment is at your risk. If it goes missing on the way and you cannot show that you sent it, we cannot refund you. That proof is not a formality.

Unpack it, do not demolish it

And now the part we would really like to ask you about.

You may unpack a product and look it over the way you would in a shop. Open the box, take it out, look at it from every angle, switch it on to see that it does what it should, check whether that fan really does fit your tent. That is what the cooling off period is for, and we have no problem with it.

What we do have a problem with is the box that comes back looking like a badger has been living in it. Tape torn off instead of cut, half the flaps gone with it, the manual in four pieces, polystyrene crumbled into every last corner, and the whole thing taped shut again with six metres of brown tape and a prayer. We are exaggerating, but not by much.

A product like that can no longer be sold as new. It works perfectly well, but the next customer does not want a box that looks like that, and will not pay a new price for it.

A few things that make the difference:

• Cut the tape instead of pulling the box open.
• Keep the packaging, the polystyrene and all the accessories until you are sure you are keeping it. Fourteen days is shorter than you think.
• Do not stick a shipping label or tape on the product packaging itself. That box goes inside another box.
• Leave stickers and seals where they are.

In short: unpack it as if you might keep it, not as if you are not sending it back.

The formal side of this: if a product has been used or damaged more than was needed to assess it, we may deduct the loss in value from your refund. If it comes back complete and undamaged there is nothing to deduct and you get everything back.

When a return is not possible

The right of withdrawal does not apply to a few products. Those exceptions are also in our terms and conditions:

• Products delivered sealed where you have broken the seal. Think of nutrients and additives: once the bottle has been open, we can no longer sell it.
• Products that perish or go out of date quickly.
• Products that by their nature cannot be sent back.

Your refund

As soon as your return reaches us and we have checked it, we refund you. It goes back through the same payment method you used, unless you expressly ask us for something else.

If you send your whole order back, you also get the original delivery cost back, up to the amount of the cheapest standard shipping method we offer. If you send part of it back, you get the price of those items back and the delivery cost stays. The cost of the return shipment itself is not refunded in either case, that stays with you.

Damaged, wrong item or something else wrong

That is not a return but a complaint, and no fourteen day limit applies to it. Do not send such a product back unannounced. Contact us first through email with your order number and a photo. We will work out what happened and arrange a replacement, a repair or a refund. In that case the shipping cost is not yours to pay.

Return address

No Mercy Supply
Wilhelmietenstraat 9
4641 KA Ossendrecht
The Netherlands

Always register your return first. A parcel that turns up unannounced cannot always be matched to an order.

Model withdrawal form

Only use this form if you want to cancel the purchase. Fill it in and send it to support@nomercyshop.nl or to the return address above.

• To: No Mercy Supply, Wilhelmietenstraat 9, 4641 KA Ossendrecht, The Netherlands, support@nomercyshop.nl
• I hereby give notice that I withdraw from my contract of sale of the following goods:
• Ordered on:
• Received on:
• Order number:
• Name:
• Address:
• Date: