Return & Warranty Policy – BLSTRsander (TWSM Europe BV)

At BLSTR (TWSM Europe BV), we comply with all applicable EU and UK consumer protection laws. This Return & Warranty Policy forms an integral part of the General Terms & Conditions of TWSM Europe BV and is deemed accepted by the customer upon placing an order. Nothing in this policy limits or excludes any mandatory statutory rights of consumers under applicable law.

1. Right of Withdrawal – 14-Day Cooling-Off Period (Unused Products Only)

In accordance with EU Consumer Rights Directive 2011/83/EU and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers have the right to withdraw from an online purchase within 14 calendar days from the day following delivery, without giving any reason.

The right of withdrawal applies only to unused products.

How to exercise the right of withdrawal

To exercise the right of withdrawal:

• the customer must notify TWSM Europe BV by email within 14 days of delivery;

• returns require prior approval by TWSM Europe BV;

• approved returns must be sent exclusively to:
  TWSM Europe BV
  Hof ter Schriecklaan 70
  2600 Antwerp
  Belgium

Conditions applicable to withdrawal returns

Inspection Allowed (Comparable to In-Store Examination)
The BLSTRsander may be removed from the packaging and visually inspected (e.g. holding, examining size and weight), but must not be used in operation.

Security Seal
Each BLSTRsander is equipped with a security seal at the grit ejection area.
If this seal is broken or removed, the device is considered used and no longer qualifies for the statutory right of withdrawal.

No Operational Use with Grit
Any operational use of the BLSTRsander with blasting grit – even for testing purposes – is considered actual use and falls outside the legal right of withdrawal.

Condition of the Device
The device must be returned complete, undamaged and in a condition suitable for resale as new. The customer is liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.

Return Shipping Costs
Return shipping costs are borne by the customer, unless the return concerns a defective or incorrectly delivered product.

If the above conditions are met, TWSM Europe BV will refund the purchase price and the standard outbound shipping costs within 14 days after receipt of the returned product or receipt of conclusive proof of return shipment.

2. Used Devices – Post-Use Assessment (Commercial Goodwill)

If the BLSTRsander has been used operationally (including any use with blasting grit), the statutory right of withdrawal no longer applies.

Without prejudice to statutory warranty rights in case of a defect, TWSM Europe BV may, as a commercial goodwill gesture and entirely at its own discretion, offer a partial refund following physical inspection of the returned device.

After inspection by TWSM Europe BV:

• Light operational use – suitable for resale as refurbished:
  → refund of up to 70% of the original purchase price.

• Heavy operational use – visible wear, contamination, damage or technical impact, not suitable for resale (including as refurbished):
  → no refund (0%).

The assessment is based on objective criteria such as mechanical condition, wear, internal contamination, completeness and resale viability, and is final.

3. Device Returned to the Customer After Evaluation

If, after TWSM Europe BV’s evaluation, the customer decides not to accept the proposed (partial) refund and wishes to keep the device, the device can be returned to the customer.

All shipping and handling costs for returning the device to the customer are borne by the customer.

4. Product Representation & Performance Disclaimer (Surface Suitability)

All photos, videos and demonstrations of the BLSTRsander are genuine and represent real-world performance under appropriate conditions.

The BLSTRsander delivers performance comparable to conventional compressor-based blasting systems for its intended use cases. However, the BLSTRsander is not a miracle solution. Not all surfaces or applications are suitable for blasting, regardless of the equipment used (BLSTRsander, conventional compressor systems or industrial blasting equipment).

Blasting results depend on factors including, but not limited to:

• the type and condition of the surface,

• coatings or contaminants present,

• material hardness and structure,

• the type and grain size of the blasting grit,

• operator technique and working conditions.

If the BLSTRsander functions correctly but results are limited or unsatisfactory due to surface or application unsuitability, this does not constitute a defect or lack of conformity of the device and does not give rise to any right of return, refund or replacement.

Returns or refund requests based solely on surface-related limitations or application incompatibility are considered unjustified, as these factors are outside the control of TWSM Europe BV.

This clause does not affect the customer’s statutory rights in the event of defective or non-conforming goods.

By placing an order, the customer acknowledges having reviewed the available product information and understands that performance depends on material type, surface condition, blasting grit selection and application conditions.

5. Damaged, Defective or Incorrect Items

If the customer receives a damaged, defective or incorrect product, the customer must notify TWSM Europe BV within 48 hours of delivery.

In such cases:

• TWSM Europe BV will bear the return shipping costs;

• TWSM Europe BV will offer repair, replacement or full refund, as appropriate and in accordance with applicable law;

• photographic or video evidence may be requested to facilitate assessment.

6. Warranty – Statutory 2-Year Legal Guarantee

All BLSTRsanders are covered by the statutory legal guarantee under applicable EU and/or UK consumer protection laws (2 years for consumers).

The warranty covers:

• manufacturing defects;

• faults arising from normal and intended use.

The warranty does not cover:

• normal wear and tear;

• damage caused by misuse, incorrect blasting grit, improper handling or use contrary to the instructions;

• damage caused by unauthorized repairs or modifications;

• consumables and wear parts.

To initiate a warranty claim, the customer must contact customer support with proof of purchase and a clear description of the issue.

7. Return & Warranty Request Procedure

All return requests and warranty claims must be submitted in advance by email and require prior approval by TWSM Europe BV. Unauthorized returns may be refused or returned to the customer at the customer’s expense.

8. Language and Legal Validity

In the event of any discrepancies, inconsistencies or differences in interpretation between the English version of this Return & Warranty Policy and any translations thereof, the English version shall prevail and be legally binding, to the extent permitted by applicable mandatory consumer protection laws.