Refund policy

Returns within 30 days

You can return items within 30 days of receipt without giving a reason. We have extended the statutory 14-day cooling-off period to 30 days, and this applies to both private and business customers. See also article 6 of our terms and conditions.

Printed items

Items printed or personalised at your request, for example with a logo or name, are made especially for you. These items cannot be exchanged or returned. If there is a printing error or a defect in the garment, please contact us within 14 days of receipt at info@totalprotex.eu and we will resolve it. See also article 10 of our terms and conditions.

Registering a return

Register your return via our online returns portal: Exchanges and returns. There you arrange the return step by step and receive the shipping instructions.

Please have the following details at hand when registering:

  • Order number
  • Item number, brand and type of the product
  • The reason for the return

Pack the return parcel well and send it with tracking. If a return parcel unexpectedly does not reach us, the sender is liable.

Return address

The return address depends on the country you return from. You will see the correct address, and how to send your parcel, after registering your return in the returns portal. Only send a return to the address you receive there.

Refund

We inspect every returned product on arrival. You will receive the purchase amount, including the original shipping costs (based on the cheapest standard delivery), within 14 days via the same payment method you used. We may withhold the refund until we have received the products or until you have shown that you have sent them back.

If a product has been used more than necessary to establish its nature, characteristics and functioning, we may deduct the loss in value from the amount to be refunded.

Who pays the return costs?

The costs of returning are borne by the customer, for example if you cancel the order or want a different size.

Totalprotex B.V. bears the return costs if:

  • you received an incorrect or incomplete delivery;
  • the product is defective on delivery;
  • the product became defective within 6 months of delivery.

Did a product become defective after more than 6 months? Please contact us and we will assess it under the statutory warranty.