Terugbetalingsbeleid

Last updated: [28.04.2026

At Norrsoil, we want you to shop with confidence. This Returns & Refunds Policy explains your right to cancel an online order, how returns work, when refunds are issued, and which conditions apply. Under EU consumer rules, customers generally have a 14-day right of withdrawal for online purchases, and traders must clearly explain return conditions, refund timing, and who pays return shipping. (European Union)

1. Who we are

Norrsoil
De Emoe 12
7609 HG Almelo
The Netherlands

Email: info@norrsoil.com
Phone: +31 6 39 42 92 16
Business hours: Monday to Friday, 09:00–17:00
VAT number: NL001174023B76
KvK number: 75067501

2. Your legal right to cancel

If you buy from us online as a consumer, you generally have the legal right to cancel your order within 14 days without giving any reason. For goods, this 14-day period starts on the day you or a person you designate receives the product. (European Union)

In addition to this legal right, Norrsoil voluntarily extends the return period to 30 days, provided that the product is unused, unopened, and in its original packaging.

3. Our 30-day return policy

We accept returns within 30 days of delivery if:

  • the item is unopened

  • the item is unused

  • the item is returned in its original packaging

  • the item is in a condition suitable for resale

If the product packaging has been opened, damaged, or used, we may refuse the return unless the item is faulty, damaged in transit, or otherwise covered by mandatory consumer law.

4. How to request a return

To request a return, please contact us first at:

info@norrsoil.com

Please include:

  • your order number

  • the product(s) you want to return

  • the reason for the return, if you wish to share it

  • your contact details

After reviewing your request, we will send you:

  • return instructions

  • the return address

  • a return label, if applicable

Please do not send products back without contacting us first, as this may delay processing.

5. Return shipping costs

For returns from within Europe, a flat return fee of €4.99 applies. This amount will be deducted from your refund. Under Dutch and EU rules, a seller may require the customer to bear return costs if that is made clear in advance. (business.gov.nl)

If you are returning a product because it is incorrect, defective, or damaged on arrival, please contact us before sending it back. In those cases, we will review the situation and, where required by law or appropriate in the circumstances, we may provide a different return solution.

6. Refunds

Once we receive and inspect the returned item, we will notify you of the outcome of your return.

If your return is approved, we will issue the refund to your original payment method. Refunds are generally processed within a reasonable time after approval, but the exact timing can depend on your payment provider.

Where the legal right of withdrawal applies, EU and Dutch rules generally require the seller to reimburse the purchase price and the standard delivery costs within 14 days after cancellation, although the seller may wait until the goods are received back or until proof of return is supplied. (business.gov.nl)

Unless the return is due to an error on our side or a legal obligation to do otherwise, the €4.99 return fee will be deducted from the refundable amount.

7. Delivery costs

If you cancel your order within the legal withdrawal period, the standard outbound delivery costs may also need to be reimbursed where required by law. However, if you selected a delivery option more expensive than our standard shipping method, we are not required to refund the extra amount beyond standard delivery costs. (business.gov.nl)

If only part of an order is returned, delivery cost reimbursement may not apply in the same way. This depends on the circumstances of the order and applicable law. (business.gov.nl)

8. Items that may not be returned

We may refuse returns, or the legal right of withdrawal may not apply, in situations permitted by law, including where:

  • the product has been opened, used, or altered beyond what is necessary to inspect it

  • the product is no longer in resaleable condition

  • the item falls under a legal exception to the right of withdrawal

EU and Dutch consumer rules recognise that some categories of goods are excluded from the withdrawal right, such as certain sealed products once opened, personalised goods, or goods not suitable for return for specific legal reasons. (business.gov.nl)

9. Damaged, defective, or incorrect items

If you receive a damaged, defective, or incorrect item, please contact us as soon as possible at info@norrsoil.com.

Please include:

  • your order number

  • a short description of the issue

  • clear photos, if possible

We will review the case and offer an appropriate solution in line with your legal rights. Nothing in this policy limits any mandatory consumer rights that apply under applicable law. EU consumer rules require sellers to provide clear information about customer rights and remedies when things go wrong. (European Union)

10. How to exercise your legal withdrawal right

If you want to exercise your legal right of withdrawal, please send us a clear statement by email before the withdrawal period expires. You can email us at:

info@norrsoil.com

You may state that you wish to cancel your order and return the goods. After that, we will provide return instructions.

EU rules require traders to offer consumers a way to withdraw from online purchases during the statutory cooling-off period (business.gov.nl)

11. Contact

If you have any questions about returns or refunds, please contact:

Norrsoil
De Emoe 12
7609 HG Almelo
The Netherlands
Email: info@norrsoil.com
Phone: +31 6 39 42 92 16