Politique de remboursement

30 days to change your mind

You have the right to cancel your order up to 30 days after receiving it, without giving a reason. That is longer than the 14 days European law requires — we give you 30.

After cancelling you have another 14 days to send the product back. You then get the full order amount credited, including the shipping cost of the original delivery. Only the cost of returning the product from you to us is yours. We will transfer the amount owed within 14 days of your cancellation, provided the product has been received back in good order.

If you chose a more expensive delivery method when ordering, we refund the standard rate. Refunds are made using the same payment method you paid with.

Handling the product

You may unpack the product and handle it as far as is needed to establish its nature, characteristics and functioning — the way you would in a shop.

If the product is damaged, or the packaging is damaged more than is necessary to try the product, we may charge you for the resulting loss of value. So please treat the product with care, and make sure it is well packed when you return it.

How to cancel your order

Email hello@thestainless.co with your order number, or use the model withdrawal form at the bottom of this policy. You can also use the cancellation button on our returns page.

Telling us first helps us process your parcel faster, but it is not a condition. If you send it back without telling us, we will still handle your return.

Return address

The Stainless Co. — Resoluta B.V.
Krachtenveld 61
3893 CD Zeewolde
Netherlands

Cost of returning

The direct cost of sending the product back is yours, unless the product is defective or we sent the wrong item — then we pay. Expect roughly €7.25 per parcel; check your carrier's website for exact rates.

We recommend using a tracked service. If a return goes missing and there is no proof of postage, we cannot process it.

Exceptions

The statutory exceptions to the right of withdrawal — such as perishable goods, or sealed items unsealed for reasons of health or hygiene — do not apply to anything we sell. Every product in our range can be returned, gift cards included.

Damaged or incorrect items

That is not a return — that is our mistake. Email hello@thestainless.co with your order number and a photo of the product and the packaging. We pay the return or replacement cost.

Exchanges

If you would like a different product, the fastest route is to send the original back and place a new order. You do not have to wait for the return to be processed first.

Your statutory rights

Nothing in this policy limits your statutory rights under Dutch and European consumer law, including the statutory conformity guarantee. Our ten-year guarantee on the steel is offered alongside those rights and does not replace them. It is described on our guarantee page.

Model withdrawal form

Only complete and return this form if you wish to withdraw from the contract.

To:
The Stainless Co. — Resoluta B.V.
Krachtenveld 61, 3893 CD Zeewolde, Netherlands
hello@thestainless.co

— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
— Ordered on (*) / received on (*):
— Name of consumer(s):
— Address of consumer(s):
— Signature of consumer(s) (only if this form is submitted on paper):
— Date:

(*) Delete as appropriate.

Complaints

Not happy with how we handled it? Email hello@thestainless.co. You will get confirmation within 2 business days and a substantive response within 14 days. If we cannot resolve it together, you can submit your dispute for mediation through WebwinkelKeur. The full procedure is on our complaints page.