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 of charge.

Received a damaged product?

Did your product arrive damaged? We are happy to solve this for you.

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

We will then provide an appropriate 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 stick it onto the box
  3. Remove old labels/barcodes
  4. Drop off the package at a GLS/DPD service point

Return processing

You can track when we receive your return via Track & Trace.

  • 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 via the webshop

You can also choose to wait for your refund first.

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 restored to its original condition. Therefore, assembled products cannot be returned.

We advise you to assemble the product only when you are certain of your purchase.

Important advice

Do you want to check 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 have another 30 days to actually send the product back.

Refund

Upon receipt of your return, the amount will be refunded within 14 days. When paying 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)

Company Details

Colenis (SRL)
VAT number: BE 0781.755.761
Address: Terbekehofdreef 71B, 2610 Antwerp