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How can I return my product?
It may occur that you are not fully satisfied with the product and that you would like to return it to us. You can return the product within 30 days after delivery. Depending on the size and weight of the product to be returned, the return process can be found below.
Package return
If you are able to lift the product to be returned yourself, for instance, taps and wash bowls that weigh 20 kg at most, follow the steps below:
- Click this link to select a delivery point and to print your free return label
- Use the old tracking number for this and follow the steps.
- Place the product back in the product box neatly & clean.
- Place the product box in the original box it was delivered in. If you no longer have this, use a sturdy box that will prevent the product box from becoming damaged .
- Include the invoice or delivery note and write down the reason for the return on it.
- Stick the return label on the box.
- Hand the package to the transporter you have selected and specify the following return address:
Djati Mastello B.V.
2e Loswal 14
1216 BC Hilversum&
- We will pay the return shipping costs.
Please note: we check the products returned thoroughly. If they show traces of usage such as scratches or other damage, the purchase amount or part of it will not be refunded.
Delivery service pick-up
If large products are to be returned, such as bathroom units and shower enclosures, it is not possible to give these to the transporter. We understand that it is not always possible to deliver the product to us yourself, so in this case, our regular delivery service will pick up the product at your home and the return process will be as follows:
- Report the return to our customer service.
- Customer service will schedule an appointment for you with our regular delivery service.
- The delivery service will contact you to schedule a pick-up time.
- Place the product back in the product box (if there is one) neatly and clean.
- Put the product or the product box back in the original box it was delivered in. If you no longer have this, use a sturdy box that will prevent the product and the product box from becoming damaged.
- Include the invoice or delivery note and write down the reason for the return on this.
- Give the package to our delivery service.
- The pick-up costs of €60 are at your own expense.
Please note: we check the products returned thoroughly. If they show traces of usage such as scratches or other damage, the purchase amount or part of it will not be refunded.
Is online registration of returns of extra large products, such as bathroom units and shower enclosures, also possible?
You can inform our customer service about the return. This can be done by email and by telephone.
Can I return a single product from my order?
Certainly. All the products in your order can be returned separately. The entire return process can be found under 'How can I return my product’
What if there is a part missing from my order?
Please contact our customer service. They will offer a solution in consultation with you.
Which products cannot be returned?
Unfortunately, all custom-made products cannot be returned.
Can I exchange my product?
This is possible, however, to keep our accounts and stock in order, we are obliged to split this up into 1) a return and 2) a new order.
1) You can return the product free of charge. View the steps to be taken under 'How can I return my product'. As soon as we have received your return, we will refund the amount within seven working days.
2) You can order the new product on our website using the standard procedure. The invoice must be paid directly. Unfortunately, it is not possible to settle the old invoice against the new one.
How quickly will I get my money back after a return?
Following the handling of your return, we will refund the amount within seven working days. If the amount is still not in your bank account after 10 working days, please contact our customer service.
How should I package my product for a return shipment?
Place the product in a sturdy box. Preferably in the original packaging to prevent both the product and the product box from becoming damaged. If you no longer have the product box, it's a pity because, unfortunately, we can no longer sell the product for the original price. As a result of this, we will deduct 15% from the amount to be refunded.
