14-day cooling-off period for consumers. Report a return or complaint via the RMA form and track the status online.

Not satisfied, ordered the wrong item or is something wrong with your product? Here you can read how returns work, what they cost and how we resolve complaints. This page applies to consumers. Business customer? See Business returns and complaints.

14-day cooling-off period

As a consumer you may cancel an order within 14 days of receipt without giving a reason (the statutory right of withdrawal). If you ordered several products in one order, the period starts the day after you received the last product.

Returns as a consumer: the deadlinesReturns as a consumer: the deadlines1Receiptday 0214-day cooling-offinspect as you wouldin a shop3NotifyRMA form, e-mailor model form4Send backwithin 14 days ofyour notification5Refundwithin 14 days ofyour notification

How to notify a return

  1. Within the cooling-off period, notify your return via our online return form (RMA). Prefer e-mail? Write to info@radanetworks.com stating your order number, or use our model withdrawal form (PDF). Every form is valid.
  2. You receive an RMA number and a confirmation with the return address and return instructions. Track your return via RMA status.
  3. Send the product back within 14 days of your notification, or hand it to the carrier we schedule for you.

Report a return or complaint

The RMA form gives you an RMA number within a minute and lets you track the handling online.

Never send anything back without notifying us first; without return instructions we cannot process your shipment.

What does a return cost?

  • Parcels (accessories, cables, small wall-mounted cabinets) you send back yourself. The shipping costs are for your account; keep the proof of postage.
  • Pallet shipments (floor-standing cabinets) cannot be sent by post. On request we collect the cabinet from you. For this we charge an estimated € 75 per pallet within the Netherlands (Belgium € 125, Luxembourg € 165); this amount is deducted from your refund. You may also arrange the return transport yourself.

Condition of the product

You may inspect and assess the product as you would in a shop. If you go further than that, for example by fully assembling a kit, installing equipment, drilling, fixing the cabinet to a wall or floor or removing protective film, we may charge for the diminished value. Return the product as far as possible in its original packaging, complete with keys, cage nuts, mounting materials and manual. A cabinet is returned properly packed and secured on a pallet; we explain how in the return instructions.

Refund

We refund the full purchase amount, including the standard shipping costs of the original delivery, within 14 days of receiving your return notification. We may wait with the refund until we have received the product or until you have shown that you have shipped it. We refund via the same payment method you used. If you return only part of your order, the shipping costs of the original order remain for your account.

Exceptions to the right of withdrawal

Products made or adapted specifically for you, such as cabinets in a non-standard RAL colour or non-standard size, cables cut to length or products with your logo or print, cannot be returned. This is always clearly stated on the product page before you order.

Shipment refused or not collected

If you refuse a shipment or do not collect a parcel from the collection point, we treat this as a return. The return costs are then for your account.

Complaints and warranty

You are entitled to a product that does what you may reasonably expect of it (statutory warranty). Is something wrong?

  1. Report it as soon as possible, and in any case within two months of discovery, via our RMA form or by e-mail to info@radanetworks.com. State your order number, describe the problem and attach photographs or a video.
  2. We respond substantively within 14 days, usually sooner.
  3. If the complaint is justified, we repair or replace the product free of charge. With cabinets this can often be done by sending a replacement part (door, panel, lock, shelf) that you can easily fit yourself. If that is not possible, we collect the product from you at our expense.

Some manufacturers provide their own warranty on certain products. That comes on top of your statutory rights, never instead of them.

Transport damage

Received damaged? Note the damage on the proof of delivery, take photographs of the packaging and the product and report it within 2 business days via the RMA form. We will arrange a solution.

Unable to resolve it together?

If we cannot resolve the matter together, you may submit the dispute to the court. RADA Networks B.V. is not affiliated with a disputes committee. Our full terms can be found under Terms and Conditions.