Return Policy

Last updated: 13-03-2026

At OCP Europe B.V. (“OCP”, “we”, “our”, or “us”), we aim to provide high-quality products and clear after-sales support. This Return Policy explains when and how products may be returned, cancelled, replaced, or refunded.

This policy applies to purchases made through our website and, where relevant, to other distance sales channels operated by OCP.

1. Scope

This Return Policy distinguishes between:

  • Consumers (B2C): natural persons acting for purposes outside their trade, business, craft, or profession; and
  • Business customers (B2B): companies, sole traders, workshops, distributors, contractors, or any person/entity purchasing for professional or commercial use.

Certain statutory rights described below apply only to consumers under applicable Dutch and European consumer law. EU consumer contract protections generally apply to buyers acting outside their professional sphere, not to business-to-business transactions.

2. Consumer Right of Withdrawal (14-day cooling-off period)

If you are a consumer and you purchased products from us online or by another distance-selling method, you may withdraw from the purchase within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party indicated by you (other than the carrier), acquires physical possession of the goods.

To exercise your right of withdrawal, you must inform us of your decision by a clear statement sent to:

OCP Europe B.V.
Jelle Zijlstraweg 62F - 1689 ZX - Zwaag - NL 
Email: support@ocpeurope.com / Phone: +31 (0) 229 222 144

You may use the model wording below, although this is not mandatory:

I hereby give notice that I withdraw from my contract of sale for the following goods: [insert description/order number], ordered on [date] / received on [date], name: [customer name], address: [customer address], date: [date].

3. Returning Products After Withdrawal

If you withdraw from the contract, you must send back the goods without undue delay and in any event no later than 14 days from the day on which you informed us of your decision to withdraw.

The deadline is met if you send back the goods before the 14-day period has expired.

Unless we expressly agree otherwise, returned products must be sent to:

Returns Department
OCP Europe B.V.
Jelle Zijlstraweg 62F - 1689 ZX - Zwaag - NL 

4. Return Shipping Costs for Consumer Withdrawals

If you are a consumer and return goods under your statutory right of withdrawal, you are responsible for the direct cost of returning the goods, unless we explicitly state otherwise. Under EU rules, the seller must tell the consumer this in advance; if not, the seller may have to bear the return cost.

If a product, because of its nature, cannot normally be returned by regular parcel service, the return cost may be higher.

5. Consumer Refunds

If you validly withdraw from the contract, we will reimburse all payments received from you for the returned goods, including the cost of the least expensive standard delivery method offered for the original order, where required by law.

We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever occurs first. Refunds must generally be made within 14 days of withdrawal, subject to this right to wait for return or proof of shipment for goods.

Refunds will be made using the same means of payment used for the original transaction, unless expressly agreed otherwise.

We are not required to reimburse:

  • any supplementary costs arising if you chose a delivery method other than the least expensive standard delivery option offered by us;
  • any loss in value resulting from handling the goods beyond what is necessary to establish their nature, characteristics, and functioning.

6. Condition of Returned Goods

Consumers may inspect products to the extent they would reasonably be allowed to do in a physical shop. If the product has been used beyond that level, installed, filled, contaminated, damaged, altered, or is otherwise not in resalable condition, we may apply a deduction for diminished value where legally permitted. EU guidance allows compensation for diminished value when goods are used beyond what is necessary to inspect them.

To help ensure full refund eligibility where applicable, please return goods:

  • unused and uninstalled;
  • complete, with all accessories, manuals, and documentation;
  • in the original packaging where reasonably possible;
  • properly protected for return transport.

7. Exceptions to the Consumer Right of Withdrawal

The statutory right of withdrawal does not apply, or may cease to apply, in situations permitted by law, including where applicable:

  • products made to the consumer’s specifications or clearly personalized;
  • specially ordered or non-stock items sourced specifically for the customer;
  • sealed goods not suitable for return for health protection or hygiene reasons, if unsealed after delivery;
  • goods that, after delivery, are inseparably mixed with other items;
  • services that have been fully performed with the consumer’s prior express consent and acknowledgment that the right of withdrawal is lost once the service is fully performed.

Given the nature of many industrial products sold by OCP, the following are generally not eligible for return once opened, used, installed, contaminated, or specially procured:

  • lubricants, oils, fluids, and chemical products;
  • installed filters, separators, cartridges, and service kits;
  • electrical or electronic parts that have been installed, activated, or tested in the field;
  • custom, made-to-order, or specially sourced products.

Nothing in this section limits any mandatory statutory rights relating to defective or non-conforming products.

8. Damaged, Incorrect, or Defective Products

Please inspect your order promptly upon delivery.

If you receive:

  • a damaged product,
  • an incorrect product,
  • a product with visible transport damage,
  • or a product that appears defective or not in conformity with the order,

please contact us as soon as possible at support@ocpeurope.com and include:

  • your order number,
  • product reference,
  • description of the issue,
  • photographs of the product, packaging, and shipping label where relevant.

Under EU consumer law, consumers are entitled to remedies where goods are faulty or do not conform to the contract. For consumer sales, the seller is liable for lack of conformity that existed at delivery and becomes apparent within the legal guarantee period, which is generally at least 2 years in the EU. Repair or replacement should be provided free of charge, and if that is impossible or not done within a reasonable time, the consumer may be entitled to a price reduction or refund.

For business customers, issues relating to defects, transport damage, shortages, or wrong delivery must be reported within a reasonable inspection/reporting period stated in our Terms and Conditions or sales documents.

9. Legal Guarantee for Consumers

If you are a consumer, you are entitled to the statutory legal guarantee applicable under Dutch and EU law. This means the product must conform to the contract and meet the reasonable expectations you may have, taking into account the nature of the product and any statements made about it.

This legal guarantee exists independently from any commercial warranty we may offer. EU consumer law sets a minimum 2-year legal guarantee for consumer goods.

10. Business Customers (B2B)

For B2B orders, returns are accepted only with prior written approval from OCP and may be subject to conditions such as:

  • the product being standard stock item;
  • the product being unused, uninstalled, and in original resalable condition;
  • return request submitted within 7 days of delivery;
  • proof of purchase and order reference;
  • inspection and approval by OCP before credit is issued;
  • restocking charge of 10% where stated and legally permitted;
  • exclusion of special-order, obsolete, clearance, made-to-order, or non-stock items.

For B2B returns approved by OCP, return transport costs and risk remain with the customer unless we agree otherwise in writing.

11. Non-Returnable Items

Unless mandatory law requires otherwise, the following items are generally non-returnable:

  • specially ordered / non-stock products;
  • custom-made or personalised products;
  • opened or used lubricants, oils, chemical products, and related fluid products;
  • used, installed, or contaminated filters, separators, service kits, or maintenance parts;
  • electrical, control, or sensor parts that have been installed or connected;
  • products damaged after delivery due to improper handling, installation, contamination, misuse, neglect, or operation outside specification;
  • clearance, surplus, or end-of-line items marked as non-returnable.

12. Return Procedure

To request a return, please contact support@ocpeurope.com before sending any goods back.

Please include:

  • company name / customer name,
  • order number and invoice number,
  • product code(s) and quantity,
  • reason for return,
  • photographs where relevant.

If your return is approved, we will provide return instructions. A return authorization may be required before goods are accepted.

Returns sent without prior approval may be refused or processed with delay.

13. Packaging and Risk of Return Shipment

You are responsible for ensuring that returned goods are packed securely and appropriately for transport.

Unless otherwise required by law or agreed in writing, the customer bears the risk of loss or damage during return shipment until the goods are received by OCP.

We recommend using a tracked and insured shipping method.

14. Refunds, Credits, and Replacements

Where a return is accepted, OCP may, depending on the circumstances and applicable law:

  • issue a refund to the original payment method;
  • issue a credit note;
  • replace the product;
  • repair the product;
  • provide a partial refund where legally appropriate.

Any refund, credit, or replacement remains subject to inspection of the returned goods.

15. Consumer Complaints and Contact

If you have any questions about returns, cancellation, warranty, or product conformity, please contact:

OCP Europe B.V.
Jelle Zijlstraweg 62F - 1689 ZX - Zwaag - NL
Email: support@ocpeurope.com
Phone: +31 (0) 229 222 144
VAT number: NL868225691B01
Chamber of Commerce (KvK): 97774529

16. Relationship with Other Terms

This Return Policy should be read together with our:

  • Terms and Conditions
  • Shipping Policy
  • Warranty Policy
  • Privacy Policy

If mandatory consumer law gives you greater protection than this policy, the mandatory law will prevail.