Refund policy
Returns · the short version
How to send something back
30-day returns from delivery. We don't send return labels. Return shipping is at your own cost – please pay the full postage and use a tracked service.
| 01 |
Tell us Within 30 days of receiving your order: online via the button or by email to support@excentred.com – please include your order number. Submit withdrawal online → |
| 02 |
Pack it Items unworn and with tags. Put the packing slip in the parcel and tick what you're sending back. Notes on free goodies are on your packing slip. |
| 03 |
Send it to EXCENTRED® Retoure KeTiMa-Group GmbH Overweg 14c 59494 Soest GermanyKeep your proof of postage until your refund has arrived. |
Refund: to your original payment method as soon as your return has reached us.
Wrong or faulty item? Email support@excentred.com before sending it back – we'll sort it out.
Voluntary right of return (30 days)
In addition to your statutory right of withdrawal, you can return goods bought from us within 30 days of receipt. The deadline is met if you send the goods to us within the 30 days. The voluntary right of return applies to consumers and to orders placed from 29 September 2026.
The goods must be unworn, unwashed and undamaged, with all tags still attached. Trying things on as you would in a shop is fine. Gift cards are excluded from the voluntary right of return; for Mystery Boxes and free add-ons, section 8 of our Terms of Service also applies. If a return does not meet these conditions, we may refuse it under the voluntary right of return and send the goods back to you.
Return shipping is at your own cost. The refund is made to your original payment method within 14 days after your return has reached us.
The voluntary right of return does not limit your statutory rights, in particular your right of withdrawal and your statutory warranty rights. During the first 14 days, the rules of the statutory right of withdrawal apply to your return (see below).
Right of withdrawal
You have the right to withdraw from the contract within fourteen days. To exercise your right of withdrawal, please contact our support by email at support@excentred.com.
The goods are returned at the sender's cost and risk. The goods must be sent back promptly and no later than fourteen days after delivery. The deadline is met if the goods are dispatched before the fourteen days have expired.
The goods must be returned unused and undamaged, in the original packaging and complete with accessories and all enclosed documents. We reserve the right to refuse returns that do not meet these requirements.
Consequences of withdrawal
All payments, including delivery costs, will be refunded (except for additional costs arising from choosing a type of delivery other than the cheapest standard delivery). The refund is made without undue delay and within fourteen days of receipt of the return. The means of payment used for the original transaction will be used, unless expressly agreed otherwise. No fees are charged for the refund.
The refund may be withheld until we have received the goods or proof of the return has been provided, whichever occurs first.
Please note that the right of withdrawal does not apply to contracts for goods that are not prefabricated and whose production is based on an individual selection or specification, or that are clearly tailored to personal needs.