At Qrest, you can return webshop purchases such as hot tub heaters, accessories and parts within 14 days. On this page you can read how the right of withdrawal works, which products are excluded, and how to register a return.
Laatst bijgewerkt: augustus 2026
Right of withdrawal: 14-day cooling-off period
If you purchase a product as a consumer through our webshop, such as a hot tub heater, accessories or parts, you have the legal right to withdraw from the purchase within 14 days of receipt, without giving any reason.
Exceptions to the right of withdrawal
The right of withdrawal does not apply to:
- Custom-made products: hot tubs, saunas, jacuzzis, ice baths and other products that are manufactured or assembled according to the customer's specifications and wishes. These products are legally excluded from the right of withdrawal (Article 6:230p of the Dutch Civil Code). See the section "Custom-made products: defects and complaints" for what to do in case of a defect.
- Heaters and other products that are customised or assembled to customer specifications; these are considered custom-made.
- Sealed products that are not suitable to be returned for reasons of health protection or hygiene, and whose seal has been broken after delivery (for example, water treatment products).
How to report a return
- Within 14 days of receipt, send an email to [email protected] with your order number, the product you wish to return, and your name and address. You can also use the statutory model withdrawal form for this (see the bottom of this page), but this is not mandatory.
- We will confirm receipt of your withdrawal by email.
- After your withdrawal, you have 14 days to return the product to us.
Return costs
The costs of the return shipment are borne by the customer.
- Small products can be returned to us via PostNL or another carrier.
- Heaters and heat pumps must be returned by pallet. The actual transport costs (estimate: €200–€250, depending on location) are borne by the customer. On request, we can arrange the return transport for you; the costs will then be deducted from the refund.
Refund
After withdrawal, we will refund the full purchase amount, including the standard shipping costs of the outbound delivery, within 14 days of your withdrawal. Refunds will be made using the same payment method you used for the purchase.
If you chose a more expensive shipping method than the standard delivery when ordering, we will only refund the cost of standard delivery. If you return only part of your order, the original shipping costs will not be refunded.
We may withhold refund until we have received the product, or until you have demonstrated that you have shipped the product.
Condition of the product
During the cooling-off period, you may unpack and inspect the product as you would in a shop. Please return the product in its original packaging as much as possible.
If you use the product beyond what is necessary to assess it (for example, a heater that has been fired up), we may deduct the resulting depreciation — up to the full purchase price — from the refund.
Custom-made products: defects and complaints
No right of withdrawal applies to custom-made hot tubs, saunas, jacuzzis and ice baths. Of course, you are still entitled to a sound product (statutory warranty).
Have you noticed a defect or fault upon delivery or during use?
- Send an email to [email protected] with your order or quote number, a description of the problem, and clear photos.
- We will contact you within 2 business days.
- Together, we will determine the appropriate solution: repair, replacement of parts, or another solution that fits the situation.
Transport damage
Check your order immediately upon receipt. Report any transport damage within 24 hours of receipt via [email protected], including photos of the damage and the packaging.
Business customers
The right of withdrawal applies exclusively to consumers. For business purchases (B2B), returns are only possible after prior consultation and written consent from Qrest.
Contact
Qrest · Luchtenhorst 10, 7207 BV Zutphen · [email protected] · Chamber of Commerce 77208692
Model withdrawal form
(only complete and return this form if you wish to withdraw from the agreement)
To: Qrest, Luchtenhorst 10, 7207 BV Zutphen, [email protected]
I/We (*) hereby give notice that I/we (*) withdraw from our contract regarding the sale of the following goods (*):
- Ordered on (*) / Received on (*):
- Name of consumer(s):
- Address of consumer(s):
- Signature of consumer(s) (only when notified on paper):
- Date:
(*) Delete as applicable.
