Due to the large crowds at parcel deliverers, there may be a small delay in the delivery of parcels

ANSWERS TO ALL YOUR QUESTIONS

Customer service

Welcome to KetoFitShop Customer Service. On this page you will find all the information you need about buying and returning in our webshop. Think, for example, of the process from return to shipment and from delivery times to complaints. Do you still have questions after reading the frequently asked questions below? Then contact customer service@ketofit.nl.


Shipping and delivery

HOW FAST CAN I EXPECT MY PACKAGE?
Did you order your package before 18:30? Then you will receive it the next working day! Of course it can happen that your package is delayed due to circumstances. We are also dependent on third parties, such as the parcel deliverer. We ask for your understanding for this. Does it really take much longer? Please contact our customer service. 
WHAT ARE THE SHIPPING COSTS?
The shipping costs for a standard package are € 5,95 for the Netherlands, Belgium and Germany. For packages heavier than 5 kg you pay € 9,95. We also deliver to the rest of Europe. Standard shipping costs are € 9,95 and € 14,95 for orders over 5 kg. 
DO I HAVE FREE SHIPPING COSTS WITH A CERTAIN AMOUNT?
Yeah we do! Is your total order value over € 80 and is the delivery address in the Netherlands, Belgium or Germany? Then you qualify for free shipping. Are you located in other European countries? Than you'll get free shipping with spending over € 100.
WILL I ALSO RECEIVE A TRACK & TRACE?
The moment your package is transferred to the courier, you will receive an email with a Track & Trace code. The courier can change per order, because it is always checked which is best for your situation!

Returns

WHEN CAN I RETURN AN ORDER?
  • You have the right to withdraw from the contract within 14 days, without giving a reason, and to return your item. Within this period you can view, review and / or fit the item as you do in the store, unless stated otherwise.
  • When the article is complete and in the case of nutrition (supplements) unopened. This in connection with health protection and / or hygiene after breaking the seal after delivery.
  • If the product has a warranty period and it has gone defective within this period.
CAN I RETURN MY ORDER?

As mentioned above, you have 14 days to return your order. The withdrawal period expires 14 days after the day on which the item is in your possession. By this we mean when the package has been received by you or a third party designated by you. If you revoke the agreement, you will immediately receive all payments you have made up to that point, including shipping costs (with the exception of any additional costs resulting from your choosing a different method of delivery than the cheapest standard delivery offered by us) and without delay. in any case no later than 14 days after we have received the cancellation notice. If you return only part of your order, the delivery costs will not be refunded. We will pay back with the same payment method that the transaction was originally used for, unless you have expressly agreed otherwise; in any case no costs will be charged for the reimbursement. We may wait with a refund until we have received the goods back, or until you have demonstrated that the goods have been returned, whichever is the earlier. After cancellation you must return or hand over the goods to us as quickly as possible and within 14 days. You are on time if the goods have been returned before the 14-day period has expired. The direct costs of returning the goods are for your own account. In addition, you are only liable for the depreciation of the goods, which is the result of the use of the goods, which goes beyond what is necessary to determine the nature, characteristics and operation of the goods. In that case we may deduct this value reduction from the amount to be repaid. 

WHAT IS THE GUARANTEE PERIOD?
As a consumer, you are entitled to the statutory provisions on guarantee on every purchase. The legal guarantee means that the product is or must do what you can reasonably expect from it. You also have a two-year manufacturer's warranty on fitness equipment, blenders / electronics. This factory warranty does not affect the earlier legal warranty.
CAN I RETURN ALL PRODUCTS?
There are some exceptions. The products below are not eligible for returns. 
  • Credits, such as shop credit, cannot be exchanged for money.
  • Products that can spoil within the cooling-off period cannot be returned.
  • Fresh produce cannot be returned. This is due to a limited expiration date.
HOW DOES RETURNS WORK?
To return or cancel your package, you use the cancellation form. Fill this in completely and include it with your return. Make sure it is sent to us no later than 14 days after receipt. The return address can be found on the withdrawal form. 
DO I ALWAYS PAY THIS SHIPPING COST?
There are a few cases where we take over the shipping costs. These are settled with the refund of your payment. You must provide a copy of the receipt for this. The situations to which this applies:
  • You have received the wrong product.
  • The product was delivered broken.
  • The product is over the expiration date upon delivery.
CAN I ALSO EXCHANGE PRODUCTS?

This is not possible. Returns are always handled through a refund. This is to prevent confusion, for example, if the product that you would like to replace appears to be out of stock. 

 


Payments

WHAT PAYMENT OPTIONS ARE THERE?
Payment option Costs Short description
iDEAL Free Secure and easy online payment in your own internet payment environment.
Bank transfer Free You can easily pay for your purchases by bank transfer via Buckaroo. Please note: you will receive an e-mail from Buckaroo and no longer transfer directly to KetoFit.
AfterPay – one-time authorization Free You only have to state your account number and name.
AfterPay – digital giro collection form Free Receive now, pay in 14 days. You will receive a digital giro collection form by e-mail afterwards.
PayPal Free Pay securely and easily online via your own PayPal account.
Credit Card Free We accept MasterCard and Visa.
EXTENSIVE DESCRIPTION PAYMENT POSSIBILITIES
iDEAL
With iDEAL you can pay online safely and easily. You can pay in your bank's trusted payment environment. When paying for the order you can indicate that you want to pay with iDEAL. Then select the bank to which you are affiliated. You will then be redirected to your banking environment where the payment order is immediately ready. The bank asks for a number of details and to authorize the payment. The amount is then immediately debited from your checking account and we will send your order immediately.
AfterPay
Did you already receive the order and pay later? This is possible when you choose AfterPay, one-time authorization or pay via a digital giro collection form. You can order up to a maximum amount of €300.

AfterPay performs a data check to approve your request to make the payment. AfterPay applies a strict privacy policy as described in its privacy statement. In the unlikely event that your request for payment is not authorized, you can of course pay for your order by choosing another payment method.

Note: AfterPay takes care of these payments for KetoFit, so make no transfer money to us!

You can ask questions about a payment Contact record with AfterPay. For more information, please refer to the consumer section of the AfterPay website.

Bank transfer

You can easily pay for your purchases via bank transfer (BankTransfer). If you choose this payment method, you will receive all information from Buckaroo by e-mail to be able to make the payment.

Note: the order will only be shipped after your payment has been processed. If you choose this payment method, the delivery time will be longer than usual.

Paypal
Paying via PayPal is easy and fast. During the ordering process you choose PayPal payment method and then you are immediately redirected to your PayPal account, where you can complete the payment.
Credit Card
At KetoFit you can pay with the new and even more secure methods of Eurocard/MasterCard Securecode and Verified by Visa. If a payment method with a credit card is chosen, the conditions of the relevant card issuer apply. KetoFit is not a party to the relationship between you and the card issuer. During the ordering process you can choose to pay by credit card. The bank will then authorize the payment and we will immediately send your order.
IS ONLINE PAYMENT SAFE?

Secure online payment: Online payment details such as iDEAL or Credit Card are directly transferred to the Ogone payment platform via a secure Secure Socket Layer connection (SSL). SSL is the most widely used security protocol on the Internet and is used to encrypt data that is exchanged between a consumer and a server. SSL is a way of encoding data that makes it impossible for third parties to read messages. All browsers support SSL and therefore indicate when this security is in effect. It sets a worldwide standard for secure payment via the internet.

Privacy: The personal information that we request from you will only be used to process your order as efficiently as possible. We respect and guarantee your privacy. Personal data will not be provided to third parties under any circumstances.

 


Complaints

WHAT SHOULD I DO WITH A COMPLAINT?

It can sometimes happen that something does not go entirely as planned or desired. We advise you to make your complaints known to us by contacting our customer service. This is possible by sending an e-mail to customer service@ketofit.nl. Try to be as complete as possible in the information that you provide to us. This way we can best help you with a solution. We aim to respond to your message within 24 hours and give a substantive response within 14 days.

Are you not satisfied with the handling of your complaint? Then you can submit it to the disputes committee.

IDIS
PO 90600
2509 LP in The Hague
www.sgc.nl

You can also submit your complaint to the Disputes Committee via the European ODR Platform https://ec.europa.eu/consumers/odr/.

 


Contact

HOW CAN I CONTACT YOU?

Do you still have questions after reading the points above? Then contact our customer service. This can be done by e-mail via customer service@ketofit.nl

Email: customer service@ketofit.nl
COC: 74513427
VAT: NL219114894B01

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