Refund policy

This Return and Refund Policy applies to goods purchased through INXL.STORE


1. Right of Withdrawal

Consumers who are entitled to a statutory right of withdrawal under the laws of the European Union or the European Economic Area may withdraw from a distance purchase without giving any reason within 14 days.

For goods, the withdrawal period is generally 14 days from the date on which the Customer, or a third party designated by the Customer other than the carrier, takes physical possession of the goods.

Where goods forming part of the same order are delivered separately, the withdrawal period shall be calculated in accordance with applicable law, taking into account the date of receipt of the relevant or final item.

To exercise the right of withdrawal, the Customer must notify us before the applicable withdrawal period expires by means of a clear and unequivocal statement:

  • through the withdrawal function available on the website; or

  • by email

The notice should include the order number, the Customer's name and the goods in respect of which the Customer wishes to withdraw.

Following notification of withdrawal, the goods must be returned without undue delay and within the period prescribed by applicable law.


2. Withdrawal After Dispatch

A Customer may notify the Seller of their decision to withdraw before physically receiving the goods where the statutory right of withdrawal applies.

If the order has not yet been handed over to the carrier, we may stop dispatch and process the withdrawal accordingly.

If the order has already been handed over to the carrier, notice of withdrawal does not require the Seller to intercept, recall, redirect or otherwise stop the shipment.

In such circumstances, the goods must be returned to the Seller.

The Customer may:

  • accept delivery and return the goods to the Seller; or

  • where permitted by the carrier, refuse delivery after having properly notified the Seller of the withdrawal so that the shipment is returned to the Seller.

No refund will be issued until the Seller has received the goods back or the Customer has provided adequate evidence that the goods have been sent back to the Seller, whichever occurs first, subject to applicable law.

Where the Customer withdraws from the purchase of non-defective goods, the direct cost of returning the goods to the Seller shall be borne by the Customer.

If the carrier charges the Seller for the return transportation of a refused, unclaimed or returned shipment, such direct return costs may be charged to the Customer or deducted from the refund to the extent permitted by applicable law.

Merely refusing, ignoring or failing to collect a shipment, without first giving the Seller a clear and unequivocal notice of withdrawal, does not by itself constitute a valid exercise of the right of withdrawal.


3. Return Shipping Costs

Where the Customer withdraws from the purchase of non-defective goods, the direct cost of returning the goods to the Seller shall be borne entirely by the Customer.

INXL.STORE does not provide free return shipping for standard withdrawals unless otherwise required by mandatory applicable law.

Before returning any goods, please contact us to obtain the current return address and return instructions.

Do not send goods to the manufacturer or to the sender address shown on the shipping label unless we have expressly confirmed that address for returns.

We recommend using a tracked shipping service and retaining proof of shipment until the return has been completed.


4. Condition of Returned Goods

The Customer may inspect and handle the goods only to the extent necessary to establish their nature, characteristics and functioning.

The Customer is responsible for any diminished value of the goods resulting from handling beyond what is necessary for such inspection.

In particular, apparel should not show signs of wear, washing, staining, odours, damage or other use beyond normal fitting and inspection.

Where reasonably possible, goods should be returned with their original tags, accessories and packaging.

The absence of original packaging does not by itself remove a mandatory right of withdrawal. However, damage, excessive use, missing components or deterioration in condition may result in a corresponding reduction in the refund where permitted by applicable law.


5. Goods Excluded from the Standard Right of Withdrawal

The right of withdrawal does not apply where an exemption is provided by applicable law, including, in particular:

  • sealed audio recordings, video recordings or similar media, including CDs, vinyl records and DVDs, once the original seal or protective packaging has been opened after delivery;

  • goods made to the Customer's specifications or clearly personalised;

  • sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed after delivery;

  • any other goods or services excluded from the statutory right of withdrawal under applicable law.

The fact that a product is described as pre-order, limited edition, exclusive, signed or discounted does not by itself remove a mandatory right of withdrawal unless a statutory exemption applies.


6. Refunds

Where a valid right of withdrawal is exercised, we will refund:

  • the amount paid for the returned goods; and

  • the cost of the least expensive standard delivery method offered for the relevant order, where reimbursement of such delivery cost is required by applicable law.

If the Customer selected a more expensive delivery method, the additional cost above the least expensive standard delivery option will not be refunded.

The Customer's cost of returning non-defective goods to the Seller is not refundable.

Refunds will be processed without undue delay and within the period required by applicable law.

We may withhold reimbursement until we have received the returned goods or until the Customer has provided adequate evidence that the goods have been sent back, whichever occurs first.

Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed or technically required.

After a refund has been processed by us, the time required for the funds to appear in the Customer's account may depend on the bank, payment service provider or other payment intermediary.


7. Damaged, Defective or Incorrect Goods

The standard 14-day withdrawal rules do not limit any statutory rights relating to defective, damaged or non-conforming goods.

If you receive a damaged, defective or incorrect product, please contact us

Please provide:

  • your order number;

  • a description of the issue;

  • photographs of the product;

  • photographs of the packaging; and

  • a photograph of the shipping label where reasonably necessary.

We may request additional information reasonably required to investigate the claim.

Depending on the circumstances and applicable law, the available remedy may include repair, replacement, reshipment, price reduction or reimbursement.

Where a return is required because of a defect, fulfilment error or other matter for which the Seller is responsible, the Seller will bear the necessary return costs where required by mandatory applicable law.

Damage caused after delivery through improper use, wear, washing, storage, modification or other actions of the Customer will not be treated as an original defect.


8. Exchanges

We do not offer direct exchanges of non-defective goods for another size, colour, model or product.

If the Customer wishes to purchase another item or size, the Customer may return the original item in accordance with this Policy and place a new order.

This does not limit any statutory right to replacement or another remedy in respect of defective or non-conforming goods.


9. Customers Outside the EU and EEA

The 14-day statutory right of withdrawal described in this Policy applies to consumers where such right is granted by mandatory European Union or European Economic Area consumer law.

For Customers outside the EU and EEA, this Policy does not by itself create an additional contractual right to return non-defective goods unless such right is expressly offered at checkout or is required by mandatory applicable law.

Rights relating to goods delivered damaged, defective or not in accordance with the order are governed by our Terms of Sale and applicable mandatory law.


10. Returned, Refused and Unclaimed Shipments

Refusing delivery, failing to pay import charges or failing to collect a shipment does not by itself constitute a valid notice of withdrawal.

A Customer wishing to exercise a right of withdrawal must notify us in accordance with Section 1 of this Policy.

If a shipment is returned to us because of an incorrect or incomplete address, refusal of delivery, failure to collect the shipment, non-payment of import charges or another circumstance attributable to the Customer, any refund or reshipment will be processed only after the goods have been physically returned to us and in accordance with this Policy, our Shipping Policy, our Terms of Sale and applicable law.

Where the Customer has properly notified us of withdrawal before refusing or failing to collect the shipment, the withdrawal will be handled in accordance with Section 2 of this Policy.

Any direct return transportation costs charged to the Seller as a result of such return may be borne by the Customer or deducted from the refund to the extent permitted by applicable law.


11. Contact

For questions concerning returns, defective goods or refunds, please contact us

Please include your order number and the email address used to place the order.

 

Last updated: 01 August 2026