Exchanges & returns

Not completely happy with your order? No problem. Below you can read exactly how returns work and what your rights are.

Your statutory right of withdrawal: 14 days

As a consumer, you have the statutory right to withdraw from the purchase agreement within 14 days of receiving your order, without giving a reason. If an order contains several items that are delivered separately, this period starts on the day you receive the last item.

You notify us of your withdrawal within those 14 days via service@rokersbenodigdheden.com, or by using the model withdrawal form in our Return and Refund Policy. After notifying us, you have another 14 days to actually send the item back.

Our extra return period: 21 days

On top of your statutory rights, we voluntarily offer you a return period of 21 calendar days after receiving your order. This is an extra service and does not limit your statutory right of withdrawal in any way.

Within this extra return period, you can return items provided they are unused and, as far as reasonably possible, in their original packaging.

How do I return an item?

Register your return via service@rokersbenodigdheden.com stating your order number. We will send you instructions on how and where to send the parcel.

Send the item to:

Rokersbenodigdheden
Lange Hezelstraat 26
6511 CK Nijmegen
The Netherlands

Returning in store

You can also bring your online order back to one of our shops in Nijmegen:

Tabaksspeciaalzaak Lange Hezelstraat
Lange Hezelstraat 26
6511 CK Nijmegen

Tabaksspeciaalzaak Molenstraat
Molenstraat 120
6511 HL Nijmegen

Please bring your order number or proof of purchase.

Return shipping costs

Returns from the Netherlands are free on request. Register your return in advance via service@rokersbenodigdheden.com. We will send you the necessary return instructions and, where applicable, a return label.

If you return from a country other than the Netherlands, the cost of return shipping is at your expense.

If an item is defective, damaged or incorrectly delivered, we pay the return costs.

Refund

We refund the purchase price and, if you withdraw from the entire order, also the cost of our standard shipping for the original order.

If you chose a more expensive shipping method than our standard shipping when ordering, we only refund the cost of standard shipping.

We refund as soon as possible and no later than 14 days after receiving your withdrawal. We may withhold the refund until we have received the item or until you have shown that you have sent it back.

Refunds are made using the same payment method you used for the order, unless you expressly agree to a different method. We do not charge any fees for this.

If you have used or handled the item more than necessary to establish its nature, characteristics and functioning, we may deduct the loss in value from the refund.

We do not charge administration or restocking fees.

Exceptions to the right of withdrawal

The right of withdrawal does not apply to, among other things:

• sealed items that are not suitable for return for reasons of health protection or hygiene, if the seal has been broken after delivery and you were informed before purchase that the right of withdrawal lapses once the seal is broken;
• items made to your specifications or that are clearly personal in nature, such as lighters specially engraved or printed for you.

Sale and discounted items can be returned as normal under the conditions above.

Damaged or wrong item received

Please check your order on receipt and contact us as soon as possible if an item is defective or damaged, or if you received the wrong item.

We will sort this out for you free of charge.

In addition to the right of withdrawal, as a consumer you have statutory rights if a product does not conform to the contract. An item must do what you can reasonably expect of it.

Exchanges

The quickest way to get the item you want is to return the item you received and order the new item separately.

Need help?

Phone: +31 6 48 68 49 79
Email: service@rokersbenodigdheden.com

You can also drop in at either of our two shops in Nijmegen.