PromoBuddy

Cancellation and returns

Version: 9 October 2026

This page explains when you can withdraw from an order, how to return a product and what to do if something is wrong with your order.

When you can withdraw

  • Consumers have a cooling-off period of 14 days. It starts on the day you receive the product. If your order arrives in several shipments, the day you receive the last shipment counts.
  • Unprinted products (ordered with "Order without logo") can be returned within those 14 days without giving a reason.
  • Printed products cannot be returned under the right of withdrawal. They are made to your specifications, with your own logo or design (Article 6:230p(f) of the Dutch Civil Code).
  • Business buyers have no right of withdrawal.

How to withdraw

  1. Let us know within 14 days of receipt that you wish to withdraw, via the contact page or by phone at +31 (0)75 647 57 47. Include your order number. You may use the model form below, but you do not have to.
  2. We will tell you which address to return the product to.
  3. Return the product within 14 days of notifying us, unused and in its original condition.
  4. The cost of returning the product is yours.

Refund

  • We refund the price of the withdrawn products, plus the standard delivery costs you paid for them.
  • We refund you within 14 days of your withdrawal, using the same method you used to pay.
  • We may wait with the refund until we have received the product back, or until you show that you have sent it back.

Complaints and defects

Withdrawing is not the same as making a complaint. If a product is damaged, incorrect or not as agreed, the following applies, also to printed products:

  • Report it as soon as possible after receipt via the contact page, with your order number and photos.
  • Business buyers report a defect within 14 days of delivery.
  • Consumers report a defect in good time, and in any case within two months of discovering it. Your statutory warranty remains in place.
  • If your complaint is justified, we arrange a repair, a replacement delivery or a (partial) refund.

Small deviations in colour, position or quantity are common with printed products. You can read more about this in the terms and conditions.

Model withdrawal form

Only complete this form if you wish to withdraw from the contract. You can also give us the details in your own words.

  • To: Het Portaal Media B.V., Veerdijk 40-H, 1531 MS Wormer, Nederland
  • I hereby withdraw from the contract for the following products:
  • Order number:
  • Ordered on:
  • Received on:
  • Name:
  • Address:
  • Signature (only if you send this form on paper):
  • Date: