Right of withdrawal

Bought as a private customer, you may pull out of the sale for any reason at all, or none, in the fortnight that follows delivery. Nothing needs to be wrong with the goods. You tell us, you post them back, we put the money in your bank account.

WHATECH MOBILE CO., LIMITED trades from outside the European Union, so rather than argue about which national statute reaches us, we grant this right in the sale contract itself, on the terms of Directive 2011/83/EU, to everyone we deliver to. A stronger rule in your own country stands on top of it, never instead of it.

This sheet is the procedure. The wider picture — faults, the guarantee, parcels that arrive broken — sits on Returns and refunds, and the two are meant to be read together.

Calendar days, not working days, and the last day counts in full. If day 14 lands on a Sunday or a public holiday, you still have until the end of it — an email timed at 23:55 is in time.

What matters is the day your notice leaves, not the day we open it. Send it before the fortnight is out and the right is exercised, whatever our inbox does afterwards.

Any unambiguous statement will do, as long as it is in writing and reaches us inside the 14 days. Email desk@outletden.com, use the contact desk form, or fill in the model form in section 7 and send it by email or post. The form is offered for convenience; a sentence of your own carries exactly the same weight.

Put the ticket number on it — the ODN- code from the page shown after you ordered. Mislaid it? The name and the phone number the order was placed with are enough for us to pull the record.

We write back promptly to confirm that your notice arrived and to give you the address the goods should go to. Turning the courier away at the door, or posting a box back in silence, leaves us with no notice and no bank account to pay: send the statement as well.

Post the goods within 14 days of sending your notice. The postmark decides: a parcel handed in on the last of those days is on time even if it travels for a week.

Wait for the address in our reply before you post anything, and mark the reference we give you on the outside of the box. A return that turns up unannounced at the wrong warehouse cannot be matched to an order. The registered office in Hong Kong is an office, not a warehouse; nothing sent there can be received.

Put the item back in its box with the parts, cables, chargers, bits and paperwork that came with it. The original packaging makes the trip safer, though the right does not depend on your having kept it.

Use a service that gives you a tracking number and hold on to the receipt: it proves you posted in time and it lets us start the refund before the parcel has physically arrived. Parcels sent to us carriage forward or cash on delivery are refused at the depot.

A change of mind is yours to fund: the law puts the direct cost of the return on the consumer, and we have told you so here and on the stock page before you ordered. We do not charge a restocking fee on top, and there is no penalty of any kind.

Where the fault is ours, do not pay anything: write first and we send a prepaid label or book a collection, as set out in Returns and refunds, sections 7 and 8.

Nothing was charged for the outbound journey, so there is no delivery fee sitting in your total to argue about, and none to withhold when only part of an order comes back. The one cost in play is the postage of sending it to us.

Open the box, look the thing over, plug it in, run it briefly — everything you could have done standing in a shop before buying. None of that costs you the right or a cent of the refund.

Beyond that, the goods start losing value, and that loss is yours. A sander that comes back with worn discs and dust in the housing, a speaker without its charger, a tool used for an afternoon on site: in cases like those we may keep part of the refund, and we will write to you with the figure and the reason before we do.

We never simply refuse a return over packaging. A torn box reduces nothing; a missing charger does.

You get back the price of the goods, in full. That is the whole of what the courier collected from you, since we charge nothing for bringing the parcel and sell no priced-up express service that could be treated differently.

The courier took notes, so there is no card to put the money back onto. Tell us whose name the account is in and its IBAN — plus the BIC, if your bank is one of those that still asks — and the transfer leaves in euro at no charge to you. A bank holding the account in another currency converts at its own rate, which is a matter between the two of you.

The clock on us is a fortnight, starting the day your notice lands. We may wait, as the law expressly allows, until the goods are back or until you show us proof of posting, whichever happens first — which is why that tracking receipt is worth sending straight away.

Nothing has left the building yet? Then there is no need for any of this. Say the word on the confirmation call or email the desk and the order is dropped: no goods, no postage, no cost. See Delivery, section 10.

The law lifts the right for a small number of goods — sealed articles that hygiene or health rules stop us reselling once the seal is broken, and anything made to your own specification. Where that bites, the stock page says so before you order; where the page is silent, you have the right.

An exception here changes nothing about faulty goods. The two-year legal guarantee runs whatever the item is, and it is described in Returns and refunds, section 8.