Refund policy

Return and Refund Policy Lohuis Solutions

Version 30-09-2026

Autobedrijf Lohuis B.V. (Lohuis Solutions), Heetkampweg 7A, 7678 VX Geesteren, the Netherlands, Chamber of Commerce (KvK) 97549533, VAT NL868104346B01, info@lohuissolutions.nl, +31 546 632127.

This policy forms part of our General Terms and Conditions. Because we supply both garages and consumers, different rules apply to each group. If you are a consumer, at least the statutory rules apply to you; any stricter provisions below apply to business customers only.

1. Registering a return

1.1 Always register a return first through your customer account on our website. Go to the Returns page, sign in with the email address you used to place your order and choose to return an item from the order. You will receive a confirmation by email with further instructions. Only send the parcel after you have received this confirmation.

1.2 Consumers can also always notify us of their withdrawal by email to info@lohuissolutions.nl, stating the order number. You may use the model withdrawal form at the end of this policy, but this is not required.

2. Consumers: 14-day cooling-off period

2.1 As a consumer, you have the right to withdraw from your order of physical goods within 14 days of receipt without giving any reason. For an order delivered in several shipments, the period starts on receipt of the last shipment.

2.2 After your withdrawal, you have another 14 days to send the goods back to us or to drop them off by appointment.

2.3 During the cooling-off period, you must handle the goods and packaging with care. You may unpack and inspect the goods as you would in a shop. If you fit, connect, program, code or use the goods, or if they come into contact with oil or fluids, we may charge for the loss in value. For mechatronic parts, cameras, solenoids, sensors, control units and accumulators, a fitted or used part can usually no longer be sold as new; the loss in value may then amount to the full price.

2.4 Items such as cameras, control units and mechatronics carry a return seal. If this seal is broken, we can no longer establish the condition of the item or whether it has been programmed or coded. We therefore regard a broken return seal as handling beyond what is necessary to inspect the item. We will accept the item, inspect it and charge for the loss in value established; this may amount to the full price. You will receive a substantiated statement of this.

2.5 The right of withdrawal does not apply to:

services (ECU cloning, Digital Service Plan) once they have been fully performed, if you expressly agreed in advance to immediate performance and waived your right of withdrawal;
digital content not supplied on a tangible medium (repair manuals, OEM information, TSB access) once the download or access has started with your express consent;
goods made or ordered to your specifications that are not part of our standard range.

3. Business customers: returns only after approval

3.1 Business customers have no statutory right of withdrawal. A return is only possible after registration through the customer account within 14 days of delivery and approval by Lohuis.

3.2 We only accept unused goods in unopened, undamaged original packaging with the return seal intact. Goods with a broken return seal and electronic and hydraulic components (mechatronic parts, cameras, solenoids, sensors, control units, accumulators) whose packaging has been opened will not be accepted. Items ordered specially will not be accepted.

3.3 For an accepted return that is not the result of an error by Lohuis, we charge a handling fee of 10% of the product price (minimum €15.00 excl. VAT). Return shipping costs are borne by the customer.

4. Return conditions (for everyone)

4.1 Return the goods complete, including all parts, seals, instructions and accessories, in the original packaging and well protected in an outer box. Do not put tape, stickers or shipping labels directly on the product packaging.

4.2 Include a printout or copy of your order confirmation in the parcel, or a note with your name, order number and email address, so that we can match the parcel to your order.

4.3 Return address: Lohuis Solutions, Returns, Heetkampweg 7A, 7678 VX Geesteren, the Netherlands. Returns in person are possible by appointment, Monday to Friday from 09:00 to 17:00.

4.4 The return shipment is at the sender's risk. We recommend using a tracked and adequately insured service; keep your proof of shipment.

4.5 The cost of the return shipment is borne by you, unless the goods were delivered defective or incorrect (see section 6).

4.6 If you send a return from a country outside the EU, state on the customs documents that the parcel is a return shipment. Import duties, VAT or customs charges on the return are at your expense and will be deducted from the refund.

5. Refunds

5.1 Consumers receive a refund of the purchase price within 14 days of withdrawal and, if the entire order is returned, including the standard shipping costs of the original delivery. If you chose a more expensive shipping method than the standard method, we will refund the standard costs. We may withhold the refund until we have received the goods back or until you have provided proof that you have sent them back.

5.2 If you return only part of an order, the shipping costs of the original delivery will not be refunded.

5.3 Refunds are made using the same means of payment as the original payment, unless you agree to a different method.

5.4 Any loss in value (see 2.3 and 2.4) or handling fee (see 3.3) will be deducted from the refund; you will receive a statement of this.

5.5 For returns from business customers, we will refund within 14 days of receipt and inspection of the goods.

6. Incorrect or damaged delivery

6.1 Check your order immediately upon receipt. If an item has been delivered damaged, incorrect or incomplete, please report this as soon as possible, with photos of the item and the packaging, through the return request in your customer account or by email to info@lohuissolutions.nl. Business customers must report this within 5 working days.

6.2 If the cause lies with us, we will provide a suitable solution free of charge: redelivery, replacement or refund. We will then arrange the return shipment or reimburse the reasonable return costs.

7. Warranty returns

For defects covered by the warranty or the statutory guarantee of conformity, Article 10 of our General Terms and Conditions applies. Report the defect with your order number, fault codes and photos or a diagnostic report. Only send parts after our confirmation. If the claim is justified, we will reimburse the shipping costs.

8. Services and digital products

ECU cloning: the order can be cancelled free of charge as long as we have not started the work. If cloning cannot be carried out for a reason attributable to the ECUs supplied, we charge an inspection fee (€49.00 excl. VAT / €59.29 incl. VAT) and refund the remainder. The ECUs will be returned.
Digital Service Plan: cancellation is free of charge as long as the registration with the manufacturer has not yet been submitted. If the manufacturer refuses the registration for reasons not attributable to you, we will refund the full amount.
Repair manuals, OEM information and TSB access: once the download has started or access has been activated, a return or refund is not possible.

Annex: model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract. For consumers only.)

To: Autobedrijf Lohuis B.V. (Lohuis Solutions), Heetkampweg 7A, 7678 VX Geesteren, the Netherlands, info@lohuissolutions.nl

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):

Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

(*) Delete as appropriate.