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- How does the returns process work?
- What are the return conditions?
- Which products cannot be exchanged?
- How does a refund work?
- What is the status of my return?
- What should I do if the delivered product is defective or damaged?
- Is my defective product covered by the warranty?
- I have not received a refund. How is that possible?
How does the returns process work?
- Does the product meet the return conditions? Then go to step 2.
- Report the product to be returned using the online returns form. We only accept returned products that have been notified in advance.
- Please use sturdy cardboard packaging to pack the product. Print out the returns form and include this with the product to be returned.
- Hand over the parcel to the parcel service of your choice. Please note that the shipping costs are for your own account.
- Upon good receipt and a positive assessment by our returns department, you will receive your money back within 5-10 days.
Delivery address:
PhysioSupplies
attn. Returns Department
Sylviuslaan 9
9728 NS Groningen
Frequently asked questions about returns:
What are the return conditions?
You can return a product within 14 days after receipt of the product. The product must be returned in its original condition and packaging (if reasonably possible). Products that are used, damaged, or not in their original packaging cannot be accepted as a return.
What do I need to do to return or exchange a product?
You can return a product within 14 days of receipt by registering it via the online returns form.
Exchange/return request
Fill in the information below to return a product or to view a previous returns request.
- Order #
- Email or surname
Which products cannot be exchanged?
- Used or damaged products.
- Products that are not in their original packaging.
- Outlet products, if this is the case, it will be stated in the product text.
- Software of which the seal is broken.
- Vouchers, gift cards and credit notes cannot be exchanged for money. Top of form
How does a refund work?
Within 5-10 working days upon receipt and approval of the returned product, we will refund the purchase price to the same account number used for payment. If the account number is unknown to us, we will contact you.
Can I exchange my product for another product?
Exchanging a product is not possible. However, you can return the unwanted product and order the desired product online.
What is the status of my return?
It is possible that the returned product has arrived in our warehouse according to the track and trace information of your chosen parcel service, but that you have not yet received an assessment. It can take up to 24 hours after arrival for us to process the returned product. We will then make sure that you get a desired solution. We will also keep you informed about this by email.
What should I do if the delivered product is defective or damaged?
Have you bought a product that has broken down too quickly? Then according to the law the product is faulty. If so, you are entitled to a replacement product or a repair, please contact our customer service team. There are exceptions, however. Certain products have either no or a shorter warranty because they are outlet products. If this is the case, it will be stated in the product description. This product can therefore not be returned.
Is my defective product covered by the warranty?
We generally offer a two-year warranty on all products against manufacturing defects. The product should not break during the first two years of normal use. If this does happen, we will repair or replace the product free of charge. For some products we even offer more than two years warranty.
Is a product defective? Please send us an email with photos and a description of the defect.
Has the problem occurred within the warranty period and is it a manufacturing defect? Then the repair is completely free of charge. If the defect was caused by your own fault, we will also be happy to help you with the repair.
Example situations:
No costs
Your treatment table suddenly stops going up and down, you haven’t been short-circuited and the plug is inserted. In this case, there is a good chance that it is a manufacturing defect and repair and shipping is completely free of charge.
Costs
Is the pillow of your treatment table damaged because you used chemicals to clean the surface? This is considered user damage, in which case charges do apply. Unfortunately, we cannot indicate in advance how much these costs will be. We will first need to examine the product, draw up a quote and offer you a proposal. You must of course give your approval first before we proceed with the repair.
Where can I find the status of my refund?
Unfortunately, it is not possible for you to check the status of the refund. However, we assure you that the payment is made within 5-10 working days after handling the return shipment.
I have not received a refund. How is that possible?
The length of time it takes for the refund to be credited to your account varies from one bank to another. We always pay within 5 working days after handling the return. Is the amount still not in your account after 10 working days? Then please contact our customer service team.
I haven't received an invoice, where can I get it?
You can easily download your invoice in your PhysioSupplies account.