Refund and Returns Policy

Refund and Return Policy – TrackCable

Last updated: 13-02-2026

Thank you for choosing TrackCable. We are committed to delivering high-quality industrial cable management products and ensuring customer satisfaction. This Refund and Return Policy outlines your rights and responsibilities when purchasing from our webshop, as well as the procedures for returns, refunds, and exchanges.

This policy is designed to comply with applicable consumer protection and e-commerce laws. However, depending on your location and the location of the buyer, additional rights may apply.

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1. Scope of This Policy

This Refund and Return Policy applies to all purchases made through the TrackCable webshop (“we,” “us,” or “our”). By placing an order, you agree to the terms outlined below.

This policy distinguishes between:

• Business Customers (B2B)
• Consumers (B2C) where mandatory consumer protection laws apply (such as customers within the European Union).

If you are purchasing on behalf of a business, some consumer rights (such as the right of withdrawal) may not apply unless explicitly stated.

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2. Right of Withdrawal (EU Consumers)

If you are a consumer located in the European Union, you have the legal right to withdraw from your purchase within 14 calendar days without providing a reason.

Withdrawal Period

The withdrawal period expires 14 days after:

• The day you receive the goods, or
• The day a third party (other than the carrier) designated by you acquires physical possession of the goods.

How to Exercise Your Right

To exercise your right of withdrawal, you must inform us with a clear statement via:

Email: support@trackcable.com

You may use the model withdrawal form below, but it is not mandatory.

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3. Effects of Withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including standard delivery costs (excluding any additional costs resulting from your choice of a delivery method other than our standard option).

Refunds will be issued within 14 days after we are informed of your decision to withdraw. However, we may withhold reimbursement until:

• We have received the returned goods, or
• You have supplied evidence of having sent back the goods.

Refunds will be made using the same payment method used for the original transaction unless expressly agreed otherwise.

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4. Return Conditions

To be eligible for a return:

• Items must be unused, uninstalled, and in resalable condition.
• Products must be returned in their original packaging, including manuals, accessories, and protective materials.
• Goods must not show signs of wear, modification, or damage caused by improper handling.

We reserve the right to reduce the refund if the value of the goods has been diminished due to handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

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5. Products Not Eligible for Return

Due to the industrial nature of our products, certain items cannot be returned unless defective or incorrectly supplied.

These include:

• Custom-made or made-to-order products
• Cut-to-length cable management systems
• Special configurations or engineered solutions
• Products manufactured according to customer specifications
• Items clearly personalized for a specific project
• Opened consumables or installation materials
• Clearance or non-returnable items marked as such at the time of sale

This limitation does not affect your statutory rights in the case of defective goods.

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6. Return Procedure

To initiate a return:

1. Contact our support team at support@trackcable.com within the applicable return period.
2. Provide:
   • Order number
   • Product details
   • Reason for return
   • Photos (if the item is damaged or defective)
3. Wait for return authorization and instructions before shipping the product.

Returns sent without prior authorization may be refused.

Unless the return is due to our error or a defective product, customers are responsible for return shipping costs and any associated risks during transport.

We strongly recommend using a tracked and insured shipping service.

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7. Inspection and Processing

Once received, returned goods will be inspected within a reasonable timeframe.

We will notify you when:

• The return has been approved, or
• Additional information is required, or
• The return is rejected (with reasons provided).

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8. Damaged, Defective, or Incorrect Products

Please inspect your order immediately upon delivery.

If you receive goods that are:

• Damaged during transit
• Defective
• Not what you ordered

You must notify us within 48 hours of delivery.

Where a claim is validated, TrackCable will, at its discretion:

• Replace the item,
• Repair the product, or
• Issue a full refund, including reasonable shipping costs.

We may request photographic evidence and packaging details to support the claim.

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9. Warranty

TrackCable products are covered by the manufacturer’s warranty where applicable.

The warranty does not cover damage resulting from:

• Improper installation
• Misuse
• Unauthorized modifications
• Normal wear and tear
• Failure to follow installation guidelines

This warranty is provided in addition to your statutory rights.

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10. Exchanges

We only replace items if they are defective, damaged, or supplied incorrectly.

If you need a different product, we recommend placing a new order and returning the original item in accordance with this policy.

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11. Refund Timeline

After approval:

• Refunds are typically processed within 5–10 business days, depending on your payment provider.
• Banks or credit card issuers may require additional time before the funds appear in your account.

TrackCable is not responsible for delays caused by financial institutions.

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12. Late or Missing Refunds

If you have not received your refund:

1. Check your bank account again.
2. Contact your credit card provider — processing times may vary.
3. Contact your bank.

If you have completed these steps and still have not received your refund, please contact us at support@trackcable.com.

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13. Order Cancellations

Orders may be canceled before shipment by contacting our support team.

Once an order has been dispatched, it must be treated as a return.

Custom or made-to-order products cannot be canceled once production has begun.

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14. International Returns

Customers returning goods from outside our shipping country are responsible for:

• Customs documentation
• Import duties
• Taxes
• Brokerage fees

We recommend clearly marking the shipment as “Returned Goods” to help avoid unnecessary charges.

TrackCable is not responsible for items held or delayed by customs authorities.

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15. Limitation of Liability

To the maximum extent permitted by law, TrackCable shall not be liable for:

• Indirect or consequential losses
• Project delays
• Installation costs
• Loss of revenue
• Third-party expenses

Our liability is limited to the purchase value of the goods in question.

Nothing in this policy excludes rights that cannot legally be excluded.

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16. Policy Updates

We reserve the right to update this Refund and Return Policy at any time to reflect operational, legal, or regulatory changes. The version published on our webshop at the time of purchase will apply.

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17. Contact Information

TrackCable
Ernst Investmenst B.V.
09107520
NL809100988B01

Email: support@trackcable.com
Website: https://trackcable.com