Returns and Refund policy

Overview

Our returns and refund policy lasts 14 days. If more than 14 days have passed since your purchase, unfortunately, we cannot offer you a full refund.

Returns are processed within the Netherlands. The return address will be provided after purchase.

Eligibility for Return

To be eligible for a return, your item must be unused, unwashed and in the same condition that you received it.

Non-Returnable Items:

  • Downloadable products
  • Customized items

Announcing a Return

Before returning any item, you must contact our customer service team to announce the return and receive further instructions. Please do not send your purchase back to us without prior communication.

When reaching out, please include your order number in the email subject. Send your return request to info@10gu.nl.

Returning an Order

  1. Return Address:
    • Ship your product to the address listed on your invoice. If needed, contact us for further details.
  2. Shipping Costs:
    • You are responsible for paying your own shipping costs for returning your item. Shipping costs on returns are non-refundable.
  3. Shipping Method:
    • Depending on where you live, the time it may take for your exchanged product to reach us may vary.
    • For expensive items, consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item without such measures.

Refunds

  1. Processing Returns:
    • After we receive and inspect your return, we will send you an email to confirm receipt of your returned item.
    • We will also inform you of the approval or rejection of your refund.
  2. Approved Refunds:
    • If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.

Late or Missing Refunds

If you haven’t received a refund yet:

  1. Check Your Bank Account: Verify your account for the refund.
  2. Contact Your Credit Card Company: It may take some time before your refund is officially posted.
  3. Contact Your Bank: There is often some processing time before a refund is posted.
  4. Still No Refund?: After completing these steps, if you still have not received your refund, please contact us at info@10GU.nl.

Sale and Discounted Items

Only the price paid, as listed on the invoice, will be refunded.

Returning a Single Item from a Combined Deal

If you return one item from a combined deal (e.g., ‘buy one, get one 50% off’), the refund will reflect the deal’s terms.

Exchanges

We cannot process exchanges, only refunds, as we cannot guarantee stock. If you want an item in a different size or color, please place a new order.

Gifts

  1. Gift Items:
    • If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
  2. Non-Gift Purchases:
    • If the item wasn’t marked as a gift when purchased, or if the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will find out about your return.

Right to Cancel and Fraud Prevention

We reserve the right to cancel or refuse orders if we suspect fraudulent activity, misuse, or any other irregularities. In such cases, we will refund and contact the customer if possible. In cases of fraud or other suspected illegal activities, we will contact the authorities.

Need Help?

If you have any questions related to refunds and returns, please contact us at info@10GU.nl. Please include relevant information such as your order number to facilitate the processing of your request.

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