Returns, warranty and complaints

At Maylino, it is of course possible to return your order (provided your ordered product does not fall under a legal exception). This can be done within 14 days of receiving your complete order.

Please use the online revocation form. Or print and fill in the model withdrawal form that you can download at the bottom of this page.

We would appreciate it if you also send an e-mail or WhatsApp if you want to exchange or return, so that we are already informed.

You can then return the item to:

Don’t forget to add a note with your order number, address and e-mail address .

Revocation form

Order email *

Order id *

Submit

If you have created an account , you can go to My account on the My orders tab to check the status or request a return.

Right of withdrawal (cooling-off period)

You have the right to cancel your order up to 14 days after receipt without giving reasons. You have another 14 days after cancellation to return your product.
You will then be credited for the full order amount including any shipping costs. Only the return costs from your home to the shop are for your own account.

These costs are approximately €3.90 to €10 per parcel, please consult your carrier ‘ s website for the exact rates. If you exercise your right of withdrawal, the product with all delivered accessories and – if reasonably possible – returned to Maylino in its original condition and packaging.

We will then refund the order amount due within 14 days of notification of your return provided the product has already been received back in good order.

Impairment

The consumer is liable in the following cases for any depreciation of the product. So treat the product with care and make sure it is properly packed when returning it.

• Obvious signs of use are visible: If the product shows signs of use beyond what is necessary to assess the product.
• The product is damaged or the packaging is more damaged than necessary to try the product: For example, due to careless use or poor packaging during return.
• The product is incomplete: When the product is returned incomplete, such as missing parts, instruction manual or accessories.
• If it concerns filter media that has become wet or dirty, we unfortunately have to charge 100% depreciation because it is no longer marketable due to fish diseases and parasites.

Customisation exception

Some of the products you purchase through this online store are custom made according to your specifications. Therefore, the right of withdrawal does not apply. The purchase is considered a successful order. This is stated on the product page under the product in question.

Paying return costs

If your parcel cannot be delivered, it will be taken to a collection point. If you do not collect it there, we will unfortunately have to charge you for the return costs. Once the parcel is back with us, your order will be (partially) cancelled. This also applies if you refuse the parcel at the door. If you have any further questions, feel free to let us know!

Product exchange?

Would you like to exchange your product? That’s no problem at all. You can contact us via email or WhatsApp for this. However, you will bear the cost of returning the product yourself.

Warranty

We care about our products and logically do our best to deliver them to you in top condition. Nevertheless, it sometimes happens that an order breaks down during transport or that something else happens that gives you a warranty claim.

Under European law, we are liable for any lack of conformity that comes to light within a period of two years from the delivery of the goods. You may have additional rights under Dutch law.

Legally, you are obliged to report the defect to us within two months of discovering it. If the defect falls within the warranty, we will take care of repair or replacement free of charge.

Used products

Sometimes we sell used products. The warranty is then shortened to 12 months. This is indicated on the product page and in your shopping cart.

Complaints

It can always happen that something doesn’t quite go as planned. We encourage you to raise complaints with us first by emailing .

From 15 February 2016, it will also be possible for EU consumers to register complaints through the European Commission’s ODR platform. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not already being processed elsewhere, you are free to file your complaint through the European Union platform.

Model withdrawal form