Refund policy

Last updated: 16 September 2026.

This returns and refunds policy applies to consumers who buy online from RM Sanitair. It explains how to exercise your right of withdrawal during the cooling-off period. Have you received the wrong product, or a damaged or faulty product? Please also read the ‘Wrong or faulty products’ section below. Your statutory rights and any more favourable terms promised when you made your purchase remain unaffected.

14-day cooling-off period

You may withdraw from your purchase without giving a reason within 14 days following the day on which you, or a person you have designated other than the carrier, receive the product. If products from a single order are delivered separately, the cooling-off period starts after you receive the last product. If a product is delivered in several parts, receipt of the last part is the relevant date. If the final day of the period falls on a Saturday, Sunday or applicable public holiday, the period is extended to the next working day.

You may also withdraw before delivery. Let us know within the cooling-off period, by a clear statement, that you wish to withdraw from your purchase. You meet the deadline if you send your statement before the cooling-off period expires. Simply sending a parcel back without a clear statement of withdrawal is not sufficient.

How to notify us of your withdrawal

Online: open your order overview using the email address you used for your order and the access code you receive. Open the order and submit your cancellation or return notification.
By email: send your statement through the contactform. Please include your name, order number and the items you wish to return, if possible.
By post or another clear means: you may use the model form at the bottom of this page, but this is not compulsory. You do not need to sign in to notify us by email or post.

You do not need to provide a reason, obtain prior approval or request a return number to exercise your statutory right of withdrawal. If you do not receive confirmation of your notification, please contact us and keep a copy of the statement you sent. The absence of our confirmation does not invalidate a valid withdrawal made within the required period.

Return your products within 14 days of notifying us

Send the products back no later than 14 days after notifying us of your withdrawal. You meet the deadline if you send them before that period expires. Use this return address:

RM Sanitair
Maagdenburgstraat 8
7421 ZB Deventer
The Netherlands

Pack the products carefully and include the parts and accessories supplied with them. Use the original packaging where possible. Unopened or undamaged original packaging is not a general condition for returning a product. Keep your proof of postage.

Return shipping costs

If you exercise your right of withdrawal because you have changed your mind, you must arrange the return and pay its direct shipping costs. The cost depends on factors such as the carrier, parcel size and country of dispatch. If we did not inform you before your purchase that you would have to pay these costs, you will not have to bear them. For products that cannot normally be returned by post, an estimate of the return shipping costs must also have been provided before purchase.

We do not charge fixed administration or restocking fees for exercising your statutory right of withdrawal. Different rules apply to wrong or faulty products, as explained below.

Refunds and original delivery costs

We will refund the amounts due without undue delay and no later than 14 days after receiving your withdrawal notification. We may withhold the refund until we have received the products or you have provided evidence that you have sent them back, whichever happens first. We cannot withhold the refund on this basis if we offer to collect the products ourselves.

Returning your entire order: we will refund the amount you paid for the goods and the delivery costs you paid, up to the cost of the least expensive standard delivery option we offered for that order. If you chose a more expensive delivery option, we only have to refund the standard delivery costs.
Returning part of your order: we will refund the amount you paid for the returned items. The original delivery costs remain payable for the items you keep.
Payment method: we will refund you using the same payment method you used to pay for the order. We will not charge you a fee for this.

The return shipping costs described in the previous section are separate from the original delivery costs. We therefore do not automatically deduct all shipping costs from a refund for an entire order. Any demonstrable reduction in the products’ value may, however, be deducted as described below.

Inspecting, using and reducing the value of a product

You may unpack and inspect a product as far as necessary to establish its nature, characteristics and functioning, as you would be able to do in a shop. If you handle it beyond what is necessary, for example by installing or using it, you may be liable for the resulting reduction in its value. This does not automatically cause you to lose your right of withdrawal.

We will only charge for a substantiated reduction in value caused by handling beyond what is necessary, and only if you were correctly informed of your right of withdrawal beforehand. We will explain any deduction; a fixed percentage does not apply automatically.

Wrong or faulty products

Does the product fail to meet what you were entitled to expect, for example because the wrong product was delivered or it is damaged or faulty? Contact us by filling out the contact form or on +31 (0)570 610071. Please provide your order number and a description of the problem, if possible. Photos can help, but are not a general requirement for exercising your statutory rights.

Where RM Sanitair is legally responsible for a defect, we will provide a remedy free of charge and cover the necessary return shipping costs. Depending on the circumstances, you are entitled to repair or replacement and, where the legal conditions are met, a price reduction or termination of the contract with a refund. Your statutory guarantee rights are separate from the cooling-off period and are not limited to 14 days. In the Netherlands, the statutory guarantee is not limited to a fixed period of two years: the product must remain fit for purpose for as long as you may reasonably expect.

Standard options and digital files

Choosing from standard sizes, lengths or finishes does not in itself make a product custom-made and does not exclude your cooling-off period. We do not exclude products from the right of withdrawal solely because they are on sale or were ordered in especially for you. A statutory exception may apply to products genuinely made to your specifications or clearly personalised; any applicable exception must have been clearly communicated before purchase.

We do not apply a blanket exclusion to digital downloads. For digital content not supplied on a tangible medium to which a statutory right of withdrawal applies, the 14-day cooling-off period starts on the day after the contract is concluded. For paid digital content, you can lose the right of withdrawal before the cooling-off period ends only if supply has begun after you gave your prior express consent, you acknowledged that you would lose your right of withdrawal and you received confirmation of this.

Model withdrawal form

You may copy this form and send it by email or post. Using it is optional.

To: RM Sanitair, Maagdenburgstraat 8, 7421 ZB Deventer, The Netherlands.
Email: use the contactform.

Delete as appropriate.

Contact

RM Sanitair · Maagdenburgstraat 8, 7421 ZB Deventer, The Netherlands.
Email: contactform · Telephone: +31 (0)570 610071.
Dutch Chamber of Commerce (KvK) number: 08106633 · VAT number: NL812890504B01.