DE / NL

lif24

Customer service: Opened again at 09:00 on Wednesday

Exchange and Returns

Would you like to return a product or exchange something? Read more about our exchange and return policy Lif24. To process your request quickly and correctly we would like to ask you to follow the return procedure in your account.

The login information is sent after completing your order to the specified email address. Can't remember the password? You can request a new password here.

Terms and conditions for exchanging and returning

  • 30 day reflection period on all our products (after registration you still have 14 days to return it). The return period starts from the moment you receive the product.
  • The shipping costs for a return are for your own account.
  • There are no shipping costs associated with the exchange of an order in the Netherlands and Belgium.
  • It is possible to have larger furniture picked up by a courier in the Netherlands and Belgium.
  • Defects/production errors must be reported as soon as possible. In 90% of the cases you will receive a replacement product within 10 days.
  • Transportation damage must be reported within 7 working days after delivery to claim the warranty
  • Outside the withdrawal period we will no longer accept requests for exchange or returns.

Exchanging a product

On our product pages you will find extensive specifications and information about the product. Our specialized colleagues are also available to help you make a choice. If the product you ordered is not what you expected, you can exchange it free of charge. The condition is that the ordered item is first returned to us. Once it arrives at our warehouse, you will receive a message from our customer service and we will keep you informed about the new shipment (when in stock) or delivery time of the replacement product. The status of your order can also be found in your account. 

Register for exchange request

If you are logged in, you can start the return application of the product you want to exchange. You specify here whether you want to exchange the ordered product for the same or a replacement product. 

If you have gone through all the steps, you will receive a return label via e-mail. With the return label you can send the shipment back to us. You only need to stick the return label on the box and hand it over to a nearby DHL location. Please take the shipping receipt with you as this also contains the Track & Trace code so you can track the return. When the item arrives at our warehouse and is processed, you will automatically receive an update by email.

Exchanging large, heavy or fragile items is only possible in the Netherlands and Belgium. In this case we kindly ask you to contact our customer service directly to schedule an appointment. Please note that the collection/exchange of such an item will take place at the same time. The new/replacement article will be delivered to your home and the old article will be picked up by the carrier. 

Return process

You may exchange and return items within a 30-day reflection period.

1. Exchange/return application

Log in to your account and fill in the return application of the product you want to exchange or return. You can also give us a call or email. Please state the order number and reason for exchange/return.

2. Pack the package as well as possible so it can be transported safely.

When exchanging or returning, you have to ensure that the package is delivered to us without damage or traces of use. Make sure you unpack the product neatly and preferably re-package the product in the original packaging.

3. Bring the item to the delivery point of a shipping company of your preference.

Make sure you include the correct return address on the package. Keep the shipping receipt with the Track & Trace of the return shipment until it is delivered to our warehouse.

Please make sure that you register the return via the return form on our website first. This makes it possible for us to process the return within a reasonable period, without delays, and to initiate the refund process. Returns that have not been registered will not be processed. The refund period is no later than 14 days after we have received the return. As soon as your return has been processed you will be automatically notified by email. 

It is possible to have large items picked up at home by one of our carriers. This option is only available for the Netherlands and Belgium. We charge € 50,- transportation costs for this. This will be deducted from the refundable purchase price.

Are there any costs associated with the return?

  • The shipping costs for the return are for your own account. We ask for your understanding.
  • Returns of which the shipping costs have not been paid will be refused. It is not possible to return products using cash on delivery or unfranked postage. 
  • We will bear the cost of a return if you have received an incorrect or defective item. Please contact our customer service immediately.
  • There are no shipping costs associated with the exchange of a product in the Netherlands and Belgium. 

Liability and return value reduction

When exchanging and returning Lif24 you have to make sure that the package is delivered to us without damage or wear. Make sure you unpack the product and repack it (preferably in the original packaging). If you are no longer in possession of the packaging material, then the costs for replacement packaging material are for your own account.

You have to ensure that when we receive the products again, they can be sold 'as new'. To prevent damage during return transport, it is necessary that you pack and deliver the shipment properly and carefully. If the items are damaged or contain traces of use, we reserve the right in such cases to charge (proportionate) reduction in value. With traces of use is meant: traces that result from the use of the goods, which goes beyond what is necessary to establish the nature, characteristics and functioning of the product.

Return shipments are at the risk of the buyer. Lif24 is not liable for damage or loss of returned items. If it is an expensive order, you may opt to insure the shipment. We recommend that you ask the shipping company about the possibilities of insuring your return shipment.

Damage, defect or production error

Only when there is a faulty item (defect, damage or manufacturing error), we will bear the cost of the return. We kindly ask you to take pictures of the product and the package and send them directly to our customer service department. This way we can already look for an appropriate solution and consult with the supplier. You will receive a return label so you can return the product free of charge.

If the product is damaged, does not work properly or is broken after the 30-day cooling-off period has expired? Then we will not immediately exchange the order. In such a case we will first submit it to the supplier or manufacturer of the product. You can read more about this process on the service and warranty page

Exceptions to returns

Business orders cannot be returned.

In addition, it is not possible to return the following products: redeemed or completed vouchers or coupons, items that cannot be exchanged due to hygiene such as straighteners and curling irons, toothbrushes, kitchen appliances and other products such as comforter covers whose seal has been opened. It is not necessary to open consumables such as furniture oil, paint and cleaning products. If you do, it is no longer sellable and the depreciation is 100%.

Costs and refunds

  • The cost of returning items is the responsibility of the buyer. In case of a defect, damage during shipment or a production error lif24 will take care of the return costs.

  • When you return an item you are entitled to a refund of the full purchase price. Refunds will be made as soon as possible, at the latest within 14 days after receiving the item in our warehouse. We will keep you informed about this process.

  • You will be refunded via the payment method and to the account with which you paid the purchase amount.

  • There are no costs involved in the exchange of an article for orders from the Netherlands and Belgium. Please note that if the replacement item has a higher purchase value, you will receive (prior to shipment) a payment link that allows you to pay the remaining amount. If the replacement item has a lower purchase value, we will refund the difference.

Check our terms and conditions.

If you have any additional questions, please contact our customer service. We would like to hear what we can do for you.


Compare