Returns - Warranty&Complaints - Refunds
When purchasing products on the TML Webstore, you have the right to return purchased products without any reason, on condition that you notify us within 14 days after delivery of the product via email that you wish to take advantage of the right of withdrawal.
During this 14 days’ period, you are obliged to keep the unused products and packaging in an appropriate and careful manner, in its original condition and at your own risk.
If this period expires on a non-working day, the deadline is extended till the next working day.
After receiving your notification via e-mail that you want to exercise the right to return purchased products, we will send you return documents, including a unique return number (RMA-number) and the return address.
You then have 14 days to send us back the order.
After receiving your return, we will give you back the amount you paid for the item (including initial shipping costs) or offer an exchange, whichever you prefer, no questions asked.
You should include the following details in your e-mail, or use the model withdrawal form:
- Your order number
- Your email address
- Article(s) & quantity
- Reason return: (optional)
- Wrong product delivered
- Damaged product
- Wrong size
The unique returns number (RMA -number) should be clearly visible on the package!
We ask you to send back the package within 14 days of reception of RMA number and documents. Packages without RMA number, unpaid for or damaged cannot be accepted.
The products should be returned to:
You are in this case responsible for the return of the products and therefore also for the shipping costs for the return. After you have contacted us to take advantage of the right of withdrawal, you must return the products within 14 days. In case you do not comply with this clause, you remain owner of the products and we shall not be obliged to refund the buyer. TML Webstore cannot be held liable for any damage of the packaging or the products itself which occurred during the period the goods are sent back.
After receiving and checking the return for completeness and damage, TML Webstore shall refund the amount of the returned products to the buyer within 14 days (from current 30 days) of the receipt of the ‘withdrawal/returns’ form, provided the goods are returned within that period. This may delay if TML Webstore did not receive the goods, evidence that you have returned the goods or your bank details (if needed and when asked for) to refund the amount.
For more information about refunds, please refer to our refunds section.
If 14 days have gone by since the arrival of the buyer’s order, unfortunately TML Webstore cannot offer you a refund or exchange. This is however not the case if the buyer has a complaint or warranty request. Please refer to our warranty section or contact our customer service so we can find a fitting solution.
If an order is received with gift vouchers or coupons, TML Webstore reserves the right not to refund the amount of the order. You may then choose other products within the same price range from our TML Webstore. If by a return the minimum value of a gift voucher or coupon is no longer met, the amount of this voucher cannot be refunded.
The right of withdrawal does not apply to orders:
- If the delivered product is made upon the customers’ wishes, or if it was tailored to the personal needs of the customer;
- Containing perishable goods such as food, flowers, newspapers or magazines;
- Containing intimate or sanitary goods, hazardous materials or flammable liquids or gases;
- With audio and video recordings (CD, DVD, VHS-tape), computer software, video game, cassette tape or vinyl record that have been opened and of which you have broken the seal;
- When the supplied product is a journal or magazine.
- Limited edition pieces such as Mainstage elements or other collectibles.
Additional non-returnable items:
- Gift Cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase. There are certain situations where only partial refunds are granted: (if applicable)
- Book with obvious signs of use
- Any item that is not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery.
TML Webstore guarantees that the products meet the quality and quantity of the agreement, as stated on the website in the product description or product image.
If this is not the case and the products show signs of a defect, are faulty or not as advertised,
please notify us within 6 months after receipt of the order. Normal wear or (un)intentional changes to the product are not covered by the warranty.
After 6 months, you need to prove that the defect already existed on receipt of the goods, for example, by showing that it is due to the poor quality of the materials used.
Under EU law you always have the right to a minimum 2-year guarantee at no cost. This 2-year guarantee period starts as soon as you receive your goods.
If goods you bought on the TML Webstore turn out to be faulty or do not look or work as advertised, we will find a solution for your request. This could be to repair or replace the product free of charge, give you a price reduction or a full refund. Any form of compensation can never exceed the amount that was billed to you.
As a general rule, you will only be able to ask for a partial or full refund when it is not possible to repair or replace the goods.
You might not be entitled to a refund if the problem is minor, such as a scratch on a CD case.
You can contact our customer service and we will do our best to handle your complaint or request as soon as possible, and provide a solution. Please provide us with as much information as possible regarding your complaint so we can handle it as quickly as possible. This information is at least the order number and your full name, but can also be photos of the product and a detailed description of the defect or complaint.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Return shipments are solely accepted if the product (in its original packaging) is undamaged.
If you are approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within a certain amount of days.
Please note that we can only refund the cost of the returned product(s) and the initial shipping costs.
When returning goods which you bought using a discount or offer, we will adjust the refund accordingly if you fall below the discount/offer threshold, as that discount or offer will no longer apply.
Please also refer to the information about refunds in our Terms of Service.
Once we have approved your request to refund the product(s) you have returned, we will process the refund within 10 days but this may delay if TML Webstore did not receive the goods, evidence that the buyer has returned the goods or the buyer’s bank details (if needed and when asked for) to refund the amount.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact our customer service.
Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.
If the 14 days’ period of your right of withdrawal have expired, we only replace items if they are defective or damaged under the conditions in our warranty section. If you need to exchange it for the same item, contact our customer service.