Returns

Everything you want to know.

How can I return my product?

It's possible that you're not entirely satisfied with the product and would like to return it to us. You can return the product to us within 30 days of delivery. Depending on the size and weight of the product you're returning, you can find the return process below.

Package return shipment
If you can lift the item you're returning yourself, such as taps and wash basins weighing up to 20 kg, please follow these steps:

1. Click this link to select a drop-off point and print your free return label.
2. To do this, use the old track & trace number and follow the steps. If you don't have a track & trace number, please contact our customer service .
3. Place the product neatly and cleanly back into the product box.
4. Place the product box in the original shipping box. If you no longer have it, please arrange for a sturdy outer box to ensure the product box remains undamaged.
5. Add the invoice or packing slip and note the reason for return.
6. Stick the return label on the box.
7. Drop off the package at your chosen carrier and include the following return address:
   Djati & Mastello BV
   New Havenweg 16G
   1216 BS Hilversum
8. The return costs are at our expense.

Please note: We thoroughly inspect returned products. If they show signs of wear, such as scratches or other damage, the purchase price or part thereof will not be refunded.

Pick-up from our delivery service
When returning large products, such as bathroom furniture and bathtubs, it's not possible to hand your package over to a carrier. We understand that it's not always feasible to deliver the product to us yourself. In that case, our delivery service can collect the product from your home, and the return process will proceed as follows:

1. Please register the return with our customer service .
2. Customer service will schedule an appointment for you with our delivery service.
3. The delivery person will contact you to make a pick-up appointment.
4. Place the product neatly and cleanly back into the product box (if applicable).
5. Place the product or product box in the original shipping box. If you no longer have this box, please arrange for a sturdy outer box to ensure the product or box remains undamaged.
6. Add the invoice or packing slip and note the reason for return.
7. Hand the package to our delivery person.
8. The collection costs of €60,- are at your own expense.

Please note: We thoroughly inspect returned products. If they show signs of wear, such as scratches or other damage, the purchase price or part thereof will not be refunded.

Can I also register extra-large products such as bathroom furniture for return online?

You can submit your return notification to our customer service department . This can be done either by email or by phone.

Can I return one of the products from my order?

Absolutely. All products in your order can be returned individually. You can find the complete returns process under "How do I return my product?"

What if one part of my order is missing?

Please contact our customer service . They will work with you to find a solution.

Which products cannot be returned?

Unfortunately, all custom-made and custom-made products cannot be returned. We also cannot accept returns of used, installed, or incomplete products.

Can I exchange my product?

That's possible. However, to keep our accounting and inventory in order, we need to split this into 1) a return and 2) a new order.

1) You can return the product. See the steps under "How do I return my product?" Once we've received and processed your return, we'll refund you within 7 business days.

2) You can order the new product on our website using the regular process. The invoice must be paid immediately. Unfortunately, it's not possible to offset the old and new invoices against each other.

How quickly will I receive my money after returning an item?

After processing your return, we'll refund you within 7 business days. If the refund hasn't been credited to your account after 10 business days, please contact our customer service .

How should I pack my product for a return?

Place the product in a sturdy box. Preferably the original packaging, so that both the product and the box remain undamaged. If you no longer have the box, that's a shame, as we can no longer sell the product at its original price. Therefore, we will deduct 20% from the refund amount.