Refund policy
📦 Returns, right of withdrawal and repairs – Prohaar
The webshop Prohaar (prohaar.nl) is owned by Kiljano Group.
The conditions below have been prepared in accordance with applicable European Union legislation and are intended to provide clear rules for returns, withdrawal and repairs, while also protecting Prohaar against misuse.
Damage upon delivery
If a product is delivered damaged, this must be reported no later than 48 hours after receipt via
📧 info@prohaar.nl, stating the order number and providing clear photos of the damage.
Reports made after this period can no longer be claimed from the carrier and will be handled as a standard service or repair request.
Right of withdrawal (14 days – consumers only)
The consumer has the right to withdraw from the agreement within 14 days after receipt of the order without giving any reason.
After registering the withdrawal, the customer has another 14 days to actually return the product.
If the return shipment meets all conditions, Prohaar will:
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refund only the value of the product,
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using the same payment method used by the customer for the order.
The original shipping costs will not be refunded.
The costs of the return shipment are always borne by the customer, unless the return is the direct result of an error by Prohaar.
Return address
The return address is not fixed and is provided exclusively by email after the return has been correctly registered.
The return shipment will be assigned to one of our logistics points in Belgium, the Netherlands or Poland, so that the customer has the shortest and most cost-effective shipping route possible.
Returns sent without prior registration or to a non-authorised address will not be accepted.
Conditions for accepting returns
To qualify for return:
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the product must not have been used beyond what is reasonably necessary for testing,
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only checking the product as would be possible in a physical shop is permitted,
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the product must be complete and undamaged,
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the product must be returned in the original, undamaged packaging.
If the product or packaging shows signs of use, assembly, installation, technical intervention or intensive testing, the return may be refused or a reduction in value may be applied.
Cosmetics and hygiene products
According to European legislation:
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opened cosmetics and hygiene products cannot be returned under any circumstances,
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this applies in particular to products whose seal has been broken, such as shampoos, masks, ampoules and treatment products.
The return of opened cosmetics is not possible, even after single use.
Small equipment and tools
Small equipment and professional tools (such as hand tools, accessories and small electronics) are subject to the standard return rules of the European Union:
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right of withdrawal: 14 days (consumers only),
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return costs: borne by the customer,
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the product must be complete, undamaged and only reasonably tested.
No right of return applies in particular to
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assembled or installed wash units,
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assembled chairs, tables, furniture and large salon equipment,
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equipment permanently connected to water, electricity or drainage systems,
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attempts at self-repair, modification or technical manipulation,
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removal of seals, safety features or serial numbers,
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commercial use in a salon,
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custom-made or specially ordered products,
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opened cosmetics and hygiene products.
Return procedure
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Register the return via info@prohaar.nl, stating the order number.
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After verification, you will receive the nearest return address by email.
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Return the product within the specified period, properly packaged.
After inspection:
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the amount will be refunded, or
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the return will be refused if the conditions have not been met.
Exchange is not guaranteed.
Returns of large and bulky products
Different conditions apply to large and bulky products, such as salon furniture and technical equipment.
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the costs for return transport to the warehouse are always €150 excluding VAT and will be deducted from the amount to be refunded,
Return is only possible if the product:
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is unused,
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has not been assembled or installed,
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has not been put into use,
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has only been reasonably inspected, comparable to an inspection in a shop.
Products showing signs of assembly, installation, commercial use or technical intervention are not eligible for return.
Uncollected shipments
If a shipment is returned due to non-collection or refusal:
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only the product value will be refunded,
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minus transport and return costs,
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for large products always €150 excluding VAT.
🔧 Repairs and service
Registering a repair
Repairs must be registered via
📧 info@prohaar.nl
Please include the order number, a clear description of the problem and, where possible, photo or video material.
Repairs of furniture and large equipment
Depending on the situation:
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a technician will be sent on site, or
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the product will be returned to technical service.
Technician call-out costs:
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Netherlands – €85 excluding VAT,
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Belgium – €150 excluding VAT,
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Germany – €250 excluding VAT.
Pallet collection: €150 excluding VAT.
The customer is responsible for correct and safe packaging.
Repair conditions
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within warranty – free repair,
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defect within 14 days – return or replacement,
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manufacturing defect – free repair,
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outside warranty – repair after approval of a quotation.
The warranty does not cover damage caused by:
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incorrect use,
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self-repairs or modifications,
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normal wear and tear.
In the case of returns, business orders (B2B) are subject to Directive 2011/83/EU.
Contact
📧 info@prohaar.nl
📍 Prohaar.nl