Politique de remboursement

Returns

Returning an item is quick and easy. You have 30 days to return your item(s), counting from the delivery date. Every item you return must be new, unused and in its original packaging, in resalable condition.

Exchange and/or return conditions

If, after receiving their order, the customer is not satisfied, Promeco NV allows them to change the size of the purchased item or to send it back within thirty (30) days from the date of receipt, provided the garment has not been used and is not damaged. Promeco NV therefore cannot accept exchanges or returns of used or damaged garments (unless the item is defective).

An item cannot be exchanged for a different model, only for another size. To exchange an item, it must be returned and a new one ordered. Before returning a product, the customer must first submit this form.

Any return of purchased items must be carefully packaged, and you must include either the delivery note or the duly completed return form with your parcel.

Exchanges and/or returns by post

A size exchange or the return of purchased items can also be made by ordinary post, by sending the parcel to the following address:

Promeco NV, Doornikserijksweg 12, 8510 Bellegem, Belgium

In this case, Promeco NV recommends sending the return by registered post or with acknowledgement of receipt. The shipping costs for items the customer wishes to exchange or return by post are borne by the customer, and Promeco NV will under no circumstances accept returns sent carriage forward (postage due).

Right of withdrawal

The customer has the right to withdraw from this contract without paying any compensation and without giving any reason within 30 calendar days, in accordance with European law. The withdrawal period expires 30 calendar days after the day on which the customer received the goods. Return costs are borne by the customer.

To exercise the right of withdrawal, the user must notify us of their decision to withdraw from the contract by means of a clear statement (for example, a letter sent by post, fax or email).

To meet the withdrawal deadline, it is sufficient that the notification concerning the exercise of this right be sent before the corresponding period expires.

Consequences of withdrawal

In the event of withdrawal, we will refund the customer all amounts paid in connection with the purchase, including delivery costs (except for any additional costs arising from the customer's choice of a delivery method other than the least expensive standard delivery method we offer) without undue delay and, in any case, no later than 30 calendar days after the date on which we are informed of the decision to withdraw from this contract. We will make the refund using the same means of payment that the customer used for the initial transaction, unless the customer has expressly agreed otherwise. In any case, the customer will not incur any fees as a result of the refund.

We may withhold the refund until we have received the goods back, or until the customer has provided proof of return of the goods, whichever occurs first.

The customer must send back or hand over the goods to us directly without undue delay and, in any case, no later than 30 calendar days from the date on which they notify us of their decision to withdraw from the contract. The deadline is considered met if the customer sends back the goods before the period expires.

To return the goods, the customer may use the services Promeco NV makes available: free return in store and return by post, the latter method involving additional costs that the customer must bear.

If you have any further questions, you can fill in the form here.

Refunds

After receiving the item(s), Promeco NV will verify that they are in good condition and will then either send out the requested size (if the customer has asked for an exchange) or process the refund of the amount paid, using the same means of payment used at purchase (in the case of a return).

The refund period may vary between 3 and 12 working days from the date the return is received at Promeco NV's warehouses. After checking the condition of the returned items, we will inform the customer by email.

The refund for returned items will always be processed using the same means of payment used at purchase.

Should Promeco NV have sent an item other than the one ordered by the customer in error, or if the quality of the item sent was not as expected, Promeco NV — after verifying the error or defect — will refund the amount of the returned item as well as the shipping costs. If an order containing an error or defect is returned by ordinary post, Promeco NV will bear the corresponding return transport costs, provided the customer includes the document justifying the return costs with their parcel. The refund of transport costs will be processed after the refund of the item amount.