30-day warranty
30-day money-back guarantee
Colleins doesn't work the same for everyone. So you don't have to take our word for it: try it for 30 days. If it doesn't work for you, you'll get your money back.
Yes, even if you have already opened a pouch. You can't judge if something works for you if you haven't consumed it. So, one pouch may be open and used.
How it works
Returns in four simple steps – no hassle, no small print.
1
Try it
You have 30 days from the moment your order is delivered.
2
Let us know
Not for you? Within 30 days, email support@colleins.com with your order number. One line is enough, no need to explain why.
3
Return your order
You will receive return instructions from us within 2 business days. Please include a note with your order number so we can link your package directly to your order.
4
You get your money back
We will refund it in the same way you paid.
What we ask of you
We'll keep it simple, and we prefer to say it upfront rather than afterwards.
One bag may be opened. The other bags from your order must be returned unopened, with the seal intact and in their original packaging.
Everything must be returned. This includes items that we have sent on or replaced, and gifts such as the Welcome Kit. Please ensure gifts are unused. If they are missing or have been used, we will deduct their retail value from your refund.
Report it within 30 days of delivery, and return your package within 14 days of your report.
One per customer. The guarantee applies once per customer, household, and delivery address.
Intended for personal use. The warranty does not apply to orders clearly not intended for personal use, such as orders intended for resale.
What it costs you
From the Netherlands and Belgium: nothing. You will receive a free return label from us.
From another country: the return costs are for you. We cannot create a return label outside of the Netherlands and Belgium, so you will send the package yourself and pay for the shipping costs. We prefer to tell you this now rather than later, so you can take it into account. Send with track and trace, so it is clear that the package is on its way.
You can register your return here: https://colleins.returnless.com/.
Tip: Take a photo of the contents and the sealed package before sending. This is useful for both of us if anything goes wrong during transit.
What you'll get back and when
You will receive a full refund of the purchase price you paid for the products. The shipping costs of your original order are not covered by this guarantee.
We will refund you within 14 days, calculated from the moment we receive your package.
Frequently asked questions
No. We'd love to hear it because we learn from it, but it's not a condition.
Email us. The guarantee applies to one opened bag, but we always check what's possible.
The guarantee applies to your first delivery. For subsequent deliveries, your statutory right of withdrawal applies, and you can cancel your subscription at any time.
Yes, preferably unused. If you keep it, we will deduct the retail value from your refund.
That is different from this warranty. Email us within 7 days of delivery at support@colleins.com with your order number. We will then investigate with the carrier and resolve the issue.
One per customer, household, and delivery address.
The small print, perfectly legible
This warranty is provided by Colleins B.V., Zoutmanstraat 34, The Hague, Netherlands (no visiting address), Chamber of Commerce 97605611. The warranty period is 30 days from the day your order was delivered and applies to orders delivered in the countries to which we ship. The full terms and conditions are set out in article 8.2 of our general terms and conditions, to which this page refers and which apply thereto.
Questions? Email support@colleins.com or call +31 70 2042685.
