Frequently Asked Questions

How to return my order?

Once your order has shipped, you have 30 days* from the date of receipt to return your product.

Go to your customer account and open the "My Orders" tab. Select the order you want to return and open it. Select “Ask for a return”. This will take you to a form that you will need to complete in order to receive a free return label from us.. Click on "Send".

You will receive a confirmation email confirming that we have received your request. 50five will then contact you and send you a return label so that you can return the product. We recommend that you wait for our label to receive the free return.Use the label we are going to send you. Otherwise, the return fees will be at your own cost

If you do not have an account, click here to fill out the return form. You will receive a confirmation email confirming that we have received your request. You should receive the return label within 3 days.

If you return the product within 30 days* of testing, please return your order in the original packaging and use the original packing slip. The product must be like new. This way, your refund can be processed as soon as possible.

If you return the product as part of its warranty (after 30 days*, but within 2 years), the product must be perfectly packaged (in another box if you have lost the original packaging) in order to prevent the product from being damaged during shipping.

If you no longer have the original slip, please hand write or print a note with your contact information and order number and put it in your package. This will help us identify your order and manage your refund quickly.

If you have an account, you will be able to follow the status of your request, ask questions or submit additional comments by opening your request online.

 

There are a few exceptions to the 30 days return period. You can read more about that here.

What does a “30-day return policy “ mean?

You can exercise your right of withdrawal and return your purchase within 30 days* of the physical receipt of the product. If you wish to return a product, please fill out the return form in your customer account or here if you don’t have an account.

Your right to return your purchase expires 30 days* after the moment you receive it.

• If you ordered products that were delivered to you separately: 30 days* after you received the last product

• If you ordered a product consisting of several parts that were sent to you separately: 30 days* after receiving the last component.

You can only return a complete product, with any included accessories, including any batteries.

If you have difficulties to find our return form, please use this European model form.

 

There are a few exceptions to the 30 days return period. You can read more about that here.

Exceptions to the 30 days return period

At 50five we offer you a 30 days return period. There are, however, some exceptions to the rule. For these products the legal 14 days return period is applicable. Keep that in mind when making your purchase.

The exceptions are:

  • Heat pumps
  • Boilers
  • EV chargers

I have ordered a bundle, but wish to return part of it. Is this possible?

We're sorry to read you wish to return part of your bundle order, but of course this is possible. However, do be advised that it is possible that the bundle discount is no longer applicable.
Say you ordered two products in a bundle and you wish to return one. The discount for that other product is no longer applicable. This can affect the amount you receive back.

What is the warranty period?

For private customers, the warranty on our products in 24 months, starting from the transfer of risk date. Please keep your invoice (either on paper or the electronic version) as proof of purchase. Some products are subject to a longer warranty period, check the product details.

If you are a business customer, a warranty of 12 months is applicable for every purchase, unless a different period of warranty is mentioned on the website.

What are the warranty limitations?

The warranty period starts on the date of transfer of risk (see terms and conditions).

 

Warranty cannot be claimed in case of intentionally caused damaged or negligence, improper use or improper maintenance, normal wear and tear or damage from failure or improper observance of the instructions.

 

 

Are there any terms and conditions for smart product installation?

Yes, we have some general terms and conditions in writing specifically for installation work. If you have any questions about this, please contact us for further explanation.

See the general installation terms and conditions

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