In the unlikely event that you are not satisfied with your order, you have the option to return (part of) your order. Please feel free to contact us in advance. We like to think along with you.
Below you can fill in the return form. For this you need your order number and email address (with which you ordered). Keep these at hand.
During this cooling off period of 14 days you can return the product without giving reasons, starting the day after delivery. Exceptions are personalized / customized products and all toe items related to hygiene, if the seal is broken.
You must return the product, if reasonably possible, in as original and undamaged a condition as possible, in the original packaging.
It must be reasonably possible to resell your returned item without additional handling.
The packaging of the item should never be used as shipping packaging. Another box must be put around it, to prevent damage to the product or the product packaging. You can use the packing box we used to send the product to you for this purpose.
If the returned product and / or packaging shows culpable damage (dirty, demonstrably worn, damaged) this will be reasonably deducted from the amount to be refunded.
You are liable for the reduction in value of the goods resulting from the use of the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Do you comply with all these points? Then you can return your order to us without any problems. We advise you to use our returns portal.
In this return portal you will be helped easily and step by step with your shipping label.
In the returns portal you can easily create a shipping label without paying directly, after which you can drop off the letterbox package or parcel at your chosen service point (DPD, PostNL or DHL).
You pay a reduced rate for returns via the return portal by using our service contracts with the carriers.
Within 14 days after acceptance and approval of your return shipment ProBrace will refund you the full purchase price, including the calculated shipping and payment costs of the shipment. This means the shipping costs of the first shipment (from us to you), if any.
The shipping costs for the return are for your account. Also, when returning a portion of your order, the initial shipping and payment costs are at your expense. The purchase price of the part of the order you returned will be refunded to you. Shipping and payment costs are not refundable in this case.
However, do you want to decide how to return the package? Then the return costs are entirely your responsibility. You send the package to:
3815 KL Amersfoort
If you choose not to offer your package via our returns portal, but to send it to us yourself via a post office or other delivery point, you will receive the Track & Trace code.
Without the Track & Trace code we cannot verify what happened to your return during the shipping process. Keep this code safe. If the return does not reach us, we cannot process your return and any refund. You remain responsible for the return shipment and any depreciation due to the shipment until received by ProBrace.
If you choose to send the return without Track & Trace code, the entire shipping process is at your own risk. ProBrace can not take any responsibility for the possible non-arrival of return shipments without Track & Trace code.
You can also deliver your order free of charge in Amersfoort. However, we request that you contact us in advance! Your returned items will then be included in the regular return flow. You will never receive a direct (cash) payment!
We evaluate each return individually. Here we take into account the rules that we have named at the top of this page.
If the return is complete and there are no defects/defects in the product or the product packaging, we will credit 100% of the purchase price (including shipping and payment costs).
If a return is incomplete or if there is a defect in the product or the product packaging, a credit of 50% of the total purchase amount will be issued.
If the product can no longer be sold by us as new, a 0% credit of the total purchase amount will follow. However, you do have the right to receive your return shipment back. The shipping costs for this return shipment are for the customer. See below for some examples of how not to return and how to return.
Example how not to return:
Left you see a clean product. Right you see a worn / dirty product. This return shipment is rejected. If you return a product to us that is clearly worn, dirty (both visible and smell damage) and / or damaged, then unfortunately we can not include this product in our stock as new and we are unfortunately forced to completely reject this return.
Using packaging as a return box
This image shows how not to return. Here the supplier’s packaging has been used as an outer box to send the return to us. This is wrong. Always use the outer box as the box with which you return the item incl. supplier’s packaging to us complete and undamaged. This is also how you will receive it from us.
How should a return be packed?
Place the product including the product packaging in the enclosed outer box, tape it shut tightly and give it to the service point of the chosen carrier including the return label. See two examples below.
Example how to return:
Here, the product including the product’s packaging box is placed in the outer box complete and undamaged. Then the outer box is closed, the label of the chosen carrier (over the shipping label of the outbound shipment) is pasted on the outer box and delivered to a service point of the chosen carrier.
Example how to return:
Here the product including the product packaging is placed complete and undamaged in the outer packaging (letterbox envelope). Then the outer packaging is closed, the label of the chosen carrier (over the shipping label of the outbound shipment) is pasted on the outer packaging and delivered to a service point of the chosen carrier.
All credit payments will be refunded as soon as possible, but within not more than 14 days after your withdrawal notification. We may wait to refund you until we have received the goods or you have supplied evidence of having sent back the goods and the goods have been delivered to us, whichever is sooner.
We will refund you with the same payment method as you originally paid, as far as technically possible. This is to exclude possible fraud with refunds.
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