return conditions

RIGHT OF WITHDRAWAL – COMPLETE ORDER

The right of withdrawal applies only to consumers. Business customers do not have a right of withdrawal.

If you are a consumer and want to return your complete order, notify us within 14 days of receipt by emailing [email protected]. Include your order number. You may tell us the reason for the return, but this is not required.

If you keep or use part of the order and return only the remaining material, we will process it under our arrangement for surplus materials after the work, as described further down this page.

Exception for cement-based products

Cement-based filling materials and bagged mortars are excluded from the right of withdrawal. We also do not accept these products as a partial return or surplus, even if the packaging appears unopened.

These products are highly sensitive to moisture. After delivery, we can no longer check or guarantee the storage conditions and product quality.

How to return a complete order:

• Return the products complete, clean, free of dust and undamaged.
• Preferably use the original, undamaged product packaging and the original shipping box. Fill the box properly so the products cannot be damaged in transit.
• Send or bring the return to: Nieuwlandstraat 33, 9870 Olsene.

Please note:

• You are responsible for the return shipping costs. After receipt and inspection, we will process the refund in accordance with our general terms and conditions of sale.
• If an order is cancelled after it has already been processed logistically, prepared, handed over to the carrier or shipped, the logistics costs, transport costs, failed-freight costs and/or return transport costs already incurred may be deducted from the amount to be refunded, even if the delivery is stopped while in transit.
• Do you want to return filling materials? Always contact us in advance. The return options for surplus dry filling materials are explained further down this page.
• After receipt and inspection, we will process the refund as quickly as possible. Please note that the amount to be refunded may differ depending on the volume discount or other discounts applied at the time of purchase.

RETURNING SURPLUS GRID COMPONENTS

Do you still have unused grid components after completing the work? You can return them up to a maximum of 3 months after purchase under the arrangement below.

This arrangement also applies if you kept or used part of the order and still have a complete unopened box left over. The refund is then calculated based on the components in the box and the unit prices below, not on the original selling price of the complete box.

This arrangement does not apply to tools or other accessories from the webshop.

There are two return options:

1. Refund of the returned components

Returned goods can be refunded at the unit prices below up to a maximum of 3 months after the purchase date.

Grid systems:

• black levelling slat: €0.75/piece (incl. VAT)
• yellow levelling foot: €0.50/piece (incl. VAT)
• yellow extension foot: €0.50/piece (incl. VAT)
• green levelling slat: €1.00/piece (incl. VAT)
• green levelling foot: €0.65/piece (incl. VAT)
• steel levelling slat: €1.00/piece (incl. VAT)
• red levelling foot: €0.25/piece (incl. VAT)
• CircoFloor and feet: 50% of the purchase price excl. VAT (calculated at €28/m²)

The minimum refund amount is €20 (incl. VAT) for Belgium. For other countries, the minimum refund amount is €35 (incl. VAT).

The required minimum quantity depends on the type of component and its unit price.

• The products must be complete, clean, free of dust and undamaged, with no traces of sand grains or similar.
• You are responsible for the return shipping costs and must arrange your own shipping label.
• Previously paid payment and shipping costs are not refunded.
• Please note that the amount may differ depending on the volume discount or other discounts applied at the time of purchase.

Why do we not refund the full purchase price?

A return requires administrative, financial and logistical processing. Shipping boxes can be damaged during courier transport. Returned components therefore have to be inspected, counted and often repackaged before they can be offered again. This processing is reflected in the unit prices above.

2. Free return for recycling

Surplus slats, feet and extension feet can always be returned free of charge, provided there are at least 15 plastic components in total. We ensure that the plastic gets a second life through recycling.

What do you need to do?

• Notify us of your return in advance by emailing [email protected]. Include the number of items being returned and your order number.
• We will then email you a return label.
• Send the items in a sturdy, well-filled box so the products cannot be damaged in transit.
• We cover the return shipping costs.

You do not receive any financial compensation for this option. Staenis pays for the return shipment and ensures that the plastic is recycled.

RETURNING SURPLUS DRY FILLING MATERIALS

This arrangement applies if you kept or used part of your order and still have unopened bags left over after the work.

Do you still have bags of cork granules, graphite recycled EPS beads or aerated concrete granules after the work? You can return them under the arrangement below.

The bags are refunded at the same purchase price per bag. We charge the following administration and handling fee per return pallet:

• Graphite recycled EPS beads: €25 excl. VAT per pallet
• Cork: €30 excl. VAT per pallet
• Aerated concrete granules: €50 excl. VAT per pallet

This fee is deducted from the total amount to be refunded.

• The bags must be complete, clean, free of dust, undamaged and in the same condition as when purchased.
• You are responsible for the return shipping costs and must arrange your own shipping label or transport.
• Returns are only possible with our prior approval. We will tell you whether the return can go to Olsene or Loppem. This applies to both shipped returns and items brought back in person.
• Previously paid payment and shipping costs are not refunded.

RESALE

You can list any unused or still usable products and materials from our range for sale on an online second-hand platform of your choice. Examples include:

• floor systems and grid components such as Staenisroosters and CircoFloor;
• tools and accessories;
• dry filling materials;
• cement-based filling materials and bagged mortars.

You can list your items on 2dehands, for example, or on another online second-hand platform. This gives products a second life and allows you to sell them directly to another user.

Please note: resale is separate from our return conditions.