Warranty and returns at Retulp
Retulp is all about reuse. Not about waste. Have a problem with your bottle, cup or lunch product? Or would you like to return something? We will be happy to help you; provided the product was purchased through the Retulp webshop, within the past year.
Was the product purchased elsewhere or did you get it through a company or from someone else? Then warranty or returns always go through the original retailer. But don't worry: we still offer you a durable solution. Read further at the bottom of this page what we can do for you.
We are a small team and do our best to help you the best we can. Timo from our customer service team works three days a week. Usually you get an answer quickly, sometimes it takes a little longer. But you always get a personal message.
Warranty on your Retulp product
Do you have a problem with your water bottle or lunch product? Of course that sucks. Our products are made with care, but they remain utensils. Sometimes something breaks or wears out faster than you had hoped. What is covered under warranty?
- If within six months something breaks that is not due to misuse
- For example if the cap does not close properly or the product leaks under normal use
- If the product does not do what you expect
We have a warranty period of six months. The assessment is always done by us or by the store where you bought the product.
Please note that all products are covered by the legal warranty. A product must do what you can reasonably expect of it as a consumer.
What is not covered by warranty?
- Scratches or dents from falling or bumping
- Wear to the coating or print through normal use
- Damage from dishwasher use (which we strongly advise against - high temperatures can damage the coating and cap)
- Use of soft drinks, juice or carbonated drinks in bottles not intended for them
Didn't buy the product through our webshop?
Is your product not purchased through the Retulp webshop, but received as a business gift or through a store or company? Then warranty or returns always go through the point of sale where it was purchased.
Yet we like to think with you. Because we want to avoid waste and would rather not leave you with a broken or unusable product, we offer you the following solution:
We give you a discount code for 50% off a new order through our webshop, so you can choose a new product or loose cap at a reduced price, while the current product - some of which is still fine - is not needlessly thrown away. Good for you and better for the environment.
- Valid only once on www.retulp.nl
- Valid for a total amount up to € 100
- Multiple items in one order possible with 50% discount
- Free shipping from € 40
Would you like to receive this discount code? Please email us with a brief explanation of your product and we will send the code to you personally.
Returning anyway? Preferably not, but it is allowed
We want to avoid waste and unnecessary transport. Returns mean extra packaging, CO2 emissions and work. That's why we prefer not to send products up and down if we don't really have to.
Do you have a product that is not entirely to your liking, but still in good condition? Then we are happy to offer you a 50% discount code. This way you can keep the current product and choose another product at a discount. A sustainable solution that benefits everyone.
Would you still like to return something? Then you can, if it meets the following conditions:
- The product is unused and undamaged
- You send it back preferably in the original packaging
- Add a receipt or proof of purchase
- Engraved or printed products cannot be returned.
- Returns must be reported within 14 days after receipt
You can register a return via the contact form or by e-mail. Then send your product to our return address (see below). Return shipping costs are always at your own expense, unless we made a mistake.
Money back? What you need to know
Once we have received and approved your return, we refund the amount. Usually this happens within 14 days. What's good to know:
- We use the same payment method as you used for your purchase
- If you only return part of your order, you will only be refunded that part.
- Shipping costs are only refunded if the entire order is returned
- Returns cost us time and money - consider first if a discount code is not a better option
- Keep product = less return shipping = better for the environment
Complaint or problem? We are happy to solve it!
Did something go wrong? Or do you have a complaint about the product or our service? Let us know through the contact form. We will respond within 14 days. Our customer service is done by Timo. He works three days a week. Usually you get an answer quickly, sometimes it takes a little longer.
You can also visit:
- www.sgc.nl (for consumers)
- www.thuiswinkel.org (for business customers)
Return address
Retulp / Onetrippel B.V.
Vlijtseweg 130
7317 AK Apeldoorn
Frequently asked questions about warranty & returns
You have 6 months warranty on your bottle, cup or lunch product, under normal use. Does something break within that time that is not your fault? Then we will find a suitable solution.
No, without proof of purchase we cannot process a return or warranty. You also need clear photos and a clear explanation. Good to know: many caps are available separately in our webshop. In doubt? Feel free to ask us for a 50% discount code so you can choose an alternative at a discount - that's often more sustainable than returning them.
Problems like a leaking cap or a product that no longer closes properly with normal use. Also if the product doesn't do what you would expect it to. Send us pictures, a short explanation and your proof of purchase. And take a look in our webshop: loose caps can be ordered inexpensively. Here too, it is better to replace than return. Feel free to request a discount code.
Things like scratches, dents from falls, wear and tear on the coating or print, and damage from the dishwasher. Misuse, such as carbonated drinks or freezer use, is also not covered under warranty. Minor damage to cap or bottle? Many parts are available separately. Prefer not to return? Apply for a discount code and choose something new at a discount - better for the environment AND less hassle.
Yes, you can if you contact us within 14 days of receipt. Your product must be unused and undamaged, preferably in its original packaging. Personalized products cannot be returned. Report your return via mail or contact form.
Return costs are at your own expense, unless we have done something wrong. The shipping cost of your original order will only be refunded if you return everything. Returns mean extra transportation, packaging and CO2 emissions. Therefore, we encourage alternatives such as keeping the product with a discount code.
Within 14 days after we have received and approved your return. We refund using the same payment method you used.
We do not exchange directly. However, we are happy to offer you a 50% discount code if your product is still in good condition, but not to your liking. That way you choose something new without waste and we reduce unnecessary transportation - which is sustainable.
Let us know within 48 hours. Send clear photos of the product and packaging. Often we can solve it with a separate part. These are easy to order through our webshop. And: do you want something else? Feel free to request a discount code instead of sending it back - that saves a lot of shipping.
No, products with engraving or printing cannot be returned. We make them especially for you. Something broken or not working properly? Many parts are for sale separately and we are happy to think along or ask us for a 50% discount code for an alternative product.
Rinse the bottle well with warm water and a little baking soda or vinegar. Then let it dry thoroughly without the cap. Storage is best done with the cap off so it can air out.
Wash it by hand, not in the dishwasher. Those high temperatures and harsh agents can damage the coating or cap. Always let the bottle dry thoroughly before storing it.
Contact us and send a picture of the problem. In many cases we can fix it with a replacement part, without you having to replace the entire bottle.
Send us a message through the contact form. We will respond within 14 days. Can't work it out with us? Then you can contact the European ODR platform or www.sgc.nl.
Many of our products are given as gifts or promotional gifts through companies or stores. They buy big, at a competitive price, and in that case the service goes through them. Still, we don't want to leave you empty-handed.
Because the product was not bought through our webshop (where consumers also pay for customer service), unfortunately we cannot replace it for free. What we do: we are happy to offer you a sustainable solution. You can keep the current product (if it is still usable) and you can request a discount code for 50% off a new order. This way you don't have to throw anything away and you can choose something new from our webshop at a reduced price. Would you like to receive the discount code? Please send us a message with subject, discount code and a short explanation (in max 20 words) why you think you are entitled to this discount. We will mail you the code within 1 business day.
Our stainless steel bottles are super strong and made for reuse, but they do need some attention. Don't leave your bottle wet or dirty. Iron particles from tap water, combined with air and standing water, can cause small rust spots - especially around the threads or near the coating edge.
Prevent? Rinse your bottle with warm water after every use, use mild soapy water occasionally and let everything dry thoroughly with the cap off. Is there still a stain? A little baking soda or vinegar often works wonders. This will keep your bottle fresh, clean and ready for years of reuse.
Missing a cap, worn out or broken? No problem. No need to buy a new bottle. In our webshop you can order spare parts - from lids to inner rings. This way you give your bottle a second life and avoid unnecessary waste. Repair instead of replace: that's exactly what Retulp stands for.