Need Help?
You Have a Question?
Let us Answer it.
Frequently Asked Questions
🛒 ORDERING & SHIPPING
Your order is sent directly by the manufacturer in some cases or an intermediary company securely and promptly.
This is called “Dropshipping“.
Please note that the specific transport company used for your order may vary depending on your location and the selected shipping method during the checkout process.
📦 RETURNS & WARRANTIES
KneeSolution manage every Return and Refund.
You have 30 days to return unused items in their original packaging. Return shipping costs are at your expense unless there’s a product defect.
KneeSolution manage every Return and Refund.
To make a return, please contact our customer support at [email protected] and provide your order number and the reason for the return.
- Contact our customer service to get a return number
- Carefully package your items with the invoice
- Ship to the indicated address
- Refund is processed within 7 days after receipt
Yes, all our products come with a minimum 1 year manufacturer’s warranty against manufacturing defects.
Exchanges can be made within 30 days after your order has been dispatched.
It is possible to exchange the same item for a different size. You will not need to pay for additional shipping costs when the exchange order is shipped out.
If the size you acquire is not available, you will need to make a regular return.
Kindly note that it is not allowed to tape any documents or labels directly to the product packaging (inner packaging). The right to exchange does not apply to goods that have been washed, used or are damaged. If you have received a damaged product or wish to file a claim, we kindly ask you to contact our customer service.
Note: You as the customer have the financial responsibility of ensuring your return is on its way to us. Please make sure to request a receipt when you return the package or save the tracking ID.
When purchasing goods from us, a 14-day right of withdrawal always applies in accordance with current consumer protection legislation. This means that you have the right to cancel your purchase by notifying us within 14 days of receiving the ordered item (the cancellation period).
Note: The right of withdrawal does not apply to goods with a broken seal or without a price tag/tag.
You have the right to open the packaging and check, for example, the color of the product. If you are unsure whether the right of withdrawal applies, please contact our customer service.
When you cancel your purchase and have registered your return digitally within 14 days, the amount you paid for the item including original delivery costs will be refunded.
The refund will be made no later than 14 days from the date we received your notice of exercise of the right of withdrawal.
🩹 PRODUCT SELECTION & USE
On every product third or fourth image is the size guide (in French, and English)
🛍️ My Order:
We will send an order confirmation to the email address you provided as soon as your order has been registered in our system. Make sure that this email has not ended up in your spam.
Please note that it may take up to an hour for this email to be sent when the transaction must be reviewed and approved by your payment provider. Once your order has been packaged and sent from our warehouse, you will also receive a delivery confirmation that shows your tracking number / package ID where you can see where your delivery is.
