Returns: it sounds so simple. But did you know that a surprising amount can go wrong when returning a product? At our family business, we get packages returned every day, and sometimes it’s a real spectacle. From products wrapped in gift wrap (festive, but not so practical) to items lying around without their accessories in an oversized box. And believe it or not, occasionally we receive a return in a used pizza box.
We get it. Returns are not something you think about every day, and if no one has ever explained to you how to do it properly, how would you know? Don’t worry, we’re happy to help you with that! Because proper returns are not only nice for us, but also for you. That way you get your money back faster and together we ensure less waste.
So, how do you return something the right way? Grab a cup of coffee (or tea) and read on!
Step 1: The return notification – let us know about the return of a package
Before returning anything, it’s helpful to indicate that you have a return. This varies by webshop or platform:
- Bol.com, Amazon, Kaufland & other platforms: Register returns via the respective platform. Here you will also receive the return label.
- Hearing Good (hooray, you ordered directly from us!): Send us an email at [email protected] with your order number and let us know you want to return.
Sometimes we are asked for a reason for return. This is not required, but helps us understand why a product is not to your liking. Maybe we can improve our products or help you better with your next order!
Oh, and another tip: if you have a choice between letterbox mail or package, choose letterbox mail if the item just fits through the mailbox. Did the letter carrier deliver it without ringing the bell? Then return it as mail.
Step 2: Prepare the product for return – like wrapping a gift (but neatly)
Well, you’re going to return something. How do you make sure we receive it cleanly?
- Check that everything is complete. Think cords, adapters, instruction manuals – really, everything that came with it. That one cable you wanted to keep for your phone charger? Alas, that really comes with it.
- Clean the product. We like to receive items without traces of earwax, hair, peanut butter, candle wax or other mysterious substances. Sounds logical, but trust us: we’ve seen a lot of strange returns come through.
- Place the product neatly back in the original product packaging. If the box or bag it was in is still whole, use that.
Tip: Think of it as returning a borrowed book. You don’t return it with dog-ears and coffee stains, do you?
Step 3: Wrap – not in gift wrap, but in a sturdy box
This is a crucial step that often goes wrong. A properly packed return package ensures that the product arrives to us undamaged.
- Use a sturdy shipping box. Preferably the box in which we sent it to you. Don’t have one anymore? A shoebox is a great alternative (provided it doesn’t smell like food waste). What you should not do: put the item loose in a plastic bag or folded envelope.
- Tape the box tightly shut. No need for complete tape artistry, just make sure the box doesn’t spontaneously pop open on the way.
- Attach the return label to the box. You will receive this via the platform you ordered from or via email from us.
Step 4: Shipping – take it to a postal point yourself
Time for the last part: the package has to go out the door!
- Deliver it to a DHL or PostNL point (depending on the return label you received).
- Always ask for a shipping receipt. In case something goes wrong, you’ll have proof that you actually sent it.
- And tada, done! Now you just have to be patient until we process your return.
Why is a neat return important?
We understand that as a customer, you may not always consider the impact of a sloppy return package. But did you know that a damaged return directly costs you money? Here are a few examples:
🚨 Products returned without packaging or accessories: We can no longer sell them as new and therefore have to write them off. That means loss for our family business.
🎁 Packages wrapped in gift paper or envelopes: It looks cozy, but the product is then often damaged and unsalable.
🔄 Return used products: We can no longer sell a hearing aid that has already been in someone’s ears as new. Second chances we sell at no profit, purely to avoid waste.
And no, this is not a lament, but a peek behind the scenes. Because did you know that 1 out of every 25 returns to us is wrapped in gift wrap? Sweetly intended, but not practical.
By returning a product properly, you help us process it properly. And that means you get your money back faster AND together we waste less.
Just to recap
✅ Report your return via the platform or through us (at Horend Goed).
✅ Make sure the product is clean and complete. No missing accessories or earwax dressing.
✅ Use a sturdy shipping box. No gift wrap, plastic bags or pizza boxes.
✅ Stick the return label on the box and take it away. Ask for a shipping receipt to be sure.
It was! Hopefully this guide will help you have a flawless return. If you have any questions, feel free to send us a message.
Together, let’s ensure a smooth return process, with respect for both the product and the people who process it.
