Returns Policy

Cooling-off Period and Returns
We offer a statutory 14-day cooling-off period after receiving your order to cancel your purchase. During this period, you can return the product, provided it is in its original condition and the sealed packaging has not been opened. Opened products cannot be returned, unless the product is defective or damaged upon receipt.

Exceptions

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There are some exceptions where we do not accept returns, including:

• Opened, used, or damaged products: If the packaging has been opened, we cannot accept returns unless the product is defective.

• Health and hygiene products: Items that cannot be returned for hygiene reasons, such as sealed products. Once the packaging of these items is opened, they cannot be returned unless the product is defective.

• Perishable products: Items such as food and personal care products with a limited shelf life.

• Digital products and services: Products like downloadable software, gift cards, or other digital products cannot be returned.

Return Conditions

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If you wish to exercise your right to return the product, it must:

• Be in undamaged condition.

• Be in the original, unopened packaging.

• Be accompanied by proof of purchase (such as an invoice or order confirmation).
  Returns will only be accepted if they meet these conditions.

Return Shipping and Costs

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The cost of returning items is at your own expense. We recommend using a traceable shipping method, as we cannot take responsibility for lost return shipments. Once the item is received, it will be inspected, and you will receive a confirmation email.

Returns and Refunds

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If your return is approved, the refund will be processed via the original payment method within 14 days of receiving the returned product. Shipping costs are non-refundable.

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Defective or Damaged Products

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If your product is defective or damaged upon receipt, you can return it at no additional cost. In this case, contact us within 14 days of receiving the product via hello@potentiela.nl, and we will either exchange or refund the item.

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Exchanges

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We do not offer a regular exchange service, but if the product is defective or damaged upon receipt, we will send you a replacement item once the returned product has been received and approved.

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Gifts

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If you received a product as a gift and it is returned, you will receive a store credit for the value of the returned product. This credit can be used for future purchases. If the order was not purchased as a gift, the amount will be refunded to the original buyer.

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Shipping

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Returns can be sent to:
Potentiela
Gasselterstraat 24
9503 JA, Stadskanaal
Netherlands

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Make sure to properly package the item to prevent damage during transport.

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Defective or Damaged Products

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If your product is defective or damaged upon receipt, you can return it at no additional cost. We will only accept returns for defective products if they meet the following conditions:

• The product must have been used according to the correct instructions in the manual or user guide.

• There should be no "control C" (such as scratches, dents, or other damage caused by improper use or mishandling). The defect must be due to a manufacturing fault or another technical issue that is not caused by improper use.

In this case, contact us within 14 days of receipt via hello@potentiela.nl and provide a detailed explanation of the issue. We may ask you to send photos or videos of the defective product to assess the problem. If the defect is confirmed, we will send you a replacement product or issue a full refund.

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Processing Returns After Quality Check

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When a returned product passes our quality check and shows no defects, it will be re-listed for sale. This applies to products that are in their original condition and meet the following conditions:

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• The product is unused and in its original packaging.

• There is no visible damage, wear, or other defects.

• The product meets hygiene standards (if applicable).

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After the quality check, the product will be added back to our inventory and made available for sale to other customers.

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