Exchange
Exchanges are possible within 30 days using our exchange and return form.
Return
Not happy with your product? At De Kroo Ruitersport you have 30 days for reflection!
Warranty
Upon receipt of your order always check immediately that all items have been received in good order. Is there something wrong with the product you received? Report this within 48 hours after receiving your package to our customer service.
Do you have another question or complaint? Always contact our customer service first. Always send us your question or complaint together with your order number and possibly a picture and we will contact you personally.
Return conditions
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This is possible if the items are unworn and unused (in original condition) and have the original labels and price tags. Trying on clothes in a hygienic way is allowed.
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If you no longer have the original packaging or shipping box, you may also return it in other packaging, as long as the return label is clearly visible. Always include the original invoice and the completed exchange and return form.
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Shoes and boots, in addition to the shipping box, should always be packed in the original (shoe) box from the manufacturer in which they were delivered.
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Will you be trying on horse rugs? Then make sure you put another clean rug (or something else) under it so the new rug won't get covered in hair or other dirt in case you still want to exchange or return it. If the rug is dirty, covered in hair or broken, we cannot return or exchange it.
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If an item is not returned to us clean, we hope you understand that we will have to charge a cleaning fee for this provided the item can be restored to like-new condition. The cleaning fee ranges from €15 to €25, depending on the amount of work. We will deduct this amount from your refund. Of course we will let you know in advance.
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Liquid substances or fragile packages should be packed extra well so that it cannot be damaged during transport.
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The sender is and remains responsible for the return shipment. If a package is lost, you need to track the shipment yourself using the track&trace and, if necessary, initiate an investigation with the party you sent it with. We can only process returns that have actually been received by us.
Submit return
You can easily register your return online on our website in your Club DKR account.
Return costs
The shipping costs of a return or exchange are always for your own account, unless otherwise agreed. If it is an exchange, De Kroo will pay for the package to be sent back to you.
Return Label
For some countries we offer a return label from DHL on our website at a reduced price. We will then send the return label to you by e-mail. You will receive it almost immediately in your mailbox on working days between 9 a.m. and 9 p.m. (please note that this is not an automatic process!).
If this is not available for your country, you can submit the parcel to your local delivery service.
Please include the completed return form in your return package so we can process your return faster.
Refund
As soon as we have processed your return, you will receive a confirmation e-mail and you will receive your refund within a few working days.
Did you pay your order in full with a gift card?
In that case, the credit will be added back to the gift card. You can use the gift card for your next order.
Did you pay your order partially with a gift card?
If you return one or more items, the money will be refunded to the other payment method chosen when you placed the order. For example, if you chose credit card and paid with a gift card, you will be refunded and the gift card will be used for the items you kept. If the amount of the gift card exceeds the amount of the other chosen payment method, the credit on your gift card will be reactivated.
Return tracking
When presenting the return, always ask for a proof of delivery! This should be kept as proof of delivery and you are responsible for the return. This also applies if you have purchased the return label from us.
Tip: download the DHL/PostNL app (if applicable) to track your (return) shipment!
