1. General Returns & Right of withdrawal Policy
This Returns & Right of Withdrawal Policy applies to all purchases made through the webshop of The Caveman Grill.
Different rules apply depending on whether the customer is:
• Consumer (B2C): a natural person acting outside their trade, business or profession.
• Business Customer (B2B): a person or entity acting for business, commercial or professional purposes.
Mandatory consumer rights under the laws of the customer’s country of residence remain unaffected.
Many of our products are large, heavy, palletised and/or fragile.
• Grill models are normally shipped palletised and, if returned, will normally also be collected palletised.
• Separately ordered accessories and smaller items are normally shipped and returned by parcel service.
• Accessories ordered together with grill models normally will be shipped together with the grill models and are palletised, but will be returned by parcel service.
For safety, quality and damage-prevention reasons, return transport will always be arranged by The Caveman Grill or its appointed logistics partner. Customers must not arrange return transport themselves.
2. Consumer Policy (b2c)
2.1 Right of Withdrawal
If you are a consumer residing in the European Union, you generally have the legal right to withdraw from your purchase within 14 days after delivery, without giving any reason, unless a legal exception applies. To exercise this right, you must notify us by email or other clear statement before the 14-day period expires.
2.2 Return Costs
Unless otherwise agreed, the consumer bears the direct cost of returning the goods. Because return transport is arranged by us, the return cost will normally be based on the same or an equivalent transport method used for the original delivery.
Therefore:
• pallet returns will normally be similar to the original pallet delivery cost;
• parcel returns will normally be similar to the original parcel delivery cost.
No return charge will exceed the actual direct transport cost. Where required by law, we will inform consumers before purchase of the applicable return cost or a clear estimate.
2.3 Refunds
Refunds will be processed without undue delay and no later than 14 days after:
• returned goods have been received; or
• collection has been completed; or
• legally sufficient proof of return has been provided.
Refunds will be made using the original payment method unless otherwise agreed. Any lawful return transport costs may be deducted where permitted by applicable law.
2.4 Condition of Returned Goods
Consumers are only liable for any diminished value caused by handling beyond what is necessary to inspect the goods. Where reasonably possible, goods should be returned complete and in original packaging.
2.5 Exceptions
The statutory right of withdrawal may not apply, or compensation for diminished value may be charged where legally permitted, in the following situations:
• customised or made-to-order goods
• personalised goods
• goods that have been used beyond what is necessary to inspect their nature, characteristics and functioning
Grills, barbecues and related accessories are products that normally show signs of use after first operation, ignition, heating, cooking or outdoor use. Where such use goes beyond what is necessary to inspect the goods, the customer shall be liable, where permitted under applicable law and regulations, for any resulting diminished value.
2.6 VAT / OSS (EU Consumer Orders)
For consumer sales within the EU, VAT may be charged according to the destination-country VAT rate under the One Stop Shop (OSS) scheme. Returns and refunds will be processed using the VAT treatment applicable to the original order.
3. Business Customer Policy (B2B)
3.1 No Statutory Right of Withdrawal
The statutory 14-day consumer withdrawal right does not apply to business customers. Orders placed by business customers are binding once accepted, unless otherwise agreed in writing.
3.2 Returns
Returns from business customers are accepted only with prior written approval from The Caveman Grill. Unauthorised returns may be refused. Approved return transport will be arranged by us or our logistics partner unless otherwise agreed.
3.3 Return Costs
Return transport costs are borne by the business customer unless otherwise agreed in writing. Restocking or handling charges may apply where legally permitted and previously communicated.
3.4 VAT
Business customers with a valid VAT number may qualify for reverse charge or zero-rated intra-Community supply where legally applicable and properly validated.
4. Damaged / Incorrect Deliveries (B2C & B2B)
If goods arrive damaged, incomplete or incorrect, please contact us as soon as possible and preferably within 48 hours after delivery, including photographs where possible. Your statutory rights remain unaffected.
5. Exclusion of the Right of Withdrawal
The right of withdrawal does not apply to goods that are:
• made according to the consumer’s specifications
• clearly personalised
• specially manufactured or ordered at the request of the customer
6. Contact
The Caveman Grill
Caveman Industries BV
Rijksstraatweg 151 | 1396JK | Baambrugge
The Netherlands
Chamber of Commerce: 66248027
VAT nummer:NL856461647B01
Email: info@cavemangrill.com
Phone: +31 (0)6 51.21.62.07
7. Language & Applicable Law
Mandatory consumer rights of the customer’s country of residence remain unaffected. Otherwise, the governing law stated in our Terms & Conditions applies. In case of translation differences, the English version shall prevail unless mandatory local law requires otherwise.