Shipping and Returns

Shipping My Order

• How will my order be delivered?
  Once we have received your order, our team in the warehouse will immediately start processing it. After it has been carefully packed, we will hand over your package to our shipping carrier, who will deliver it to you.
  The following shipping carriers process our orders: PostNL & UPS.

• When will I receive my order?
  If you place and pay for your order on weekdays before 3:00 PM, you will receive your order within 2 business days in the Netherlands, provided the products are in stock. International shipments will take 10 business days. In other cases, you will be informed about the estimated delivery time.

• How much are the shipping costs?
  We charge a standard shipping fee of €9 per package (up to 20 kg) within the Netherlands.
  We also ship internationally, and shipping costs vary by country. For more information and prices, please contact us.

• How can I track my order?
  After your order is shipped, you will receive a track & trace code. With this code, you can track your order on the website of our shipping carrier.

• What if I’m not home on the expected delivery date?
  If no one is home when your order is delivered to the specified address, the shipping carrier will try to deliver it again at a later time, or leave a “missed delivery” note with instructions on how to receive your package.
  If you want to change the delivery time, you can do so through the shipping carrier.

• I don’t want the package delivered to my neighbors.
  You can indicate when placing your order that you do not want your package delivered to your neighbors. Simply include this request in the "additional message" section.

• My order has been shipped but I haven’t received anything yet.
  It can happen that something goes wrong during transit, or that no one was home at the time of delivery, or there was another form of miscommunication, which results in a delayed delivery. If your order has been in transit for more than 3 business days, we ask that you contact us.

• What happens if my delivery is lost or damaged?
  This rarely happens, but in the event that your order is lost, we will resend it. If your package arrives damaged, please take photos of the damage. In case of damaged products, these can be returned, and we will send a replacement.

Returning My Order

• Return request for defective/damaged products
  If you have received a damaged product, we apologize! Despite careful handling, it can occasionally happen that a product is defective or damaged upon arrival. Please contact us so we can discuss the issue with you. In many cases, we can resolve this without requiring a return.

• Shipping costs for returns
  If it has been agreed that items can be returned, the shipping costs for the return are your responsibility. We will cover the shipping costs for returns made after delivery.

• How long will it take to receive a replacement product?
  Once your returned item has been received, we will inspect it. If the item is defective/damaged, we will send you a replacement. This process typically takes about 10 business days, meaning you will receive your new product within 14 business days.

• Damaged product
  If the product or packaging is damaged beyond what is necessary to inspect the item, we may charge you for the depreciation in value. Please handle the product carefully and ensure it is well-packed when returning.

Warranties

• Damaged on arrival
  If you accidentally received a defective or incorrect product, please return it within 7 days of receipt. Please note: contact us before returning the defective product.

• Product warranty
  StartwinMX.com offers a 12-month warranty from the date of purchase. If a defect occurs during this period under normal use, you can request a replacement product. You must return the defective item before a replacement is sent. Please contact us before returning the item. If you are unsure, we may ask you to send the product to us so we can assess whether you are entitled to claim the warranty.
  You are not entitled to a warranty if any of the following conditions apply:
  • The product is damaged due to neglect or poor maintenance.
  • The product is damaged due to normal wear and tear.
  • The product has defects caused by external factors (such as impact, sand, moisture, or water damage).

Once we determine that you are entitled to a warranty, we will attempt to repair the product. If repair is not possible or is unreasonable, you can receive a replacement product or a full refund.

• Improper use
  If the defect was caused by impact, water damage, improper use, or the product is within the expected wear and tear from normal use, you are not eligible for repair or replacement.

• Cooling-off period & right of withdrawal
  Consumer purchases are subject to the "distance selling" law.
  You have the right to cancel your order within 14 days of receipt without providing a reason. After cancellation, you have an additional 14 days to return the product. You will receive a full refund, including shipping costs. The return shipping costs from your home to our warehouse are at your expense. These costs are approximately €6.95 per package. Please check the rates of your carrier for the exact amount.
  If you exercise your right of withdrawal, the product must be returned with all provided accessories and, if reasonably possible, in the original condition and packaging. For all electronics and computer components, this applies to sealed original packaging.
  To use this right, please contact us at info@startwin.com. We will refund the full order amount within 30 days after the return has been confirmed, provided the product has been returned in good condition.