Would you like to return all or part of an order? Please register your return through your customer account first. That way we know which parcel to expect and can process your return quickly.
Register a return
- Click Register a return and sign in with the email address you used to place your order. You will receive a login code by email; no password is needed. Even if you ordered without an account, you will see your orders after signing in.
- Open the order and choose to return an item. Select the items and the reason for the return.
- Wait for our confirmation by email before you send the parcel.
Conditions
- Within 14 days: register your return within 14 days of receiving your order. After registering, you have another 14 days to send the parcel.
- Unused and complete: the item has not been fitted, connected, programmed or coded, and has not been in contact with oil or other fluids. Include all parts, seals, instructions and accessories.
- Return seal intact: items such as cameras, control units and mechatronics carry a return seal. If this seal is broken, we can no longer check the condition of the item or whether it has already been programmed or coded. Only break the seal once you are sure you are keeping the item.
- Properly packed: send the item in its original packaging, well protected in a sturdy outer box. Do not put tape, stickers or shipping labels directly on the product packaging.
- Return shipping at your own cost: you arrange and pay for the return shipment yourself. Use a tracked service and keep your proof of shipment; the parcel travels at your risk until we have received it.
- Returns from outside the EU: state on the customs documents that the parcel is a return shipment. Any import duties, VAT or customs charges on the return are at your expense and will be deducted from the refund.
Consumers may unpack and inspect an item as they would in a shop. If a part has been fitted, connected, programmed or used, or the return seal has been broken, we will charge for the loss in value. For cameras, control units, mechatronics and other electronic components this can amount to the full price.
Business customers (garages and workshops) can only return items in unopened, undamaged original packaging with the return seal intact. We do not accept items with a broken return seal, or electronic and hydraulic components (mechatronics, cameras, solenoids, sensors, control units, accumulators) whose packaging has been opened. For returns not caused by us, we charge a handling fee of 10% (minimum €15.00 excl. VAT).
Not returnable
- ECU cloning and Digital Service Plan, once the service has been carried out
- Repair manuals, OEM information and TSB access, once the download or access has started
- Items ordered specially for you
What to put in the parcel
Include a printout or copy of your order confirmation, or a note with your name, order number and email address. That way we can see straight away who the parcel is from. We cannot always match a parcel without these details to an order, which delays processing.
Return address
Lohuis Solutions
Returns
Heetkampweg 7A
7678 VX Geesteren
The Netherlands
Prefer to drop it off in person? That is possible by appointment, Monday to Friday from 09:00 to 17:00.
Received a wrong, damaged or defective item?
Did you receive a wrong, damaged or defective item from us? Select the matching reason when registering your return and send photos to info@lohuissolutions.nl. We will review your report and let you know how the return will be handled. If the cause lies with us, the return shipping costs are on us.
Refunds
Consumers receive their refund within 14 days of registering the return. We may withhold the refund until we have received the item or you have shown proof that you have sent it back. If you return the entire order, we also refund the standard shipping costs of the original delivery. Business customers receive their refund within 14 days of receipt and inspection of the return. Refunds are made using the payment method you paid with.
Questions?
Having trouble registering your return? Email your order number to info@lohuissolutions.nl or call +31 546 632127 (Monday to Friday, 09:00–17:00). Consumers can always notify us of a withdrawal by email as well. You can find all conditions in our refund policy.