30-day return policy
We have a 30-day return policy to request a return. The start of the 30-day term is the delivery date included with your tracking number.
To be eligible for a return, your item must be in the same condition that you received it, unopened, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can email us at firstname.lastname@example.org or text us via WhatsApp at +31 20 299 1947. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you received the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Per EU regulations, the 14-day "cooling off" period does not apply to personal care and beauty products if the seal has been broken after delivery. Due to hygiene reasons, you are not permitted to break the seal to test the product and then return it. Your withdrawal right expires as soon as you break the seal. Please email us at email@example.com or text us via WhatsApp at +31 20 299 1947 if you have questions or concerns about your specific item.
Consumers can read FAQs from the European Consumer Centre in The Netherlands.
Sale items or gift cards
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges (if applicable)
We will exchange products that are defective or damaged. To exchange a product for the same item, take a photo with your phone of the defective or damaged product, and email it to us at firstname.lastname@example.org.
Refunds (if applicable)
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Your shipping costs will be excluded unless the item is defective or we shipped you the wrong item. Please remember it can take some time for your bank or credit card company to process and post the refund too, however, we will do our utmost to ensure that refunds are processed as quickly as possible that are within our control.
We monitor the number and frequency of returns made by customers. If the return policy is abused, this may, at our discretion, result in the closure of your Burke & Keen account or the refusal of future orders.