Refund policy
We offer a 14-day return period for consumers. This means that you may request a return within 14 days after receiving your order.
To be eligible for a return, the item must be in the same condition in which you received it and must not have been used beyond what is necessary to inspect its nature, characteristics and functionality. Where applicable, the item should be returned with its original packaging, accessories and documentation. You may also be asked to provide proof of purchase.
To request a return, please contact us at shop@profactor.eu before sending the goods back.
Returns must be sent to:
PROFACTOR-BALTIC OÜ
Lao tn 18
Maardu, Harju maakond 74114
Estonia
Goods sent back without prior notification may delay the processing of the return.
Return shipping costs
If you exercise your right of withdrawal because you have changed your mind or the item is not suitable, you are responsible for the direct cost of returning the goods.
If the item is defective, damaged, incorrect or otherwise does not conform to the order, please contact us at shop@profactor.eu. In such cases, we will arrange the appropriate solution and cover reasonable return shipping costs where required by law.
Damaged, defective or incorrect items
Please inspect your order after delivery and contact us as soon as possible if the item is defective, damaged or incorrect so that we can assess the issue and provide an appropriate remedy.
Exceptions
The statutory right of withdrawal does not apply where an exception provided by applicable law applies, including goods made to the consumer’s specifications or clearly personalised goods.
Exchanges
If you wish to exchange an item, please contact us at shop@profactor.eu. Depending on the circumstances, the quickest solution may be to return the original item and place a new order.
European Union 14-day right of withdrawal
If you are a consumer purchasing online in the European Union, you have the legal right to withdraw from the contract within 14 days without giving a reason. For goods, the withdrawal period normally begins on the day after you receive the goods.
After notifying us of your withdrawal, you must send the goods back without undue delay and no later than 14 days after notifying us.
You are responsible for the direct cost of returning the goods unless the goods are defective, incorrect, or we have expressly agreed to cover those costs.
Refunds
If you validly withdraw from the contract, we will reimburse the payments received from you, including the cost of our least expensive standard delivery option, without undue delay and no later than 14 days after being informed of your decision to withdraw.
We may withhold the refund until we have received the returned goods or until you provide evidence that you have sent them back, whichever occurs first.
Refunds will be made using the same payment method used for the original transaction unless otherwise agreed.
We are not required to reimburse additional delivery costs resulting from your choice of a delivery method more expensive than our least expensive standard delivery option.
If the value of the goods has decreased because they were handled more than necessary to establish their nature, characteristics and functionality, we may deduct the corresponding reduction in value where permitted by law.
For any questions regarding returns or refunds, contact us at shop@profactor.eu.
Note: The statutory 14-day right of withdrawal described above applies to consumers. Returns by business customers may be subject to separate contractual terms.