Refund policy

Warranty, returns & right of withdrawal

This page explains your rights when you buy from Siliconesandmore.com: warranty, the right of withdrawal on online purchases, our additional return service and how to cancel an order. Note that different rules apply to consumers than to business buyers, and that your statutory rights depend on where you are buying from. Check which group you fall into first.

Consumer or business buyer?

You are a consumer if you are buying for purposes outside your trade, business, craft or profession. If you are a consumer in the EU or EEA, the statutory rules below apply: a 14 day right of withdrawal, statutory conformity rights and the withdrawal button. Consumers in the United Kingdom have an equivalent 14 day cancellation right under the Consumer Contracts Regulations 2013.

If you are a consumer outside the EU, EEA and the UK, no EU statutory withdrawal right applies to your order. Our voluntary 30 day return service described below still applies, on the conditions stated there.

You are a business buyer (B2B) if you are buying for your company, profession or institution. If you place an order in a company name, or provide a company registration or VAT number, we treat the order as a business order. The statutory right of withdrawal does not apply to business buyers. Our terms and conditions and the business return policy below do apply.

Not sure, or you disagree with how your order was classified? Contact us at info@siliconesandmore.com. Where there is reasonable doubt, we apply the interpretation that is most favourable to you.

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For consumers

Right of withdrawal: 14 days

• The withdrawal period runs for 14 days from the day after you, or a third party you designated other than the carrier, took physical possession of the goods.
• You do not need to give a reason.
• Sending your notice of withdrawal before the period expires is enough to meet the deadline.
• During that period you may inspect and assess the product as you would in a physical shop. Using or processing it further is not permitted.
• You are liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. See the section on chemical products below.
• You bear the direct cost of returning the goods, unless we agree otherwise in advance.

How to cancel online: the withdrawal button

At the bottom of every page of our website you will find the link Withdraw from the contract. This is the fastest route. You do not need to call, email or create an account.

1. Click Withdraw from the contract at the bottom of the page.
2. Enter your name, email address and order number.
3. Confirm your withdrawal in the second step.

You will then automatically receive an email confirmation with the date and time. Keep it as proof.

Prefer to cancel by email or post? That is also possible. Use the model withdrawal form at the bottom of this page, or send your name and order number to info@siliconesandmore.com. The button is the fastest route, not the only one.

Why the button is there

Since 19 June 2026, online sellers selling to consumers in the EU must provide a clearly visible digital withdrawal function. This follows from Directive (EU) 2023/2673. The principle: cancelling a contract should be as easy as entering into one. The button is available throughout your withdrawal period, works without logging in, and we may not make your withdrawal conditional on a phone call or chat conversation. The button supplements your existing rights and does not replace the model withdrawal form.

Additional service: 30 day return window

On top of the statutory 14 days we give consumers a 30 day return window. Note the difference:

• Day 1 to 14 (statutory): you may unpack and assess the product. Broad conditions.
• Day 15 to 30 (our service): the product must be unopened and unused, in undamaged original packaging, with seals intact.

For both periods, custom-made and custom-mixed products are excluded.

Exceptions to the right of withdrawal

• Goods made to your specifications or clearly personalised, including colour-matched topcoats and RTV-2 silicones with an adapted formulation.
• Goods liable to deteriorate or expire rapidly.
• Sealed goods which are not suitable for return for health protection or hygiene reasons and which were unsealed after delivery.

Diminished value on chemical products

Our products are reactive chemical materials. Once a container has been opened we can no longer guarantee that the contents are uncontaminated and within specification, and we may not resell the product. An opened or partially used container therefore has no practical residual value.

In practice: if you open, decant, mix or process a product, we may set the diminished value off against your refund. For opened containers this can amount to the full product value. Want to be sure a product suits your application before you buy? Ask us via customer service or check the information centre.

Statutory guarantee (conformity)

Every product must, in normal use, meet what you can reasonably expect of it. In the EU this conformity right runs for a minimum of two years from delivery.

• The average shelf life of a product is stated in the product data sheet.
• Is there a problem with an unopened product? Contact us.
• We respond within 5 working days with a substantive assessment.
• If there is a defect, you receive a replacement product, a repair or another appropriate remedy. Your further statutory rights are unaffected.
• If a product needs to be returned for assessment or replacement, we cover the shipping cost, unless we agree otherwise in advance.

We cannot offer compensation or accept a return in cases of incorrect use or incorrect processing. When processing, follow exactly the mixing ratio and processing conditions stated in the product documentation.

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For business customers (B2B)

No statutory right of withdrawal

If you buy as a business, you have no statutory 14 day cooling-off period and no right to the withdrawal button. Those rules protect consumers only. What does apply is set out in our terms and conditions and in the policy below.

Our business return policy

We accept business returns as a commercial gesture, on the following conditions:

• You register the return within 14 days of receipt at info@siliconesandmore.com, quoting the order number and item numbers.
• The product is unopened, unused, undamaged and in its original packaging with seals and labelling intact.
• The return has been approved by us in writing in advance. We may refuse shipments sent without approval.
• The cost and risk of the return shipment are yours.
• If handling charges apply for inspection, repackaging or restocking, we state them when we approve your return request, so you know in advance. We do not charge costs afterwards that were not stated up front.

Excluded from business returns: items ordered specifically for you and non-stock items, custom-mixed or adapted formulations, decanted part-quantities, products with limited remaining shelf life, and products whose packaging, labelling or seal is damaged.

Inspection duty, notice periods and warranty

• Inspect the shipment immediately on delivery for quantities, transport damage and packaging condition.
• Report visible defects and transport damage in writing without delay, and no later than 5 working days after delivery.
• Report latent defects without delay after discovery, and in any event within the shelf life of the product.
• Quote the batch or lot number and the product data sheet you are relying on with every complaint.
• Where a defect is demonstrated, we supply a replacement product or credit the invoice amount. Our liability is otherwise limited as described in our terms and conditions.
• Testing a product's suitability for your application and production process is your responsibility. We are glad to advise, but that advice is given without obligation.

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Return procedure

This procedure applies to consumers and to approved business returns.

1. Register your return. Consumers: use the Withdraw from the contract link at the bottom of any page, or email your name and order number to info@siliconesandmore.com. Business customers: email your request and wait for our approval.
2. Create your return label. Go to our returns portal, enter the barcode and your postcode, and download your return label at the bottom.
3. Include your packing slip or write your name and address details inside the shipment.
4. Choose your shipping option. Return using our label, or use your own carrier. In the latter case you bear the cost and the risk yourself.

Important: products with hazard symbols

Part of our range is classified as dangerous goods for transport. You may not simply return these products with an ordinary parcel label. It is not permitted and it can be dangerous.

Is there a hazard symbol on the packaging or label, or are you unsure? Contact us first at info@siliconesandmore.com. We will then determine together how the return can be made safely and in line with transport regulations. We may refuse returns of dangerous goods sent without prior consultation.

Return address

Siliconesandmore.com
Attn. Returns
Koperslager 4
6422 PR Heerlen
The Netherlands

Refunds

• We refund within 14 days of receiving your notice of withdrawal. We may withhold the refund until we have received the goods back, or until you have supplied proof of return, whichever is earlier.
• Refunds are made using the same payment method you used for the original transaction, unless you expressly agree otherwise. You will not be charged any fee for the refund itself.
• On a full return we also refund the standard outbound shipping cost. If you chose a more expensive shipping option, we refund the amount of the standard option.
• On a partial return, outbound shipping costs are not refunded.
• Any diminished value and any agreed handling charges are set off against the refund amount.

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Model withdrawal form

For consumers only. You are not obliged to use this form. The Withdraw from the contract link at the bottom of the page is faster.

To:
Siliconesandmore.com
Koperslager 4
6422 PR Heerlen
The Netherlands
info@siliconesandmore.com

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:

[Description of product(s)]
Ordered on / received on [date]
Name of consumer(s)
Address of consumer(s)
Signature of consumer(s) (only if this form is notified on paper)
Date

Delete as appropriate.

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Questions or need help?

Email info@siliconesandmore.com or use the contact form. We reply on working days: Monday to Thursday from 08:30 to 17:00, Friday from 08:30 to 15:00 (CET).

See also:

• Customer service
• Shipping policy
• Terms and conditions
• Privacy policy
• Contact
• Information centre