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Returns & warranty

Not 100% satisfied? We'll figure it out together!

At Kenners, you can count on expert product knowledge and support. So, if you have any doubts or questions, please contact us , and we'll be happy to help you with sound advice. You can also try our Online Helpdesk to find the answer to your question yourself using the built-in smart search engine.

Returns are no problem at Kenners. You can send us an email (preferably in response to our order confirmation) or register your return using this online form .

We always do our best to find a good solution as quickly and flexibly as possible. Below, you can read about the rights and obligations of both parties, as well as instructions for returning one or more products you ordered from Kenners.

Table of contents

  1. Take advantage of our experience and expertise !
  2. Returns up to 14 days after receipt
  3. Terms and conditions of right of withdrawal and full credit
  4. Reimbursement of return costs
  5. Return products received for free
  6. Did your product become defective within the warranty period?
  7. How do I report my cancellation or repair ? [ our return address ]
  8. Received a defective or damaged product ?
  9. How do you return a package to us ?
  10. Out-of-warranty repairs
  11. How quickly will you get your money back ?
  12. Loss of value and costs
  13. Activated and registered products
  14. Excluded from the right of withdrawal
  15. European Model Withdrawal Form

Take advantage of our experience and expertise!

Kenners is easily accessible during office hours and our experienced team is ready to answer all your questions.

So, do you have any doubts or questions? Contact us and we'll be happy to help you with sound, personalized advice. This will reduce the risk of disappointment and the costs of returning your purchase.  

Returns up to 14 days after receipt

Made the wrong choice or the product isn't to your liking? Please let us know as soon as possible after receipt, and we'll fully credit your purchase, provided all conditions (see below) are met. Please always clearly state your order's unique (invoice) number.

Terms and conditions of right of withdrawal and full credit

  • You can inform us within 14 days of receipt that you wish to cancel your purchase. After notification, you then have another 14 days to actually return the products. You can also return the products without prior notice within 14 days of receipt, as long as you include a note stating your wish to cancel.
  • The item is undamaged and has no signs of use.
  • The item is original, complete, clean and reasonably unused.
    Please note: If the product is very dirty and needs to be cleaned, we may charge a fee for this, depending on the severity.
  • The packaging is, where reasonably possible, original, complete and reasonably undamaged.
    Use clear tape to seal the box. Do not use duct tape !
  • Business customers (company name and/or VAT number provided) are not eligible for cancellation. Pre-orders that have not yet been delivered can be canceled and credited.  

Reimbursement of return costs

  • After receiving, inspecting, and approving your return, we will credit the full purchase amount, provided the conditions above are met.
  • We do not reimburse the shipping costs for the return of a cancellation.
  • We will reimburse all shipping costs for warranty claims within the first 6 months of receipt.
  • We will reimburse all shipping costs for warranty cases after 6 months.
  • We do not reimburse shipping costs for out-of-warranty repairs.

Check out this interestWatch a video from NOS about "our delivery status and the pressure of unlimited returns." Please think carefully about what you order and call the seller if you need more information. This will prevent disappointment and costs.

    Return products received for free!

    We regularly offer free, useful accessories with many items. These products must also be returned, otherwise we will deduct the retail value from the credit. We will check this and, if necessary, report and correct it in the return request. You must return all products on the packing slip of your return request to be eligible for a full credit.

    Did your product become defective within the warranty period?

    All items you purchase from us are covered by the statutory warranty. A statutory warranty means that a product is or should do what a consumer can reasonably expect. Some products also carry a manufacturer's warranty. Any manufacturer's warranty and the warranty periods stated on the product pages do not affect the statutory warranty. Within the first six months, you will receive a shipping label (free of charge) from us to send the item to us, and we will handle the repair process for you. After six months, we will provide instructions for sending your item and handle the repair process for you; however, we will not provide a shipping label and will not reimburse shipping costs unless it is a warranty claim or otherwise agreed.

    How do I report my cancellation or repair?

    You can register your return using this online form . Please be sure to clearly state your order's unique (invoice) number. A clear description of your complaint helps us provide the best possible solution as quickly as possible.

    Ordered with a Kenners account?

    • Log into your account and go to " My Orders "
    • Click on the order number # of your order.
    • Click on the "Return Product" button (top right)
    • Please ensure you correctly indicate whether you want a refund or a repair. An incorrect choice can lead to delays.

    Everything goes faster with a Kenners account!

    Creating an account in our online stores has the following advantages:

    • Online information about your order
    • Download invoices for all your orders (PDF).
    • Faster and better service & support.
    • Faster registration of returns.

    Previously placed orders not visible in your account?

    Previous orders won't be automatically linked to your account. In that case, please send us an email so we can link previous orders to your account.

    Received a defective or damaged product?

    Despite all your care, things sometimes go wrong and your product arrives defective or damaged. This could be due to transport. To help you as quickly as possible, we ask that you take clear photos and videos of the shipment, including all packaging (especially any damage) and, if applicable, the products. Send us these videos along with your complaint and order number, and we'll resolve the issue as quickly as possible. We can often send you a replacement shipment the same day.

    How do you return a package to us?

    We request that you complete the following steps if you wish to exercise your right of withdrawal:

    1. Register your return via this online form and wait for our response (usually within 48 hours).
    2. After receiving your return number (email with reference "Return approval") you can send the products
    3. Print our invoice or the packing slip in the email, or use the packing slip that came with your delivery and add it to your return shipment (in the shipping box, never a product box).
    4. Please ensure that all registered products are actually returned. Missing items cannot be credited or charged. This can also cause significant delays.
    5. Check that the products and packaging are clean, original, complete and undamaged (if reasonably possible).
    6. Pack everything in a sturdy box. Preferably the original product packaging, as this is designed to prevent damage in transit. You, as the sender, are legally liable. For transport damage due to insufficient packaging. Did you use the original packaging? Then it's our problem!
    7. Print out our packing slip and place it in the shipping box (not the product box!).
    8. Fill any space in the box with, for example, old newspapers to prevent the products from moving and reduce the risk of damage during transport. Seal the box securely with strong, transparent tape (not duct tape !) and ensure nothing can fall out during transport.
    9. You can take the package to a carrier's service point of your choice for shipping to the following address ( never send your return to our Rotterdam location!)

      Company: Kenners bv
      Address: Molenbaan 7
      Postal code: 2908 LL
      Location: Capelle aan den IJssel
      Country: Netherlands

      Please note: we are not liable for any loss or damage to your package during transport if you return it to us yourself. Therefore, if your package is valuable, please insure it and use track & trace.

    10. Check the track & trace code you received from the carrier. After receiving your package, we usually check and respond within a few business days. After approval of your return, we usually issue a credit within a few business days.

    Out-of-warranty repairs

    Kenners stands for high-quality products, but if something does break, we'll ensure a quick and adequate solution. We're also happy to help you repair your product outside the warranty period, if possible. Shipping costs are covered by your account.

    How quickly will you get your money back?

    If the conditions are met, we will refund the full purchase price of your return using the same payment method you used to pay for your order, unless expressly agreed otherwise, within 14 days of receiving your cancellation notice. We may withhold reimbursement until we have received the goods or you have demonstrated that you have returned the goods.

    If the returned item is defective, it may take longer, and we will contact you. Kenners reserves the right to deduct any loss in value and other costs resulting from negligence, carelessness, or damage caused by the customer from the credit. In that case, we will contact you to find a suitable solution.

    Loss of value and costs

    The right of withdrawal for consumers allows you to view and try the product, just as you would in a physical store. However, there are limitations: what's not possible in a physical store isn't allowed in an online store either. Therefore, the use of a product during the trial period is (very) limited, and any loss of value may be deducted from the credit. Consider, for example, new batteries that have been charged (much) more often than necessary to determine the expected performance of the product (and are therefore essentially "used"). We will communicate this clearly and try to find a solution together with you.

    Activated and registered products

    Some products, such as software or drones , must be activated or registered before you can fully use them, but this isn't necessary for an on-approval assessment during the first 14 days. However, doing so results in a significant loss of value for the retailer, and the product can no longer be sold as new, or even secondhand. This wouldn't have been possible in a store either, and even online. If a product doesn't function properly after such activation or registration, it's covered by the warranty, but it's no longer eligible for return, and the reduction in value (determined on a case-by-case basis) cannot be reimbursed. However, we always try to find the best solution together with you, so please contact us first .

    Excluded from the right of withdrawal

    • Digital products and codes, such as a license code for taking out insurance like Care Refresh , delivered via email (unless the wrong product was delivered by us)
    • For consumables in closed/sealedIf the packaging is still intact, it is not necessary to open it. However, if you do open it, the depreciation can be up to 100%. For example, with vacuum bags or wood chips.
    • Business customers (with company name or VAT number on invoice). It is possible to cancel orders that have already been paid but not yet delivered.

    European Model Withdrawal Form

    You can also use the European Model Withdrawal Form to register your return (although this usually takes longer).