This policy applies to sales of products by Progress Group BV, trading as Progress Group Safety, through progressgroup.shop, in the showroom and under individual quotations and orders. Contact details: Smallandlaan 29B, 2660 Antwerpen, Belgium;
contact@progressgroup.be;
+32 3 334 11 14.
Withdrawal following a change of mind is separate from a complaint about a defect.
1. Consumer withdrawal
A consumer has 14 calendar days to withdraw from a distance contract without giving a reason. The period starts on the day after receipt by the consumer or a third party designated by them other than the carrier. For separate deliveries of a single order, receipt of the last item counts; for goods delivered in parts, receipt of the last part counts.
A consumer who concluded the contract entirely in our showroom has no statutory right of withdrawal for a change of mind. A voluntary return, exchange or cancellation of that purchase is possible only with Progress Group’s individual consent and on the conditions it specifies. Statutory rights relating to defects or non-performance remain unaffected. Collection from the showroom does not remove a consumer’s statutory right of withdrawal from a distance contract; the rules and exceptions set out in this policy continue to apply.
Whether a contract is concluded at a distance depends on the entire process by which it is concluded, not merely on the use of email or telephone.
2. Notice and return
Before the deadline expires, send an unambiguous statement to contact@progressgroup.be or the address above. You may use the withdrawal form, but this is optional. Valid withdrawal does not require prior return authorisation.
You may also use the online withdrawal function on our returns page, identify the contract or goods covered by the withdrawal and confirm submission of your withdrawal notice. We acknowledge receipt without undue delay by email or another durable medium, stating the content, date and time of your declaration.
Send the goods back within 14 days after informing us of your withdrawal to Progress Group BV, Smallandlaan 29B, 2660 Antwerpen, Belgium. Dispatch within that period is sufficient. Keep proof of dispatch. Do not return goods directly to a manufacturer unless we agree otherwise.
You bear the direct cost of returning the goods. For goods that cannot normally be returned by post, we disclose the cost or legally required estimate before purchase.
3. Product condition
You may inspect and try on the goods to the extent necessary to establish their nature, characteristics and functioning, as in a shop. You are liable for any decrease in value caused by handling the goods beyond what is necessary to establish their nature, characteristics and functioning. This may include use at work, washing, damage or an incomplete return. If we make a deduction for this, we explain the reason and the amount. Return all supplied parts and accessories and, if still available, packaging and labels.
4. Reimbursement
We reimburse the amounts due without undue delay and within 14 days of receiving your withdrawal statement. We may withhold reimbursement until we receive the goods or you provide evidence of their return, whichever occurs first, unless we have offered to collect them.
For full withdrawal, we also reimburse the delivery charges you paid, up to the cost of the least expensive standard delivery we offered for your order. The surcharge for a more expensive delivery method chosen by you is not reimbursed. For partial withdrawal, we reimburse the price paid for the goods concerned. If standard delivery would have cost the same for the products you keep, that delivery cost is not reimbursed. If the returned products increased that cost, we reimburse the relevant difference within the amount paid, using the terms that applied when the order was placed. We do not add new delivery charges solely because of partial withdrawal, including where the value of the products kept falls below the free-delivery threshold. Mandatory consumer rights remain unaffected. We use the same means of payment unless you expressly agree to another method at no cost to you.
5. Exceptions
The right of withdrawal does not apply to non-prefabricated goods made to your individual choice or specifications, or clearly personalised goods, such as clothing bearing your logo. This applies even if production has not yet started.
It also does not apply to sealed goods unsuitable for return for health protection or hygiene reasons where the seal has been broken after delivery. We inform you of the applicable exception before purchase. A standard size or standard colour does not in itself constitute personalisation. Your rights relating to defects remain unaffected.
6. No business return right
B2B: there is no right to return or exchange a correctly fulfilled order because of a change of mind. Any exception requires our prior individual written consent and is subject to the conditions agreed in it. An exception does not create any entitlement to future returns.
Changes to and cancellation of an accepted business order are governed by section 6 of the terms of sale.
7. Defects and other rights
Report a defect to contact@progressgroup.be, including your order details, a description and photographs if possible. Statutory defect claims are not limited to the 14-day withdrawal period. Progress Group bears the necessary costs of providing the remedies to which the consumer is legally entitled for goods that do not conform to the contract, such as repair or replacement. Agree a safe procedure with us before returning contaminated or potentially hazardous products.
Mandatory statutory rights remain fully applicable. A purchase is governed by the terms validly agreed when that contract was concluded. A later update to this policy does not automatically change those terms. The terms and conditions of sale further govern sales and complaints.