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 via 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 requesting the return, 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 of 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 of receipt of the order, to register your return. If the 14-day period has expired, the option to return will no longer be available in your account.
- After you have received the return label, you must return the products 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 that are 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 amount to be refunded.
Because we sell medical products, we are required to comply with specific rules and legislation. An important part of this is that the 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 on which this data is printed 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.