Download exchanges and returns document
Exchanges and returns
Business customer
Cancel / Exchange / Return
Business purchases, meaning purchases made by entrepreneurs, are not subject to a right of withdrawal or statutory cooling-off period. They have no legal option to return their purchase within 14 days without giving a reason and receive a full refund of the purchase amount including delivery costs. Cancelling, exchanging and returning is only possible in exceptional cases. Always contact us for this via info@proffix.eu
Repairs
Defect due to transport?
It is important that you always check your order within 1 working day of receipt and report defects and/or damage to us immediately. Always include a photo and a clear description of the defect or damage and state your order number when you report it via info@proffix.eu
Repairs
If an item becomes defective during the warranty period, you can have it repaired by our own service workshop, where our staff carry out repairs according to the manufacturers' conditions. A repair request can be submitted via info@proffix.eu
Private customer
Exchanges
Unfortunately, it is not possible to exchange items. You can return an item and place a new order for the item you want in our webshop. The costs of the return shipment are for your own account.
Returns
We do our best to process returns within 14 days. Returns that do not meet the conditions below will be refused and sent back to the sender.
Return conditions:
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- Make sure the product is unused, in its original box, securely packed and shipped within 14 working days. (unless otherwise agreed with customer service)
- Make sure the original packaging is not damaged. There must also be no writing on the outside of the original packaging.
- It is not possible to hand in a return at our pick-up location. This is only possible by sending the return to the address provided.
- Is the item a promotional or bundle product? Then you must send back all (associated) promotional or bundle products. If the promotional or bundle product(s) are not returned, they will be charged. This also applies to promotions requested from the manufacturers.
- Unfortunately, we must send back returns that do not meet the conditions. The costs of this are for your own account.
Register a return
Please note: the costs of a return shipment are for your own account (unless otherwise agreed with our customer service).
Unregistered returns
Orders that are returned without registration will be charged a fee. The cost of unnecessarily returning an order/item is 30%. In this case there are 2 options:
- The amount of the return is credited, minus a deduction of 30%.
2. You receive the return back. In this case, we will first send an invoice for the shipping and handling costs, which must be paid within 10 working days. If the invoice is not paid within 10 working days, option 1 will automatically take effect.
Shipping costs for unregistered returns:
- Parcel 0-25KG > €45.00 excl. VAT
- Parcel 25-50KG > €80.00 excl. VAT
- Parcel 50-200KG > €150.00 excl. VAT
- Pallet 200+ KG > €250.00 excl. VAT
Cancellations
As long as your order has not been processed in our warehouse, you can cancel it free of charge. You can only cancel your order via info@proffix.eu, stating the order number.
If you have already received part of your order but wish to cancel the entire order, you must return the items already received to us at your own expense.
We can only cancel a set/bundle in its entirety. If you have ordered a set/bundle product of which part has already been shipped, you must return the part already shipped to us at your own expense. It is not possible to offset a refund for a set.
We can only cancel complete order lines. Cancelling partial order lines is not possible.
Please note: orders that have already been processed in our warehouse cannot be cancelled. Cancellations via PayPal will not be processed. Always cancel an order via info@proffix.eu
Received a defective item?
It is important that you always check your order carefully upon delivery. Always include a photo and a clear description of the defect or damage, and state your order number when you report it via info@proffix.eu
Please note: transport damage to a delivery must be reported to customer service within 1 working day of receipt.
Return for repair
If an item becomes defective, you can have it repaired by our own service and warranty workshop, where our staff carry out repairs in accordance with the manufacturers' conditions.
Please note: transport damage to a delivery must be reported to customer service within 1 working day of receipt.
Partial deliveries
For large orders in which items have different delivery times, partial deliveries may occur. We hold (part of) these orders for 3 days before the in-stock part of the order is shipped, in order to minimise partial deliveries. Unfortunately, it is not possible to specify a preference for this.
Cancellation after partial delivery
If you have already received part of your order but wish to cancel the entire order, you must return the items already received to us at your own expense.
Always register a return in accordance with the conditions via info@proffix.eu
Right of withdrawal
The right of withdrawal only applies to private consumers, as it is part of consumer legislation. Purchases intended for business use are excluded from the right of withdrawal.
As a private customer, you have the right to exercise your right of withdrawal and cancel your entire order within 14 days of receipt, without giving a reason. After you have notified us of the withdrawal, you have 14 days to return your order.
Conditions of the right of withdrawal
• In the event of withdrawal, the shipping costs for the return are for your own account.
• In the event of damage, we have the right to charge costs of at least 30% of the purchase price of the item (excl. VAT).
• If you have ordered several items that are delivered separately, the day on which you received the last item applies.
• For an item consisting of several parts, the day on which you received the last part applies.
Please note: The costs for a return shipment are at your own expense. You are responsible for sending the package back yourself.
*To exercise the right of withdrawal, the consumer must notify the seller (Proffix Online Bedrijfsweg 8 3620 Lanaken (BE), info@proffix.eu by means of an unambiguous statement of the decision to withdraw from the agreement. The consumer may use the model withdrawal form, but is not obliged to do so. . We aim to process your message within 48 hours. We will then refund the order amount within 14 days after you register your return, provided the product has been received back by us in good condition.