Customers may return most Products within fourteen (14) days of the purchase date for a full refund, in the original, complete retail packaging and with a copy of the receipt. Rideable items (bikes, scooters, etc.) may only be returned in new, unopened condition, while wearables items such as t-shirts, the Wolk Airbag and the House of Marley Liberate Air may only be returned in new condition. The Hexa may only be returned in new, unopened condition (due to the fact that a physical reset is required for further use). Productpine reserves the right to refuse returns that show unreasonable wear, misuse, or damage. The refund will be applied to the original payment method used.
Returning my order
You have the right to withdraw the contract within a period of 14 days without specifying reasons. The withdrawal period expires 14 days after the day that you or a third party appointed by you, not being the carrier, physically take(s) possession of the good.
To exercise the right of withdrawal you must inform us that you want to withdraw the agreement via an unambiguous statement (for example in writing, per post, or e-mail). You can use the concept withdrawal form (PDF) or the return note for this, but you are not obliged to do so.
In order to comply with the withdrawal period, you must send your notification with respect to exercising your right of withdrawal before the withdrawal period has expired.
We believe in the principle of discovery, trying, and buying. Instead of extensively ordering products online and sending them back, we allow you to try out the products in our physical experience store at Rokin 58. Therefore, whenever you order something online and want to return the product, we ask you to return it in our physical experience store.
If you are not able to visit our store, the costs for a shipment with your return are for your own account, unless you send a return because you have received a wrong or damaged article. Return shipments are also for your own risk. This means that Productpine is not liable for damaged or lost articles that have been returned. Please make sure that you always send the return shipment in a way that it can be traced and carefully keep hold of the Track & Trace code.
Roadmap for returning
Obviously we hope that you are happy with your article. Are you not completely satisfied with your purchase or have you made a mistake? No problem at all. You have the right to return the article within 14 days after receipt or to withdraw the order.
Follow the steps below to quickly and easily return your item(s).
Step 1: Put the articles that you want to return in the original packaging (insofar as this is reasonably possible).
Step 3: Take the return shipment to the nearest post office and keep the proof until we have confirmed the return.
The return address is Productpine Retail B.V., Rokin 58 A, 1012 KV, Amsterdam.
Step 4: The costs for the return shipment are for your own account. This is because Productpine gives you the possibility to try out the products in-store before purchasing them online. Unless you send a return because you have received a wrong or damaged article.
Step 5: When the return shipment has been received and processed, you will automatically receive a refund (the full purchase amount including any standard shipping costs) on the account used by you for the payment. In any case, you will receive the refund no later than 14 days after we have been informed that you wish to withdraw your order. We may postpone the refund till we have received the returned articles or you have demonstrated that these were sent back.
If you have any questions about the return process, please do not hesitate to contact us via firstname.lastname@example.org. We are happy to help you!
What do I need to do to return an article?
You can return your article in our store at Rokin 58A, 1012KV, Amsterdam. If you would rather return your article via mail, you need the following:
- The undamaged and unworn articles, insofar as reasonably possible, that you want to return
- Sturdy packaging material
- The return note from the box or the withdrawal form
- The return address is Productpine Retail B.V., Rokin 58 A, 1012 KV, Amsterdam.
When can I return an order?
You can return an order if you comply with the following conditions:
- You withdraw the contract within a period of 14 days (without specifying reasons). The withdrawal period expires 14 days after you or a third party appointed by you, who is not the carrier, take(s) physical possession of the good.
- The article must be returned unworn and in the original state with all original labels and packaging.
When will my return be processed?
After you have sent your return and we have received your return in good order, the status of the article changes to “return processed”. It may take a few days after receipt of your return shipment before it is processed, but the full purchase amount will in any case be refunded within 14 days after dissolution.
Can I exchange an article?
It is not possible to exchange an article for another article. You can always return your article if it complies with the return conditions and subsequently re-order the article you want if this is available.