Have a question regarding returns? Browse our frequently asked questions
- Am I able to exchange something I’ve bought?
At this moment in time, we do not offer straight exchanges/swaps. However, should you be unhappy with a product you are entitled to return it to us within 30 days where we can issue you with a refund.
- What is excluded from the right of withdrawal?
Excluded from your right of withdrawal are, amongst others, the following items:
- Sealed products that, for reasons relating to the protection of health or hygiene, are unsuited to returning and whose seal was broken subsequent to delivery;
- Products manufactured according to your specifications, which were not prefabricated and were made based on your specific choice or decision, or which are clearly intended for a specific person;
- How do I return an unwanted item?
You have the right to return your untwanted items within a period of 30 days without giving any reason. The withdrawal period expires 30 days after the day on which you or a third party designated by you, who is not the carrier, takes physical possession of the good. To exercise the right of withdrawal, you must notify us by means of a statement (e.g. in writing, by post, or e-mail) that you are withdrawing from the contract. You can use the return form for this, but you are not obliged to do so. To meet the withdrawal period, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
If you cancel the agreement, you will receive all payments you have made up to that point, including delivery costs (with the exception of any additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by us) without delay and in any case, no later than 14 days after we have been informed of your decision to withdraw from the contract. If you only return part of your order, the costs for delivery will not be refunded. We will pay you back with the same payment method with which you made the original transaction, unless you have explicitly agreed otherwise. You will not be charged extra for your refund.
You will receive your refund when we have received the goods back or you have provided proof that you have returned the goods. You must return the goods within 14 days from the day on which you notify us of your withdrawal from the contract. The deadline is met if you send back the goods before the period of 14 days has expired. You will bear the direct costs of returning the goods. You are only liable for the depreciation of the goods resulting from the use of the goods, which goes beyond what is necessary to determine the nature, characteristics and functioning of the goods.
- Return Department
- stichd sportmerchandising B.V.
- The Posthoornstraat 16
- NL-5048 AS Tilburg
- The Netherlands
- Do you offer free returns?
With the exception of faulty goods, at this moment in time, we do not cover the costs of returning the item to us.
We recommend sending the item via a recorded delivery method to allow you to track it. Unfortunately, we cannot accept liability for returned goods that never reach the warehouse or are damaged during their return.
- As a UK customer, do I have to pay additional duties to return an item as a result of Brexit?
You may be subject to additional charges when attempting to return an item to our Netherlands warehouse. Please check with your chosen courier. Additional charges for customs clearance are borne by the recipient.
- What happens after I’ve returned my item(s)?
Once we receive your item back in our warehouse we will issue a refund to the value of the item returned. Upon receipt at our warehouse, standard inspection checks will be carried out in conjunction with the reason specified on the return note. Once approved we will send you a confirmation email and a refund will be processed.
Any refund will automatically be issued to the payment method you used to place your original order. This typically takes up to 10 working days, depending on your payment method issuer.
- I've returned my item(s) but I've not received a refund
Refunds can take up to 10 working days. Once we have authorised the refund, this is down to your individual payment issuer and we have no control over it. If you still haven't received it after this time, please contact us using the options below.
- How do I return a faulty item?
We are happy to sort any issues with faulty items straight away. Please contact us using the options below, and have these details ready:
- Your order number
- The faulty item’s name
- Description and imagery of the fault
We will usually replace faulty items free of charge, and, depending on the item and issue, we will arrange collection of the faulty item.
- What should I do if my refund amount is incorrect?
We’re really sorry if we’ve made a mistake with your refund. Please contact us using the options below and we will happily sort it for you as quickly as possible.