I wish to return my order

If the received item does not meet your expectations, you can request a return label within 30 days of receiving your package. Returns are free if the purchase value is over €65, otherwise €7 is deducted for shipping costs. Ensure the product is well packaged. After receipt of returned items, a refund will be processed.

Request your label via the button below:

We process your return request within 3 working days. Also check your spam folder for updates.

Return conditions:

· Is the purchase value over €65?

YES: You can return the item for FREE:

• Purchase value > €65;
• Within 30-day reflection period;
• Item is complete;
• Item is undamaged;
• Item is unused, unworn, and unwashed;
• Item has original packaging;
• • The full order amount including shipping costs will be refunded.

NO: You can return the item with a €7 return fee:

• Purchase value < €65;
• Within 30-day reflection period;
• Item is complete, undamaged, unused, unworn, unwashed, with original packaging;
• • Return shipping from home to our webshop is at your cost.

When you cannot return the item:

• After the 30-day reflection period;
• Products explicitly non-returnable in description;
• Stock sale items;
• Incomplete or damaged items;
• Used, worn, or washed items;
• Items without original packaging;
• Hygiene-sensitive products (see below).

Exceptions:

1. Hygiene-sensitive items (contact with body fluids) cannot be returned by law (bandages, braces, urinals, masks, rapid tests, opened disinfectants, diapers, mattress covers, mattresses, cushions, toilet/chair aids, intimate items).
2. Custom-made or made-to-order products cannot be returned (chairs, tables, lifts, beds, etc.).
3. Pallet or special shipments (Seahorse, luxury toilet chairs, lifts, floor lifts, etc.) cannot be returned.
4. Custom Gert packages cannot be returned.

Large items outside PARCEL format must be returned at your own risk & cost (e.g., transfer boards, bed rails).

Contact us to verify if a hygiene item can be returned. Always read the product info carefully.

Legal provisions:

You have the right to cancel your order within 14 days without giving reasons. After cancellation, you have 14 days to return the product. Full order amount including shipping costs refunded, excluding return shipping home-to-webshop (~€7, free if return > €60). Use the model form or contact info@soinsonline.be. Refund processed within 14 days after receipt.

Damaged or used items may be refused or have charges applied.