Right of withdrawal & returns

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If you ordered several goods in one order and they are delivered separately, the withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

To exercise the right of withdrawal, you must inform us (Eagle Extend B.V., Patroonsweg 14, 3892 DB Zeewolde, The Netherlands, email: info@eagleextend.com) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or email). You may use the attached model withdrawal form, but it is not obligatory.

You can also electronically fill in and submit the model withdrawal form or any other unequivocal statement on our website (www.eagleextend.com/returns-and-exchanges). If you use this option, we will communicate to you an acknowledgement of receipt of such a withdrawal on a durable medium (e.g. by email) without delay.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us at Eagle Extend B.V. — Retouren, Ir. Hanlostraat 15, 7547 RD Enschede, The Netherlands without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods. For goods that, by their nature, cannot normally be returned by post (in particular telescopic poles), the cost is estimated at a maximum of approximately EUR 50.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Model withdrawal form

How to return your order

The following steps help us process your return quickly. They are not a condition for exercising your right of withdrawal.

1. Register your return using our online return form with your order number and email address, or email info@eagleextend.com quoting your order number.
2. You will receive a confirmation by email with your return reference. Print it and put it in the box – or write your order number and return reference on a note – so our warehouse can match the return to your order.
3. Pack the goods complete, ideally in the original reinforced box, so they are not damaged in transit.
4. Important: remove the old shipping label or cover it completely so the barcode is no longer visible. Otherwise the parcel will come back to you.
5. Send the parcel with tracking to Eagle Extend B.V. — Retouren, Ir. Hanlostraat 15, 7547 RD Enschede, The Netherlands. We do not provide a return label. Choose a carrier that accepts the length of your parcel (for example UPS or DHL for parcels longer than 175 cm) and keep your proof of shipment – it counts as evidence that you have sent the goods back.
6. We will let you know by email as soon as your return has arrived.

Faulty, wrong or damaged goods?

Please do not send anything back yet. Report the problem via the return form (choose the matching reason) or by email to info@eagleextend.com. We will contact you within 1 working day and arrange the transport at our expense. Your statutory rights and our 5-year warranty on telescopic poles are not affected.

Customers in the United Kingdom

If you live in the United Kingdom, these rights follow from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where the right of withdrawal is called the right to cancel. The information above applies accordingly.