Return Policy
This return policy applies to all orders made on www.byacre.com/eu/ in Europe.
We want you to be satisfied every time you shop with us. But should you for any reason be unhappy with the goods you have purchased, you may return them to byACRE within 30 days of receiving the product. Demo rollators and used spare parts are exempted and cannot be returned.
Try it out!
But be considerate.
It must stay in a condition where it can be resold as it still wants to bring joy to others.
This means that the rollator must show no signs of scratches or other marks from usage, the seat remains unstained, and the wheels are wiped clean from dirt.
The return must be in the original package.
We will not accept the return of any non-standard products, i.e. products modified to the customer’s request.
How do I return my order?
Check which return zone you belong to. Only EU Zone 1 is eligible for free return. Unfortunately, we cannot offer a free return to regions outside the EU Zone 1.
EU Zone 1
| Austria Belgium Cyprus Czechia Denmark | Estonia Finland France Germany Ireland | Latvia Lithuania Luxembourg Malta Netherlands | Poland Portugal Romania Spain Sweden |
Islands and remote areas may be charged a shipping fee.
The return of accessories is always paid for by the customer. Unless they are packed together with a rollator.
Eligible for free return
✓ Fill out the return form to receive the pre-paid return label
✓ Send to: customerservice@byacre.com to receive the pre-paid return label
✓ Pack up the product together with the filled-out return form carefully in its original package
✓ Put the return label on the package
✓ Drop off at the designated delivery service
Not eligible for free return
✓ Fill out the return form
✓ Pack up the product carefully in its original package
✓ Place the filled-out return form in the package
✓ Send to:
byACRE
c/o PORTICA GmbH
Von-Galen-Str. 35
47906 Kempen
Germany
Tip: Take pictures before returning
When making a return, we recommend documenting the condition of the walker with a series of pictures.
That will support your case in the event the walker is damaged when arriving at the warehouse.
Please use the picture angle shown below. It shows the walker from all the important angles that will best support your refund claim:
