Send back
you can easily return your order for free if you offer it within 14 days. To return products after 14 days we ask you tocontact us. This way we can serve you best!
Click here to go to our returns portal. Please have your zip code and order number or tracking number handy! Example:
- ZIP code: 2390
- Ordernumber of tracking number: #2019-1001 of 05308710748151
Please note that even though you return products within the 14 days they are also subject to some conditions:
- The order is unopened. - All returned orders and products that have been opened or used and accepted by us is done out of service as they fall outside the legal framework of return rights.
- The order is undamaged. -All returned orders and products returned to us damaged are outside the legal framework of return rights. If you receive an order already damaged you must notify us within 24 hours of receipt.
- The order will be returned protected. -All returned orders and products must be returned protected. Please ensure that the order cannot be damaged in transit. Orders and products that sustain damage in transit due to being poorly packed and unprotected in the box are outside the legal framework of return rights.
- The order will be delivered to us. - Of course, it is also important that all returned orders and products actually reach us. This is the responsibility of the person returning the goods. Please ensure that the shipping label is attached cleanly to the box and that it cannot be damaged or lost in transit. Also make sure that no other shipping labels are attached to the box other than Custom Car Care's. Orders returned via our returns portal are not insured, if lost in transit we cannot offer a return. When you return an order or product through our returns portal you do not have to pay any costs but it is at your own risk. You can choose to send your package back insured via another carrier. In this case we will refund you our amount of the return shipment, and you will have to pay the remaining costs yourself. Example: returning your package via our returns portal normally costs us €5.00 but you wish to use your own insured carrier that charges you €6.00. Then we will pay you €5.00 and you must pay the €1.00 yourself.
Exclusion of return
There are also some products and articles that cannot be returned. Namely:
- Gift cards
- Discount coupons
- Downloadable content
- Certain health and personal care products
- Products that may expire such as: magazines, food, etc.
- Toxic materials
- Flammable liquids or gases
Orders and products that are returned but do not meet these conditions are outside the legal framework of the right of return. These orders and products are subject to our own service and what we consider to be possible returns. If you are not sure whether you can meet these conditions you can always contact us. This way you can get a better idea of what is possible.
Partial return
Under certain conditions, articles, products and orders can also be refunded only in part. These include:
- Orders, products or articles returned after 14 days
- Products or articles that have been used and/or damaged
- Products or articles returned incomplete
- Products or articles that are sealed whose seal is broken
- Products or articles for which it is not possible to sell back at the original price
Refused Returns
Orders and products returned despite not meeting the conditions are at your own risk and responsibility. If we are unable to accept them, they will be reshipped to you and you must pay the cost of this yourself. The order and products will not be sent back to you until the shipping costs have been paid. If you do not pay these your order will remain with Custom Car Care and there will be a charge to stock your order.
From the time your return is received at Custom Car Care it will be inspected. Please provide as much information as possible with your return shipment such as: invoice or order number, reason for return, where possible damage to the order and your bank details. If certain items cannot be accepted or can only be partially returned or at a reduced rate we will notify you within 14 business days of receipt. If you do not reply to our message within 14 working days, we will credit the amount and articles to your bank account. The remaining articles to be returned to you will be prepared for shipment and a return shipping fee will be charged.
Legal aspect returns
If products were ordered from Custom Car Care, there is also a right of withdrawal which allows you to cancel within 14 days once you have placed your order. In order to exercise the right of withdrawal, you must comply with the legal conditions described here in the Terms and Conditions. To exercise the right of withdrawal, you must inform Custom Car Care of your decision to cancel the order via an unequivocal statement (e.g. in writing by post or e-mail). You may use the enclosed model withdrawal form for this purpose when requested by mail or e-mail, but are not obliged to do so.
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. If you withdraw from the contract, we shall reimburse to you all payments made by you up to that point, including delivery costs (except for any additional costs resulting from your choice of a mode of delivery other than the least expensive standard delivery offered by us) without undue delay and in any event not later than 14 days after we have been informed of your decision to withdraw from the contract. We will refund you using the same means of payment with which you made the original transaction if possible, unless you have expressly agreed otherwise; in any event, you will not be charged for such refund. If the order has already been shipped and arrived to the customer, the customer must return the order unopened, unused and in its original packaging in order to invoke the right of withdrawal. If the order is still returned and does not meet these requirements, the order will be sent back to the customer and the additional shipping and administrative costs will be charged to the customer and the payment of the order must be made within 14 days.
If the customer does not comply, an additional administrative fee of €10.00 including taxes will be charged after 14 days. This amount doubles with every 30 days, if the customer continues to refuse the administrative fee after 180 days a bailiff will be appointed, the costs of which will be passed on to the customer and in the event of a lawsuit the legal costs will also be passed on to the customer. Custom Car Care will only use your information for the purpose of invoicing and delivering orders.