Returns at ProBrace
Not completely satisfied with your order? We are sorry to hear that. We are happy to help you find a suitable solution. Thanks to our extensive range, we can often recommend a better or more suitable alternative. In that case, you can also make use of our exchange service. Please contact us before returning your order.
Would you still like to return your order? Please check these 4 points before returning it:
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The product is clean, undamaged and shows no visible signs of wear
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The product is complete, including all parts and accessories
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The original product packaging and instructions for use are undamaged
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The product packaging is placed inside an additional shipping box or shipping packaging
Does your return not meet these conditions?
The product may then be less suitable or no longer suitable for resale, and part of the purchase price may be deducted due to depreciation in value.
Not sure? Please contact us first. We are happy to help and may be able to recommend a suitable alternative.
Would you prefer to exchange an item?
Then use our convenient exchange service. You can return the item to us at a significantly reduced shipping rate. We will then send the new item to you free of charge.
This exchange service applies when you choose the same product or a product at the same price. Would you like to exchange it for a cheaper or more expensive product? This is of course also possible. Any price difference will either be refunded or charged additionally.
Checked everything? You can now register your return:
By completing the return form and registering your return with us, you confirm that you have read and agree to our return conditions, including any costs resulting from returning products that do not meet these conditions.
You are responsible for the direct costs of returning your order. If you use our returns portal, you will automatically benefit from reduced shipping rates for returning your order.
Some products are excluded from the right of withdrawal. This may apply, for example, to custom-made products, products outside our standard range that have been specifically ordered for you, and sealed hygiene products where the seal has been removed or broken after delivery.
Returns
To register your return, you will need your full order number (starting with āORDNL123456ā or āORDBE123456ā) and the postcode used when placing the order. Please have these details ready when completing the return form.
Please note: Always carefully check the return conditions below before returning your order. The product must be suitable for resale without requiring any further action. We can only accept products as regular returns and resell them if they meet these conditions.
Products that are, for example, used, worn, damaged, soiled, incomplete or otherwise returned in a condition that does not comply with our return conditions cannot automatically be accepted. If a return does not meet the return conditions, costs may be charged for assessing, processing and/or returning the product to you. Where applicable, we will inform you accordingly.
Not sure whether your product can be returned, or are you looking for an alternative? Please contact us preferably before sending the product back. We are happy to help you find a suitable solution or another product from our extensive range.
Return conditions
During this 14-day cooling-off period, you may return the product without giving a reason, starting on the day after delivery. Exceptions include personalised or custom-made products and all toe products for hygiene reasons if the seal has been broken.
Rules & exceptions
- Where reasonably possible, the product should be returned in a condition as close as possible to its original condition and undamaged, in product packaging that is as close as possible to the original and undamaged.
- It must be reasonably possible to resell your returned product without any additional action.
- The product packaging must never be used as shipping packaging. An additional shipping box or shipping packaging must always be placed around the product to prevent damage to the product and/or its packaging. You may use the shipping box in which we originally sent the product to you.
Do you meet all these conditions? You can then return your order to us without any problems. We recommend using our returns portal. Our returns portal guides you through the process of creating your return label easily, affordably and step by step.
If the returned product and/or packaging shows avoidable damage (dirty, visibly worn, animal hair, discolouration, odour damage or other damage), this will reasonably be deducted from the amount to be refunded:
| Refund of the purchase price | |
| Return in accordance with our return policy | 100% |
| Missing or severely damaged packaging | 75% |
| Multiple actions required before the product can be resold (cleaning, replacing missing parts/restoring the product to as-new condition) | 50% |
| Incomplete or severely damaged product (unsellable) | 25% |
The customer may be held liable for any reduction in the value of the goods resulting from handling the goods during the withdrawal period beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Returns portal costs
You can easily create your return label in the returns portal, after which you can drop off the letterbox parcel or package at the service point of your choice (DPD, PostNL or DHL).
For returns made through the returns portal, you pay a reduced rate by benefiting from our service agreements with the carriers.
ProBrace will refund the full purchase price, including the shipping and payment costs charged for the original shipment from us to you, no later than 14 days after your return has been accepted and approved. This refers to any shipping costs charged for the original shipment from us to you.
The shipping costs for returning your order are at your own expense. If you return only part of your order, the original shipping and payment costs will not be refunded. The purchase price of the part of the order you have returned will be refunded to you. Shipping and payment costs will not be refunded in this case.
Returning an order independently
Would you prefer to decide yourself how to return your package? In that case, the return shipping costs are entirely at your own expense. Please send the package to:
ProBrace
Returns Department
Wiekenweg 61
3815 KL Amersfoort
The Netherlands
If you choose not to return your package through our returns portal but send it to us independently through a post office or another drop-off point, you will receive a Track & Trace code. Please keep this Track & Trace code in a safe place. It serves as proof that you sent the product back to us. Without this Track & Trace code, we cannot determine what happened to your return during transit. Please therefore keep this code carefully. If the return shipment ultimately does not arrive at our premises, we cannot process your return or any associated refund. You remain responsible for the return shipment and any loss in value caused during shipping until it has been received by ProBrace.
If you choose to send your return without a Track & Trace code, the entire shipping process is at your own risk. ProBrace cannot accept responsibility for return shipments sent without a Track & Trace code that may fail to arrive.
Returns from countries outside the EU
When returning an order from a country outside the European Union, the customer is responsible for completing the customs documents correctly and in full. It is particularly important that the correct HS code (commodity code) is clearly stated.
The following HS codes apply to our products:
Orthoses / braces: 9021 10 1000
Pillows: 9404 90 90 00
Insoles: 6406 90 30 60
Bunion pliers: 8205 51 00 00
If incorrect or incomplete information is provided, import duties and/or customs clearance fees may be charged. Any costs incurred as a result will be deducted from the amount to be refunded for the return.
Returning your order in Amersfoort
You can, of course, also drop off your order in Amersfoort free of charge. However, we kindly ask you to contact us by telephone in advance. Your returned order will then be included in our regular returns process. You will therefore never receive an immediate (cash) refund at our location.
How do we process returns?
We assess each return individually. In doing so, we take into account the conditions stated at the top of this page.
If the return is complete and no defects or damage to the product or product packaging are identified, 100% of the purchase amount will be refunded (including shipping and payment costs).
If a return is incomplete or there is a defect or damage to either the product or the product packaging, 50% of the total purchase amount will be refunded.
Examples of how not to return your order:
Using the product packaging as shipping packaging (75% refund of the purchase amount)
This image shows how a product should not be returned. In this example, the manufacturer’s product packaging has been used as the outer shipping box for the return. This is incorrect. Always use additional shipping packaging so that the item, including the manufacturer’s undamaged product packaging, is returned to us complete and undamaged. This is also how you will receive the product from us.
Unusable product packaging (75% refund of the purchase amount)
- Unsellable products; wear and tear, color, odor, or other damage (25% credit of the purchase amount)
The product and packaging of the product must be returned to us in an undamaged state and complete, just as you received it from us. Unfortunately, this image shows a brace that cannot be returned to our stock in this condition. This customer has unfortunately not taken good care of the brace.
If the product is no longer in new, saleable condition due to customer actions, only a 25% credit will be provided based on the total purchase amount. If your product doesn’t meet the return conditions, we will send you photos for your review and hold the item for 14 days. You have the right to reclaim the item at your own expense within this 14-day period. After 14 days, any rejected return items will be restored to new condition, and unsellable products will be destroyed.
How to Properly Package a Return?
Place the product, including its original packaging, in the outer box provided, seal it securely, and drop it off at the service point of your chosen carrier along with the return label included. See two examples below.
Example of Proper Return Packaging:
Here, the product, along with its packaging, is placed entirely and undamaged in the outer box. Subsequently, the outer box is sealed, the chosen carrier’s label (over the original shipping label) is affixed to the outer box, and it is dropped off at a service point of the chosen carrier.
Example of Proper Return Packaging:
Here, the product, along with the product’s packaging, is placed entirely and undamaged in the outer packaging (mailbox envelope). Subsequently, the outer packaging is sealed, the chosen carrier’s label (over the original shipping label) is affixed to the outer packaging, and it is dropped off at a service point of the chosen carrier.
Refund
All credit refunds will be made as soon as possible, but no later than 14 days after you have informed us about your withdrawal. We may wait to refund until we have received the products or until you have provided evidence of returning the goods and they have been delivered to us, whichever comes first.
We will always refund you using the same payment method you originally used to make the purchase, as far as technically possible. This is to prevent any fraud with refunds.
If you have any doubts or questions about returning a product or the return process, please do not hesitate to contact us. We are happy to help you!
Please note: the above return policy only applies to consumers (private individuals) and not to companies. For more information about business returns, please contact our customer service.
If you have any other questions or need further assistance, feel free to contact our customer service team. We thank you for your cooperation and understanding!