Q: How do I register a return?

Register your return via the return form : enter your order number and email address, then select the items and the reason. You'll receive a confirmation email right away — it doubles as your return form. Print that email, put it in the box, remove or fully cover the old delivery label (otherwise the parcel will come back to you) and send the parcel yourself (at your own cost, with tracking) to our warehouse: Eagle Extend B.V. — Retouren, Ir. Hanlostraat 15, 7547 RD Enschede, The Netherlands. Is the product defective, or did you receive the wrong item or a damaged one? Select the matching reason (defect/guarantee, or wrong or damaged delivery) and don't send anything yet: we'll contact you within 1 working day and arrange the transport.

Question 1

What is the return period?

Accepted Answer

At Eagle Extend®, you have 14 days (after receipt) to register your order for return. This allows you to calmly assess whether the set meets your expectations.

Question 2

How do I register a return?

Accepted Answer

Register your return via the return form: enter your order number and email address, then select the items and the reason. You'll receive a confirmation email right away — it doubles as your return form. Print that email, put it in the box, remove or fully cover the old delivery label (otherwise the parcel will come back to you) and send the parcel yourself (at your own cost, with tracking) to our warehouse: Eagle Extend B.V. — Retouren, Ir. Hanlostraat 15, 7547 RD Enschede, The Netherlands. Is the product defective, or did you receive the wrong item or a damaged one? Select the matching reason (defect/guarantee, or wrong or damaged delivery) and don't send anything yet: we'll contact you within 1 working day and arrange the transport.

Question 3

My product is defective or I received the wrong item — what now?

Accepted Answer

Report it via the return form and select the matching reason (defect/guarantee, or wrong or damaged delivery). Don't send anything yet: we'll contact you within 1 working day to resolve it (replacement, spare part or refund) and then arrange the transport at our cost. Keep the product and packaging at hand; a photo of the issue helps us handle it quickly.

Question 4

Are there costs associated with returning?

Accepted Answer

Yes — you send the return yourself with a courier of your choice and pay the postage; they are not reimbursed and we do not provide a return label. Expect to pay roughly €40 to €50 to return a telescopic pole, depending on the courier's current rates, the length and the destination; accessories can usually go as a regular parcel. Eagle Extend® is not responsible for the level of these rates and is not liable for damage or delay while the return is in transit. Pack the product well, send it with tracking and keep your proof of postage — it counts as proof of sending. Choose a courier that accepts the length of your parcel (for example UPS or DHL for parcels longer than 175 cm). Exception: for a defective product or a mistake on our side (delivered wrong or damaged) we arrange the transport and you pay nothing. Within 14 days after we have received your return we refund the amount of the returned items — for a full return including the standard delivery charge you paid; the cost of sending the return is not reimbursed.

Question 5

How should I pack the pole for return?

Accepted Answer

Always use the original sturdy box. Make sure the pole is properly secured so it cannot shift or get damaged during transport.

Important: Remove the old delivery label or cover it completely so the barcode is no longer visible. Otherwise the parcel will come back to you.

Question 6

Can I return the pole after trying it?

Accepted Answer

You may view and assess the product as you would in a shop. If the product has been wet or shows signs of use, its value is diminished and we may deduct that from the refund.

Question 7

When will I get my money back?

Accepted Answer

Within 14 days after we have received your return we refund the amount of the returned items to the payment method you used — for a full return including the standard delivery charge you paid; the cost of sending the return is not reimbursed (except for a defect or a mistake on our side). You'll get an email as soon as your return has arrived. We inspect the items; if their value is diminished by handling beyond what was needed to assess the product, we may deduct part of the refund — in that case we contact you first.

Question 8

Can I exchange a product?

Accepted Answer

The fastest way is to return the current product and place a new order in our online shop straight away.

Question 9

I threw away the box, can I still return it?

Accepted Answer

Try to pack the product as well and securely as possible in a replacement box. Please note: damage due to poor packaging is at your own risk.

Question 10

What if my return gets lost?

Accepted Answer

Always send your return with tracking and keep the proof of postage until we've confirmed receipt by email — it counts as proof of sending. Eagle Extend® is not liable for damage or delay while the return is in transit; with the tracking code you can have your courier trace the parcel and file a claim if needed. Email us your return reference and tracking code and we'll look into it with you.

Question 11

Does the right of withdrawal apply to business customers?

Accepted Answer

Legally, the right of withdrawal does not apply to business orders, but please contact us and we will look for a solution together.

Returns and exchanges

Start a return

How returns work

1. Register your return

2. Print the confirmation & pack

3. Remove the old delivery label

4. Send it to our warehouse yourself

Returns FAQs