Returns & Exchanges

Through us return portal you can easily and free return your order if you offer it within 14 days. To return products after 14 days, we ask you for to contact us. In this way we can serve you best!

Click here to get to us return portal to go. Please keep your zip code and order number or tracking number at hand! Example:

• Postal Code: 2390
• Order number or tracking number: # 2019-1001 or 05308710748151

Please note that although you return products within 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 are done out of service as they are outside the legal framework of return policy.
• The order is undamaged. - All returned orders and products that are returned damaged to us are outside the legal framework of return right. If you already receive an order damaged, you must notify us within 24 hours of receipt.
• The order is returned protected. - All returned orders and products must be returned protected. Make sure that the order cannot be damaged during transport. Orders and products that are damaged during transport due to being poorly packaged and unprotected in the box are outside the legal framework of the right of return.
• The order is delivered to us. - Of course it is also important that all returned orders and products actually arrive at us. This is the responsibility of the person returning the goods. Make sure the shipping label is properly attached to the box and it cannot be damaged or lost during transit. Also make sure there are no other shipping labels on the box other than that of Custom Car Care. Orders that are returned via our return portal are not insured, if they are lost during transport, we cannot offer a return. If you return an order or product via our return portal, you do not have to pay any costs, but this is also at your own risk. You can choose to return your package insured via another carrier. In this case we will refund our amount of the return shipment to you, and you will have to pay the other costs yourself. Example: returning your package via our return 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 have to pay the € 1,00 yourself.

 

There are also some products and articles that cannot be returned. Namely:

• Gift cards
• Discount codes
• Downloadable content
• Certain health and personal care products
• Products that can 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 return right. These orders and products are subject to our own service and what we experience as a possible return. If you are not sure whether you can meet these conditions, you can always to contact us. This way you can get a better view of what is possible.

 

Under certain conditions, articles, products and orders can only be partially refunded. This is the case with:

• Orders, products or articles that are returned after 14 days
• Products or articles that have been used and / or damaged
• Products or articles that are not returned in full
• Products or articles that are sealed with a broken seal
• Products or articles of which it is not possible to sell back at the original price

Orders and products that are returned despite not meeting the conditions are at your own risk and responsibility. If we cannot accept it, it will be resent to you and you will have to pay for the costs yourself. The order and products are only returned after the shipping costs have been paid. If you do not pay this, your order will remain Custom Car Care and you will be charged to stock your order.

 

Once 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 articles cannot be accepted or can only be partly taken back or at a reduced rate, we will inform you within 14 working days of receipt. If you do not reply to our message within 14 working days, we will credit the amount and the articles to your bank details. The other items that need to be returned to you will be prepared for shipment and return shipping costs will be charged.

 

Legal aspect of returns

If products were ordered from Custom Car Care there is also a right of withdrawal that allows you to cancel within 14 days when you have placed your order. To exercise the right of withdrawal, you must comply with the legal conditions described here in the general terms and conditions. To exercise the right of withdrawal you must Custom Car Care informing you of your decision to cancel your order by an unambiguous statement (e.g. in writing by post or e-mail). You can use the attached model withdrawal form when you request it by post or e-mail, but you are not obliged to do so.

To meet the withdrawal period, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired. If you cancel the contract, you will receive all payments you have made up to that point, including delivery costs (with the exception of any additional costs resulting from your choice of a delivery method 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, back from us. We will pay you back with the same payment method with which you made the original transaction if possible, unless you have explicitly agreed otherwise; in any case, you will not be charged for such reimbursement. If the order has already been shipped and arrived at the customer, the customer must return the order unopened, unused and in the original packaging in order to be able to invoke the right of withdrawal. If the order is returned and does not meet these requirements, the order will be returned to the customer and the additional shipping and administration costs will be charged to the customer and payment of the order must be paid after 14 days.

If the customer does not comply with this, an additional administrative cost of € 14 including taxes will be charged after 10,00 days. This amount doubles every 30 days, if the customer continues to refuse the administrative costs after 180 days, a bailiff will be appointed, the costs of which will be passed on to the customer and in case of a lawsuit, the legal costs will also be billed to the customer. Custom Car Care will also only use your data for making an invoice and delivering orders.