Return policy

FrankEnergie Shop – operated by EcomHero B.V.

This return policy applies to purchases made through FrankEnergie Shop at shop.frankenergie.nl. The online store is operated by EcomHero B.V. EcomHero is the selling party and responsible for returns and refunds.

You have the right to withdraw from your order up to 30 calendar days after receipt, without giving reasons. This period is longer than the statutory cooling-off period of 14 days.

After registering the return, you must send the product back as soon as possible and in accordance with the return instructions.

Example: if you received the product on 1 August, you can register your return via the returns portal until 31 August at the latest.

A return is possible when the following conditions are met:

• the product is complete, clean and, insofar as reasonably possible, in its original condition;
• the product includes all supplied accessories, manuals and labels;
• the original packaging is returned, insofar as reasonably possible;
• the product has not been used beyond what is necessary to establish its nature, characteristics and functioning;
• for sealed products whose seal cannot be broken for reasons of health protection or hygiene, the seal is intact.

If the product has been used beyond what is necessary to assess it, EcomHero may charge for the diminished value.

Some products may be excluded from return, insofar as permitted by law and clearly indicated before purchase.

This may apply, for example, to:

• products made to measure or according to personal specifications;
• digital products or downloadable software whose delivery has begun with the consumer's consent;
• sealed products that are not suitable for return for reasons of health protection or hygiene once the seal has been broken.

Follow the steps below for fast, free processing:

1. Register your return via the official FrankEnergie Shop returns portal.
2. Fill in the requested details, including your order number and the products you wish to return.
3. After registration, you will receive the return instructions and, where applicable, a return label.
4. Pack the product carefully to prevent damage during transport.
5. Keep the proof of shipment with the track-and-trace code until your return has been fully processed.

Returns portal: open the returns portal.

Returning via the official returns portal is free of charge. You do not pay any return shipping costs when you register and process the return through the returns portal offered by EcomHero.

If you choose to return the product outside the official returns portal or by another method, the associated costs and risks may be borne by you, unless EcomHero has confirmed otherwise in writing in advance.

After receiving and checking the return, we will refund the purchase amount as soon as possible and at the latest within 14 calendar days of receiving your withdrawal.

We may withhold the refund until we have received the product or until you have demonstrated that you have returned the product, whichever occurs first.

The refund is made using the same payment method you used to pay. The refund is free of charge for you.

If a product is damaged or has been used beyond what is necessary to assess it, EcomHero may apply a deduction for diminished value.

Is your product defective on receipt or does it not meet what you could reasonably expect? Please contact us as soon as possible.

E-mail: frankenergie@ecomhero.nl

Please include your order number, a clear description of the problem and, if possible, photos or videos. We will contact you to arrange a suitable solution, such as repair, replacement, redelivery or a refund, depending on the situation and your statutory rights.