Policies
Returns
What happens when a phone or an accessory has to go back, and what you can expect at each step.
Last updated October 2026.
1. Changing your mind
If you buy as a private customer, you may withdraw from the purchase without giving a reason within fourteen days, counted from the day you (or someone you asked to receive it) took delivery of the phone or accessory. This is the right of withdrawal in Book 6 of the Dutch Civil Code for sales concluded at a distance. Let us know by email within those fourteen days; a short message that you are withdrawing from the order, with the order reference, is enough. You then have another fourteen days to hand the item to a carrier.
2. How to start a return
Email hello@thuisverstech.com with the order reference. We reply with the return address and a return reference to write on the parcel; please do not send anything to the registered address without that reply, because it is an office and not a goods address. The direct cost of sending the item back is yours; we suggest a tracked service, because the item remains your responsibility until it reaches us.
3. Condition of returned items
Before a phone goes back, sign out of iCloud, turn off Find My and erase the phone, so that Activation Lock is removed; a phone that is still locked cannot be checked or refunded until the lock is gone. Return everything that came with the item, in the original packaging where you still have it. You may inspect a phone the way you would in a shop: switch it on, look it over, try the buttons. If it has been used beyond that and has lost value as a result, the refund may be reduced by that loss.
4. Refunds
We refund everything you paid for the order, including the standard delivery charge, within fourteen days of receiving the item back or of receiving your proof that you have sent it, whichever comes first. The refund goes to the payment method you used. If you chose a more expensive delivery option than the standard one, the difference is not refunded.
5. Faulty items
Every phone and accessory we sell has to be what the quote said it was and work as you may reasonably expect. The wear described in the quote and in the grade is part of the agreement, so it is not a fault; a defect that was not described is. Under Dutch law (Book 7 of the Civil Code) a private customer is entitled, in the first place, to repair or replacement free of charge, and, if that is not possible or not done within a reasonable time, to a reduction of the price or to cancelling the sale and a refund. Report a problem by email with the order reference, a description and photographs where they help; we tell you how to send the item in for inspection and we bear the reasonable cost of that return when the fault is confirmed. We offer no separate commercial warranty beyond these statutory rights.
6. Business customers
Orders placed in the name of a business do not carry the fourteen-day right of withdrawal in section 1. Sections 2 and 3 apply to returns we agree to, and faults are handled under the conformity rules of the Dutch Civil Code for sales between businesses, as set out in the terms of sale.