Refund policy

Shipping and Returns Policy for Floatland (products only, excludes i-sopod tanks)

Our customer service can be reached by e-mail at info@floatlandeurope.com and also by phone on weekdays from 9h to 17h at +31 (0)6 181 75 687.

Do you have questions about your online order, exchange or return or have complaints or warranty questions? View the articles below from our general Terms and Conditions:

  • Right of withdrawal (right of return) - articles 6, 7, 8, 9 and 10
  • Conformity and warranty - article 12
  • Ordering and payment - article 15
  • Complaints procedure (complaints) and disputes - Article 16 and 17

Right of withdrawal (right of return)

Article 6 - Right of withdrawal

The right of withdrawal only applies to private customers: customers who do not act for purposes related to trade, business, craft or professional activity and do not USE a VAT number for their purchases at Floatland.

For products:

  1. The customer can revoke one or more items of the purchase agreement without stating reasons during 14 days after confirmation of the agreement. The reflection period starts on the day after receipt of the email from Floatland confirming the agreement. This also applies to agreements for regular delivery of products during a certain period.
  2. During the reflection period, the customer will handle the product and the packaging with care. If the customer subsequently makes use of his right of withdrawal, he will return the product with all accessories supplied and in the original packaging to Floatland, in accordance with the reasonable and clear instructions provided by Floatland. In sealed product packaging, the original seal must not have been broken or removed.
  3. The customer must make known his right of withdrawal via an unambiguous statement by e-mail. After the customer has indicated that he wishes to make use of his right of withdrawal, the customer must return the product within 14 days. The customer must prove that the delivered goods have been returned on time, for example by means of proof of shipment.
  4. Floatland may ask the customer for the reason for withdrawal, but not oblige him to state his reason(s).

For services and digital content that are not provided on a tangible medium:

  1. The customer can dissolve a service agreement and an agreement for the delivery of digital content that has not been delivered on a tangible medium without stating reasons during 14 days after confirmation of the concluded agreement. The reflection period starts on the day after receipt of the email from Floatland confirming the conclusion of the agreement. This also applies to agreements for regular delivery of services or digital services during a certain period.
  2. Floatland may ask the customer for the reason for dissolution, but not oblige him to state his reason(s).

Extended cooling-off period for products, services and digital content that are not delivered on a tangible medium if you do not inform about the right of withdrawal:

  1. If Floatland has not provided the customer with the legally required information about the right of withdrawal, the reflection period will expire three months after the end of the original reflection period determined in accordance with the previous paragraphs of this article.
  2. If Floatland has provided the customer with the information referred to in the previous paragraph within three months after the commencement date of the original cooling-off period, the cooling-off period will expire 14 days after the day on which the customer received that information.

Article 7 - Obligations of the customer during the cooling-off period

During the cooling-off period, the customer will handle the product and packaging with care. He will only unpack or use the product to the extent that is necessary to determine the nature, characteristics and operation of the product. The principle here is that the customer may only handle and inspect the product as he would be allowed to do in a store.

Article 8 - Exercise of the right of withdrawal by the customer and costs thereof

  1. If the customer makes use of his right of withdrawal, he shall report this to Floatland within the cooling-off period in another unambiguous manner by e-mail.
  2. As soon as possible, but within 14 days from the day following the notification referred to in paragraph 1, the customer shall return the product.
  3. The customer returns the product with all delivered accessories, if reasonably possible in original condition and packaging, and in accordance with the reasonable and clear instructions provided by Floatland.
  4. The risk and burden of proof for the correct and timely exercise of the right of withdrawal lies with the customer.
  5. The customer shall bear the direct costs of returning the product.
  6. The customer shall not bear any costs for the full or partial supply of digital content not supplied on a tangible medium, if:
    1. he has not expressly agreed to the commencement of the performance of the contract before the end of the cooling-off period prior to its delivery;
    2. he has not acknowledged losing his right of withdrawal when giving his consent; or
    3. Floatland has failed to confirm this statement from the customer.
  7. If the customer makes use of his right of withdrawal, all additional agreements will be dissolved by operation of law.

Article 9 - Obligations of Floatland in case of withdrawal

  1. If Floatland receives the notification of withdrawal by the customer by e-mail, it will send a confirmation of receipt after receipt of this notification.
  2. If the customer makes use of his right of withdrawal, at most the costs of return will be for his account.
  3. If the customer has paid an amount, Floatland will refund this amount as soon as possible, but no later than 14 days after cancellation. This is subject to the condition that the product has already been received back by Floatland.
  4. Floatland uses the same payment method that the customer has used for reimbursement, unless the customer agrees to another method.
  5. If the customer has opted for a more expensive method of delivery than the cheapest standard delivery, Floatland does not have to reimburse the additional costs for the more expensive method.
  6. In the event of damage to the product received back due to careless handling by the customer, the customer is liable for any reduction in value of the product.

Article 10 - Exclusion of right of withdrawal

Floatland can exclude the following products and services from the right of withdrawal, but only if Floatland has clearly stated this in the offer, at least in good time before concluding the contract:

  1. Products or services whose price is subject to fluctuations in the financial markets that are beyond Floatland's control and which may occur within the withdrawal period;
  2. Service agreements, after full execution of the service, but only if:
    1. performance has commenced with the explicit prior consent of the customer; and
    2. the customer has declared that he loses his right of withdrawal as soon as Floatland has fully performed the contract;
  3. Products made to the customer's specifications, which are not prefabricated and which are made on the basis of an individual choice or decision made by the customer, or which are clearly intended for a particular person;
  4. Products which are liable to deteriorate rapidly or have a limited shelf life;
  5. Sealed products which are not suitable for return for reasons of health protection or hygiene and whose seal has been broken or removed after delivery;
  6. Products which, by their nature, have been irrevocably mixed with other products after delivery;
  7. Sealed audio, video recordings and computer software, of which the seal has been broken or removed after delivery;
  8. The supply of digital content other than on a tangible medium, but only if:
    1. the execution has started with the explicit prior consent of the customer; and
    2. the customer has declared that he thereby loses his right of withdrawal.

Conformity and warranty

Article 12 - Compliance and additional guarantee

  1. Floatland guarantees that the products and/or services comply with the agreement, the specifications stated in the offer, the reasonable requirements of reliability and/or usability and the legal provisions existing on the date of the conclusion of the agreement and /or government regulations. The general guidelines for use and safety regulations must always be followed closely. If agreed, Floatland guarantees that the product is suitable for other than normal use.
  2. The use of products and accessories must always be tested against the guidelines of the manufacturer of the equipment to be treated and the locally applicable legal guidelines.
  3. Any defects or incorrectly delivered products must be reported to Floatland in writing within 2 weeks after delivery. The products must be returned in the original packaging and in new condition.
  4. The warranty period of the product supplied by Floatland corresponds to the manufacturer's warranty period. However, Floatland is never responsible for the ultimate suitability of the products for each individual application by the customer, nor for any advice regarding the use or application of the products.
  5. The warranty does not apply if:
    1. The customer has processed the delivered products himself or has had them processed by third parties, or the customer has used the delivered products incorrectly, or the customer has used the delivered goods other than for which they are exclusively intended;
    2. The delivered products have been exposed to abnormal conditions or are otherwise carelessly handled or contrary to the instructions of Floatland and/or have been treated, used or stored on the packaging;
    3. The defectiveness is wholly or partly the result of regulations that the government has made or will make with regard to the nature or quality of the materials used.

Ordering and payment

Article 15 – Ordering and payment

  1. Full payment precedes each order. After receipt of full payment, Floatland will send a confirmation email. From then on, the extradition will be processed as soon as possible
  2. The customer has the obligation to immediately report inaccuracies in payment details provided or stated to Floatland.
  3. If the customer does not meet his payment obligation(s) in time, after Floatland has informed him of the late payment and Floatland has granted the customer a period of 14 days to still meet his payment obligations, then the statutory interest will be owed on the amount still owed and Floatland is entitled to charge the extrajudicial collection costs incurred by it. These collection costs amount to a maximum of: 15% on outstanding amounts up to € 2,500; 10% on the next € 2,500 and 5% on the next € 5,000 with a minimum of € 40, =. Floatland may deviate from the stated amounts and percentages in favor of the customer.
  4. In the event of non-payment by the customer, Floatland also has the right, subject to legal restrictions, not to send the products.

Complaints procedure (complaints) and disputes

Article 16 - Complaints procedure

  1. The quality of the product, or its packaging, must be checked for conformity within a period of 48 hours after delivery to the customer (correctness, suitability, packaging breakage). Complaints about this must be submitted within this period by e-mail with as detailed a picture as possible of the content of the complaint with (if possible) a photo of the (damaged) item.
  2. If a complaint is found to be well-founded by Floatland, Floatland will replace the delivered products free of charge.
  3. Complaints submitted to Floatland will be answered within a period of 14 days from the date of receipt. If a complaint requires a foreseeable longer processing time, Floatland will reply within the period of 14 days with a notification of receipt and an indication when the customer can expect a more detailed answer.
  4. The customer must give Floatland at least 4 weeks to resolve the complaint in mutual consultation. After this term, a dispute arises that is subject to the dispute settlement procedure.

Article 17 - Disputes

  1. Agreements between Floatland and the customer to which these general terms and conditions apply are exclusively governed by Dutch law, even if the customer is a resident or established abroad.
  2. Disputes arising from an agreement concluded between Floatland and the customer will be handled to the exclusion of any other court by the competent court of the court in the district of Den Bosch, East Brabant.
  3. The Vienna Sales Convention does not apply.