Exchanges and returns
Buying from EV Plug as a consumer? Then you have a 14-day cooling-off period. Here you can read how to withdraw, what happens next and how you get your money back.
Right of withdrawal
During the cooling-off period you can withdraw from the purchase without giving a reason. The period starts on the day after you, or someone you named, received the item. Does one order arrive in several parcels? Then the period starts after you receive the last parcel. You can also withdraw before you've received the order.
How to withdraw
The easiest way is our withdrawal function. You can also find it at the bottom of every page through the link "Withdraw from contract". Enter your order number and postcode, choose what you're withdrawing from and confirm. You don't need to log in. You'll get a confirmation by email right away, with the date and time we received your withdrawal.
You can also tell us in another way that you're withdrawing, as long as it's clear. For example by email to [email protected], by post, or with the model withdrawal form at the bottom of this page. The form isn't mandatory. You're on time if you send your withdrawal before the cooling-off period ends.
What happens next
- Not received yet? Then we'll cancel your order and let you know once that's done. If the parcel is already on its way, we'll tell you what to do.
- Already received? Send the items back within 14 days of your withdrawal through our return portal. Our return address is EV Plug Europa B.V., Zadelmakerstraat 1, 3194 DL Hoogvliet Rotterdam, the Netherlands. You're on time if you send the parcel before those 14 days are over.
You pay the cost of sending items back. Does your charging cable or mobile charger not fit your car? Then our fit guarantee applies: contact us, we'll find a product that does fit and swap it for you. We'll send you the return label. This applies to private orders in the Netherlands, Belgium, France and Germany.
Refund
We refund everything you paid for the part of your order you withdraw from, including standard delivery costs. If you chose a more expensive delivery option than the cheapest standard delivery, we don't refund that extra.
You'll get your money back within 14 days of us receiving your withdrawal. We use the same payment method as for your order, unless you agree to something else. You won't pay any fees for this. We may wait to refund until we have the items back or until you show that you've sent them, whichever comes first.
Use during the cooling-off period
You may unpack and inspect the item, just as you would in a shop. You're only liable for any loss in value caused by handling the item more than needed to establish its nature, characteristics and functioning. In that case we may deduct that loss in value from the amount we refund.
Beyond the law: 30-day returns
After the legal cooling-off period, you can still return unused, complete items up to 30 days after receipt through the return portal. This is an extra service; your legal rights still apply.
Business customers
The right of withdrawal and the withdrawal function only apply to consumers. Business orders are covered by our terms and conditions.
Questions?
Contact us at [email protected] or +31 85 000 41 08. EV Plug Europa B.V., Zadelmakerstraat 1, 3194 DL Hoogvliet Rotterdam, the Netherlands, Chamber of Commerce (KvK) 81356447.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: EV Plug Europa B.V., Zadelmakerstraat 1, 3194 DL Hoogvliet Rotterdam, the Netherlands, [email protected]
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:
[description of goods]
Ordered on (DD-MM-YYYY) / received on (DD-MM-YYYY) (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date (DD-MM-YYYY):
(*) Delete as appropriate.