Right of withdrawal

This policy describes the statutory right of withdrawal available to consumers. It applies in addition to, and separately from, our returns policy.

Right of withdrawal

You have the right to withdraw from your contract within 14 days without giving any reason. The withdrawal period expires 14 days from the day on which you, or a third party other than the carrier and indicated by you, acquires physical possession of the goods.

To exercise the right of withdrawal, you must inform us of your decision to withdraw from the contract by a clear statement. You may do this by email or by post:

You may use the model withdrawal form below, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, using the same means of payment you used for the original transaction, within 14 days from the day on which we are informed about your decision to withdraw from this contract. We may withhold reimbursement until we have received the goods back.

You will have to bear the direct cost of returning the goods. We recommend using a traceable shipping method, as we cannot process a refund for goods lost in return transit.

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

Exceptions

The right of withdrawal does not apply to:

  • Goods made to the consumer's specifications or clearly personalized
  • Sealed goods not suitable for return due to health protection or hygiene reasons, if unsealed after delivery
  • Goods which, after delivery, are mixed inseparably with other items

Model withdrawal form

Complete and send this form only if you wish to withdraw from the contract. Copy the text below into your email or letter.

  • To: Nienanie, info@hayesbrooks.com, Salesdreef, 3C1, 4904 SW Oosterhout, NL
  • I hereby give notice that I withdraw from my contract for the sale of the following goods
  • Order number:
  • Order date:
  • Date goods were received:
  • Name of consumer:
  • Address of consumer:
  • Signature of consumer (only if this form is notified on paper):
  • Date:

Withdrawal in Germany

From 19 June 2026, customers in Germany can also exercise this right directly through a withdrawal button available on our withdrawal page.

How this relates to our returns policy

Separately from the statutory withdrawal right described above, we also offer a 30-day return window from delivery for unused items in original condition and packaging, provided you contact us first, as unapproved returns are not accepted. Details, including order tracking through your account, are available on our refund policy page. For questions about shipping timelines, see our shipping policy.

Contact us

Email: info@hayesbrooks.com

Phone: Contact us by email for phone support

Address: Salesdreef, 3C1, 4904 SW Oosterhout, NL

Service hours: Mon–Fri 9 AM–6 PM, Sat–Sun 10 AM–5 PM (America/New_York). We respond within 24 business hours.

For further assistance, visit our contact page.