Returns & Exchanges

RIGHT OF WITHDRAWAL

In accordance with Articles 9 and 11 of Directive 2011/83/EU of the European Parliament and of the Council of October 25, 2011, on distance and off-premises contracts, this contract may be withdrawn from within 14 calendar days without giving any reason.

The period for exercising the right of withdrawal expires 14 days from the day following the day on which the consumer or a third party designated by the consumer, other than the carrier, takes physical possession of the goods.

To exercise their right of withdrawal, consumers must notify PROZIS SERVICES GmbH | Hammer Landstr. 1 a, 41460 Neuss - Germany of their decision to withdraw from this contract by sending a clear statement by post, which must be preceded by a message to customer service available on the website www.prozis.com. The order number and the description or reference of the product(s) to be returned must be communicated in this contact, as well as the intended form of refund of the amount paid.

The customer may use the electronic withdrawal form available here or, alternatively, download the paper version of the form here, but this is not mandatory.

In order to comply with the right of withdrawal, the customer must send their notification of exercising their right of withdrawal before the expiry of the withdrawal period described below.

The procedures set out in the appendix to this document and in the provisions of the section below (Returns) apply to the exercise of this right of withdrawal. In this context, PROZIS will refund the amount paid by the customer for delivery, if applicable, in full, with the exception of: a) any additional costs resulting from the choice of a delivery method other than the cheapest standard delivery method offered by us; b) any costs incurred in returning the order as a result of exercising the right of withdrawal. In both cases, the customer shall bear the cost of returning the items to the warehouse.

PROZIS shall confirm receipt of the intention to terminate the contract within 24 hours.

The refund shall be made without undue delay and within 14 days of receipt of the returned item(s) at the PROZIS warehouse, with prior notification. Warning: PROZIS will refund the cost of the products using the same payment method used for the original transaction, unless the consumer has expressly agreed otherwise; in any case, the consumer will not incur any fees as a result of the refund of the amounts paid for the delivery.

ORDER CANCELLATION

Regardless of the right of withdrawal, the customer may only cancel the order before payment and processing. In this case, the cancellation should be requested via the ‘Orders’ option in the personal area of the customer account. To do this, the customer must select the order to be cancelled and click on the ‘Cancel order’ button. After cancelling the order, a message will be displayed requesting confirmation of this intention.

Remark: Order cancellation is only possible through the abovementioned process. Any similar request made by other means cannot be fulfilled.

RETURNED ORDERS

In addition to the conditions specifically provided for in the preceding paragraph, the customer should also consider the fact that, if the product to be returned has been purchased as part of a promotional campaign and, therefore, has benefited from a product-offer, both those items should be returned. For that reason, all the products must comply with the conditions of return abovementioned, otherwise the return will not be accepted, in which case the customer will bear the costs of re-shipment (or possible disposal) and as such will not be entitled to reimbursement of any amount.

As per the products set in packs, it will only be accepted the return of the full packs. If a product that belongs to a pack is to be returned, all the products belonging to the same pack must be returned. All products must comply with the abovementioned conditions of return.

The item (s) should be sent to the following address:
PROZIS SERVICES GmbH
Hammer Landstr. 1 a, 41460 Neuss, Deutschland

In case an order is returned to us for reasons not imputable to Prozis or the shipping company, Prozis will reimburse the amount paid for the order with a deduction of the shipping and return costs.
The customer can choose to be reimbursed via the original payment method, or by means of a reimbursement coupon that can be applied to a future order. The respective coupon will remain valid for a duration of 12 months, counting from the coupon creation date. After this period has passed, no further reimbursement can be issued. In case the original payment was made via bank transfer, the customer will have to provide bank account details for the reimbursement to be carried out. If the reason for the unsuccessful delivery and the return of the order falls under the responsibility of the shipping company, regardless of the chosen payment method, the customer will have to send us a written complaint that will be subjected to analysis by the shipping company. In case the delivery problem is due to an incomplete or incorrect delivery address, a proof of address from the customer to be attached to the complaint (e.g. a gas, water or electricity bill) may be requested. The remedy offered to the customer will depend on the results of the assessment made by the shipping customer. Therefore, should the complaint be related to the shipping company, the remedy could only be offered to the customer once the report made by the shipping company is received. If the shipping company takes full responsibility for the return of the parcel, and all the products initially ordered are still available, a replacement order will be sent to the customer, with no additional costs. However, may also opt for a full refund of the amount paid. If the shipping company declines the responsibility, the complaint shall be rejected and, as such, a replacement order cannot be sent. The refund will then be subject to the abovementioned terms regarding returned orders for reasons not imputable to Prozis or the shipping company.

EXCHANGES

As a principle, direct exchanges of products are not allowed, so, in order to obtain the intended product(s), the customer shall return the item (s), request a refund and make a new purchase (by placing a new order). The entire return procedure is properly described above, in the Returns section, to which reference is made for the purpose of determining the conditions applicable to the acceptance of the products to be exchanged.

Warning: PROZIS reserves the right to accept the return of clothing products for future exchange if the customer, at their own expense, makes the respective return to the warehouse identified above and product is received free from defects, as described in the Returns section, particularly as to its condition and integrity. If the product is deemed suitable for return to stock, a coupon equal to the value of the product shall be issued for use on a future order. The conditions for using this coupon set out in the Coupons tab will apply. If the returned product does not meet the conditions described above, the Customer shall be informed of its non-acceptance and of the period within which the product originally shipped from the warehouse must be collected. As a rule, the customer will have 10 days to collect the item (s) at the said facilities, at their own expenses. The collection must be made by a carrier appointed by the customer as the collection by natural persons, not even by the customer, is not permitted.

REIMBURSEMENT METHODS

PROZIS will do everything in its power to reimburse the customer as quickly as possible. PROZIS is however entitled to a maximum reimbursement term of 15 days, counting from the day the product arrives back at its warehouse.
If the payment was made by credit card, the reimbursement will be issued to the account associated with the credit card that was used for the original payment, and it will appear on the customer's next bank statement.*
If the payment was made by PayPal, the reimbursement payment will be made to the respective Paypal account and will become available immediately.*
If the selected payment method was Cash on Delivery or ATM/bank transfer, the customer will be requested to provide the bank account details to which the reimbursement is to be made.*
* Please note that the above-mentioned payment methods are not available for every country. To know what payment methods are available for the customer's country, please read the information available above, under "Payment Methods".
The customer may also choose to be reimbursed through a discount coupon, regardless of the original payment method used. This coupon will remain valid for 12 months, counting from the day on which it is created. Once this period has passed, it will be impossible to carry out any further reimbursement.

SHIPPING COSTS REIMBURSEMENT

In case PROZIS is liable for the return of the order (e.g. in case of defective products or products different from the ones actually ordered), the respective shipping costs shall be reimbursed.
However, if an order consisting of several products contains only one defective product, the shipping costs will not be reimbursed.