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REFUND POLICY

At Joiner Stadskanaal B.V., we are committed to ensuring your complete satisfaction with every order. As a wholesale distributor, the following policy outlines the terms for returns, refunds, and claims to ensure a clear and fair process for our business partners.

1.⁠ ⁠Damaged or Incorrect Goods

We take utmost care in packaging and fulfilling orders accurately. However, if you receive:

Damaged goods upon delivery.
⁠Incorrect items that do not match your order invoice.

You must notify us within 48 hours of receipt of the shipment. Please provide:

Your order number.
⁠Photos/video of the damaged packaging and products.
⁠A description of the incorrect items received.

Upon validation, we will, at our discretion:

⁠Arrange for a replacement shipment at no cost to you.
⁠Issue a full refund for the affected items.
⁠A description of the incorrect items received.

2.⁠ ⁠Returns for Defective Products

If a product is found to be defective (e.g., faulty seal, compromised formula), you must notify us within 14 days of discovery. We may require the product to be returned for quality inspection.

If confirmed defective, we will provide a replacement or a full refund for the defective units.

3.⁠ ⁠Returns for Non-Defective Goods (Change of Mind)

Due to the nature of wholesale goods (perishable, hygiene-sensitive), we generally do not accept returns or offer refunds for non-defective goods based on a change of mind or overstocking.

In exceptional circumstances and only with prior written authorization from our sales team, a return may be considered. The following will apply:

⁠A restocking fee of 25% will be charged.
The customer is responsible for all return shipping costs.
Goods must be returned in their original, sealed, and resalable condition.
Return authorization requests must be made within 7 days of invoice date.

4.⁠ ⁠Refund Process

Approved refunds will be processed to the original method of payment within 14 business days.

Credit notes for future purchases may be offered as an alternative.

5.⁠ ⁠How to Initiate a Claim or Return

To start a claim, please contact our support team on our contact page with your order details and evidence. Unauthorized returns will be refused and returned to sender at the sender’s expense.