Refund policy

Returns

Would you like to return a product? Please register your return within 30 days of receiving your order. All products must be returned in their original condition and packaging.

Returns are completely free with us.

Received a damaged product?

Did your product arrive damaged? If so, we will gladly resolve this for you.

  • Report the damage within 3 days of receiving the product
  • Send an email to retour@colenis.com
  • Include your order number
  • Add clear photos of the damage + a short explanation

We will then provide a suitable solution or replacement.

How do I return a product?

  1. You will receive a return label from us by email
  2. Print the label and attach it to the box
  3. Remove old labels/barcodes
  4. Drop off the package at a GLS/DPD service point

Return processing

Via Track & Trace, you can follow when we receive your return.

  • Processing time: maximum 14 days
  • Refund: to your bank account
  • Afterpay: invoice will be adjusted or canceled

Exchanges

Would you like to exchange a product?

  1. Register your current order as a return
  2. Place a new order directly through the webshop

You can also choose to wait for your refund.

What cannot be returned?

  • Items older than 30 days after receipt
  • Used, damaged, or incomplete products
  • Products without original packaging
  • Products that have been assembled

Assembled products

Once a product has been assembled, it can no longer be returned in its original condition. لذلك products that have been assembled cannot be returned.

We advise you to assemble the product only when you are sure about your purchase.

Important advice

Would you like to inspect a product?

  • Open the packaging carefully
  • Do not remove the product completely from the packaging
  • Keep the box for at least 30 days

Return period

After registering your return, you still have 14 days to actually send the product back.

Refund

After receiving your return, the amount will be refunded within 14 days. If you paid via Afterpay, the invoice will be adjusted or canceled.

Questions or contact?

Email: info@colenis.com

WhatsApp (Belgium):
+32 485 51 38 49

Response time:
Within 24 hours (Monday to Friday, 09:00 – 17:00)