Shipping, returns
& warranty.
Everything you need to know about how we ship, how to return an order and what your warranty covers.
Shipping
Processing time
In-stock orders are processed and dispatched within 1–2 business days of payment confirmation. You will receive a shipping confirmation email with a tracking number once the order has left our warehouse.
Delivery within the EU
Standard delivery within the Netherlands takes 1–2 business days. European delivery is typically 2–5 business days. All EU shipments are sent DDP (Delivered Duty Paid), no customs charges for EU customers.
International delivery
We ship worldwide via DHL Express and PostNL International. Delivery times vary by destination, typically 3–7 business days. Import duties, taxes and customs fees are the responsibility of the recipient for orders outside the EU. All devices ship with EU, UK and USA power supply connectors included.
Shipping rates
Shipping costs are calculated at checkout based on destination and package weight. Free worldwide shipping is available on orders above €500 (ex. VAT).
Returns
30-day return window
We accept returns within 30 days of delivery for any reason, provided the item is in its original condition and original packaging. Items showing signs of installation, modification, or damage are not eligible for a full refund.
How to start a return
Contact us at support@cuevacontrol.com with your order number and reason for return. We will respond within one business day with return shipping instructions and an RMA number. Do not ship items back without an RMA number. Unidentified returns cannot be processed.
Return shipping costs
For returns within the Netherlands and the EU we provide a prepaid return label. For international returns, the cost of return shipping is the responsibility of the buyer unless the item was received faulty or incorrectly picked.
Refunds
Once we receive and inspect the returned item, refunds are issued to the original payment method within 5 business days. Software license fees are non-refundable once a device has been activated.
Warranty & faulty items
2-year hardware warranty
All Cueva Control hardware is covered by a 2-year warranty against manufacturing defects. The warranty does not cover physical damage, water damage, or damage caused by improper installation.
Faulty on arrival
If your item arrives damaged or not functioning, contact us within 7 days of delivery. We will arrange a free replacement or full refund including shipping costs. Please retain all original packaging for damaged-item claims.
Warranty repairs and replacements
In-warranty repairs or replacements are handled via our RMA process. Turnaround time for a warranty repair is typically 5–10 business days from receipt of the item at our workshop.
Need to return an item or start a warranty claim?