Help & Support

Right of withdrawal

1. Withdrawal form Luxemburg
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2. What is the right of withdrawal?

In case of subscription to our offers off JOIN premises (for example: in case of online order on our website, subscription with one of our resellers or during a fair), you have the right to inform JOIN that you are withdrawing from your purchase without penalty and without giving any reason, within 14 calendar days from the day following the conclusion of your contract, or if applicable, the delivery of the products.

In order to do so, you can either use the model withdrawal form available on our website or make another declaration clearly setting out your decision to withdraw from the contract.

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3. How to return the purchased material? (devices and / or accessories)

Material must be returned with its original packaging. You shall bear with the direct expenses of the returning material.

We may withhold reimbursement until we have received the material back or you have supplied enough evidence of having sent it back. Your request shall be accompanied by a copy of the invoice or delivery note.

You are liable for any reduction in value following the use of the material, beyond what is necessary to determine the nature, characteristics and function of the material.

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4. What are the consequences of exercising the right of withdrawal?

Upon exercise of the right of withdrawal, the Parties are discharged from their contractual obligations. We will reimburse to you all payments received from you, including, where appropriate, delivery charges, no later than 14 days after the day on which we were informed about your decision to cancel the contract. (Unless the refund is deferred: see applicable rules in case of return of the material)

Subject to exceptions, you will be reimbursed by the same means as that used by yourself for the initial transaction.

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5. What happens if the service has been already partially provided during the withdrawal period?

You agree and acknowledge in advance that in case of withdrawal from a service following your request, during the withdrawal period, you shall pay an amount in proportion to the service that has already been provided.

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6. Can I exercise my right of withdrawal if the services were fully provided during the period of 14 days?

If you have agreed and acknowledged that the delivery of services can start before the expiry of the withdrawal period and that the services have been fully provided during this period, you have no longer the right to withdraw from the contract, as long as you were duly informed and at that moment you have acknowledged losing this right.

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Data sheets: Luxemburg

Internet@Home Offers
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Data Sheets Archives - Luxembourg

Promotional offers
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Price List

BANANA SIM Service description
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Administrative Fees Luxembourg
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Price List JOIN
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Legal Notice

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My JOIN App - Conditions of use
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General Data Protection Regulation/GDPR

Respect of Privacy
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Cookie Policy
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Online Dispute Resolution

What is the ODR Platform?

The European Commission proposes an Online Dispute Resolution platform (“ODR Platform”).  The ODR platform serves as a point of contact for the out-of-court resolution of disputes concerning the contractual obligations under online sales contracts. The electronic link to the ODR platform is the following: 

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Other legal documents

Fair Use Policy for Roaming Services Luxembourg
FUP_20190601.pdf(318.18 KB)
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Reference Interconnect Offer Fix and Mobile (RIO F&M)
RIO_F_M_Join.pdf(338.35 KB)
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What is the guarantee of our products?

All our products are covered by:

  • The legal guarantee of conformity.
  • The guarantee against latent defects.
  • Any possible commercial guarantee provided by the product manufacturer (refer to the manual of your device).

The legal guarantee covers any defect of the product appearing within two (2) years after the date of purchase.


You shall address a request to our Customer Service indicating the defect concerning your order and / or bring the product in one of our shops. If the defect occurs within six (6) months following the delivery of the product, we may ask you proof of non-compliance at the time of the purchase.


The legal guarantee does not apply or it is only partially applied in case of damages due to external factors (falls, lightning, power failure, etc.), use or installation not in accordance with manufacturer's specifications, any improper use regarding regular functioning of the product, commercial use, use of peripherals, accessories or inappropriate resources.

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Contests Rules & Regulations Belgium
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