Returns, Withdrawal, Cancellations and Defective Products Policy

Last updated: September 14, 2026

At Boutique du Routier, some products are produced only after an order is placed. This helps us offer specialised products while avoiding unnecessary stock.

Producing an item after an order is placed does not automatically make it personalised. This policy therefore distinguishes between standard products and products manufactured according to a customer’s individual specifications.

Nothing in this policy limits any mandatory consumer rights provided by applicable Dutch, European Union or local consumer law.

1. Fourteen-Day Right of Withdrawal

Consumers purchasing a standard, non-personalised product online generally have the right to withdraw from their purchase without giving a reason.

The withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, receives the product.

If one order is delivered in multiple shipments, the withdrawal period starts after receipt of the final product or final part of the order.

You may also notify us that you wish to cancel a standard, non-personalised order before it has been delivered.

To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires. You may do this using the withdrawal function on our website, where available, or by sending a clear statement by email.

Contact details:

Boutique du Routier
Julianastraat 12
5611 HT Eindhoven
The Netherlands

Email: info@boutiqueduroutier.fr

Please include:

• your full name;

• your order number;

• the product or products concerned; and

• a clear statement that you wish to withdraw from the purchase.

You do not have to provide a reason. You may use the model withdrawal form at the end of this policy, but its use is not mandatory.

An account or login is not required to exercise the right of withdrawal.

2. Returning a Product After Withdrawal

After notifying us of your withdrawal, you must return the product without undue delay and no later than 14 days from the day on which you informed us.

Returns must be sent to:

Boutique du Routier
Julianastraat 12
5611 HT Eindhoven
The Netherlands

We recommend contacting us before sending the product so that we can provide return instructions and avoid unnecessary delays. Prior authorisation is not a condition for exercising a statutory right of withdrawal.

Please retain your proof of shipment until the return and refund have been completed.

3. Condition of Returned Products

You may inspect and handle a product only to the extent reasonably necessary to establish its nature, characteristics and functioning, as you would normally be permitted to do in a physical shop.

Where reasonably possible, returned products should be complete and include all supplied parts, accessories and original packaging.

Original packaging is recommended but is not an absolute condition for exercising a statutory right of withdrawal.

You may be held responsible for a reduction in value resulting from handling that goes beyond what is reasonably necessary to inspect the product.

4. Return Shipping Costs

When exercising the statutory right of withdrawal because you changed your mind, ordered the wrong standard option or no longer want the product, you are responsible for the direct cost of returning it.

This applies only where you were informed about these return costs before completing your purchase.

We will cover reasonable return costs when:

• the product is defective;

• the product arrived damaged;

• you received the wrong product;

• the product is materially different from its description; or

• the return is required because of an error attributable to Boutique du Routier.

We may provide a prepaid return label or another suitable return method in these situations. Please contact us before returning a damaged, defective or incorrect product.

5. Refunds Following Withdrawal

Following a valid withdrawal, we will refund:

• the price paid for the returned product; and

• the original standard delivery charge, if one was paid.

Additional delivery costs resulting from choosing a delivery method more expensive than our least expensive standard delivery option will not be refunded.

The refund will be issued using the same payment method used for the original transaction, unless another method is expressly agreed. You will not be charged a fee for receiving the refund.

We will process the refund without undue delay and no later than 14 days after being informed of your decision to withdraw.

We may withhold the refund until:

• we have received the returned product; or

• you have provided evidence that the product was sent back,

whichever occurs first.

A reasonable deduction may be made for any reduction in value caused by handling beyond what was necessary to inspect the product.

6. Products Excluded From the Right of Withdrawal

The statutory right of withdrawal does not apply to products that are manufactured according to a consumer’s individual specifications or that are clearly personalised.

Examples may include products that:

• are manufactured using individual measurements supplied by the customer;

• include a personalised name, company name, logo, photograph, registration number or custom text;

• use a custom design created specifically for the customer;

• use a non-standard colour, material, dimension or configuration specifically requested by the customer; or

• are otherwise uniquely personalised and cannot reasonably be resold.

A product is not considered personalised merely because it is manufactured after the order is placed.

Selecting a standard size, standard colour, standard truck model or another fixed option offered on the product page does not normally make the product personalised.

When the right of withdrawal does not apply, this will be clearly communicated on the relevant product page before the order is placed.

The exclusion from the right of withdrawal does not affect your rights if a personalised product is defective, damaged, incorrect or not as described.

7. Cancelling an Order Before Dispatch

If you wish to cancel an order before dispatch, contact us as quickly as possible:

Email: info@boutiqueduroutier.fr

For standard, non-personalised products, requesting cancellation before dispatch does not remove or limit your statutory right of withdrawal.

For genuinely personalised products, cancellation may no longer be possible once production has started. If production has not yet started, we will make reasonable efforts to cancel the order.

Any voluntary cancellation of a personalised order will be assessed according to its production status. This does not affect mandatory rights relating to defective, damaged, incorrect or non-conforming products.

8. Damaged, Defective, Incorrect or Incomplete Products

Please contact us if:

• the product arrived damaged;

• the product has a manufacturing defect;

• you received the wrong product;

• parts or accessories are missing; or

• the product is materially different from its description.

Email: info@boutiqueduroutier.fr

To help us resolve the issue quickly, please provide:

• your name and order number;

• a description of the problem;

• clear photographs of the product;

• photographs of the packaging and shipping label, where relevant; and

• any other information reasonably necessary to assess the issue.

We recommend reporting visible transport damage as soon as reasonably possible. Failure to contact us within 14 days does not automatically remove or limit any statutory guarantee or other mandatory consumer right.

9. Remedies for Defective or Non-Conforming Products

Products sold to consumers are covered by the applicable statutory guarantee of conformity.

If a product is defective, damaged, incorrect or not as described, we will provide an appropriate remedy in accordance with applicable consumer law.

Depending on the circumstances, this may include:

• repair;

• replacement;

• completion of missing parts;

• a proportionate price reduction; or

• a full or partial refund.

Repair or replacement will be provided without unreasonable inconvenience and without charge where required by law.

If repair or replacement is impossible, disproportionate, unsuccessful or not completed within a reasonable period, you may be entitled to a price reduction or termination of the purchase agreement.

Boutique du Routier will cover reasonable return, repair and replacement costs when the problem is attributable to us.

These rights apply separately from the 14-day right of withdrawal.

10. Colour and Image Differences

Product photographs and illustrations are intended to represent the products as accurately as reasonably possible.

Minor colour differences may occur because of screen settings, lighting, photography, materials or production batches.

A minor difference that does not affect the agreed characteristics or normal use of the product is not automatically a defect. This does not exclude your rights when the product is materially different from its description or from what was agreed.

11. Voluntary Returns Outside the Statutory Period

Requests made outside the statutory withdrawal period may be considered at our discretion.

Accepting one voluntary return does not create an obligation to accept future returns in similar circumstances.

Any voluntary return conditions will be communicated and agreed before the product is sent back. Mandatory consumer rights remain unaffected.

12. Business Customers

The statutory consumer right of withdrawal applies to natural persons acting for purposes outside their trade, business, craft or profession.

An order placed primarily for professional or business purposes may not qualify for the consumer right of withdrawal.

Any voluntary return accepted for a business order will be assessed separately. Rights relating to defective products and any mandatory laws applicable to the transaction remain unaffected.

13. Return Address and Contact Details

Boutique du Routier
Julianastraat 12
5611 HT Eindhoven
The Netherlands

Email: info@boutiqueduroutier.fr

Please do not send products cash on delivery. Packages sent cash on delivery may be refused.

14. Model Withdrawal Form

Complete and send this form only if you wish to withdraw from the purchase. Using this form is optional; any other clear statement is also acceptable.

To:

Boutique du Routier
Julianastraat 12
5611 HT Eindhoven
The Netherlands
Email: info@boutiqueduroutier.fr

I hereby give notice that I withdraw from the contract for the purchase of the following product or products:

Product or products:

Order number:

Ordered on:

Received on:

Customer’s full name:

Customer’s address:

Customer’s email address:

Date:

Customer’s signature, only when this form is submitted on paper:

15. Questions

For questions concerning withdrawals, returns, cancellations, damaged products or warranty claims, contact:

Email: info@boutiqueduroutier.fr

We aim to handle every request fairly, clearly and in accordance with applicable consumer law.