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Mail your returned items to:
Multitrance / G-Trading B.V. Stammerhove 11, 1112 VA Diemen, The Netherlands
Cancellation of Orders
If you cancel your order before it has been shipped, you will receive a full refund. Once an order has been shipped, consumers may exercise their statutory right of withdrawal as described below. You will only be responsible for the direct cost of handling and returning of the goods where we informed you of this before purchase.
Damaged Items
In the unlikely event that your items are damaged upon opening, we kindly request that you take pictures of the damaged goods and send these to us via email.
We are always happy to exchange your items or provide you with a full refund in cases where there are clear signs of damage that was not caused by the customer.
If a product is faulty, damaged upon delivery, incomplete or not as described, please contact us as soon as reasonably possible. Where required by law, G-Trading B.V. will provide an appropriate remedy, such as repair, replacement or reimbursement, without charging the customer the associated return or replacement costs.
How to return an item
Every customer can request to return his order as long as:
- It is inside the original package;
- Has never been used (or consumed); and
- It has not been more than 14 days since receiving the package.
Please email us at info@multitrance.com with pictures of the damaged items to request a refund.
If you return your entire order, we will refund the purchase price and the cost of standard delivery. Extra costs for express or premium delivery are not refundable.
We will refund you within 14 days after you tell us about the return. We may wait until we receive the returned items or proof that you sent them. The refund will normally be made using your original payment method.
Shipping Costs for Refunds
The direct cost of returning goods following an ordinary withdrawal is payable by the consumer. We will pay the return costs where goods are faulty, damaged upon delivery, incomplete or incorrectly supplied and the law requires us to do so.
If you receive a refund, the cost of shipping will be deducted from your refund.
Products which were sent back to us without any prior notification will be delivered back to you at your own expenses.
For an ordinary return, the customer is responsible for returning the goods safely and should retain proof of shipment.
Replacements
In the unlikely situation that a customer receives his order/items damaged or faulty, we will happily replace these items.
In that case, Multitrance will cover the shipping costs and any additional fees that might appear during the replacement process.
A customer can also request for an exchange of his order purchased within 30 days upon receiving the package.
All purchased items should be inside the original package and unused.
You must provide the exact information on which items you want replaced and why via email.
Exchanging of purchased item doesn’t include RE-shipping fees. Invoice of new shipping fees will be emailed to customer and payment for new shipping option must arrive prior we ship out a replacement.Â
The customer will be charged the new shipping cost for a voluntary exchange of a non-defective product. The customer will not be charged return or replacement shipping costs where goods are faulty, damaged upon delivery, incomplete or incorrectly supplied and the law requires G-Trading B.V. to bear those costs.
Consumers have 14 days from the day after receiving the goods to notify us that they are exercising the right of withdrawal. After notifying us, they have a further 14 days to return the goods. We will reimburse the applicable amount within 14 days after receiving the withdrawal notice, but may withhold reimbursement until we receive the goods.