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Refund policy
Effective Date: 05 October 2024
At Time Stuck, we follow EU and Belgian consumer law while also protecting our store from misuse. This policy explains your rights and our conditions for returns.
1. Right of Withdrawal (EU Consumers)
– EU customers may cancel their order within 14 days of receiving it, without stating a reason.
– This right applies only to unused items in their original condition, with labels and accessories included where reasonably possible.
– Items that cannot be returned include:
• Hygiene-related products
• Customized or personalised products
• Digital content once accessed or downloaded
This exclusion does not apply to standard clothing items such as hoodies or T-shirts.
To begin a withdrawal/return request, email timestuck.clothes@gmail.com with your order number, reason for return, and clear photos of the item and packaging.
Returns sent without prior approval will not be accepted.
2. Return Conditions
Returned items must be:
– Unused and undamaged
– In original condition
– With labels, packaging, and accessories included when reasonably possible
Returns may be rejected if:
– The item shows signs of use beyond what is necessary to check its nature and functioning
– Packaging, labels, or accessories are missing without valid reason
– The product is damaged, incomplete, or altered
Return shipping costs are paid by the customer unless the item is defective or incorrectly delivered by Time Stuck.
3. Value Reduction (Legal Requirement)
If the value of the product is reduced due to handling beyond what is necessary to inspect it (as one could in a physical store), Time Stuck may deduct the loss in value from the refund.
This follows Article 14 of the EU Consumer Rights Directive.
4. Return Process (RMA – Return Merchandise Authorization)
Return Request
Email timestuck.clothes@gmail.com with:
– Order number
– Photos of the product and packaging
– Short explanation of the return request
Approval
– Your request will be reviewed within 48 hours.
– If approved, you will receive:
• The return instructions
• The return address
– If the return does not meet policy requirements, it may be declined.
Return Shipment
– Returns must be sent with track & trace.
– Proof of shipment must be kept until the refund is processed.
– Returns without prior approval or without tracking will not be accepted.
Inspection & Refund
– Returned items are inspected for condition, usage, and completeness.
– Approved refunds will be issued within 14 days of receipt via the original payment method.
– Original shipping fees are non-refundable unless the item was defective or incorrectly delivered.
5. Protection Against Misuse
To protect our store from fraudulent return behaviour:
– Repeated suspicious return attempts may result in:
• Manual review of future orders
• Manual approval required for future returns
These measures do not affect your legal right of withdrawal.
Used, damaged, or incomplete items will not be accepted.
6. Defective or Incorrect Item
If you receive a defective or incorrect item, contact timestuck.clothes@gmail.com with clear photos of the issue.
A replacement or full refund will be provided at no additional cost.
7. Contact Information
For all return or refund questions, contact:
Email: timestuck.clothes@gmail.com
Address: Lange Lozanastraat 142, 2018 Antwerpen, Belgium
(Return shipments will only be accepted at the address provided after approval.)
