Is your purchase not what you were looking for after all? As a consumer you have a legal cooling-off period with us: you may withdraw from your order within 14 days of receipt, without giving a reason. On this page you can read exactly how that works and how you get your money back. Is it not about regret but about a defect or a wrong delivery? Then other, more favourable rules apply — you can find them under the section about defects.
Your cooling-off period: 14 days
The 14-day cooling-off period starts on the day after you — or someone you designated — physically received the product. If your order is delivered in multiple parcels, the term only starts on the day after receipt of the last item or the last shipment. Within those 14 days you may withdraw from the contract: you do not need to give a reason and no prior permission or RMA number is required.
During the cooling-off period you may examine the product carefully as you would in a shop: to determine what it is, how it works and whether it meets your expectations. If you use the item further than necessary — for example actually putting it into use, damaging it or missing parts — we may charge a depreciation that we offset against your refund. We only do this where reasonable and proportionate; normal inspection is never a problem.
How to report your withdrawal
You report your withdrawal in a way that is easy for you — all of these routes are valid:
- Email. Send an email to [email protected] with your order number, which items you withdraw and your name.
- Model form. Copy the model withdrawal form from the Order withdrawal page, fill it in and send it by email or post to us.
- Letter. A clear statement by post to our registered address is equally valid. Mention your order number, which items you withdraw and your name.
The day you send your statement (not the day we read it) determines whether you stayed within the cooling-off period. Your statement is always registered; the assessment of requests is then done by a person, not by an automatic rejection.
Sending back within 14 days
After your withdrawal notification you have another 14 days to actually send the item back. After your notification we send you the practical instructions and the correct return address — send your parcel there, not to an address you find yourself. Pack the item firmly, preferably in the packaging you received it in if still usable. The original product packaging is not required for a valid withdrawal: pack so the product survives the journey well.
The risk of the return shipment lies with you until we have received the parcel. Therefore use a shipping method with tracking and keep your proof of shipment: that is your proof of return if something goes wrong on the way.
Do not use more than necessary
To prevent depreciation: examine, inspect and decide. A heated textile product that has actually been put into use (beyond a reasonable inspection) cannot be taken back at full value — only really use the item once you decide to keep it.
Unsure whether your case falls within the cooling-off period? Ask us before putting the product into use — that prevents disappointment afterwards.
Defect, damaged or wrongly delivered? Different rules
Did you receive a product that is defective, arrived damaged or does not match your order? Then you do not need to ‘return for the sake of returning’: the legal warranty (conformity) applies, which exists independently of a cooling-off period. Report it via [email protected] with your order number and a description of the problem; we solve it — in that case you also pay no return costs. Read more on Warranty, defects and complaints.
Costs and refund
The direct costs of sending back your return are at your own expense. You choose the carrier and the rate yourself; we never charge administration, restocking or return-processing fees for a legal withdrawal.
We refund you via the same payment method you paid with, unless we agree otherwise — so we do not oblige you to accept a voucher. The refund takes place within 14 days after we received your withdrawal statement. We may suspend that payment until we have received the products back or until you have provided proof of return shipment — whichever occurs first.
With a full withdrawal you also get back the standard shipping costs of the outbound shipment. If you chose a more expensive delivery option yourself (for example express), that extra surcharge does not fall under the refund: we refund the costs of our cheapest offered standard delivery.
With a partial withdrawal — you keep part of your order — we refund the purchase amount of the returned items; how shipping costs are then divided is discussed per case where needed, according to the same principles.
Good to know
- No reason needed. We do not ask why you return. You may tell us — it helps us improve — but it is not required.
- Your statement is the starting point. Send your statement within the cooling-off period and the rest follows; you do not need to wait until we ‘approve’.
- Do not use more than necessary. To prevent depreciation: examine, inspect and decide — only really use the item once you decide to keep it.
- Keep your proof of shipment. With a return without tracking you have no proof; choose a traceable option.