Refund policy

Returns, Refunds & Right of Withdrawal

Last updated: 8 May 2025

This policy applies to all purchases made through any SalonSelect website (salonselect.nl, salonselect.eu, salonselect.bg, salonselect.fi, salonselect.fr, salon-select.ie), operated by CR NL GROUP B.V. Where a distinction applies between consumers and business customers, it is clearly indicated. If you are unsure of your status, consumer rights apply.

1. Right of Withdrawal — Consumers

If you are a consumer (purchasing for personal use, not in the course of a business), you have the right to withdraw from your purchase within 14 calendar days without giving any reason, in accordance with EU Consumer Rights Directive (CRD) Art. 9 and Dutch Civil Code (BW) Art. 6:230o.

The 14-day withdrawal period begins on the day you — or a third party you designate (not the carrier) — physically receive the goods.

How to exercise your right of withdrawal

To withdraw, send us a clear written statement before the 14-day period expires:

You do not need to use a specific form. You must return the goods within 14 calendar days of sending us your withdrawal notice (not from the date we confirm it). For your convenience, a standard withdrawal form is provided below.

📄 Standard Withdrawal Form (optional)

To: CR NL GROUP B.V., Koornmarktpoort 25 C, 8253 TE Dronten, Netherlands
Email: info@salonselect.nl

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
— Ordered on (*) / received on (*):
— Name of consumer(s):
— Address of consumer(s):
— Signature of consumer(s) (only if this form is notified on paper):
— Date:

(*) Delete as appropriate. This form is optional — a clear written statement by email is sufficient.

Return address

CR NL GROUP B.V.
Returns Processing Centre
Tuurdijk 1, 3945 PJ Cothen
Netherlands

Note: Depending on the product, your order may have been dispatched from a different address than the return address above. Please always return goods to the address stated here and not to any other address that may appear on the original parcel.

Multiple shipments: If your order was delivered in multiple parcels, the 14-day withdrawal period begins on the day you receive the last item in your order (CRD Art. 9(2)(b)).

2. Condition of Goods and Packaging

We strongly recommend keeping the original packaging until you are certain you wish to keep the product. This is the single most important step you can take to protect your right to a full refund.

Here is why: under CRD Art. 14(2) and Dutch Civil Code (BW) Art. 6:230s, we are legally entitled to deduct from your refund an amount equal to any reduction in the value of the goods caused by handling beyond what was necessary to inspect the product. In practice, the original packaging is the primary factor in our value assessment:

  • Original packaging intact → full refund (subject to the product itself being undamaged)
  • Original packaging missing or destroyed → deduction may apply, reflecting the reduced resale value of the product. For larger items such as salon furniture, equipment, or electrical devices, this deduction can be significant.
  • Product returned with no protective packaging at all → deduction will apply for any transit damage incurred, as you are responsible for the goods until we receive them.

We will always communicate any deduction to you in writing before processing your refund, including the assessed amount and reason. You retain the right to dispute any deduction.

To be clear: we will not refuse your return solely because original packaging is unavailable — your right of withdrawal remains valid regardless. However, discarding the packaging may affect the refund amount you receive. The safest approach is always to keep the original box.

3. Return Shipping Costs

For withdrawals under your statutory right of withdrawal, return shipping costs are borne by you (the customer), unless we failed to inform you of this obligation before the purchase, in which case we bear the return costs (CRD Art. 14(1)).

If the return is due to a defect, incorrect item, or our error, we will cover all return shipping costs.

4. Refund

We will process your refund within 14 calendar days of the day we receive the returned goods or the day you provide proof of return (e.g. a tracking receipt), whichever is earlier. This is in accordance with CRD Art. 13 and BW Art. 6:230r.

The refund will include:

  • The full purchase price of the returned item(s)
  • The standard outbound delivery cost (if you paid for delivery) — we are not required to refund premium/express delivery costs above the standard rate

Refunds are made to the original payment method. We cannot refund to a different account or card without prior written agreement.

If a deduction applies (see Section 2), we will notify you of the deduction amount and reason before processing. You retain the right to dispute any deduction.

If more than 14 calendar days have passed since we confirmed your return and you have not received your refund, please contact us at info@salonselect.nl.

5. Exceptions — Products Excluded from the Right of Withdrawal

The following categories of products are excluded from the right of withdrawal in accordance with CRD Art. 16 and BW Art. 6:230p:

  • Sealed hygiene and personal care products that have been unsealed after delivery (e.g. cosmetics, skincare products, intimate care items) — for health and hygiene reasons
  • Custom or personalised products made to your specifications
  • Perishable goods (food, plants, flowers)
  • Goods inseparably mixed with other items after delivery
  • Hazardous materials (flammable liquids, gases)

If you are unsure whether an exclusion applies to your product, contact us before returning.

6. Defective, Damaged or Incorrect Items

Please inspect your order upon receipt. If your item is defective, damaged in transit, or incorrect, contact us immediately at info@salonselect.nl, including:

  • Your order number
  • A description of the defect or issue
  • Photographs clearly showing the defect or damage

In such cases, we will cover all return shipping costs and offer you (at your choice):

  • A replacement product
  • A repair (where applicable)
  • A full refund

Consumers are entitled to a 2-year statutory guarantee under EU Directive 2019/771 and BW Art. 7:17. Defects appearing within 12 months of delivery are presumed to have existed at delivery.

7. Exchanges

We do not offer direct exchanges. To receive a different product, please return your original item under this policy and place a new order separately. This ensures the fastest processing.

8. Business Customers — Returns and Warranty

Business customers (B2B) do not have a statutory right of withdrawal. Returns by business customers require prior written authorisation from us. Unauthorised returns will not be accepted and may be returned to sender at the customer's cost.

Business customers are covered by a 12-month commercial warranty against manufacturing defects under normal use. Warranty claims must be submitted in writing within 14 days of discovering the defect, including photographs and a description. We reserve the right to repair a product up to 4 times for the same defect before offering replacement or credit. See our Terms of Service (Section 18) for full B2B warranty terms.

9. Contact Us

For all return and refund enquiries:

CR NL GROUP B.V.
Email:

You can reach us by email at the address corresponding to your store:

Store Email
www.salonselect.nl info@salonselect.nl
www.salonselect.eu info@salonselect.eu
www.salonselect.bg info@salonselect.bg
www.salonselect.fi info@salonselect.fi
www.salonselect.fr info@salonselect.fr
www.salon-select.ie info@salon-select.ie

Phone: +31 617985604 / +31 856664755
Business hours: Monday–Friday, 10:00–16:00 (CET)