Shipping & Returns at Sermo Benelux

At Sermo Benelux, we want you to be happy with your purchase. That's why you can return your order within 30 days if you'd like. There are a few rules we need to follow.

Return Conditions

As a consumer, you have the right to withdraw from the contract within a period of 14 days without giving any reason. Our products are provided with a plastic seal by the manufacturer. Only this seal is considered official. For health and hygiene reasons, sealed products cannot be returned if the seal has been broken after delivery. If the product is unopened and in its original seal, it can be returned within the applicable return period.

Withdrawal Period

The withdrawal period expires 14 days after the day on which you, or a third party designated by you (other than the carrier), physically takes possession of the goods. In the case of services, the period starts from the day the contract is concluded.

How to Exercise Your Right of Withdrawal

To exercise the right of withdrawal, you must inform us of your decision to withdraw from the contract by means of an unequivocal statement (e.g., in writing by post or email). You may use the model withdrawal form (see below), but it is not obligatory.

Our contact details:
Sermo Benelux
Bernstraat 9, 2660 Antwerpen
[email protected]

To comply with the withdrawal deadline, it is sufficient that you send your communication regarding the exercise of your right of withdrawal before the withdrawal period has expired.

Consequences of Withdrawal

If you withdraw from the contract, we will refund all payments you have made, including delivery costs (except for any additional costs resulting from your choice of a more expensive delivery method than the cheapest standard delivery), without undue delay and in any event no later than 14 days from the day we are informed of your decision to withdraw from the contract.

We will make the refund using the same means of payment as you used for the original transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of this refund.

We may withhold the refund until we have received the goods back, or you have provided proof that you have returned the goods, whichever comes first.

Return of Goods

You must return or hand over the goods without undue delay and in any event no later than 14 days from the day on which you communicate your decision to withdraw from the contract. You are on time if you send back the goods before the 14-day period has expired.

The costs of returning the goods are at your own expense, unless otherwise agreed. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

• Sealed goods that are not suitable for return due to health protection or hygiene reasons and that have been unsealed after delivery.

Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract.)

To: [Sermo Benelux, Bernstraat 9, [email protected]]

I/We () hereby notify you that I/We () withdraw from our contract for the sale of the following goods/service (*).

• • Ordered on () / Received on ():
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s) (only if this form is submitted on paper):
  • Date:

How to Return a Product

If you'd like to return something, please contact our customer service first at [email protected]. We will assist you with the next steps and provide you with the necessary information, such as:

• The address to send your return to.
• Instructions on how to send your package back.

Shipping Costs and Tracking

• You are responsible for the return shipping costs, unless we agree otherwise.
• Once we receive and inspect your return, you will get a confirmation, and your refund will be processed the same day, but no later than 15 days by law.

You will receive an ORDERNUMBER with your order. This number will be sent to you via email once your order is shipped. Please mention this number in all communications so we can quickly handle everything and resolve the issue right away.

Check Your Order Carefully

Please check your order carefully when you receive it, before opening the packaging. This will make it easier to return anything if there is an issue.

Contact

If you have any questions about returning your item or tracking your package, feel free to contact our customer service at [email protected]. They are happy to help!

Thank you for your understanding!

When will my order be delivered?

All products on this website are in stock. We ship them immediately. We do not sell products that are out of stock.

Orders placed before 10:00 PM will be processed the same day. Delivery time for these orders: 1 business day. For BENELUX

Orders placed after 10:00 PM: Delivery time 1-2 business days. You can check the status of your order on the website via your personal login.

Orders placed outside the BENELUX have a delivery time of 4 to 5 business days.

On the shipping day, you will receive an email with the track & trace code so you can follow your package.

Public Holidays 2025

During national holidays, delivery times may vary. On these days, no packages will be shipped. The holidays this year when we will not be shipping packages are:

• Good Friday: 18-04-2025
• King’s Day: 26-04-2025
• Liberation Day: 05-05-2025
• Ascension Day: 29-05-2025
• Easter: 20-04-2025
• Easter: 21-04-2025
• Pentecost: 08-06-2025
• Pentecost: 09-06-2025
• Christmas Day: 25-12-2025
• Boxing Day: 26-12-2025
• New Year’s Eve: 31-12-2025
• New Year’s Day: 01-01-2026

Not home? If the delivery cannot be made because no one is present at the delivery address, the package will be returned to the depot. The recipient will be informed through a notification left at the delivery address. This will include options for a second delivery attempt and/or picking up the package. If there is no response from the recipient within 5 business days after the first delivery attempt, the package will be returned to Sermo Benelux.

Delivery to another address? You can have your order delivered to a different address. You can indicate this during checkout. Please note: it is not possible to have the package delivered to a P.O. box.