Return & Refund policy

Orders placed by consumers

We strive to ensure that you are always satisfied with your purchase. If for any reason you are not fully satisfied with your purchase, you can return the product within 14 days of receipt, without giving a reason. Please find more information on your rights and obligations regarding the right of withdrawal below.

Cancellation period and exercise of the right of withdrawal (consumers)

The withdrawal period expires 14 days from the day on which you or a third party designated by you, other than the carrier, takes physical possession of the good. Example: Is your order delivered to your home on 1 March? The cooling-off period then stops after 15 March. If the 14^th day falls on a weekend or public holiday, the next working day will count.

In order to exercise the right of withdrawal, you must inform us via an unambiguous statement (e.g. in writing, chat or e-mail) to withdraw from the contract. To comply with the withdrawal period, it is sufficient to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired. We may ask you why you wish to withdraw from the contract, but you are not obliged to tell us.

Consequences of withdrawal (consumers)

If you withdraw from the contract, we will refund all payments made by you up to that point, including delivery costs (with the exception of any additional costs resulting from your choice of a mode of delivery other than the cheapest standard delivery offered by us) without delay and in any case no later than 14 days after we have been informed of your decision to withdraw from the contract. If you return only part of your order, the delivery costs will not be refunded. We will refund you using the same means of payment with which you made the original transaction, unless you have expressly agreed otherwise. We will not charge any fees, such as transaction or administration fees, for such a refund. We may wait to refund until we have recovered the goods, or you have proved that you have handed over the goods to a person authorised by us to take delivery of the goods, whichever is earlier. Persons authorised by us to take delivery of items on our behalf will usually be a carrier appointed by us or a parcel point of the relevant carrier if we have sent you a return label as described in our returns process.

We kindly ask you to organise return shipments in consultation with us. For this, you can apply the return process below.

Return conditions (consumers)

You have placed your order with us as a consumer. A consumer is someone who purchases products or services from us for personal and non-commercial use.
You are liable for any diminished value of the goods resulting from the use of the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods. This means that we may charge you if, for example, the product is returned dirty, damaged or broken.
The product must, as far as possible, be in its original, closed and saleable packaging.
The return must be marked with an attribute, such as a return code or your order details such as the order number so that we can identify your return upon receipt.
You are responsible for the return shipping costs. When returning a parcel, these costs are usually between 10 and 20 euros, depending on the weight and dimensions. When returning a pallet, these costs are usually between 80 and 125 euros, depending on the weight and dimensions.
For partial returns, you will only be reimbursed for the cost of the returned product.
The following items are excluded from the return option:
- Products that are custom-made or manufactured according to specific wishes for you.
- Hygienic products, e.g. mouth caps, masks and other respiratory protection. We provide these products with a seal on and/or around the closure of the product packaging. If the seal is broken or the packaging to which it is attached is opened after delivery, the right of return lapses.

Return process (consumers)

We advise you to contact us before returning an item. This will enable us to process your return efficiently. Upon receipt of your request, we will send you return instructions, including the return address, within 14 days.
Would you like to return your order yourself without prior contact? Then send your order to: Reemster, Spadesteek 6, 4131MB, Vianen, Netherlands. Please be aware that our warehouse may be closed during business hours, which may lead to delays if you return without our notification.
You shall return or hand over the goods to us without undue delay and in any event not later than 14 days from the day on which you communicate your decision to withdraw from the contract to us. You are on time if you return the goods using our return process before the 14-day period has expired. Returns sent outside our returns process may not be accepted unless you provide demonstrable proof that the goods were handed over in a timely manner to a person authorised by us to receive the goods, such as a carrier designated by us or a parcel point of the relevant carrier.
Make sure the product is well packed to avoid damage during transport.
All accompanying accessories, manuals and warranty certificates must be included with the return.
As soon as we have received and checked the return, we will notify you and proceed with a refund, if applicable.
Returning is also possible via the European model withdrawal form.
Sometimes we use a different return address, which may result in lower shipping costs for your return. This depends on the specifics of your order. Feel free to contact us via chat, phone or email to determine if this is possible for you. It is not compulsory to register your return if you only request the return address.

Return & refund policy business

Return conditions (business customers)

Contact us within 14 days of receipt to notify the return. For some products, a longer period applies, namely 30 days after receipt.
The product must be unused and in the same condition as you received it. This means that the product has not been used; has been stored during your possession in a lockable, dry storage area; bears all original type, number, brand or trade name markings; no modifications have been made..
As far as possible, the product must be in its original, closed and saleable packaging.
Returns must be sent using a traceable shipping method.
You are responsible for return shipping and any shipping costs unless otherwise stated.
The following items are excluded from the return option:
- Products made to measure or according to specific requirements for you.
- Products that have been sealed for hygienic reasons and of which this seal has been broken or the packaging has been opened. For example masks and other respiratory protection.

Maximum quantity and return costs (business customers)

We apply a maximum quantity that you can return. This prevents business customers from ordering products in bulk (and at a high discount) and then returning them to us in large quantities. The following return periods, maximum quantity and return costs are applied:

thirty (30) days; a maximum of one (1) pallet with a maximum of fifty-five (55) bags; twenty-five per cent (25%) of the originally agreed price*; for Sponge-Media / Blasting abrisives;
thirty (30) days; a maximum of two (2) machines; fifteen percent (15%) of the originally agreed price*; for machines and/or equipment sold as "New";
fourteen (14) days; a maximum of two (2) machines; twenty percent (20%) of the originally agreed price*; for machines and/or equipment sold as "Used" or "Second-hand";
fourteen (14) days; up to two (2) goods; twenty-five per cent (25%) of the originally agreed price*; for all other goods;

* Originally agreed price means the price stated in the order confirmation. If a discount is given on the standard price, the discount is part of the price. Whereby if different prices have been calculated for the same returned item/good, the lowest amount will be used for the credit.

Return process (business customers)

Please contact us to register the return. Please remember to include your order number when doing so.
After receiving your return request, we will send you the instructions for returning the product, including the return address.
Make sure the product is well packed to prevent damage during transport.
All accompanying accessories, manuals and warranty certificates must be included with the return.
Once we have received and checked the return, we will notify you and proceed with a refund if necessary.

Refund (business customers)

Once we receive the returned product, we will process and verify it as soon as possible.
We aim to complete the refund as soon as possible, but no later than 14 days after receipt of the return.
Refunds will be processed via the original payment method used at the time of purchase.

Warranty on defective or damaged products

Warranty period for consumers

All items you buy from us are covered by the legal guarantee. Statutory warranty means that a product is or should do what the consumer can reasonably expect it to do. For consumers within the European Union, a compulsory legal guarantee period of at least 2 years applies to all products. For consumers in Spain and Portugal, the compulsory legal guarantee is a minimum of 3 years for products sold as new. A manufacturer's warranty also applies to some products. This guarantee does not affect the legal guarantee.

Warranty period for business customers

The warranty period is equal to the manufacturer's warranty of the good. If a supplier and/or manufacturer does not generally provide a guarantee for a good, Reemster guarantees that the good in question possesses the properties that one may expect thereof for a period after purchase that is reasonable for such a product. This period will in no case exceed 6 months. The guarantee only applies in case of normal use, in accordance with the applicable regulations for the good concerned. In case the good proves to be defective within this warranty period, the purchaser shall return it to Reemster. Reemster shall ensure repair or replacement of the defective good. Reemster is not obliged to do more than that. Under no circumstances is Reemster liable to pay any compensation on account of the possible defectiveness of goods during the guarantee period.

Warranty request business & consumer

If you are not satisfied with the quality of a product you have purchased from us, we would of course like to hear from you. Depending on the situation, you may be entitled to have the product replaced or repaired. You must meet a number of conditions before we can process your request:

You must submit your warranty request via a form. You can request this form from our customer service. Any returns will only be accepted after you have received a return code from us. Are you sending the item to us without a return code? Then we may refuse delivery.
The place of performance is usually Vianen, province of Utrecht, the Netherlands, i.e. you send us the goods for inspection/repair after we have sent you a return label. With this return label, you can send the product to us.
At our discretion, we may send the product to the manufacturer or a subcontractor for additional examination.
If we cannot find a defect, we will only return the goods to you after paying the examination costs and shipping costs. The examination fee is a one-off €25.00 plus €75.00 per hour.
You declare to have followed the maintenance and user instructions supplied with the product. Damage due to improper use, abuse, negligence, normal wear and tear, unauthorised repairs or modifications and damage due to natural disasters or other external causes are excluded from warranty.
Have we found a defect in the product and it falls within the legal warranty period? Then we will decide whether the product will be repaired or exchanged for a new or reconditioned product of similar condition.
If you return outside the warranty period and repair is possible, we will make an estimate for the repair costs and shipping costs. We will only carry out the repair after payment of the repair and shipping costs. After repair, we will send the product back to you. You can find our warranty conditions on our website or we will send them to you upon first request.
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