Return complaints

You have the right to cancel your order up to 14 days after receipt without giving any reason. After cancellation, you have another 14 days to return your product.

For products that are not suitable for return for health protection or hygiene reasons, returns are only possible if the seal has not been broken. If the seal is broken, the product can no longer be returned.

To register a return, open the Track & Trace email you received from us and click on 'Return package'. There, select the products you wish to return. After completing the registration, you will receive a payment link for the return label. The costs for the return label are at your own expense and will be shown in advance in the return portal.

Upon receipt and inspection of your return, you will receive a full refund of the purchase amount, including the original shipping costs, if you return the entire order. We may withhold a refund until we have received the product.

The product must be returned in its original condition and packaging, if reasonably possible. If the product is used or damaged more than necessary to assess it, we may charge a depreciation fee. If the product is no longer resalable, this may mean that no refund will be issued.

If you have entered an incorrect address yourself, making delivery of the package impossible, the shipping costs incurred will be charged. If a package is not collected from a pick-up point or is refused at the door, we will charge the original shipping costs for your region. Once the package has been returned to us, the order will be partially or fully cancelled.

How does it work?

Do you want to return a product? Please follow the steps below:

• Open the Track & Trace email you received from us.
  
• Click on the 'Return package' button.
  
• Or click here to go to the Return Portal now.
• Enter your order number and your postcode.
• Select the product you want to return and specify the quantity.
• Follow the steps to create your return label.
  

The costs for the return label are at your own expense.

Exceptions for returns

Exclusion from the right of withdrawal is only possible for products:

• (partially) used products cannot be returned due to hygiene.
• products with broken seals, opened, and (partially) used are excluded from the right of withdrawal. These products are unsuitable for return for reasons of hygiene and possible health risks if the seal has been broken after delivery.

This concerns a product that can no longer be made (reasonably) clean enough to be returned. Zazzyband and Puffcuff, for example, can be cleaned, and are therefore not excluded. A hairbrush, a headband, a scrunchie, a satin cloth or a satin pillowcase cannot be made clean enough to be resold (and if it were possible, it would only be through an expensive, special method disproportionate to the product). These products are therefore excluded from the right of withdrawal - return policy.

Order not deliverable after all

We continuously monitor our online assortment with the utmost care. Unfortunately, in exceptional cases, it may happen during order processing that an item is no longer in stock. If an item is unexpectedly unavailable, we will inform you within 5 working days via email and will refund the amount paid within 14 days.

Complaint

Do you have a complaint, question, or comment? Send an email to verkoop@cgproducten.nl.

What if this does not lead to a solution?

If this does not lead to a solution, it is possible to submit the dispute for mediation via WebwinkelKeur. As of February 15, 2016, consumers in the EU can also submit complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr.

If your complaint is not yet being handled elsewhere, you are free to submit your complaint via the European Union platform.

Warranty

How do I claim warranty?

All items you purchase from us are covered by the legal warranty. Legal warranty means that a product is or must do what the consumer can reasonably expect from it. Some products also come with a manufacturer's warranty. This warranty does not affect the legal warranty.

The warranty on your purchased item varies. If you wish to claim your warranty, it is important to check the warranty period from the date on your invoice and/or proof of purchase.

At www.cgproducten.nl, you primarily have two product groups:

Consumables, such as hair care and styling products

Tools, such as towels, pillowcases, beanies, or puffcuffs.

We care about our products and naturally do our best to deliver them to you in
top condition. However, it sometimes happens that an order gets damaged during
transport or something else occurs that entitles you to a warranty claim.

If you discover a defect in the product or should have discovered one, you must
contact us within a reasonable period. A reasonable period is at least two months after purchase for consumables and 6 months for Tools. Under certain circumstances, a period longer than two months may also be acceptable.

If you contact us in a timely manner, we will arrange for a free repair or replacement.