Right of Withdrawal

If you are a consumer, you have 14 calendar days to cancel your purchase without having to provide a reason and without incurring any penalty.

This period begins on the day after you—or a third party designated by you, other than the carrier—physically take possession of the products. If your order includes multiple products delivered separately, the period begins upon receipt of the last product.

How to Contact Us

All you need to do is notify us of your decision in an unambiguous statement before the deadline expires. You may:

We will confirm receipt of your request and let you know the next steps.

Product Returns

You have 14 calendar days after notifying us of your decision to return the products. You are responsible for the direct costs of returning the items.

Return address:

Electrone SRL
95 Rue Emile Royer
7972 Quevaucamps
Belgium

We recommend that you use a tracked shipping method and keep proof of shipment: if the package is lost, this proof will be useful to you.

Status of Returned Products

You can examine and test the products just as you would in a store: open the packaging, check the contents, and make sure the device works. Doing so does not affect your right of withdrawal.

However, you are liable for any depreciation resulting from handling that goes beyond what is necessary to determine the nature, characteristics, and proper functioning of the product. In such cases, an amount proportional to this depreciation will be deducted from your refund.

The following, in particular, are considered to go beyond a simple review:

  • a permanently installed device: secured, screwed, drilled, glued, or wired;
  • a device that is paired with a hub or registered to an Ajax account and has not been unpaired;
  • missing accessories, mounts, hardware, batteries, or documentation;
  • a product that shows signs of use, assembly, or disassembly;
  • Original packaging that has been damaged, cut open, or is missing, when it is an integral part of the product.

We therefore recommend that you keep the original packaging for the entire duration of the withdrawal period and return the product in its entirety, along with all of its accessories.

Refund

We will refund all payments received, including the standard shipping costs you paid when placing your order, no later than 14 days after we are notified of your decision.

If you selected a shipping method that costs more than our standard shipping, you will only be refunded the amount corresponding to standard shipping.

We may delay the refund until we receive the products or until you provide proof that they have been shipped, whichever occurs first.

The refund will be issued via the same payment method used when placing the order, unless you agree otherwise. There is no charge to you. If applicable, the refund amount will be reduced by the amount corresponding to the depreciation described above.

Exchange

If you prefer an exchange rather than a refund, we will gladly exchange a product that is returned complete and in its original packaging. This is a service we offer you: it is in addition to your right to a refund and does not replace it.

Exceptions

In accordance with the Economic Code, the right of withdrawal does not apply:

  • products manufactured to your specifications or significantly customized;
  • for installation or repair services that were fully performed at your express request before the end of the withdrawal period;
  • for remote monitoring subscriptions that have already been activated at your request, for the portion already provided.

Legal Warranty of Conformity

In addition to the right of withdrawal, all our products are covered by the 2-year statutory warranty of conformity provided for under Belgian law. If a product turns out to be defective or non-compliant, please contact us: we will consider repair, replacement, or a refund depending on the circumstances.

We will cover the cost of returning a defective product.

Business Customers

The right of withdrawal applies only to consumers. Purchases made in the course of a professional activity are subject to our general terms and conditions of sale.

Standard Withdrawal Form

(Please complete and return this form to us only if you wish to cancel the contract.)

To: Electrone SRL, 95 Rue Emile Royer, 7972 Quevaucamps, Belgium — info@electrone.be

I/we hereby notify you of my/our withdrawal from the contract for the sale of the goods listed below:

Ordered on / received on: ____________________
Order number: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature (only if notifying in writing): ____________________
Date: ____________________

Contact Us

Electrone SRL — VAT BE 0550.503.110
95 Rue Emile Royer, 7972 Quevaucamps, Belgium
info@electrone.be — +32 69 49 06 36