Withdrawal and returns policy

If you buy as a consumer, you can withdraw from the agreement within 14 days without giving any reason. The period starts on the day after you, or someone you designated, received the product. If products from one order are delivered separately, the period starts after receipt of the last product.

If you buy as a business, this statutory right of withdrawal does not apply.

The right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons if they were unsealed after delivery (Article 6:230p(e) of the Dutch Civil Code).

If a product is delivered sealed, such as a vial with an intact cap and seal, and you break that seal after delivery, we cannot resell or use that vial: it can no longer be guaranteed that the contents are intact and uncontaminated. The right of withdrawal lapses for that vial.

• Online: open your order (via your account or the link in your order confirmation) and choose 'Withdraw or report a problem'.
• By e-mail: send a clear statement with your order number to info@retaeu.nl. You may use the model form at the bottom of this page, but you do not have to.

You receive a confirmation by e-mail straight away. If you withdraw within the cooling-off period, you are in time.

Return the product no later than 14 days after withdrawing; we will tell you the return address. Where possible, return unopened products in their original packaging. The direct cost of returning the product is borne by you.

Handle the product with care: you may only handle it as necessary to establish its nature and characteristics. If its value decreases because you went further than that, we may charge you for that loss in value.

Within 14 days of receiving your withdrawal, we refund all payments for the withdrawn products, including the standard delivery cost (not the extra cost of a more expensive delivery method you chose yourself). We may withhold the refund until we have received the product back or you have shown that you sent it back, whichever is earlier.

We refund using the same payment method; for a bank transfer, to the account you paid from, unless you agree otherwise with us.

If a product is defective, damaged, incomplete or not what you ordered, you are entitled by law to repair, replacement or a (partial) refund, regardless of the cooling-off period and even if you have already broken the seal.

Report it as soon as possible, preferably within 7 days of delivery, with your order number, a description and clear photographs of the product, the packaging and the shipping label. A report within two months of discovering the problem is in any case in time. We bear the cost of returning a defective or incorrect product.

Until the parcel has been delivered to you, the risk of loss lies with us. If a shipment is lost, we will, in consultation with you, send it again or refund you. Sometimes the carrier has to investigate first; we start that investigation.

If you want to cancel an order that has not been shipped yet, contact us as soon as possible. If the order has not been processed yet, we cancel it and refund any payment. An order that is not paid within the payment period lapses automatically. After shipment you can use the cooling-off period.

Our products are intended exclusively for laboratory and research purposes and not for human or animal consumption. This does not change your statutory rights as a consumer.

Complete and return this form only if you wish to withdraw from the agreement.

• To: RetaEU, info@retaeu.nl
• I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: …
• Ordered on / received on: …
• Order number: …
• Name of consumer(s): …
• Address of consumer(s): …
• Signature of consumer(s) (only if this form is notified on paper): …
• Date: …

Questions about withdrawing, returning or a report? E-mail info@retaeu.nl or send a WhatsApp message to +31 6 38576539 and mention your order number.