Logo

Handling customer returns

On this page, you can read how customer returns are handled with Logistics via bol.

Handling customer returns

1

Assessment of a returned item

A customer can always return an item for free within 30 days of receipt. Once we receive the returned item, we first assess its condition. We check if the correct item has been returned, if it's complete, and if both the packaging and the item itself are undamaged. Then we assign one of the following 3 statuses to the item:

  • Resalable
    Is this the correct item, and are both the packaging and the item itself completely intact? Then the item is returned to resalable stock.
  • Resalable after additional handling
    Is the item not immediately ready for sale, but can we refurbish it for you? Then we perform these actions and subsequently add the item to resalable stock so it can be sold again. An item qualifies for this if it is, among other things, complete, fully intact, and returned in its original packaging. For example, the item will be cleaned, neatly repacked, unstickered and resealed.
  • Unsalable
    Is the packaging or the item damaged and no longer suitable for sale in this condition? Then the item is placed in unsalable stock.
2

Return policy

An optimal customer experience, that is our goal. We aim to be a platform where customers can shop carefree and return items for free without any hassle. This is a deliberate choice, as it contributes to customer satisfaction, and satisfied customers are more likely to return for more purchases. This way, the platform remains successful.

The customer experience is not the only driving force behind our current return policy. Both for bol and for you as a partner selling via bol, the laws and regulations regarding the right of withdrawal apply. We must adhere to these together. This also means that returned items can be refused in the following situations:

  • Customer fraud, when the purchased item has intentionally not been returned by the customer.
  • Audio/video/software, where the seal has been broken.
  • Hygiene items that cannot be cleaned, such as sex articles.
  • Incomplete returns, where the main item is missing from the packaging.
3

Three situations

The following situations may occur during the return process:

  • The item is returned too late
    It can happen that a customer, after consulting with customer service and with you, still returns the item after 30 days. The return policy is the same as for items returned on time: if the item is still resalable, it will be offered again via bol; if the item is unsalable, it will be placed in unsalable stock.
  • The return shipment gets lost in the mail
    If an item is lost during the shipping process between the customer and the fulfilment center, bol will reimburse the costs you incurred for Logistics via bol and a portion of the item's sales value. In appendix 1 of the terms and conditions, you can find the reimbursement percentage per item.
  • The customer contacts us about returning an item
  • We take care of both the return shipment and any questions the customer may have about it. So, you don't need to do anything further.

Frequently asked questions about

customer returns with Logistics via bol