Returns Policy

This return policy applies to all purchases made through the Tjilla webshop.

Legal right of withdrawal

In accordance with Article 6:230o of the Dutch Civil Code, the consumer has the right to withdraw from a distance contract within 14 days of receipt without giving any reason.

Tjilla also offers a 30-day trial period, as described in Article 2 of this return policy. This trial period is an additional service beyond the legal right of withdrawal.

 

30-day trial period (additional service)

In addition to the legal right of withdrawal, Tjilla offers customers the opportunity to test the robot vacuum cleaner for up to 30 days after receipt.

Within this period, the consumer may return the product, provided that the conditions described in this return policy are met.

The trial period commences on the day the order is received by the consumer.

Use during the trial period

During the withdrawal and trial period, the consumer may only use the product to the extent necessary to establish its nature, characteristics, and functioning, similar to how this would occur in a physical store.

If the product has been used beyond what is necessary for this assessment, Tjilla may charge a depreciation fee, in accordance with Article 6:230s paragraph 3 of the Dutch Civil Code.

Conditions for return

A return shipment is only eligible for (full) refund if:

The robot vacuum cleaner is in good and well-maintained condition

There is no damage due to improper, careless, or incorrect use

The product is returned complete, including all accessories, parts, and manuals

The product is returned in its original packaging

 

Original packaging

Original packaging is mandatory for returns. This packaging is necessary for safe transport, product inspection, and resale.
If the original packaging is missing or unusable, Tjilla reserves the right to refuse the return or apply a depreciation fee.

Exclusion and refusal of returns

Tjilla reserves the right to refuse returns in whole or in part if:

The product has been damaged due to incorrect or careless use

Essential parts or accessories are missing

The original packaging is missing or severely damaged

The return was registered outside the stipulated period

If a return does not meet the conditions, the consumer will be notified with a clear explanation.

Registering a return

A return must be registered within the applicable period via:

Email: info@tjilla.nl

The registration must include at least:

Order number

Consumer's name

After registration, the consumer will receive instructions for returning the product.

Return costs

Returning is completely free for the consumer.
Tjilla bears the costs for returning the robot vacuum cleaner.

Refund

After receiving and inspecting the return, Tjilla will:

Refund the purchase amount (including standard shipping costs) within 14 days

Refund via the same payment method used for the original transaction, unless otherwise agreed

Any depreciation will be deducted from the amount to be refunded

Defective or incorrectly delivered product

If a product is delivered defective or does not match the order, the consumer must report this within 48 hours of receipt via info@tjilla.nl, preferably with supporting visual material.
In such a case, Tjilla will arrange for repair, replacement, or refund in accordance with legal obligations.