Returns can be reported via: https://colleins.returnless.com/

Refund Policy

Last updated: October 11, 2025

At Colleins, we strive to ensure that you are completely satisfied with your purchase. This refund policy explains how our return and refund process works.

1. Our Return Policy

1.1 Extended Return Policy: 30 Days

We offer a 30-day return policy starting from the date you receive your order. This is longer than the standard 14-day return period required by law.

1.2 Important Condition: Unopened Product

Please note: For hygiene reasons, we can only accept unopened and sealed products for return.

This means:

●The seal must still be completely intact

●The product must not have been opened or used

●The packaging must be in its original condition

Why? Colleins Pink Lemonade is an oral dietary supplement. For safety and health reasons, we cannot resell opened products.

2. How Does the Return Process Work?

Step 1: Contact Us

Send an email to support@colleins.com with:

●Your order number

●Reason for return

●Confirmation that the product is unopened

Step 2: Wait for return instructions

Our team will send you return instructions, including the return address, within 2 business days.

Step 3: Send Your Return

●Carefully pack the product in its original packaging

●You are responsible for the return shipping costs

●We recommend using Track & Trace (you remain responsible until we receive the package)

●Ship within 14 days of submitting your return request

Step 4: Receive Your Refund

After receiving and inspecting the return:

●Refund within 7–10 business days

●Using the same payment method as your original payment

●You will receive a confirmation email

3. What Do You Get in Return?

Full refund of the product price

Shipping costs are non-refundable

Return shipping costs are the customer's responsibility

Example:

●Product: €40.00

●Shipping costs: €4.95

●Refund: €40.00

With the 3+2 Launch Deal, free gifts (tote bag, water bottle) are not refunded separately if the item is returned.

4. When Is a Return Denied?

Unfortunately, we cannot accept a return if:

●The seal has been broken (the product has been opened)

●The product has been (partially) used

●The packaging is damaged or incomplete

●The return will be shipped after 30 days

●The product was not returned in accordance with the instructions

In that case:

●We will contact you

●The product will be returned to you (at your expense)

●No refunds

5. Did you receive a damaged or defective product?

If your product arrived damaged or defective, a different procedure applies:

Report It Immediately

Please contact us at support@colleins.com within 48 hours of receipt, providing:

●Your order number

●Photos of the damage (both packaging and product)

●Description of the problem

Our Solution

If a product is defective or damaged, we offer:

●Free replacement of the product

●Full refund (if you do not want a replacement)

●We cover all shipping costs

Please note: If the product is damaged, you do not need to return it unless we ask you to.

6. Did you receive the wrong product?

Did we make a mistake and send the wrong product?

●Please contact us directly at support@colleins.com

●We will ship the correct product to you free of charge

●You may keep the wrong product or return it (we’ll cover the shipping costs)

7. Cancel Order Before Shipping

You can cancel your order free of charge before it is shipped.

How?

●Send an email directly to support@colleins.com with your order number

●If the order hasn't been processed yet, we'll cancel it

●Full refund within 7 business days

Please note: Due to our fast processing (orders placed before 11:59 PM will be delivered tomorrow), your order may already be on its way. In that case, our standard return policy applies.

8. Refunds for Stock Issues

If a product is unexpectedly out of stock after you place your order:

●We will get back to you within 3 business days

●You can choose:

○Waiting for new stock

○Full refund (including shipping costs)

●Refund within 7 business days

9. How Will You Get Your Money Back?

Payment method

Refunds will be issued using the same method as your original payment:

●iDEAL: refund to your bank account

●Credit card: refund to your card

●PayPal: refund to your PayPal account

Processing time

●Processing time: 7–10 business days after receipt of the return

●Your bank processes the transaction: 1–5 additional business days (depending on your bank)

Total: up to 15 business days after we receive your return

Confirmation

You will receive an email confirmation as soon as:

1. We have received your return

2. The refund has been processed

10. Free Gifts with Promotions

With promotions like the 3+2 Launch Deal, you’ll receive free gifts (a tote bag and a water bottle worth €50).

For returns:

●You don't have to return the free gifts

●You can keep them

●No amount will be deducted from the refund

Exception: If you are returning your entire 3+2 order, we kindly ask that you also return the gifts.

11. Discount Codes and Promotions

When using discount codes:

●You will be refunded the amount you actually paid

●The discount code expires and cannot be reused

Example:

●Product price: €120.00

●Discount (40%): -$48.00

●Paid: €72.00

●Refund: €72.00

12. Exceptions

The following situations are not covered by our return policy:

●Products used after their expiration date

●Products that have been stored improperly (not according to instructions)

●Products purchased from unofficial sellers (only through colleins.com)

●Products specifically excluded from return on the product page (if applicable)

13. Consumer Rights

This refund policy supplements your legal rights as a consumer under Dutch law. You always retain your statutory warranty rights.

Legal right of withdrawal: 14 days

Colleins extended return policy: 30 days

For more information about your rights, please see our Terms and Conditions.

14 Impairment

If the product is damaged or the packaging is damaged beyond what is necessary to try the product, we may charge you for the resulting loss in value. Please handle the product with care and ensure it is properly packaged when returning it.

15. Contact

Do you have questions about returns or refunds? We're happy to help.

Email: support@colleins.com

Response time: Within 24 hours on business days

Colleins, Inc.

34 Zoutmanstraat

The Hague

Netherlands