FAQ

Not satisfied with one of our items?
You have 30 days from the delivery date to return the items. For NL, DE and BE the costs of returning items are €1,95. However, the items must be in their original state, including the attached price tag.
Register your return via our Return Portal. PLEASE NOTE! Only returns registered through the returns portal can be processed by our warehouse. Items sent back to us without first submitting a return request will not be accepted.

Registering a return in a few steps:

• 1. Register your return via our Return Portal
• 2. Enter your order number and email address.
• 3. Select the item you wish to return and enter the reason for the return.
• 4. Choose a return method.
• 5. Pack the item. Preferably in the original packaging. Do not forget to remove and/or make unreadable any old shipping labels.
• 6. Send your return via a DHL point. Keep the proof of dispatch until your return is processed correctly. You can also drop off your package at one of our nearest Brandstores.
• 7. Refund

Upon receipt in our warehouse, we will check and process the items. You will receive a refund within 2 to 10 working days. The refund will be sent to the same method of payment used. If you return your entire order, you will also receive a refund for the shipping costs.

CHASIN’ has the right to refund an amount via another means of payment. This only occurs if permission has been given by the customer; otherwise, the refund will be made using the same method of payment.

If you have paid (part of) your order with Performance Points, discount codes, and/or promotions, then the points and discounts will be proportionally allocated across your ordered items. When returning these, the points will be proportionally re-credited to your member card, and any parts of promotions will be void.

You can also exercise your right of withdrawal within 30 days by sending us a statement that you wish to cancel the purchase. This can be done using the model withdrawal form, but it is not mandatory. You will find this form below.

Model Withdrawal Form

(only fill in and return this form if you wish to withdraw from the contract)

To: Chasin' B.V.
Impact 60B
6921 RZ Duiven
info@chasin.com

   I/We(*) hereby notify you that I/We(*) am/are withdrawing from our contract regarding the sale of the following products: [product description](*)
   Ordered on(*)/received on(*) [date of order with services or receipt with products]
   [Name of consumer(s)]
   [Address of consumer(s)]
   [Signature of consumer(s)] (only when this form is submitted on paper)
   Date

(*) Delete as appropriate or fill in as applicable.

Did you receive an incorrect or damaged item? We kindly request you report this as soon as possible to your CHASIN’ Brandstore or our customer service.

Do you have any other complaint? Please report this as soon as possible via our Returns Portal. Your complaint will be processed by the end of the next working day. We will send you a confirmation by email.

You can also always contact us, we are happy to help you further:

info@chasin.com

At CHASIN', safety and quality come first. We aim to deliver products of the highest quality that comply with all safety requirements. Should it unfortunately occur that a product does not meet our standards, we will initiate a recall to protect and fully support our customers.

You can exchange the product free of charge for a new one that does meet our safety and quality requirements. In addition, you can also return the product, online or in-store, with the return form. You will then receive the full purchase amount back.

Recall announcement

When a product is recalled, we announce this immediately via:

- Our website

- Social media channels

- Email newsletters to customers

- Notices in our stores

In the announcement, we detail the specific product, including images, order numbers, product codes, and other identifying features. We clearly state why the product is being recalled and what the risks are.

Information for customers

In the announcement, we provide support for customers to check if their product is part of the recall. We also explain what customers can do to ensure their safety, such as not using the product until it has been returned.

Return instructions

Customers receive clear instructions on how to return the product.

Free return service: Customers can return the product free of charge or bring it back to one of our stores.

Refunds and replacements

In the event of a recall, we offer our customers the following options:

Full refund: Customers receive the full purchase price back.

Replacement product: If possible, we offer a replacement product that fully complies with our quality standards. All refunds and replacements are processed within 14 working days.