Returns at ProBrace
In the unlikely event that you are not satisfied with the order, you have 14 days at ProBrace to return (part of) your order. Please feel free to contact us in advance for a suitable alternative.
During this cooling-off period of 14 days you can return the product without giving any reason, starting on the day after delivery. An exception to this are personalized / custom products and all toe articles related to hygiene, if the seal is broken.
RULES & EXCEPTIONS
If reasonably possible, you must return the product in the most original condition and undamaged in the most original packaging.
It must be reasonably possible to be able to resell your return shipment without additional steps.
The packaging of the article may never be used as shipping packaging. Another box should be wrapped around it to avoid damage to the product or product packaging. You can use the packaging box that we used to send the product to you.
If the returned product and / or packaging shows culpable damage (dirty, demonstrably worn, damage), this will be reasonably deducted from the amount to be refunded.
You are liable for the depreciation of the goods resulting from the use of the goods, which goes beyond what is necessary to determine the nature, characteristics and functioning of the goods.
Do you meet all these points? Then you can return your order to us without any problems. We advise you to use our return portal for this.
In this returns portal you will be guided step by step with your shipping label.
Costs Return Portal
In the return portal you can easily create a shipping label without paying immediately, after which you deliver the letterbox package or package at the drop-off point of your choice (DHL).
You pay a reduced rate for returns via the return portal.
- Within the Netherlands you only pay € 4.95
- For returns from Belgium and Germany € 6.95.
We will settle these costs with the refund of your return shipment.
ProBrace will refund the entire purchase price, including the calculated shipping and payment costs of the shipment, to you within 14 days after acceptance and approval of your return shipment. This refers to the possible shipping costs of the first shipment (from us to you).
The shipping costs for returning are always at your expense. The initial shipping and payment costs are also at your expense when part of your order is returned. The purchase price of the part of the order that you have returned will be refunded to you. Shipping and payment costs will not be refunded in that case.
RETURN ON OWN BEHALF
Would you like to decide for yourself how to return the package? Then the return costs are fully for your account. You may address the package to:
3815 KL Amersfoort
If you choose not to offer your package via our return portal, but to send it to us via a Post Office or other delivery point on your own, you will receive a Track & Trace code.
Without a Track & Trace code, we cannot check what happened to your return shipment during the shipping process. Therefore, keep this code safe. If the return shipment does not arrive at us in the end, we cannot process your return shipment and any refund. Until the moment we receive your shipment in our ProBrace warehouse, you remain responsible for the return shipment and any depreciation as a result of the shipment.
If you choose to send the return shipment without a Track & Trace code, the entire shipping process is at your own risk. ProBrace cannot take responsibility for any non-arrival of return shipments without a Track & Trace code.
RETURNS IN AMERSFOORT
You can of course also deliver your order free of charge in Amersfoort. We do request that you contact us by telephone in advance ! Your returned return will then be included in the regular return flow. You will never receive a (cash) payment immediately!
HOW DO WE HANDLE RETURNS?
We assess each return shipment individually. We take into account the rules that we have stated at the top of this page.
If the return shipment is complete and no defects / defects are found in the product or product packaging, then 100% of the purchase amount will be credited (including shipping and payment costs.
If a return shipment is incomplete or there is a defect in the product or the product packaging, a credit of 50% of the total purchase amount will follow.
If the product is no longer salable by us as new, then 0% credit of the total purchase amount will follow. You do have the right to receive your return shipment. The shipping costs for this return shipment are at the expense of the customer. See below a number of examples of how not and how returns can be made.
Example of how not to return:
You will see a clean product on the left. On the right you see a worn / dirty product. This return is rejected. If you return a product to us that has clearly been worn, dirty (both visible and odor damage) and / or damaged, we can unfortunately not include this product in our stock as new and we are unfortunately forced to reject this return shipment completely.
Example of how not to return:
This image shows how not to return. Here, the supplier's packaging has been used as an outer box to send the return shipment to us. This is wrong. Always use the outer box as a box with which to return the article including packaging from the supplier to us completely and undamaged. This is also how you will receive it from us.
How should a return shipment be packaged?
Place the product including the product packaging in the enclosed outer box, tape it tightly and hand it including the return label to the service point of the chosen carrier. See two examples below.
Example of how to return:
Here, the product, including the packaging box of the product, has been placed completely and undamaged in the outer box. The outer box is then closed, the label of the chosen carrier (over the shipping label of the outward shipment) is stuck on the outer box and delivered to a service point of the chosen carrier.
Example of how to return:
Here, the product, including the packaging of the product, is placed complete and undamaged in the outer packaging (letterbox envelope). The outer packaging is then closed, the label of the chosen carrier (over the shipping label of the outward shipment) is affixed to the outer packaging and delivered to a service point of the chosen carrier.
REFUNDS / CREDITATION
All credit payments will be refunded to you as soon as possible, but no later than 14 days after your cancellation notice. We may wait with the refund until we have received the products or you have demonstrated that you have returned the goods and they have been delivered to us, whichever is the earliest.
We will refund you with the same payment method as you originally paid with, as far as technically possible. This is to rule out possible fraud with refunds.