Refund policy

The return and refund policy is covered in our Terms of service under Article 8 – Right of withdrawal and Article 9 - Return.

 

Article 8 – Right of withdrawal

  1. During 14 calendar days, the consumer has the possibility to terminate the agreement without stating reasons. This period starts as of the day of receipt of the product by the consumer or by a third party so designated by the consumer, which third party is not the shipping company. This right of withdrawal may be evoked by means of accessing the esgeneris Return Portal with the notification of the return or exchange, including name, address, date of receipt and purchase order number. If the delivery of the products of one order is not in a single shipment, then the 14 day period starts as of the day of receipt of the last product by the consumer or by a third party so designated by the consumer, which third party is not the shipping company.
  2. In case the consumer uses his right of withdrawal, he shall return the product to the company with all delivered accessories and — if reasonably possible — in the original state and packaging, as soon as possible, however, in any case within 14 days after the termination and in conformity with the reasonable and clear instructions provided by the company.
  3. During the period that the consumer has the product in his possession, he shall handle the product and the packaging with care.
  4. The consumer will only unpack and use the product to such a degree insofar that is necessary to assess whether he desires to keep the product. In case the purchased product concerns shoes, the consumer is obliged to fit these on a soft surface such that the soles will not show any signs of use. If the product is provided with a ‘tag’, a card stating the announcement: “Returns will only be accepted if this tag remains attached to your purchase”, or words of a similar meaning, this tag may not be removed.

 

Article 9 - Return

  1. In case the consumer uses his right of withdrawal, the company may (only) charge the direct costs for returning an order in relation to the pre-paid return possibility. Within the Netherlands these direct costs are €6,95 and within other EU countries these are the costs that local mail services may charge. Such direct costs will be deducted from the refund. The company will refund all amounts paid to the company within 14 days after receipt of said email, provided the item(s) have been received by the company. The refund will be issued through the same means of payment used during the purchase.
  2. The consumer undertakes to observe the instructions with regard to the returns that are to be reasonably provided by the company.
  3. Upon exercise of the right of withdrawal, the company will repay the purchase price, minus the direct costs of pre-paid return, as soon as possible, thereby aiming at 1 to 3 working days, however, in any case within 14 days after the exercise of the right of withdrawal provided that I) the goods have been received by the company or II) the consumer provides evidence that the goods have been sent to the company.
  4. Items bought online can be returned or exchanged in our stores.
  5. Returned items should be in perfect condition with the esgeneris tags attached. The customer is liable for any decrease in value of a returned item, which decrease has occurred for reasons other than to determine whether the item fits.
  6. The return item is the customer’s financial responsibility until it has been received by the company. The customer may use the pre-printed return labels as provided by the company. It is the responsibility of the customer that the return-receipt is kept safe until the return is processed by the company.