Cancellations & Returns

Cancellation

If your order has not yet been shipped, you can cancel it easily and free of charge. Please contact us for this. After your order has already been shipped, we cannot cancel this, but it can still be returned.

When placing an order with digital online content, you will be informed during the ordering process that by ordering agree to delivery (you will receive an email with the download or image of the product / code). You further acknowledge that you lose your right to withdraw from the contract once the download of the digital content has started or the e-mail has been sent by us.

Returns and right of withdrawal for consumers

You have the right to withdraw from the agreement within a period of 14 days without stating reasons by means of the European model withdrawal form. The withdrawal period expires 14 days after the day on which you or a third party designated by you, who is not the carrier, takes physical possession of the product.

To exercise the right of withdrawal as a consumer, you must inform us, TrueBase, A. Hofmanweg 75, 2031BH HAARLEM, klantenservice@truebase.nl, 088-9277206, via an unambiguous statement (by e-mail) of your decision to withdraw from the contract. You will then receive an email from us with the return instructions. Consumers can return a product for free through our return portal within 14 days.

Want to return something? Then fill out our return form here.

Consequences of the revocation

If you revoke the agreement, 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 delivery method other than the cheapest standard delivery offered by us ) immediately and in any case no later than 14 days after we have been informed of your decision to withdraw from the agreement.

We will refund you using the same means of payment with which the original transaction was made, in any case we will not charge you for such refunds. We may withhold reimbursement until we have received the goods back.

You must return or hand over the goods to us without delay, but in any case no later than 14 days after the day on which you have notified us of the decision to revoke the agreement. You are on time if you return the goods before the period of 14 days has expired.

After registering your return by e-mail or telephone, you will receive a free post number from us to send the goods free of charge, it is also possible to bring it to our collection desk.

If you wish to return something on your own initiative, you can do so to the above address, but the direct costs for returning are for your own account. You are only liable for the depreciation of the goods resulting from the use of the goods, which goes beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Complaints

If you have a complaint about our products or our service, you can contact us via the contact form. You get from us within 7 working days of receipt of your complaint, a substantive response.

If you are not satisfied with the handling of your If you have a complaint, you can also submit it to the Home Shopping Disputes Committee or to this Disputes Committee via the European ODR Platform.