Returns policy
14-day returns. Clear, with no unnecessary hassle.
As a consumer, you can withdraw from a purchase made at DistriNode within 14 days of receipt, without giving any reason. This page explains how to notify us, how to send the product back, when and how much we refund, and what rights you have if a product is defective or damaged, or if we sent you the wrong item.
The short version
You can withdraw from the contract within 14 days of receiving the product. You do not need to give a reason.
We refund the purchase price, including the original standard delivery charge. You pay the cost of sending the product back.
Use the return form, send us an email or use the model form at the bottom of this page. Returns submitted through the return form are processed fastest.
The right of withdrawal is separate from your rights under the legal guarantee of conformity and from any manufacturer's warranty for products that are defective, incorrectly supplied or not as described.
How your right of withdrawal works
As a consumer, you have the right under Directive 2011/83/EU to withdraw from the contract within 14 days. This means:
- the 14-day period begins on the day on which you, or a third party other than the carrier and indicated by you, receive the product; if your order consists of several products delivered separately, the period begins on the day on which you receive the last product;
- you do not have to explain why you are returning the product;
- you inform us within the 14-day period, by an unequivocal statement, that you are withdrawing from the contract, for example via the return form, by email to info@distrinode.mt or using the model form below; you meet the deadline if you send your notification before the 14 days have expired;
- you send the product back to us no later than 14 days after your notification;
- where applicable, we check the serial number, IMEI number or service tag on receipt so that we can match the product to your order.
The right of withdrawal applies to consumers. Business customers (B2B) are not consumers and have no statutory right of withdrawal.
How to start a return
Notify us of your withdrawal
Open the return form and enter your order, product and contact details. You can also notify us of your withdrawal by email or using the model form.
Receive return instructions
We will confirm receipt of your notification and let you know where to send the product. We aim to respond within 72 hours.
Pack the product securely
Send the product back within 14 days of your notification, preferably complete and, where possible, in its original packaging, with all accessories and protective materials. Where possible, please do not write on or stick anything directly onto the product packaging.
Refund
We refund you no later than 14 days after we receive your notice of withdrawal. We may withhold the refund until we have received the product back or until you have supplied evidence of having sent it back, whichever is earlier.
Refunds, delivery costs and timeframes
| Return type | What happens | Return delivery cost |
|---|---|---|
| Withdrawal within 14 days | We refund the full purchase price, including the original delivery charge for standard delivery, no later than 14 days after we receive your notice of withdrawal. If you chose a more expensive delivery method than the least expensive standard delivery, we do not refund the extra cost. | You bear the direct cost of returning the product. |
| Incorrect product supplied | Did we send you the wrong product? We will supply the correct product free of charge or give you a refund. | You pay no return costs. |
| Damaged on delivery | Report visible transit damage as soon as possible and include photos of the product, the packaging and the shipping documents. A product delivered damaged is covered by the legal guarantee: we will repair, replace or refund it free of charge. | You pay no return costs. |
| Defective product | Defective products are covered by the 2-year legal guarantee of conformity: repair, replacement or a refund, free of charge to you. A manufacturer's warranty may also apply. | You pay no return costs. |
We refund you using the same payment method you used for your purchase, unless we have expressly agreed otherwise with you. You will not incur any fees as a result of the refund. When the amount appears in your account may depend on the processing times of your bank, card issuer or payment service provider.
Exceptions to the right of withdrawal
The right of withdrawal does not apply to:
- products made to your specifications or clearly personalised for you;
- sealed products which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery;
- sealed audio or video recordings and sealed computer software which have been unsealed after delivery;
- digital content not supplied on a tangible medium, such as downloads, licence keys or activation codes, if supply has begun with your prior express consent and you have acknowledged that you thereby lose your right of withdrawal.
These exceptions apply only to the right of withdrawal. They do not affect your rights under the legal guarantee if a product is defective, not as described or incorrectly supplied.
Legal guarantee of conformity
Separately from the right of withdrawal, as a consumer you are entitled to a 2-year legal guarantee under Directive (EU) 2019/771. If a product is defective or incorrect, or does not otherwise conform to the contract, it will be repaired, replaced or refunded free of charge to you, including the cost of sending it back. This legal guarantee is separate from any manufacturer's warranty.
Some technical products must first be checked by an authorised distributor, the supplier or the manufacturer's service centre. We will explain how this works and keep the return record linked to your order.
Nothing in this policy is intended to limit rights that cannot be limited under applicable law.
What to include in your return request
- your order number;
- the product name or item number (SKU);
- the email address you used for your purchase;
- if you wish, a phone number on which we can reach you;
- photos if the product is damaged, incorrect, incomplete or defective;
- a short description of the problem if this is not a simple withdrawal within 14 days.
You do not need to give a reason for a withdrawal within 14 days.
Contact details
Receiving and inspecting your return
When we receive the returned product, we inspect it so that we can match it to your order and establish any diminished value. This inspection is not a condition of your right of withdrawal: if you withdraw in time, we will refund you no later than 14 days after we receive your notice of withdrawal. We may withhold the refund until we have received the product back or until you have supplied evidence of having sent it back, whichever is earlier.
If a product is defective, damaged or incorrectly supplied, we decide on repair, replacement or a refund after inspecting it. The sooner the product comes back to us with the right information, the sooner we can give you a clear answer.
Diminished value
You may handle and examine the product as you would in a shop, to establish its nature, characteristics and functioning. If the product has lost value because you used it beyond what was necessary for that purpose, we may deduct the diminished value from your refund.
We make no other deductions: we do not charge for administration, logistics, inspection, testing, repackaging or reversing the payment. We would, however, prefer you to return the product complete and, where possible, in its original packaging, as this helps us process your return more quickly.
Complaints and disputes
Do you have a complaint? Please contact us first at info@distrinode.mt and we will work with you to find a solution. If we cannot resolve the matter together, as a consumer you can contact the national consumer authority or refer your dispute to an alternative dispute resolution (ADR) body.
Model withdrawal form
Only complete and return this form if you want to withdraw from the contract. You are not obliged to use it.