Refund policy

Returns policy – 30-day trial

At Ordeno we want you to be sure your product is right for you. That is why you get 30 days to try your order at your own pace. That is well over the legal cooling-off period of 14 days.

How do returns work?

  1. Within 30 days of receiving your order, email info@ordeno.nl with your order number and the product you want to return. You can also use the model form at the bottom of this page.
  2. Within 1 working day we will send you the return address and instructions.
  3. Send the product back to us, well packed, within 14 days of letting us know.

Conditions

  • You may try the product, just as you would in a shop.
  • Return the product complete, with all accessories and preferably in the original packaging.
  • If the product has been used or damaged more than needed to try it, we may deduct part of the amount for the loss in value.
  • For hygiene reasons, sealed care products, such as conductive gel, that have been unsealed cannot be returned.

Costs

The cost of sending the product back is yours. We recommend sending the parcel with tracking and keeping your proof of postage.

Refunds

You will get the full purchase price back, including any standard shipping costs, within 14 days of telling us about your return, using the same payment method. We may wait to refund you until we have received the product or until you have shown that you have sent it back.

Faulty or damaged product?

Did your product arrive faulty or damaged? We will of course put it right. Contact us with a short description and, if possible, a photo. You are entitled to a free repair, replacement or refund, and we pay the shipping costs in that case. All our devices come with a 2-year warranty.

Model cancellation form

Only fill in and return this form if you want to cancel the contract.

To: Ordeno (KvK 98784706), info@ordeno.nl
I hereby give notice that I cancel my contract for the sale of the following products: [product]
Ordered on / received on: [date]
Order number: [order number]
Name: [name]
Address: [address]
Bank account (IBAN): [account number]
Date: [date]
Signature (only for a paper form)

Questions?

Email us at info@ordeno.nl. You will get a reply within 24 hours on working days.