Would you like to cancel your order or return a product? What you need to do depends on whether your order has already been shipped. Below you’ll find information on how to cancel an order before it is shipped and how to return an order that has already been shipped or received.
Cancel your order before shipping
As long as your order has not yet been shipped, you can cancel the entire order or individual items directly. There are no costs associated with cancelling an order that has not yet been shipped. Would you like to cancel your order immediately? Please contact us. Do you have an account? You can also log in and cancel the order in your account.
Returning your order
Has your order already been shipped or have you received the parcel? If the statutory right of withdrawal applies, you can exercise your right to return the order. You can easily register your return online using our returns form: Returns Form EN
Return conditions
As a consumer making an online purchase, you generally have a 14-day cooling-off period. Within this period, you can let us know that you wish to withdraw from the purchase. After notifying us, you have a further 14 days to return the product.
During the cooling-off period, you may inspect and assess the product to the extent necessary to establish its nature, characteristics and functioning. Please handle the product and its packaging with care.
Has the product been used or damaged beyond what is necessary to assess it? Where permitted by law, we may deduct an amount for any resulting loss in value. Please therefore package the product carefully before returning it.
Return shipping costs
Returns within the EU
For returns within the EU, we will provide you with a shipping label to return the product. You pay the return shipping costs when handing in the parcel. Are you returning a product because we sent you an incorrect or defective item? In that case, we will cover the return shipping costs.
Returns from outside the EU
For returns from outside the EU, you are responsible for arranging and paying for the return shipment. You can return the product to:
EME Napoleon
De Corridor 12-M
3621 ZB Breukelen
The Netherlands
Exchange or replacement product
Once we have received your return, you will receive a confirmation. Have you requested an exchange or a different product? We will send the replacement product as soon as possible after receiving and processing your return, provided that the product is available.
When will I receive my refund?
Have you exercised your right of withdrawal? We will refund the amount due in accordance with the statutory rules on withdrawal. If you withdraw from the entire order, the original standard shipping costs will also be refunded, insofar as you are entitled to this under the applicable statutory rules.
The direct cost of returning the product is your responsibility, unless the product was delivered incorrectly or was defective, or we have expressly stated that we will cover these costs.
We will refund the amount due within the statutory time limit. We may withhold the refund until we have received the returned products or until you have provided evidence that you have sent them back, whichever occurs first.