Returns and withdrawal
Returns & withdrawal
Your consumer rights, the return process, and the online form. Clear, simple, and aligned with EU consumer law across all Member States.
Your rights at a glance
- Deadline
- 14 days to withdrawFrom the day you receive the goods.
- Refund
- Within 14 daysUsing the same payment method as your order.
- Return shipping
- At your costExcept for faulty, damaged or wrongly-shipped items.
- Statutory warranty
- 2 years from deliveryWith defects presumed pre-existing in the first 12 months.
These are the EU-wide minimum rights. Some national laws in your country of residence may provide additional protection — those local rights are unaffected by this policy.
Request a return
Fill in the form below. It counts as a valid withdrawal declaration and is logged immediately. You will receive a confirmation email with shipping instructions within 1–2 working days.
Return form
Only three fields are required (order number, name, email). Everything else is optional. For commercial returns (businesses), see the section below.
Statutory warranty
Independent of your right of withdrawal, EU consumer law gives you the following statutory rights:
- Warranty period — 2 years from delivery of the goods.
- Presumption of non-conformity — If a defect appears within 12 months of delivery, it is presumed to have existed at delivery.
- Remedies — You are entitled to repair or replacement, free of charge.
- Price reduction or refund — If repair or replacement is not possible or fails, you may request a price reduction or terminate the contract.
These statutory rights are independent of any voluntary manufacturer guarantee and are not limited by it.
Alternative Dispute Resolution
If a dispute arises about your purchase, please contact us first at sales@probolt-eu.com — we aim to resolve every issue quickly and amicably.
If we cannot reach an agreement, as a consumer you have the right to refer the matter to an Alternative Dispute Resolution body under the laws of your country of residence. We do not currently subscribe to a specific ADR scheme; please contact your national consumer protection authority for the appropriate body in your country.
Commercial returns (businesses and resellers)
The 14-day right of withdrawal is a consumer protection reserved for private individuals ordering for personal use. It does not apply to purchases made in the course of a business or professional activity.
Commercial returns are considered on a case-by-case basis under our Terms and Conditions of Sale. Please contact us at sales@probolt-eu.com with your customer number and the reason for the return.
Frequently asked questions
How long do I have to withdraw from the contract?
You have 14 calendar days from delivery to notify us of your decision to withdraw, without any need to justify it. You then have a further 14 days to send the item back to us.
Who pays the return shipping?
For withdrawal (changing your mind), you cover the return shipping. For faulty, non-conforming, damaged or wrongly-shipped items, we cover the full return shipping cost.
When will I be refunded?
We issue the refund within 14 days from receipt of your withdrawal notice. We may withhold the refund until we receive the goods back, or until you provide proof of return shipping — whichever comes first. The refund uses the same payment method as your original order, unless we expressly agree otherwise.
In what condition should I return the item?
You are allowed to handle the item as you would in a shop — enough to establish its nature, characteristics and functioning. Beyond that, you may be liable for any diminished value. Please return the item complete (with original packaging, accessories and instructions) in a resaleable condition.
Are there any restocking or handling fees?
No. We don't charge any restocking or handling fees on consumer returns made under the statutory right of withdrawal.
My parcel arrived damaged. What should I do?
Contact us within 48 hours at sales@probolt-eu.com with photos of the parcel and its contents. Please keep the original packaging — the carrier may ask for it.
Can I exchange an item instead of getting a refund?
Yes, subject to stock availability. Please indicate this in the "Notes" field of the form, specifying the replacement item. We'll confirm whether it's feasible.
Do I have to use this form?
No. You can use this form, the paper withdrawal form linked above, or any other unambiguous statement of your decision to withdraw — email, letter, whatever. The online form is simply the fastest way for us to log your request.
Are there exceptions to the right of withdrawal?
Under EU consumer law, the right of withdrawal does not apply to, among other things:
- goods made to the consumer's specifications or clearly personalised;
- sealed goods that cannot be returned for health or hygiene reasons once opened;
- goods that, by their nature, are inseparably mixed with other items after delivery.
The vast majority of our catalogue is not affected by these exceptions.
