Returns
At Cratex pro line, we have a return period of 14 days. You may feel, fit and view the products at home as in a physical store, but then return and package them neatly as you received them.
Our boxer shorts are considered hygiene product. You may not break the seal of these products, otherwise the right to return will be void.
Register online returns
Returns can be registered online through our returns portal. Here you can indicate which products are being returned and what reasons you have for the return.
Reasons for return
In our returns portal, we distinguish different reasons for a return:
- Product too small
- Product too big
- Product is damaged
- Wrong product delivered
- Product does not meet expectations
- Other
For some reasons, we ask for an explanation, so that we better understand the reason for the return and to improve our service.
Return costs
If you want to return a product, the return processing costs are free. The shipping costs for the return are at your expense.
Through the returns portal, you can print a DHL return label:
- The transportation costs for returns from the Netherlands are €4.95
- The transportation costs for returns from Belgium are €5.95
The return costs will be deducted from the refund after processing the return.
You can also send the package yourself with a courier of your choice. The costs for this are for the customer.
What is the status of my return?
You can track the status of your return through our returns portal. To log in, you need your order number and email address or zip code. If you have returned your order, you can check whether the return has been sent or delivered via the track and trace of your carrier.
When will I get my purchase amount back?
When returning an item, we pay as soon as possible, but at least within 14 days the outstanding return amount back. You will be informed about this by email.
Legal right of withdrawal
You have the right to withdraw from the contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you or a third party designated by you, who is not the carrier, physically receives the good. To exercise the right of withdrawal, you must inform us by means of an unambiguous statement (for example, in writing, by post, fax or email) that you wish to withdraw from the contract.
You can use the model withdrawal form, but you are not obliged to do so. To meet the withdrawal deadline, it is sufficient to send your communication regarding your exercise of the right of withdrawal before the withdrawal period has expired.
Consequences of withdrawal
If you revoke the agreement, you will receive all payments you have made up to that point, including delivery costs (with the exception of any additional costs resulting from your choice of a method of delivery other than the cheapest standard delivery offered by us) immediately and in any case no later than 14 days after we have been informed of your decision to withdraw from the agreement. If you only return part of your order, the delivery costs will not be refunded.
We will refund you using the same payment method with which you made the original transaction, unless you have expressly agreed otherwise; in any case, you will not be charged for such reimbursement. We may wait to refund until we have received the goods back, or you have demonstrated that you have sent the goods back, whichever comes first.
You must return or hand over the goods to us without delay, but in any case no later than 14 days after the day on which you communicated your decision to withdraw from the contract. You are on time if you return the goods before the 14-day period has expired. The direct costs of returning the goods are at your expense.
Our return address
Promese c/o Cratex pro line returns
Flight Forum 2500
5657DZ Eindhoven
Netherlands
You are only liable for the depreciation of the goods resulting from the use of the goods that goes beyond what is necessary to determine the nature, characteristics and functioning of the goods.