Returns and exchanges
If you received the wrong item, or if you found a damaged or defective product after unpacking your parcel, contact us and describe the situation. If the product is unused and its packaging is intact, you may return your order within 14 days of the purchase date. If you find a defect or damaged packaging, send us photos or a short video so that we can resolve it quickly.
When can a product be returned or exchanged?
- You received a product of unsatisfactory quality;
- The contents of the parcel do not match your order;
- The product packaging is damaged;
- The product is complete and in its original packaging;
- The product was purchased in this online store.
How to start a return
Send an e-mail to sharapa@procare-global.com describing the situation and attaching a clear photo of the defect. Please write “Return” in the subject line. Keep the original packaging — without it we cannot process an exchange or a refund. We will contact you within 3 working days of receiving your request and propose a solution.
Refunds
The refund is issued to the account details provided by the customer within 5 days of us receiving the returned product.
Right of withdrawal
As a consumer in the European Union you have the right to withdraw from a distance contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party indicated by you, takes physical possession of the goods. To exercise this right, inform us of your decision by an unequivocal statement sent to sharapa@procare-global.com.
Please note: sealed goods which are not suitable for return for health protection or hygiene reasons cannot be returned once the seal has been broken after delivery.
Return address: PROCARE Sp. z o.o., ul. Korytnicka 46/52, 04-109 Warszawa, Poland. Please send goods back only after contacting us — we will confirm the address and the procedure.
Cost of return: the direct cost of returning the goods after withdrawal is borne by the customer. If we sent you a wrong or defective item, we cover the return shipping.
Refund after withdrawal: we refund all payments received from you, including the cost of delivery (up to the cheapest standard option we offer), no later than 14 days from the day we are informed of your decision. We may withhold the refund until we have received the goods back.
Model withdrawal form
You may use the form below, but it is not obligatory:
To: PROCARE Sp. z o.o., ul. Korytnicka 46/52, 04-109 Warszawa, Poland, sharapa@procare-global.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: …
Ordered on / received on: …
Order number: …
Name of consumer(s): …
Address of consumer(s): …
Signature of consumer(s) (only if this form is notified on paper): …
Date: …
Complaints
If the product does not conform to the contract, you may lodge a complaint at the e-mail address above. We respond to complaints within 14 days of receiving them — in practice usually within 3 working days.
If you have any questions, contact us by e-mail.