Returns & Warranty

Returns and right of withdrawal

Consumer purchases

If you are a consumer and purchase a standard product through our online store, you generally have the right to withdraw from your purchase without giving a reason within 14 days after receiving the product.

To exercise your right of withdrawal, you must notify Vidbag within this 14-day period.

After notifying us of your withdrawal, you have a further 14 days to return the product.

Please contact us before returning a product so that we can provide you with the appropriate return instructions.

Custom-made and personalised products

The statutory right of withdrawal does not apply to products that are:

●     manufactured according to the customer's specifications;

●     clearly personalised;

●     specifically designed, modified or manufactured to meet individual customer requirements.

This may include custom-made Vidbag solutions, frames, unloading systems or other products that have been produced or modified specifically for an individual customer.

Where a product is excluded from the right of withdrawal because it is custom-made or personalised, this will be communicated before the order is completed.

Business purchases

The statutory 14-day right of withdrawal described above applies to consumers.

Purchases made by companies, organisations or individuals acting for business or professional purposes do not automatically qualify for this consumer right of withdrawal.

Returns of business purchases are therefore only possible after prior consultation with and approval from Vidbag, unless otherwise agreed in writing.

Condition of returned products

During the withdrawal period, consumers may unpack and inspect a product to the extent reasonably necessary to determine its nature, characteristics and functioning.

When returning a product, it should be returned with all supplied accessories and, where reasonably possible, in its original condition and packaging.

The customer may be held responsible for any reduction in value resulting from handling the product beyond what is reasonably necessary to inspect and assess it.

Return method and return costs

Please contact Vidbag before returning a product.

The direct costs of returning a product are the responsibility of the customer, unless otherwise agreed or unless the return concerns an incorrectly supplied or defective product for which Vidbag is responsible.

Standard products that can be returned using a regular parcel service may be returned using an appropriate shipping carrier.

Some Vidbag products are large or heavy and may require pallet transport or freight transport. Where a product cannot reasonably be returned using a regular parcel service, different return transport arrangements and costs may apply.

Vidbag does not charge an additional restocking fee for eligible consumer returns.

Refunds

If a consumer validly exercises the right of withdrawal, Vidbag will refund the applicable amount as soon as possible and no later than 14 days after receiving the withdrawal notification.

Vidbag may withhold the refund until:

●     the returned product has been received; or

●     the customer has provided sufficient proof that the complete product has been returned,

whichever occurs first.

The refund will be made using the applicable payment method, unless otherwise agreed.

Exchanges

Vidbag does not offer direct product exchanges as part of the standard return procedure.