Return Request
If the received items do not meet your expectations, you have the option to return them. To make this process as simple as possible, you can submit your return request through your customer account.
Steps to submit a return request:
1. Log in to your customer account
You do not need to have created a customer account when placing your order. You can simply log in with your order number and the email address you used to order. In the login area, you will see an overview of your orders and the products you have purchased. Here you can select the products you wish to return and start the return process.
2. Confirmation and return label
After submitting the return request, you will receive a confirmation email. Within a maximum of 4 working days, you will receive a return label by email. For customers in the Netherlands, this will be a DHL label, and for customers in Belgium, a Bpost label. You can use this return label to send your products back. Customers from other countries will receive shipping instructions.
3. Processing the return
Once we have received your return shipment, it will be processed within a maximum of 4 working days. You will then receive an email asking whether you want to receive a refund or exchange the product. Depending on the payment method you used, you will receive the refund within a few working days.
Deadlines and conditions
- You have a period of 14 days, starting from the day you receive the order, to register your return. If the 14-day period has passed, the option to return will no longer be available in your account.
- After receiving the return label, you must send the products back within 5 days.
Fitting and packaging
We offer you the opportunity to try on the received products. However, please note that we offer rehabilitation products often worn by customers recovering from medical procedures. Hygiene is therefore very important. For the safety and health of our customers, we cannot accept products that show signs of use, such as stains from makeup, deodorant, or creams. If a product with such signs of use is returned to us, it will be considered unsellable and a depreciation will be applied to the refund amount.
Because we sell medical products, we are required to comply with specific rules and legislation. An important part of this is that production data, such as the LOT number, must remain visible to ensure the safety of our customers. It is therefore essential that the original packaging containing this information remains intact. This packaging cannot be replaced due to the necessary information. However, the outer box in which the product is shipped may be damaged or replaced when returning the products. Exceptions to the right of withdrawal also apply. You can find these in the general terms and conditions.
Return policy and right of withdrawal
For a full explanation of the conditions regarding returns and the right of withdrawal, we refer you to our general terms and conditions.
You can easily register a return online through Returnless. Simply enter your order number and your email address. A customer account is not required. After logging in, you will see an overview of your orders and the associated products. There you can select the items you want to return and start the return process.
No, that is not necessary. You log in with the order number and the email address you used when placing the order. This will give you access to the returns area.
After you have submitted the return request, you will receive a confirmation email with your return label. For returns without a right of withdrawal, you can also choose the shipping method that suits you. Print out the label and attach it to the return package.
As soon as we receive your return, we will process it within a maximum of 7 business days. Afterwards, you will receive an email asking whether you would like a refund of the purchase price or an exchange. Depending on the payment method, the amount is usually credited to you within a few business days.
You have 14 days to register a return. The period starts on the day you receive the order. After this period expires, it is no longer possible to initiate a return through the returns portal.
After receiving the return label, you have 5 days to send the package back.
Yes, trying on the products is allowed. Please note that we sell medical and rehabilitation products that are often used by customers during their recovery phase. Hygiene is a top priority. Products showing signs of use, such as stains from makeup, deodorant, or creams, cannot be resold. In such cases, the refund amount may be reduced accordingly.
Since we sell medical devices, we are subject to certain laws and regulations. An important aspect is that the production data (such as the batch number) must always remain visible and intact. This information is located on the original packaging. Therefore, it is essential that this packaging remains undamaged. Without this information, we cannot guarantee the safety of our customers. The original packaging must not be opened, removed, or damaged. The shipping box or outer carton in which the product was delivered may be damaged or replaced upon return.
Yes, due to the nature of medical and hygiene products, exceptions apply. Used, damaged, or products in opened original packaging cannot be returned. For more information, please refer to our Terms and Conditions.
The full explanation of our return policy and all conditions regarding the right of withdrawal can be found in our General Terms and Conditions.
